If you’ve recently changed your modem and now the app is displaying ‘offline’ or ‘connection failed’, follow these steps:

1. **Check the Connection for a Hardwired System**: If your system is hardwired, ensure that the NVR (Network Video Recorder) is connected to a LAN port on your modem, not a WAN port. If the system remains offline, try restarting your modem, NVR, and mobile phone.

2. **Re-pair for a Wi-Fi Connected System**: If your system is connected to the modem via Wi-Fi, you need to re-pair the Wi-Fi extender (the white box with blue lights) with your new modem.

a. **Initiate Pairing**: Press the button on the white box with blue lights. Then, proceed to your modem and press the WPS or PAIR button until it indicates it’s attempting to sync (usually shown by a flashing light).

One of the more popular modems is the Telstra Smart Modem 3, you can find the video how-to here Telstra Smart Modem WPS Pair Procedure

If your modem does not have a WPS button or is disabled for some reason you can always manually pair to the new Wi-Fi using the following guide Manual Wi-Fi Pairing Process

Tutorial videos are available for popular service providers and modems on our YouTube Channel.

b. **Confirm Reconnection**: Once it’s reconnected, you should observe more lights lit up on the white box with blue lights.

c. **Reboot the NVR if Necessary**: If the app does not come back online, it may be necessary to restart the NVR. After doing so, wait for 5-10 minutes for the NVR to boot back up, then refresh the app as previously explained.

Additional support can be found on the manufacturers page here.