What should I do if I fail to connect the camera for the first time or to a new WIFI/router?

If you are having trouble connecting your camera to Wi-Fi for the first time or to a new Wi-Fi network, follow these steps:

1. Check WIFI Compatibility:
- Ensure that your camera supports the WIFI frequency of your router. If your camera only supports 2.4GHz WIFI and your router is dual-band , Please temporarily disable the 5GHz WIFI during the setup process.
Open it again after the camera connection.
（If your camera supports 5GHz WIFI, please skip this step.）

https://www.zumimall.com/blogs/news/how-to-close-the-5g

2. Firewall Settings:
- If your router has a firewall enabled, temporarily disable it during the camera setup process. Once the camera is successfully connected, re-enable the firewall and add the camera's MAC to the whitelist for future connections.

https://www.zumimall.com/blogs/news/how-to-disable-the-router-firewall

https://www.zumimall.com/blogs/news/how-do-i-add-the-camera-mac-to-the-routers-whitelist

3. Close VPN on Router and Phone

4. Reset Camera and Configure in App:
- Once you've ensured the WIFI settings are correct, reset the camera and proceed to set it up in the app. You could follow the instructions provided in the manual to add the camera to your WIFI network.
Or you can view the corresponding video tutorial at this link.
https://www.zumimall.com/blogs/news/how-to-reset-and-connect-the-camera-new

5.Please carefully check and enter the correct WIFI password during the connection process. Be mindful of the case sensitivity of the letters. You might consider verifying the password on your mobile device to ensure its accuracy before entering it.

6.Please kindly bring the camera close to the router for connection, ensuring that the Wi-Fi signal is strong.

7.Remove the SD card from the camera to ensure it isn't causing the connectivity issue.

8.Please update the ZUMIMALL app to the latest version.

If you're still unable to connect the camera after these steps, please provide the following information to customer service for further assistance:
1. Camera order number.
2. Camera serial number (SN).
3. Screenshots of your WIFI settings, including security protocols and firewall settings (feel free to redact sensitive information such as passwords).

Customer Service e-mail :(Send to one of them):
customer@zumimall.com
support@zumimall.com
service@zumimall.com

Our customer service team will promptly assist you in resolving the issue.

For detailed step-by-step instructions, you can refer to the corresponding connection guide provided in this link.

If you need further assistance, don't hesitate to reach out to our customer service team. We're dedicated to ensuring you have the best experience with your camera.