If the camera is too far from the router or there are too many routers near the camera, it may result in a failure to retrieve the router. In this case, press the “Refresh” button and attempt retrieval again. If the router is not retrieved after pressing the “Refresh” button, check the Wi-Fi connection status in the Wi-Fi settings menu of your smart device.

If you're still having issues, contact Resideo Support via the 'Contact Us' page.