Troubleshooting
What the messages mean
| Message on the device | What's going on | What to do |
|---|---|---|
| Not signed in to eufy. Repair this device to sign in again. | The app lost its eufy session and couldn't get it back by itself. | Repair |
| Could not sign in to eufy. Check your e-mail address, password, and that the country matches… | eufy refused the sign-in. | Check the country first, then the password. |
| Setting up this device… | The app has just started and is connecting. | Wait a minute. |
| No report from this device for … | The device has been silent unusually long. | Check it in the eufy app. Details |
| This device could not be reached. | A control couldn't be delivered. | Check the device (and its HomeBase) is online. |
| The device did not respond in time. | The device was reached but didn't answer. Common with sleeping battery devices. | Try again. |
| This device does not support that action. | eufy doesn't offer that control for this model. | — |
| This camera is switched off. Switch it on to see live video. | The camera is switched off in eufy. | Switch it on. |
Not signed in to eufy
- Open the device's settings and choose Repair.
- Choose the country, sign in, and complete the captcha or code if asked.
One repair signs in the whole app again, not just that device.
Keeps happening? Something else may be signing in with the same identity and pushing Homey out. Do you have the app on two Homeys with the same account, or a restored backup? The app waits longer between each attempt to sign in again, so it doesn't trigger eufy's captcha.
Live video doesn't start
Read Live video status in the device settings (under Advanced). It says what the app tried and why it stopped:
- Station refuses RTSP (for example a HomeBase 3): choose RTSP, or relay through this app if it fails.
- This Homey doesn't support video: you need a Homey Pro 2023 or newer, a Pro mini or a Self-Hosted Server.
- Another camera on the same HomeBase is streaming: a HomeBase serves one RTSP stream at a time.
- Homey and the camera are on different networks (VLAN, guest network): Homey reaches the camera over your local network, so they need to see each other.
- Homey Cloud: no live video. See Pro, Self-Hosted Server and Cloud.
Snapshot stays on the old picture
- The first snapshot downloads ffmpeg (~57 MB), so give it a minute.
- A sleeping battery camera can take a while to wake. Try again.
- If the camera can't be reached, the tile keeps showing the last good picture, on purpose.
The app restarts or runs out of memory
A Homey Pro caps each app at 150 MB. The relay is the one feature that uses a lot of it. If you relay several cameras, set the ones you watch least back to The camera's own RTSP only or Off.
Reporting a problem
Open an issue on GitHub with:
- The device model. If you include the Device serial number from the device settings, the first five characters (for example
T8214…) are enough to identify the model; you don't need to post the rest publicly. - What you expected, and what happened.
- For a sign-in problem, the country you picked.
- A diagnostic report: in the Homey app, open More → Apps → Anker Eufy → Send diagnostic report, and paste the code you get into the issue.
Don't post
Your eufy password, or the RTSP address from device settings: it contains a password.