Please troubleshoot by these steps:

1. Unplug your camera for 2-3 hours, and plug it back to see if it is the same.

2. Find the device ID and contact our customer service for further checking and help. 

Note: How to find the device ID:

1. Open the real-time video interface;

2. Click the "..." in the upper right corner;

3. Click "Device Information" to find "Device ID".