6/ Lorex Pro App - Troubleshooting & FAQ

This article provides solutions for common issues and frequently asked questions about the Lorex Pro App.

TABLE OF CONTENTS

• Troubleshooting
  • Device Connection Issues
  • Live View or Playback Issues
  • Notifications Not Working
  • Device Password Problems
  • App Password Problems
  • Event List Won't Update
• FAQs
  • What devices are compatible with the Lorex Pro App?
  • How many cameras can I view at once? 
  • Can I save video or snapshots directly to my phone?
  • Can I control pan-tilt-zoom (PTZ) cameras from the app?
  • How do I update my device password?
  • How do I remove my device from the app?
  • Does deleting an event delete the recording?

Troubleshooting

Device Connection Issues

App can't find recorder during setup

1. Verify both recorder and mobile device are on the same Wi-Fi network.
2. Confirm you allowed Local Network Access when installing the app:
   • iPhone: Settings > Lorex Pro > Local Network > ON
   • Android: Settings > Apps > Lorex Pro > Permissions
3. Restart your recorder and router.
4. If "Search on Network" fails, try using Scan Device ID (QR code).

Live View or Playback Issues

Cameras not loading in live view or playback

1. Switch from Main Stream to Sub Stream for smoother viewing.
2. Check that your recorder and cameras show Online in Device Settings.
3. Verify your phone has a strong and stable internet connection (Wi-Fi or cellular).
4. Restart your Lorex recorder.
5. Update the Lorex Pro App to the latest version.

Notifications Not Working

Not receiving motion or smart alerts

1. Go to Device Settings > Push Notifications, make sure notifications are enabled.
2. Check motion, smart detection, tripwire, or advanced alerts are enabled for each camera.
3. Confirm your phone allows notifications:
   1. iPhone: Settings > Notifications > Lorex Pro > Allow Notifications
   2. Android: Settings > Apps > Lorex Pro > Notifications > Allow
4. Verify Push Notification Schedule isn't blocking alerts during certain hours.
5. Test by triggering a known motion event.

Device Password Problems

Forgot recorder/device login password

• Use the device password reset form.
  • Go to https://lorex.com/password-reset.
  • Complete the password reset request form.
  • Lorex Support will review your request and send reset instructions.
• If you're unsure or unable to reset the password yourself, contact Lorex Support for assistance.

Update device password

1. Go to Device Settings ()> Edit button (). 
2. Tap Modify Device Password. 
3. Enter your old password, then your new password. 
4. Tap Save.

App Password Problems

Forgot app-level password

• The Lorex Pro App does not offer password recovery.
• You must uninstall and reinstall the app to reset the app password.
• Re-add your recorder after reinstalling.

Event List Won't Update

Events show no new recordings

• Confirm motion detection is enabled (in Device Settings).
• Verify the correct cameras are assigned to each alert type.
• The hard drive is full. Format the hard drive in App Settings.

FAQs

1. What devices are compatible with the Lorex Pro App?

   The Lorex Pro App supports Lorex professional-grade NVRs and select commercial cameras. Always check the Compatibility Chart on the Lorex Support site before setup.
   
   

2. How many cameras can I view at once? 

   • You can live view: 4, 9, or 16 cameras simultaneously depending on your system capacity. 
   • Multiple recorder systems can be managed inside the app.
     
     

3. Can I save video or snapshots directly to my phone?

   • Yes: Use the Snapshot () or Record () buttons while viewing live or playback footage. 
   • Saved files are stored under Settings > Snapshots and Recordings. 
   • You can then save or share files directly from the app.
     
     

4. Can I control pan-tilt-zoom (PTZ) cameras from the app?

   Yes. If your camera supports PTZ: 
   1. Enter Live View () > PTZ (). 
   2. Use directional controls and zoom to adjust view. 
   3. PTZ Speed can be adjusted under App Settings > PTZ Speed.
      
      

5. How do I update my device password?

   1. Go to Device Settings ().
   2. Tap the Edit button (), then Modify Device Password. 
   3. Enter your old password, then your new password. 
   4. Tap Save.
      
      

6. How do I remove my device from the app?

   1. Go to Device Settings ().
   2. Tap Delete.
      
      

7. Does deleting an event delete the recording?

   No. Deleting events from the Events tab only clears the event list entry. The full recording remains accessible under Playback.