FAQs

Q1: Invalid username/Incorrect password/Forgot password

  1. Please confirm the username and password.
  2. If you forget the password, reset the device, and then log in to the App again.

Q2: Locked account

  1. The account is locked due to incorrect input multiple times. Please wait until the lock period ends or you can restart the device to unlock.
  2. Make sure that the password is correct or enter it again.
  3. If you forget the password, reset the device, and then log in to the App again.

Q3: Device connection failed/Login timeout

  1. Make sure that the device is connected to the network.
  2. Make sure that the port and IP are correct. The default IP/domain port is 37777.
  3. Use another device port in case it is shielded by the Internet carrier or used by another device in the same LAN.
  4. Use another network or Internet carrier in case of network problems.

Q4: Over max user connections

  1. The prompt means that the current device has reached the maximum user limitation. If you want to add this device to your App, please reduce users connected to this device.

Q5: Out of resources. The system is currently busy

  1. Please restart the device or reduce the number of users connected to the device.

Q6: Alarm notification cannot be received

  1. If the device does not support alarm notification push, then your mobile phone cannot receive alarm notifications.
  2. Make sure that the device connects to the network correctly and live view is available.
  3. Make sure that the device or channel has a subscribed alarm notification.
  4. If all of the above operations are proper, make sure that the device port mapping is correct. Otherwise, you can change the http port for mapping.

Q7: Alarm notification cannot be subscribed

  1. The device does not support an alarm notification subscription.
  2. Make sure that the device connects to the network correctly and live view is available.
  3. Change the device HTTP port, and then map again to prevent port conflict or occupation, otherwise, the improper device might be connected, which does not support alarm notification subscription.

Q8: The device can be connected to the App through Wi-Fi but not cellular data

  1. When the device can be used in a Wi-Fi network, its configuration is correct. If you need to play with cellular data, you need to:
  2. Add a fixed Internet IP to your device.
  3. Connect the device to a router with an Internet IP, and map the http port.
  4. Connect the device to an Internet network. If the device supports P2P and can be registered through P2P, you can add the device through P2P.

Q9: Failed to play back videos and snapshots

  1. Enable recording/snapshot plan for the device.
  2. For picture playback, you need to set motion detection mode or timing mode for snapshot.
  3. If the problem still exists, check if the device storage component is loose, or the disk is damaged.

Q10: Live view lagged

  1. Change main stream to substream.
  2. Network bandwidth is insufficient. We recommend you use a better network.
  3. Mobile phone decoding capacity is limited. You can play live video in one window, or adjust the efinition from HD to SD or auto.

Q11: Wi-Fi configuration failed

  1. Make sure that the mobile phone is connected to a Wi-Fi network and check the Wi-Fi password during network configuration.
  2. Do not use a dual-band router with a 5G frequency.
  3. During network configuration, keep your mobile phone close to the device (max distance 30 cm).
  4. If you have configured the network for the device, you need to reset the device, and then configure another network.
  5. If the problem still exists, please reset the device.

Q12: Device initialization failed

  1. Make sure that the device is connected to the network.
  2. Make sure that the mobile phone and the device are on the same LAN with either a Wi-Fi connection or a wired connection.
  3. If the problem still exists, please reset the device.

Q13: Device IP is not in the allowlist or in the blocklist.

  1. Please log in to the device as an admin user.
  2. Please set your account in the allowlist/blocklist for device management.

Q14: No operation permission

  1. No operation permission means this device account has been limited by admin.
  2. Please log in to the device as an admin user, and set permission of the device account in user management.
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