Troubleshooting

If you are reading this, you have probably bought one of our products. Great! Perhaps, you may be experiencing problems? In that case, it’s not that cool. But let's get you back on track again!

VIDEO GUIDES

First of all, we have made a detailed step-by-step video guide for each of our cameras on how to set them up.

You can find all our Installation Guides on YouTube right here: Installation guides

Please note that in addition to the primary method of setting up our camera (via QR code scanning), there are also alternative methods.

You will find a review of them right here: First time setup for App

TROUBLESHOOTING

Rule number 1, before you do anything else: Reset your camera and try again. 90% of all errors resolve themselves if you just reset the camera! :)

GENERAL THINGS THAT CAN CAUSE PROBLEMS

You can not use a 5 Ghz Network. Only 2.4 Ghz. If in doubt, it will almost always appear in the network name (SSID) itself, if it is 5 Ghz. E.g., "TELE-NET-D49A8-5G". If you have a 5 Ghz network, you almost certainly also have a 2.4 Ghz available that you can connect to.
Your phone must be on the same Wi-Fi network that you try to set up the camera on at first setup (after that it is not necessary).
No letters such as Æ, Ø, Å or other local characters may be used in the Network Name (SSID).
The code for your network must not exceed 32 characters.

PROBLEM: YOU CANNOT SCAN THE QR CODE

Make sure you move the camera and phone back and forth and at different angles. Feel free to try several times and reset the camera. If it still does not work, we would recommend trying one of the alternative methods that does not require the QR code scan.

A guide for alternative methods can be found here: First time setup methods for App

PROBLEM: THE CAMERA WILL NOT CONNECT TO THE INTERNET IN THE LAST STEP OF THE SETUP AND ASK ME TO CHECK MY INTERNET CONNECTION

There may be several reasons for why the camera does not connect. Most often it is due to one of the following reasons.

There Wi-Fi connection is poor. Try moving closer to the router.
You are not on the same network on the phone that you are trying to set up the camera on. Change network.
Your network contains letters such as Æ, Ø, Å or other local characters. Rename your network or select another network.
The network is 5 Ghz. Switch to a 2.4 Ghz.

If the error is not corrected by the above and there is no success after several attempts, we recommend that you switch one of the first time setup methods for which a guide can be found here: First time setup methods for App

PROBLEM: CAMERA GOES OFFLINE

That the camera goes Offline can be due to several reasons;

The camera has no power. Check that there is no loose connection or that there something wrong with the power supply. If the camera continuously alternates between going Offline and Online, it is rarely the power that is the problem.
There is poor internet or Wi-Fi connection. Make sure that you have attached the Wi-Fi Antenna properly, if it is removable. Make sure you have a good and stable Wi-Fi connection where your camera is located. You can test this by moving the camera closer to your router. If it stops going Offline, the strength of your Wi-Fi is the problem. Here you can use a Wi-Fi Repeater to strengthen and expand the range of your Wi-Fi network.

We most often see that outages on the camera that go offline are due to cause B and can be remedied with a better Wi-Fi router (with stronger signal), a Wi-Fi repeater, or moving the camera closer to the router.

PROBLEM: THE CAMERA WILL NOT RECORD/I HAVE ISSUES SETTING RECORDINGS

First of all - did you remember to insert the SD card into the camera? You cannot record without an SD card and you cannot access Recording Settings in the App until your SD card is inserted!

However, if there are problems with recording, the error is most often due to having the wrong recording settings. Follow this guide to properly set up recording. If it does not work, start over and reformat the SD card.

Link to Guide: Recording and Motion Detection

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