Error: Device Association Failed
Tags: Device already paired, pairing error, device linked to another account, unpairing device, camera registration issue, account transfer, camera setup problem, device reassociation, cannot set up camera, account conflict, reset camera, ownership transfer, new account setup, unlinking device, troubleshooting pairing error, camera pairing failure, multiple account issue, device lock error, setup on new account, resolve pairing issue, device account conflict
When you see this error message upon pairing your device using the Swann Security app, you might encounter one of the scenarios below. Browse through them to see if one of them fits your case.
NOTE: If you received the same error message but have different details or descriptions, send a FEEDBACK using the link at the end of this article and attach a screenshot of the error message you received.
Check Username and Password
SCENARIO: You are trying to pair the recorder, but you forgot its password.
You can reset the recorder's password by following the instructions here
Once done, pair again the recorder and use its new password.
Already Registered to Another Account
SCENARIO: The device is already paired to an account, but you are trying to pair it on a different account.
A device can only be paired to a single Swann Security account. If you want to pair the recorder to another account, you must unpair the device from where it is paired
Once unpaired, you should now be able to pair it on your own account.
Can’t find which account it’s paired to?
If you’re unsure where the device is registered — for example, it was set up by another user, installer, or it is a secondhand device — review this guide
Device is Offline
SCENARIO: The device is turned off, not connected to the router, or lost internet connection.
A device can only be paired if it is online or has internet connection. You must:
- Be at the location where the recorder is as you will need to scan the QR code later for pairing, and you will check the status of the unit physically.
- Ensure Network Connection by checking if the Ethernet cable is connected from your recorder to your router or modem. If you have an NVW-650 or NVW-800 recorder set for wireless connection, make sure you have entered the correct Wi-Fi password.
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Recorder must be Online Access the Menu then go to System > Information and check if the Agent Cloud Link Status shows Connected. If not, check the previous step again.
NOTE: Once you have confirmed the recorder's network connection but still see "Not Connected" in the Agent Cloud Link Status, please contact our Support Team for further troubleshoot.
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Pair it again
(follow this article for pairing instructions: How to Pair Your Recorder Using the Swann Security app)
We are unable to process your request
When you see this error message, the cause of the error is unknown.
Try the following:
- Reboot your Swann device.
- Reboot your internet (modem and/or router).
- Restart the Swann Security app.
- Try again after couple of hours.
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