Diagnosis
This means your phone, on cellular data or a different Wi-Fi network, can't reach Motorola's cloud servers or your camera through them. It's almost always a network firewall or setting blocking the connection.
How to Fix It
Start by checking things on your home network where the camera lives. 1) Reboot your home router. Just unplug it for 30 seconds and plug it back in. 2) Once it's back online, check that the camera is online in the app when your phone is on the *same* home Wi-Fi. If it is, the problem is with remote access. 3) On your phone, ensure you've granted the Motorola Connect app all permissions, especially for background data and cellular data (if you're not on Wi-Fi). Also, try force-closing the app and reopening it.
If That Didn't Work
Your internet service provider (ISP) or router might have strict firewall settings. Log into your router and look for settings like "AP Isolation," "Client Isolation," or "IGMP Snooping"—try disabling these temporarily to test. Also, ensure UPnP (Universal Plug and Play) is enabled on the router, as the camera uses this to help set up remote access.
Heads Up
This error can pop up during widespread server maintenance on Motorola's end. It's rare, but check their social media or support page for any service outage notices before spending an hour tweaking your router. If nothing else works, a factory reset of the camera (using the pinhole) and a fresh setup in the app can sometimes rebuild the cloud connection correctly.