Error: Swann Security was unable to verify the supplied credentials with the device

Check Your Internet Connection

1. Confirm that your home/office internet is working by connecting another device (like a phone or laptop).
2. If the internet is down, restart your modem or router.

Why this helps? The recorder needs an active internet connection to verify your credentials with the Swann Security app.

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Make Sure Your Device is Connected to the Network

1. Ensure the Ethernet cable is firmly plugged into both your recorder and your router.
2. Look for a green or blinking light on the recorder’s network port; this confirms a connection.

Why this helps? If the recorder is offline, the Swann Security app cannot confirm your login details.

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Restart Your Recorder and Internet

Turn off or unplug your internet source (mode, router, NBN, etc.), wait for 10 seconds, then turn it back on.

To safely reboot your NVR, right-click on your mouse connected to it, select the first icon, then click Shutdown A prompt will appear, choose Reboot

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Alternatively, if you don't have a monitor and mouse connected, you can reach for the power switch at the back of the NVR to turn it off then on.

1. Power off your recorder.
2. Wait 10 seconds, then turn it back on.

Why this helps? Restarting clears temporary glitches and refreshes the device’s connection to the network.

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Reset Network Settings (Advanced)

1. Go to your recorder’s Main Menu > Advanced > Maintain
2. Click Load Default
3. A prompt will appear for options, choose Network only.
4. Click Save

See the full instruction here

Why this helps? Sometimes cached settings block proper communication with the app. A reset refreshes the connection.