What should I do if the camera reports an error after scanning the QR code?

Camera reports a “Wi-Fi SSID not found” error

  1. The camera only supports 2.4GHz Wi-Fi. Please make sure to connect the camera to 2.4GHz Wi-Fi.
  2. Please make sure that the Wi-Fi signal exists and works. You can try to connect the Wi-Fi to your phone, if you can normally surf the Internet, it means that the Wi-Fi works.
  3. The error may be caused by the camera being too far away from the Wi-Fi router. Please place the camera near the Wi-Fi router or as close to the Wi-Fi router as possible.
  4. It is recommended that the Wi-Fi SSID (name) not contain special characters or be too long. If the Wi-Fi SSID (name) contains special characters or is too long, please try to simplify the Wi-Fi SSID (name) and try again.

Camera reports a “Wi-Fi password error” error

  1. Please double-check the password you entered and make sure it is correct. And please pay attention to special characters, e.g. white space.
  2. It is recommended that the password of the Wi-Fi not contain special characters or be too long. If the password of the Wi-Fi contains special characters or is too long, please try to simplify the password and try again.

Camera reports a “Cloud service connection fail” error

If the camera reports a “Cloud service connection fail” error, it means that the camera fails to build the connection with the cloud server.

  1. Please make sure that your Wi-Fi router is connected to an available network. You can try to connect the Wi-Fi to your phone, if you can normally surf the Internet, it means that the Wi-Fi works.
  2. If it is but the issue still exists, please restart your Wi-Fi router and try again.
  3. If the issue still exists after restarting the Wi-Fi router, it’s very possible that there is some restriction(s) on the Wi-Fi router. In this case, you can try the below:
    • Remove the restriction on the Wi-Fi router: enter the router’s admin address in the browser address bar (usually the admin address will be written on the router‘s body) > enter the admin password to go into the admin site > click LAN > click DHCP Server > Set Server 1 as 8.8.8.8 and Server 2 as 8.8.4.4 under “DNS and WINS Server Setting”.1111.png
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  • If possible, reset and re-configure your Wi-Fi router.
  • If possible, try to connect the camera to another Wi-Fi.

Camera reports an “Authentication error” error

  1. The error can be caused by the router’s authentication method not being supported.

Please set the router’s authentication method as WPA-PSK or WPA2-PSK. And please note that the camera only supports the AES encryption algorithm while the TKIP encryption algorithm is not supported.

  1. The error can also be caused by special authentication methods like SMS/Web authentication being enabled.
    • Please disable any special authentication method like SMS/Web authentication.
    • If possible, try to connect the camera to another Wi-Fi.

Camera reports a “Retrieving IP timeout” error

  1. The error can be caused by the DHCP server of the router not being enabled.

Please enter the router’s admin address in the browser address bar (usually the admin address will be written on the router‘s body) > enter the admin password to go into the admin site > click LAN > click DHCP Server to make sure the DHCP server is enabled and the IP Pool Address is set correctly.

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  1. The error can also be caused by there being too many devices connected to the router so the camera fails to get an IP from the router.
    • Please try to restart the router and try to connect the camera again.
    • If possible, try to connect the camera to another Wi-Fi.

If the camera reports nothing or you are still unable to connect the camera after trying the listed solutions, please submit feedback from the app for further technical assistance.