My camera is not showing an image: what should I do?

If your Mozaë camera no longer displays anything or appears offline in the app, check the power supply unit, the internet connection and then the cable between the camera and the unit, in that order. These three checks are usually enough to find the cause.

This article contains the following sections:

• Checking the power supply unit
• Checking the internet connection
• Checking the camera cable
• After changing the SIM card
• Contacting support

Checking the power supply unit:

Your cameras are connected to a power supply unit or a small cabinet. Check whether the indicator light for the camera is on.

If it is off, the cause lies with the power supply or the cable, not the camera.

Checking the internet connection:

Check that your modem is working and has good reception. Without internet, the camera continues to record to its memory card, but you can no longer view it remotely.

A data plan that runs out at the end of the month produces exactly the same symptom. See Choosing the internet data plan for your camera to check this point.

Checking the camera cable:

Check that both ends of the cable between the camera and the unit are firmly plugged in, and that the cable is neither crushed nor cut. In livestock buildings, this is a common cause.

After changing the SIM card:

If the camera has stopped working since the modem's SIM card was replaced, the new card is probably protected by a PIN code. The modem cannot connect to the mobile network while this code is active.

To deactivate the SIM card's PIN code:

1. Remove the SIM card from the modem.
2. Insert it into a phone.
3. Open the phone's SIM settings.
4. Deactivate the SIM lock.
5. Put the SIM card back into the modem.

Contacting support:

If the problem persists, contact your distributor or our team. If you shared the camera with support@iotee-agri.fr during installation, we can examine it remotely.

For faster handling, have the following ready:

• the name of the camera as it appears in the app;
• the date on which you noticed the problem;
• the results of the checks in this article.

Related articles:

• Installing your camera
• Installing the HIK Connect app on your phone
• Watching and replaying my recordings