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Failed to build encrypted channel/video stream has stopped working？

Last Updated on：2024-08-06 06:09:36

Dear user,

1. The problem may be caused by a problem with the Wi-Fi network. Switch your mobile device's network from Wi-Fi to data. If the video streams normally using your phone's data, your Wi-Fi network may be to blame. You can follow the steps below to troubleshoot:

Check the router settings:

a. The frequency band of the router is set to 2.4GHz.

b. The encryption mode of the router is set to WPA/WPA2 mode.

c. Wireless access control is turned off and the black and white list option is cancelled.

d. The DHCP server has been enabled.

e. It is recommended not to modify the Mac address.

f. The Wi-Fi name and password of the router are set to English + number.

2. Please update the App to the latest version.

3. Please ensure that the version of your mobile phone system is running 10.0 or higher if you are an iOS user. For Android users, please ensure that your mobile phone is running Android 5.0 or higher.

4. Check the network environment: You can download network speed test tools and test the network upload and download speed of the location.

a. Make sure the upload speed is at least 2 MB/s, download speed is at least 2 MB/s or upload 16 Mbps, download 16 Mbps.

b. A single camera requires 8M upload bandwidth, two cameras need 16M, and the bandwidth stacks by the number of cameras.

c. Please ensure that your network has enough bandwidth (uplink bandwidth in China is more than 20M, other areas are mostly 50-100M.

If you have tried using your mobile data or the above operations still do not fix your problem, please contact our support team. We will provide you with further assistance.