Troubleshooting your Smart WiFi Gen 2

The app is compatible with most phones running Android 4.1 and above, or IOS version 8.0 and above. If you have a compatible phone, make sure you have a stable internet connection and attempt to download it again. If you are trying to use the app on an iPad you need to search for iPhone app on the App Store.

Our App is constantly improving, and we welcome feedback from users so we can constantly improve features and fix any bugs quickly. Please message us using this link, and we will be happy to help.

Go into the storage menu and select ‘HDD manage’ and check the capacity of the hard disk. Also, check that your record settings are correct in the schedule menu.

Please make sure you have followed the initial set up wizard to set up the system and connect the app. If you have changed the DVR password you need to delete the camera/system from the app and add it again. To re-add the camera/system to your app after deleting, press + icon on the app main screen, then go on your DVR and select “Network” on main menu setting and then select “P2P” menu option and scan with your app the Device SN QR code, then follow the instruction on the app.

Please check your router is connected to the internet. Using a laptop or tablet connected to your wifi and then try to connect to a web page (example www.google.co.uk) to make sure your internet connection is working properly. Please also check that your DVR is online, go to “Network” in the main menu setting and then select P2P menu option in the right-hand side menu and make sure the status in online and the “enable” box is ticked.

Please check your router is connected to the internet. Using a laptop or tablet connected to your wifi and then try to connect to a web page (example www.google.co.uk) to make sure your internet connection is working properly. Please check also that your DVR is online, go to “Network” in the main menu setting and then select P2P menu option in the right-hand side menu and make sure the status in online and the “enable” box is ticked.

Check the connections from your monitor to DVR have not come loose, and that there is power to the monitor. Please also make sure you are using the HDMI cable provided. If you are using a smart TV this might not allow DVR connection using HDMI, please try with another monitor or use a VGA cable.

This is because settings have been changed or more cameras have been added.

For example, if your DVR is set to ‘always record’ then this will give you the shortest recorded time period.

If you select an option such as ‘motion detection’, this will give you a longer recording period as less data is being stored.

Check the user manual on how to set motion detection and other recording feature.

Lighting around the camera at night can cause this, such as security lights or street lamps. Try re-angling and/or relocating your camera. Then re-test.

Right click with the mouse and select ‘main menu’. Click on ‘forgot unlock pattern’ then go to ‘forgot password’ link.

• Open phones Settings app
• Tap on search at the top of the screen
• Search for “APN protocol”
• Set “APN protocol” to “IPv6”

If the users phone does not support the APN protocol setting it will not appear in the search results.

Make sure the connectors are securely in and do the following:

1. Check the power supply to the cameras.
2. Check that you are viewing the correct channel.
3. Make sure you have followed the initial set up wizard.
4. You can reset the DVR in factory mode and restart the process again.
5. Go to System in setting menu, select “Default” menu option on the left side menu and then press “Factory Default”

The app automatically streams in SD rather than HD to reduce data consumption (this is important for 3G/4G users with limited data bundles). Press the SD button below the camera streams and this will change the stream to HD.

If you have changed the wifi router, you need to update the wifi settings on the cameras.

• You need to reset the cameras by pressing the reset button on the bottom of the cameras for 10 seconds (led red flashing means reset is complete).
• After resetting the cameras, you need to plug the ethernet cable inside the camera’s connectors and connect it to the new router.
• Please go to the “Camera” menu option on the main menu setting
• Delete the cameras in the “Added device.”
• After deleting the device, you need to set the wifi cameras again (please make sure you have plugged the cameras into the router using the ethernet cable at this stage)
• Click the IP search button.
• Select the found cameras and click Add.
• Select “Wifi Camera” on the left-hand side menu, then select the camera channel and update the Wi-Fi name (SSID) and password.
• Save settings.

Please check more details on how to add a wifi camera on the section “Adding a WiFi camera” in the user manual.

When using the wifi cameras it’s not possible to playback using a multichannel screen. If you try to do that you will see a decode error message. To playback the wifi camera recording please select a single channel on the menu on the righthand side. Please see the user manual, for more details.

Please make sure the wifi signal strength in the location where the camera is installed is good (check with your phone).

Make sure the wifi cameras are added correctly to the DVR. Go to “Camera” in the setting menu, select the “Registration” menu option on the left side menu and then check the status of your cameras in the “Added Device” table. If the status icon is red, please click on “Edit” icon and modify the password making sure you add the correct camera password (usually is the same password used to set up the DVR).

Please check also that the wifi settings are correct. Select “WiFi Camera” on the left-hand side menu, select the camera channel and then make sure the right network is selected (SSID) with the right password (Connection Password). If everything is correct, the status should show “Connected”. If you are having a problem with adding a wifi camera, please see how to add a wifi camera in the user manual.

1. Make sure the wifi cameras are added correctly.
2. Go to “Camera” in the setting menu, select “Registration” menu option on the left side menu and then check the status of your cameras in the “Added Device” table.
3. If the status icon is red, please click on “Edit” icon and modify the password making sure you add the correct camera password (usually is the same password used to set up the DVR).
4. Please check also that the wifi settings are correct.
5. Select “Wifi Camera” on the left-hand side menu, select the camera channel and then make sure the right network is selected (SSID) with the right password (Connection Password).

If everything is right the status should show “Connected”.

If you are having a problem with adding a wifi camera, please see How to add a wifi camera in the user manual.