Why Does the Video Smart Lock E330 or FamiLock S3/S3 Max Go Offline?
Modified on: Wed, 19 Nov, 2025 at 11:14 AM
Compatible with:
FamiLock S3/S3 Max, Video Smart Lock E330
If the Video Smart Lock E330 or FamiLock S3/S3 Max is offline in the eufy Security app,please troubleshoot according to the connection method. Before starting, please ensure that your video smart lock has sufficient battery and the fingerprint unlocking function is working normally.
1. If the video smart lock is directly connected to Wi-Fi:
-Check the Wi-Fi connection. Ensure that your Wi-Fi is working properly. If not, reset your router.
-Charge the battery for 2 hours and add it to the app again. -Reboot the smart lock. Remove the battery, wait for a few minutes, then reinstall it.
-Save all important videos from the eufySecurity app to your phone, then remove the Smart Lock in the eufySecurity app and set it up again as a new device.
2. If your video lock is connected to HomeBase 3 or MiniBase Chime :
-Make sure the LED indicator on the HomeBase 3 / MiniBase Chime that is connected to the Video Smart Lock and the Internet shows a solid blue light.
-Make sure there are no obstacles around the HomeBase 3 / MiniBase Chime and the distance between the Base and the device does not exceed 30m, and try to move the Base closer to the smart lock to verify if the issue can be resolved.
-Disconnect the HomeBase 3 / MiniBase Chime power, wait for a few minutes, then reconnect it.
-Save all important videos from the eufySecurity app to your phone, then remove the Smart Lock in the eufySecurity app and set it up again as a new device.
If the issue persists, please contact us for further assistance.
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