In case of difficulties when adding a camera using a QR code first please make sure that your model of the camera supports this type of connection, and the connecting procedure itself is performed correctly, as per our instructions.
After this, depending on what kind of difficulties you encounter during the connection, please use the following recommendations:
There is no light indication on the camera (i.e., its LED is not on)
Camera reads the QR code but is unable to connect to the service
1. What do I do if the camera’s LED is off?
The camera’s LED being off can be caused by the user turning it off from camera settings manually, power received by the camera being insufficient, or a malfunction of the device.
First, please do the following:
Make sure that you are using the power adaptor that came with the camera, or one with the same characteristics. Information on what adaptor can be used with your camera can be found in its instruction manual;
Make sure that the adaptor connects properly with the power outlet and with the port on the camera;
Try to reset the camera to factory default settings (to find out how to reset your particular device, refer to the instruction manual of the camera or search for the instructions in the manufacturer-specific sections of our Knowledge base).
After this, attempt reconnecting the camera to Ivideon.
In case the aforementioned steps gave no result, please try to connect the camera to a different power source: to a different outlet, different USB port on the same or on a different PC, using a different USB cable or power adaptor (if possible).
If you do not have an opportunity to try any of this out or if these actions had no influence on the camera, please contact our technical support for further troubleshooting and assistance.
2. What do I do if the LED color is different from the one I need for it to read the QR code?
In order to read the QR code, the LED on the camera should be blinking red (or blinking amber for the Oco 2 camera). In case the indication is different, please attempt the following:
2.1. The LED is solid red (or solid white for Oco 2)
Generally, the solid red indication means that the camera is booting up and should be ready in 1-2 minutes. In case that does not happen (i.e., the light does not change), it is possible that it is receiving insufficient power, or it is malfunctioning.
First, please do the following:
Make sure that you are using the power adaptor that came with the camera, or one with the same characteristics. Information on what adaptor can be used with your camera can be found in its instruction manual;
Make sure that the adaptor connects properly with the power outlet and with the port on the camera;
Try to reset the camera to factory default settings (to find out how to reset your particular device, refer to the instruction manual of the camera or search for the instructions in the manufacturer-specific sections of our Knowledge base).
After this, attempt reconnecting the camera to Ivideon.
In case the aforementioned steps gave no result, please try to connect the camera to a different power source: to a different outlet, different USB port on the same or on a different PC, using a different USB cable or power adaptor (if possible).
If you do not have an opportunity to try any of this out or if these actions had no influence on the camera, for further troubleshooting and assistance, kindly contact our technical support.
2.2. The LED is blinking green
When a camera blinks green, it indicates that it previously worked in our service but has lost the connection to the network it was using (e.g., the camera was relocated, or the Wi-Fi password has been changed).
To reconnect to Ivideon, we recommend resetting such device to factory default (for reset instructions, please refer to its instruction manual or the manufacturer-specific section of our Knowledge base), and repeating the connection once it starts blinking red (or amber).
In case the camera does not react to the reset procedure (i.e., the LED light does not change), for further troubleshooting and assistance, kindly contact our technical support.
2.3. The LED is solid green
As a rule, this light indication stands for the camera being online and functioning in our service. If that is not the case or if the camera needs to be reconnected to a different network or a different user account, it is recommended to reset it to factory default settings (for reset instructions, please refer to its instruction manual or the manufacturer-specific section of our Knowledge base), and repeat the connection once it starts blinking red (or amber).
In case the camera does not react to the reset procedure (i.e., the LED light does not change), for further troubleshooting and assistance, kindly contact our technical support.
2.4. The LED is blinking orange (for Nobelic NBQ cameras)
This LED indication implies that during the reset of this camera, the reset button was held down for more than 20 seconds, and it switched to service mode (in this mode, the device has all its available settings reset).
In case the camera is functioning properly, then approximately in 2 minutes after getting into service mode, the LED will change to blinking red and will be ready to be connected to Ivideon. In case that does not happen, for further troubleshooting and assistance, kindly contact our technical support.
