Applies to: I41KT
Q1: Device Binding Failure
A:
Please try the following:
1. When configuring the Wi-Fi password, select an available network and enter the correct Wi-Fi password.
2. The device only supports 2.4GHz networks. When selecting Wi-Fi, make sure you do not select a 5GHz network.
3. Verify that the Wi-Fi you configured has internet access.
Q2: Bluetooth device not found
A:
1. Please ensure that your phone's Bluetooth is turned on.
2. If you are using iOS 11 or above, make sure to enable "Allow New Connections" when turning on Bluetooth.
3. If you are using iOS 13 or above, in addition to the previous step, allow Bluetooth permission for the "Im Cam" app in your iOS settings.
Q3: Push Notifications on iPhone but No Sound Alert
A:
1.Confirm whether the silent switch on the phone is turned on.
2.Verify if it is in "Do Not Disturb" mode. In this mode, apps typically do not produce sound or vibration for received notifications. Click on the location marked in the image below to check. If you wish to allow app notifications in "Do Not Disturb" mode, you can adjust the settings accordingly.
3.Make sure the sound is enabled in the notification settings of the Im Cam app.
4.Verify that the phone ringtone settings have an appropriate volume level.
Q4: Device alarm messages are not being pushed.
A:
1. If you are using an Android phone, check if you have granted notification permissions in [My] - [Video Call Settings] within the app. If you are using an iOS phone, ensure the app has notification management permissions.
2. If you have granted app notification permissions, verify in the app's [Messages] - [Settings] (top right corner) that [Device Alarm Notifications] are enabled. If disabled, alarm messages won't be pushed.
3. If you want to receive motion alarm messages, ensure in the app that the device [Settings] - [Motion Detection Settings] - [Motion Detection Switch] is enabled. Motion alarm messages are only pushed when this setting is turned on.
Q5: The device video is in black and white.
A:
1. Please check if the device [Settings] - [Infrared Night Vision] is set to [Auto Switch] or [Always On]. If set to [Always On], the video remains black and white. If set to [Auto Switch], the video turns black and white in darker conditions.
2. In low-light conditions, night vision mode produces black-and-white images for greater clarity. With no color interference, it allows the camera to enhance contrast and sharpness, capturing details in nighttime scenes more effectively.
Q6: Calling the cell phone using the device, but the phone does not respond.
A:
1. If you are using an Android phone, please check if the app has notification permissions in [My] - [Video Call Settings]. For iOS users, ensure the app has notification management permissions.
2. If already authorized, check the app version. If not the latest, consider updating to the latest version.
Q7: Phone and device call: No sound on the device end.
A:
1. Check if the device [Settings] - [Device Volume] is set to 0; if so, the device will have no sound during calls.
2. If the device volume is not 0, suggest enabling [Motion Detection Settings] in [Settings] and setting [Device Notification Sound] to either [Bark] or [Alarm]. Check if the device immediately produces the corresponding sound after this setting. If not, there may be an issue with the device speaker; consider contacting the seller to explain the situation and request a replacement.
Q8: The images on the message page are not loading
A:
1. Confirm if your app is the latest version. If not, it is recommended to update to the latest version.
2. If already updated to the latest version and images still fail to load, we suggest providing feedback on the selected region during registration (check in [My] - [Settings] - [Account & Security]). Go to [My] - [Help & Feedback] - [Submit Feedback] within the app, explain the situation to customer support, and our team will arrange for further assistance.
Q9: Use on multiple phones
A:
1. The account supports multiple logins on different terminals, which means that you can use multiple phones to log in to the same account simultaneously.
2. You can also share the devices under your account with other users by using the device sharing feature. You can access this feature by going to the "Settings" -> "Share with other users" section on the device page.
Q10: Bandwidth for viewing stream
A:
To ensure smooth viewing of real-time video streams, it is recommended to have an upload bandwidth of no less than 512kbps.
During live video streaming, the data usage is approximately 2MB per minute, and enabling audio will add an additional 0.4MB per minute.
Q11: Device disconnected
A:
1. Verify that the Wi-Fi network the device is connected to has a stable internet connection and can access the internet smoothly.
2. Check the power cord and adapter; if they don't match, frequent power shortages and disconnections may occur.
Q12: Cloud Storage Questions
A:
What is Cloud Storage Service? 1. Cloud Storage Service is a video cloud storage service developed by Shenzhen Sailan Technology Co., Ltd. based on technologies such as mobile object detection. 2. After users purchase the service, when the camera detects movement of people or objects, the video is automatically encrypted and uploaded to the cloud. Users can conveniently view historical videos stored in the cloud. Why Choose Cloud Storage Service? By purchasing cloud storage service, users can easily manage and review surveillance videos. Compared to traditional SD card storage, cloud storage offers the following advantages: 1. More Flexibility: Cloud storage allows users to choose unlimited capacity video storage for 7 days/30 days based on their needs, while traditional SD cards can only store a fixed amount of video. 2. More Stability: Cloud storage is not affected by issues like card damage or device failure. Even if the device is offline, users can still view cloud-stored videos. What's the Difference Between 7-Day Cloud Storage and 30-Day Cloud Storage? 1. "7-Day Cloud Storage Service (cyclic storage for 7 days)" covers the last seven days, providing convenient access to and retrieval of data during that period. 2. "30-Day Cloud Storage Service (cyclic storage for 30 days)" covers the last thirty days, allowing users to conveniently access and retrieve data during that period. Users can choose the service type that suits their needs. What to Do If Cloud Storage Service Doesn't Reflect After Successful Payment? 1. After successful activation, there is a response time, usually within 2 minutes, for the corresponding cloud storage service to be activated for your account. 2. Please wait patiently. If it hasn't reflected after 2 minutes, you can: (1) Use [My] - [Help & Feedback] - [Submit Feedback] to describe the situation with images and text. (2) Call 0755-83185921 to inform customer service of the issue. |
Q13: The device rotates unexpectedly.
A:
1. Verify if the device's [Settings] - [Motion Follow] feature is enabled. If enabled, the device will rotate when detecting the movement of people or objects.
2. If [Motion Follow] is not enabled, check if the device is shared with other users. If shared with other users with [Full Permissions], they can also control the device's rotation.
3. If the device has automatic updates enabled (check in [Settings] - [Device Upgrade]), it may undergo automatic updates, sometimes during the early morning. After the update, the device may restart and default to a rotated position.
Q14: Experiencing intermittent playback of the content
A:
1. Cloud Video Playback: Cloud storage service is dynamic, storing videos only when people or objects are detected in motion.
2. Card Playback: SD card storage default is also dynamic cloud storage. You can switch to "Continuous Recording All Day" in the device [Settings] - [SD Card Recording Settings] - [Recording Settings], and the SD card will store continuous recording content throughout the day.
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