Troubleshooting Q&A

Reason 1: e-mail can not work properly
Solution: You can check whether your mailbox can send and receive emails normally to verify.

Reason 2: the e-mail address input is not correct
Solution: You may need to check whether the e-mail address you input is correct, without extra spaces or characters.

Reason 3: e-mail can not receive the confirmation e-mail
Solution: Confirmation email may be spam in the old email, you can try to find it in the spam mail.

Reason 4: The e-mail address has been registered before.
Solution: You can use this e-mail account to login, if you forget the original password, you can reset the password.

Reason 5: The current cell phone network can not be used
Solution: You can try to change other WiFi network to register.

Reason 6: The cell phone model doesn't match or the system doesn't support it.
Solution: You can try to register with a cell phone of other system, such as you are currently using an iPhone, use an Android phone to register under the same network environment.

If the above solution cannot solve your problem, please provide your phone model and system version to contact our support team for more help.

If it is a first time mating.
First of all, it needs to be clearly understood: the mating of the camera to the display and the mating of the camera to the mobile app are different probabilities.
The camera supports connecting to both the mobile app and the display.
The camera connection to the cell phone App is realized by connecting to the home router wifi, while the connection of the camera to the display is through the second wireless signal of the display connected to the camera.
The operation of the two is different. Display and camera connection, need to confirm the following steps:

1, the camera and display on;

2, in the camera press the “PAIR” button, and then display the menu into the add camera, press OK, to match;
successful return through the button can be.

3, If you can't finish adding in the 2nd step, power off and restart the camera and display, repeat the above steps, if it still doesn't work, contact after-sales engineers to deal with it.

If you add the camera in the APP process, there is a QR code scanning unresponsive situation, the following solutions may help.

1, make sure that the QR code of the phone is 15-20cm away from the camera lens when scanning the code, you can try to scan the code from multiple angles;

2, the QR code generated by the phone may be anomalous, this situation occurs in the new cell phone or the model with a small market share, at this time to provide QR code screenshot and cell phone model system version to us;

3, to ensure that the cell phone screen, the lens is clean, or you can try to AP network, with the Internet to check whether the lens is defocused;

4, if both can not be network, it is recommended to reboot the router and then try again or use another cell phone hotspot for network. Provide the nameplate label of the router.

If the above solutions cannot solve your problem, please provide the device SN number and contact our support team for more help.

1, first determine the APP alarm message list whether the message record, if not, the device may not have triggered pir.

2, cell phone settings interface: notification and status bar notification permissions open, power saving mode does not limit the software, application management permissions are set to self-start
(some brands of cell phones may be set up inside the cell phone housekeeper, such as: OPPO) cell phone multitasking key (left) - lock the software Do not be cleaned up
Note: the above cell phone settings, due to different cell phone brands, models, etc., may set the path, the name of the slight difference, the specific settings can be consulted corresponding to the cell phone business.
ps: android cell phone due to its own system mechanism, can not guarantee that the push message can be pop-up window, if the above settings are still unable to pop-up window, please contact the cell phone brand to deal with.
The theory of Apple cell phone is that it can realize normal pop-up window.
If the customer can not find the corresponding permissions to open the path, or open the problem remains, it is recommended that the customer directly delete the software reinstallation, prompted to the permissions of the permissions are selected “allow”;

3, Cell phone network settings. Whether the customer opens the VPN, if there is open into the background to close.

4, Problems with the software itself. Go to the settings of the device (the small gear in the upper right corner of the real-time preview interface), and turn on the option of receiving alarm push. For low-power devices, the humanoid detection filter switch can be temporarily turned off to test it.

If your camera can't record motion detection video with SD card, the following steps may help you.

1. To prevent SD card abnormality, unrecognized phenomenon, it is recommended to use genuine Kingston, SanDisk or other Micro SD card.Micro SD card needs to satisfy the following conditions: read/write speed requirement Class10 level, file format FAT32.

2. Please check whether you have Please check if you have opened the motion detection function, if you have not opened the motion detection function, the device will not detect the movement, so it will not record the video.

3. The camera or doorbell has 7 days free cloud storage, you can try to activate the cloud storage, to confirm whether the cloud storage is recording. If your cloud storage is normal and the SD card can not record, it may be the problem of the SD card itself, we suggest you reformat the card on the computer side and use it again or replace it with another card.

4. APP shows SD card formatting failure. Please use the computer to see if the SD card access file is normal, formatted to meet the file format recognized by the camera (FAT32), please check whether the network is smooth, weak network environment, the SD card may fail to format.

Note: After adding the device to APP, exFAT format card will prompt SD card format is not supported, please format SD card (at this time the status of SD card is unknown).
Please format the card in APP, after formatting, click Finish to return to the setting interface, and then enter it again, then it will be normal. If the above solutions cannot solve your problem, please provide your device SN number and contact our support team for more help.

When the player is connected to the power supply, by turning the switch on the body of the player to ON, does the operating indicator light up? No light indicates a lamp malfunction or power supply problem. Does the player turn on? If it does not turn on, the player is faulty, and if it does turn on, it is a remote control problem. If the player is faulty, you can only go to after-sale service. Remote control problems, need to reconfirm, first open the phone camera, and then use the remote control to the rear lens of the phone, continue to press any remote control buttons, observe the phone screen, see if you can observe the remote control infrared light is flashing. If not then the remote is faulty, replace the remote. If there is a flash then both the player and the remote are fine, take a video to confirm.

Video confirmation to see, try to change a disk, if change the disk sound may be the problem of the disk, if still no sound, may be speakers or audio failures

Need to buy their own dual-head AV cable,
the machine did not put the disk needs to be switched to AV mode,
the interface is connected to the AV IN;
The machine with the disk can be played normally, the interface is connected to the AV OUT

Unsupported

Simple USB interface to 3.5mm analog signal, if you want to see two people together, can be directly external, the sound is small, connect a stereo speakers can be. 3.5mm one-point-two conversion line this can be used, but does not guarantee absolute fit, specific to the actual use of prevail.