3. What do I do if the camera does not read the QR code?
If your camera does not react when you show it a QR code (i.e., makes no sound and does not start blinking green), initially please check that the LED light is blinking red (or blinking amber on Oco 2 device). In case the light indication is correct:
1. Check the distance between the camera and the display with the code you are showing it to;
2. If you notice any dust or dirt on the lens of the camera, wipe it clean;
3. Make sure that the protective film is taken off the camera’s lens;
4. Try placing the screen of your device at a different angle in regard to the camera (so that there are no flickers on the phone’s screen and the code does not become distorted).
5. Check the lighting in the room: the location of the camera should not be too dark, but the light sources should not be directly in front of the camera lens;
6. Verify that the brightness on your mobile device is sufficient. By default, the app should automatically maximize the brightness of the screen with the QR code, however, sometimes it might not happen (for example, when the device’s battery is low). If necessary, increase the brightness of the screen manually;
7. See the length of your Wi-Fi network name and password: in total, their names should not exceed 50 characters, the recommended length is 25-30 characters.
8. If you connect a camera using a mobile app, try rebooting the device you are using and trying the connection again.
In case nothing listed above helped, kindly attempt the following:
9. If possible, connect the camera using a different mobile device or via your Personal Account instead of the mobile app (or vice versa);
10. Perform a reset of the camera (for reset instructions, please refer to its instruction manual or the manufacturer-specific section of our Knowledge base), and then repeat the connection attempt.
In case this does not help either, for further troubleshooting and assistance, kindly contact our technical support.
4. What do I do if the camera reads the QR code but fails to connect to Ivideon?
If a camera reads the QR code, makes a beeping sound, and the LED color changes to blinking green, but after some time it beeps again and the indication returns to blinking red (or amber, if it is Oco 2):
1. Make sure that the Wi-Fi network is chosen, and its password was entered correctly.
2. Check the bandwidth of the Internet connection in the network where you connect the camera.
— To perform a speed test, you can use any of the following sites – speedtest.net, demo.fireprobe.com, speedof.me. On average, a stable connection of 1 video surveillance camera to Ivideon requires that the upload speed of your connection does not decrease below 1 Mbps, preferably 2 Mbps. More information about this can be found in the following article – How much Internet bandwidth is required for an Ivideon-based camera to function properly?).
— In case the current speed just slightly exceeds the recommended one, if possible, attempt temporarily disabling other devices connected to the Internet in your network and then retry the connection procedure again;
— In case the current speed is significantly lower than the minimum required value, please contact your ISP to enhance the speed of your connection or try to add a camera in a different network.
3. Check the frequency of your Wi-Fi connection.
A lot of up-to-date network routers are dual-band, which means that they work with two Wi-Fi frequencies – 2.4 GHz and 5 GHz. Usually, the frequency of a wireless network is indicated in its name (e.g., “MyNetwork” and ”MyNetwork5G”).
Most Nobelic and Oco cameras can only be connected to a Wi-Fi network with a 2.4 GHz – ensure that you are using a network with this frequency.
The Oco 2 camera can be connected to both 2.4 GHz and 5 GHz networks – try using a network with a different frequency.
4. Check the distance between the camera and the Wi-Fi router of your network.
The camera has to be placed no further than 30-40 ft (10-12 m) in a line of sight from the router, otherwise it might receive weak Wi-Fi signal, or be out of the range of the network completely. Besides the Wi-Fi range, it is also important whether there are obstructions (e.g., walls) between the camera and the router. Please keep in mind that a 5 GHz wireless network has a range smaller than a 2.4 GHz network.
If the camera is located far away from the router, or there are obstructions in the way, if possible, please try moving it closer to the router and repeat the connection attempt.
5. If nothing listed above helped, kindly attempt the following:
— Reboot the Wi-Fi router by unplugging it and plugging it back into power. Try connecting the camera again after this;
— If possible, connect the camera using a different mobile device or via your Personal Account instead of the mobile app (or vice versa);
— Perform a reset of the camera (for reset instructions, please refer to its instruction manual or the manufacturer-specific section of our Knowledge base), and then repeat the connection process.
In case this does not help either, for further troubleshooting and assistance, kindly contact our technical support.