Adding Camera to Account

Trying to add a camera to our account that we had on it previously (i.e. so we know it works) but we got a new router. Other cameras have been re-added just fine through the regular process - this one the light on the camera goes green - it shows it is ready to install - and then every time you click to “install” it on the computer I get an error - “Video device tests disconnected. Please make sure the device is powered on, connected to the internet and try again.”

Starting the process over again at the beginning is not helpful, same outcome.

Any assistance is appreciated.

When I have that issue, I usually factory reset camera, and then re-install it.

So we can best assist, what model of camera are you having the trouble with?

Are you using a patch cable to your router or WPS to get it connected first?