If your Night Owl Protect device (recorder or camera) was previously appearing in the app but is no longer there, this troubleshooting article is for you. Simply follow the steps below and check your account after each step to see if the problem has been resolved. If you are still experiencing an issue after performing all of the steps, please contact our support team.
IMPORTANT: If you need help with the initial setup of your recorder or cameras, CLICK HERE for assistance.
Before we Begin:
For recorders (DVR or NVR), verify you are connected to the Internet. The recorder must be hardwired to your router (Internet) using the provided Ethernet cable. It is possible your device is no longer appearing in the app because of a bad network connection. So, make sure your Ethernet cable is connected and you are networked before proceeding.
Step 1: Log Out then Log Back In to the App
A. Open the Night Owl Protect App.
B. In the bottom right corner of the app, click on the "Account" tab. This will open your account page.
C. At the bottom of this page, click on "Log Out".
D. Enter your login credentials to log back into your account. If you need assistance with resetting your password, CLICK HERE.
E. See if your devices are now showing in your account. If not, proceed to Step 2.
Step 2: Clear your App Data / Delete & Reinstall the App
IMPORTANT: This process will be different for iOS and Android users. Due to the variety of devices and versions, these steps may vary slightly.
A. Open the "Settings" app on your device.
B. Click on "Apps" to see all of your apps. Find the Night Owl Protect App and click on it.
C. Click on "Storage". At the bottom click on "Clear Data" and "Clear Cache".
D. Go back to the home screen on your Android and open the Night Owl Protect App. Enter your login credentials to log in to your account and verify the devices are now appearing.
E. If the devices are still not appearing, try deleting the app and reinstalling it. To do so, return to the home screen.
G. Press and hold on the Night Owl Protect App and select "Uninstall".
H. Once the app is removed, proceed to the Google Play Store and download the Night Owl Protect App again.
I. Open the app and log in to your account. See if your devices are now appearing in your account. If you still do not see them, proceed to Step 3.
To clear the app data, you must uninstall and reinstall the app. To uninstall the app properly, you must ensure it is removed from your app library, not just the home screen.
A. From your home screen, swipe all the way left to get to your app library. Here you can find the Night Owl Protect App or search for it on the search bar at the top of the screen.
B. Press and hold on the app, tap Delete App and then tap Delete.
C. Once deleted, proceed to the App Store and download the Night Owl Protect App.
D. Open the app and log in to your account. See if your devices are now appearing in your account. If you still do not see them, proceed to Step 3.
Step 3: Factory Reset your Recorder or Camera
IMPORTANT: Each device may have a separate process to restore factory settings. Refer to your user manual for step-by-step instructions on how to reset your device to factory settings if the steps below do not apply.
To download your user manual, search for your Series in the search bar above and download the manual from your product support page. The Series can be found on the support label on your recorder or camera.
Factory Reset Your Recorder:
IMPORTANT: You MUST have your recorder connected to a TV or monitor to perform a Factory Reset.
A. From a TV or monitor, right click on your screen to bring up the recorder's menu.
B. Click on the "Settings" option to open the settings submenu. This may require you to enter your login credentials on the recorder.
C. Click on "Reset".
D. Click on "Factory Reset". This will prompt a warning message stating this will restore the device back to factory settings.
E. Click on "Continue" to proceed. This will begin the reset process which may take several minutes to complete. Once complete, the recorder will direct you to your Night Owl Protect App to setup your device.
F. You may now add your device to the app. If you need help with this, please CLICK HERE.
Factory Reset Your Standalone Camera:
IMPORTANT: The location of the reset button will vary based on your camera model.
A. Find the reset button located on the camera (this is typically located on the bottom of the camera, protected by a black or white piece of rubber).
B. Using an unfolded paperclip, press and hold the reset button until the reset process begins. You will hear an audible queue stating the camera is resetting. This process may take several minutes to complete.
C. You may now add your camera to your app. If you require assistance with this process, please CLICK HERE.
If you are still unable to see your recorder or cameras in the app or would like additional assistance, please contact our support team.
Thank you for Choosing Night Owl!