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It suddenly says that the Camera is not supported for now and tells me to update the App?
"Dear user, we are sorry for your inconvenience. Please check in the following ways: Please confirm whether the App you are using is the App recommended by the camera; Enter the mobile application market/App Store to check whether the App is the latest version; After updating the App to the latest version, check whether the camera's firmware version is the latest. The main function of the camera relies on cloud services, therefore if you do not use the App recommended by the device or update to the latest App, the camera will not be used anymore. Thank you for your understanding and support."
Failed to build encrypted channel/video stream has stopped working?
"Dear user, we are sorry for your inconvenience. This problem is usually caused by fluctuations in the network connection of the camera. Please follow these steps to configure: The router frequency band is set to 2.4GHz The router encryption mode is WPA / WPA2 mode Disable wireless access control and cancel the black and white list option Enable DHCP function It is recommended not to operate the Mac address The router's Wi-Fi name and password are set to English + number. Your mobile phone system version does not meet the requirements of the App (Requires iOS≥V10.0 version, Android≥V5.0 version) Thank you for your support and understanding."
I get notifications about movement but can't live stream at all.
"Dear user, we are sorry for your inconvenience. Please check in the following ways: Since this is caused by network instability, it is recommended that you try again when the network is good or switch the network, and upgrade the firmware and app versions to the latest. Your mobile phone system version does not meet the requirements of the App (Requires iOS≥V10.0 version, Android≥V5.0 version) If the problem persists, please contact us again and provide a screenshot of this page for further troubleshooting.Thank you for your understanding and support!"
SD card has no data inside?
Dear user, we are sorry for your inconvenience. You are suggested to try to use a card reader to format the memory card as FAT32 on the PC, then insert it into your device to use, at last, remove and re-add the device within a stable and strong network. Thanks for your support.
Why can't I remotely unlock a Zigbee smart door lock?
"Possible causes include: The hardware does not support remote unlocking, and the embedded wireless module version is too old. The gateway is incompatible with the device. Change to a newer gateway. The gateway firmware version is earlier than 1.1.9. Upgrade the gateway firmware."
How do I distinguish between Wi-Fi and Zigbee smart door locks?
1. Check whether a logo is provided on the product's outer package. 2. If not, confirm the product brand. For a FingerCrystal smart door lock, press 3# and enter the administrator password. The ''0'' key will blink. Press ''#'' to check whether the indicator switches between quick blinking and slow blinking. If yes, it is a Wi-Fi smart door lock. If not, it is a Zigbee smart door lock. For other vendors' smart door locks, remove the module, and check the module type. If the lock uses a ZS5 module, it is a Zigbee smart door lock. If the lock uses an E1S module, it is a Wi-Fi smart door lock.
What can I do if I cannot connect a Zigbee smart door lock to a Zigbee gateway?
"Dear user, we are sorry for your inconvenience. Please check in the following ways: Restart the Zigbee smart door lock and gateway and reconnect them. Check the strength of signals that the lock is receiving. Place the smart door lock 5 m or less away from the gateway. Confirm the firmware version. Typically, Zigbee door locks with a module firmware version earlier than 1.0.7 may encounter this issue. To resolve it, reset the gateway. If the problem persists, ensure that the smart door lock and gateway are in the same channel."
Why doesn't a Zigbee smart door lock have the temporary password feature?
"Dear user, we are sorry for your inconvenience. Possible causes include: The hardware does not support the temporary password feature, and the embedded wireless module version is too old. The gateway is incompatible with the device. Change to a newer gateway. The gateway firmware version is earlier than 1.1.9. Upgrade the gateway firmware. If a temporary password fails to unlock the smart door lock, perform the following steps: View the temporary password status in the app to check whether it was configured successfully. Check whether the password took effect. Provide the device virtual ID to the technical support for troubleshooting."
What can I do if a Zigbee smart door lock constantly goes offline in the app?
Dear user, we are sorry for your inconvenience. Please check in the following ways: Check the distance between the door lock and the gateway. We recommend that the direct distance is within 15 m when there is no wall between them. Check whether the gateway is connected to a stable network. Use the fingerprint or password to unlock the door multiple times and check whether all unlocking records are displayed in the app. If only some records are displayed, the network is unstable or the door lock is too far away from the gateway. As a result, the signals are weak. If all records are displayed in the app, open the door remotely through the app, or add a temporary password in the app and use this password to open the door. If the success rate is low, the network is unstable. If you cannot identify the cause, provide the device virtual ID or device ID to the after-sales service personnel. We will view gateway logs and analyze the causes for you.
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