1、Why can't I add a device or fail to configure the network?

According to the status of the device indicator, you can determine the cause and solution of the failure of the network connection.

1.Before adding the device, ensure that the device is in red flashing state (2 times in 1 second). If the indicator status is abnormal, please reset the device to factory settings (press and hold the device RESET button until you hear a beep) (The reset button position of each product is different, but they are marked with “RESET”).

2.The device indicator does not turn red or does not hear the “cuckoo” sound.

1Note that the screen of the mobile phone is aligned with the lens of the device in parallel, and the distance is kept at about 15cm.

2Try to adjust the distance between the phone screen and the device before and after, and keep it for 2 seconds or so in each position.

3Please check if there are any stains on the surface of the lens of the device.

4Make sure the screen of the phone is clear, crack-free and non-reflective.

5Use the other way of network connection

  1. The device indicator flashes red quickly and does not turn blue.

1device does not support 5GHZ WIFI, please ensure that when adding device, the phone is connected to 2.4GHZ WIFI

2WIFI ​​password must be entered correctly, and there must be no special characters

3Note that the current WIFI network is smooth, it is recommended to try to restart the router.

4.The device indicator light turns blue. And the APP can not find the device.

1Try adding devices in other ways

2If after repeated attempts, the blue light is still on and the device cannot be found. Please contact customer service for technical assistance.

Note: After any failed addition, you must first reset the device to factory settings when you need to re-connect  the network.

2、When adding a device, the APP prompts that the device has been added by the XXXX account. What should I do?

If the previous user added the device and returned the item and did not delete the device in the app, this will happen, representing that the product is second-hand. If the device is intact, you can contact customer service staff, we can unbind it from the server by the tool, you can continue to use after unbinding. Or contact customer service staff to return the goods.

3、How to reset the camera to factory settings?

Locate the reset button of the device, press and hold until the indicator light goes out, release it, hear the “clay” sound, wait for the device to restart, and the indicator lights up.

4、camera indicator status description

Steady red The camera is starting up or running abnormally.

Slow red flashing The camera is in networkable mode.

The blue light is always on. The camera is running normally.

Red/blue light flashes the camera is connecting to the network

5、What should I do if the camera is added by someone else?

Contact customer service for the first time, request customer service assistance, and provide the device SN number, SN number on the sticker of the device body.

6、What is the difference between the different colors of the recording timeline?

Red represents the alarm video and green represents the normal recording.

7、Why is there a blank in the middle of the video, intermittent?

The blank space of the recording timeline represents no video file, and the two video mode problems are different. SD card recording: After the device is powered off, the SD card will not continue recording. Please check whether the device is powered off during the blank time. If it is abnormally powered off, please check whether the power supply, power cable and machine power interface are normal. Cloud storage recording: When the network is not smooth, video recording cannot be transmitted to the cloud server normally. Please check the network fluency.

8、Why can't I recognize the TF card?

Read the function description “SD card settings” in this manual, first check whether the sd card meets the requirements. In addition, when the network of the mobile terminal or the network of the device is unstable, the APP will also prompt that the TF card cannot be recognized.

9、Why can't the phone receive an alarm message?

Confirm that the notification permission of the CloudEdge APP in the phone settings is turned on, and whether the mobile alarm settings are all enabled in the app. Under normal circumstances, when an abnormality is detected, a message will appear in the notification bar of the mobile phone. There is no sound or vibration depending on the settings of the mobile phone.

10、The APP can't load the video, what should I do if the camera is disconnected?

First check if the camera’s power and network are normal. If it is normal, turn off the camera and then restart it. If the cable is still offline after restarting, please remove the camera in the APP, restore the camera to factory settings, and then re-add the device.

11、APP prompts access to the device failed, what should I do?

Please reset the device after resetting it to factory settings. If this problem still occurs, please contact customer service staff for technical assistance.

12、APP often can not load the video, showing how to disconnect?

Troubleshoot the problem based on the camera’s indicator status:

  1. The indicator light is off, indicating that the device is not powered. Please check the power supply carefully and the power supply interface is normal. It is recommended to try the power supply.
  2. The indicator light is on, in two cases:

A: The indicator light is red, indicating that the camera’s network has been disconnected. Please check the stability of the WIFI network and restart the router. It is recommended to move the camera closer to the router.

B: The indicator light is blue, indicating that the camera’s network is normal. Please check if the mobile phone’s network is normal. If the mobile phone network is not smooth, the video stream may not be transmitted to the mobile phone. It is recommended that the mobile phone switch to WIFI.

13、Why do you have a circle in the middle when watching the video screen, will it delay?

The circle indicates that the video is loading. The delay indicates that the network is not smooth. Please check whether the network connected to the camera and the mobile phone is smooth. It is recommended to bring the camera closer to the WIFI router.

14、How many people can log in at the same time?

An account can only be logged in simultaneously by one mobile phone and one computer, and others can only watch the camera through the sharing mechanism.

16、Why is the shared account operation function not complete?

For security reasons, the shared account permissions are restricted, and some functions of the device cannot be operated. If other people need to operate the camera, they can log in directly with the bound account.

17、Why does configuring a camera network with other mobile phones fail?

A camera can only be bound by one account, and other accounts can only be viewed through the sharing mechanism. If other accounts need to reconfigure the camera, please remove the device under the first account.

18、the camera was stolen, can you still see the video?

    1. If you have purchased a cloud storage service, the video is saved on the cloud server and you can view the video on the cloud server.
    2. If the SD card is recorded and the SD card is lost, the video in the SD card cannot be viewed, but the APP can view the picture record of the mobile alarm push.

19、need to change a WIFI connection camera, what should I do?

Please delete the device in the app and reconfigure the network.

20、how to watch SD card video on the computer?

After installing the Cloudedge client on the computer, you can view the video in the SD card through the client.

21、What should I do if there is noise on the image when the light is dark?

Insufficient lighting can affect image quality. To ensure image quality, the camera image is black and white when there is insufficient light. Check if the image is in black and white mode, when infrared light is on. If the infrared light is not on, please hold the whole lens with your hand until you hear the click and release your hand, so that the camera’s infrared light is turned on and the image is changed to black and white mode.

22、How to judge whether the router WIFI is 2.4G or 5G?

Search router model by google, analyze the WIFI band supported by your router. The camera only supports 2.4G WIFI. If the router is a dual-band router, please connect the 2.4G band WIFI before adding the device. If the router only supports 5G WIFI and cannot add devices, it is recommended to replace the router. If the router only supports 2.4G, you can add devices.

23、How to judge whether the WIFI connected to the mobile phone is 2.4G or 5G?

By default, the dual-band router will issue two SSID names, such as “XXXX_2.4G”,”XXXX_5G”, and the phone selects “XXXX_2.4G”, which means that the connection is 2.4G WIFI. (Non-dual-band routers will not have two SSIDs).If you have manually modified the default SSID of the router before, please check the router setting interface to determine which SSID corresponds to 2.4G WIFI.