Common questions about our security cameras, recorders, and accessories.

 

Q: What to do if the App keeps crashing?

A: Please uninstall the app first, and then reinstall the app to see if it fixes the issue.

 

Q: What to do if I cannot log in the App?

A: 1). Please check if the network works properly. 2). Confirm if you have selected the corresponding country code. 3). Check if the account name and password are correct. 4). Please uninstall and reinstall the app if the problem still exists.

 

Q: What to do if I cannot sign up in the App?

A: 1). Please download the app on another phone and see if you can register the account successfully under the same network conditions. For example, if you use iPhone now, please try an Android phone to see if you can sign up. 2). Use another WiFi network to register.

 

Q: Can I still view the videos if my camera is stolen?

A: Yes, you can view the videos saved on the cloud server if you have subscribed to the cloud storage service.

 

Q: What should I do if the app can’t load the videos and the device is disconnected?

A: Please check the network first. If the network is working, please restart the camera. If the camera is still disconnected after restart, please remove the camera from the app and restore it to the factory settings, and then re-add the camera to the app.

 

Q: What should I do if the app fails to connect the device?

A: Please restore the device to the factory settings and re-add it to the app. If this problem still occurs, please contact us directly at support@camstro.com.

 

Q: The video cannot play smoothly and a circle appears on the screen.

A: The circle on the screen indicates the video is loading. Video delay is caused by the unstable network. Please check the network condition, and then place the camera as close as possible to the router.

 

Q: Fail to add devices or cannot configure the network.

A: The camera doesn’t support 5 GHz WiFi. Please choose the 2.4 GHz WiFi for connecting the camera. The WiFi password must be entered correctly, without any complicated or special letters. Check if the network is in good condition, if not, please restart the router and try again.

 

Q: Can’t configure the camera network by other phones.

A: A camera can only be bound by one account, while others can only view the live stream via the sharing mechanism. Only when the device is removed from the bound account, the other account can add and configure the camera successfully.

 

Q: How to confirm if the WiFi connected to the phone is 2.4 GHz or 5 GHz?

A: By default, the dual-band routers will issue two SSID names, such as: “XXXX_2.4 G” or “XXXX_5 G”. If you select the “XXXX_2.4 G”, it means your phone is connecting to 2.4 GHz 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 settings to determine which SSID corresponds to 2.4 GHz WiFi.

 

Q: How many people can log in the same account at the same time?

A: An account can only be logged in on one smartphone, while others can only view the videos via the sharing mechanism.

 

Q: How many accounts can I share with?

A: There are no limited accounts.

 

Q: Why doesn’t the shared account have the complete permission to operate the device?

A: For safety consideration, permission of the shared accounts is limited. They could operate the full functions only by logging in with the bound or admin account.

 

Q: The smartphone cannot receive the alarm messages.

A: Please confirm that the app push notification is enabled on your phone and all the mobile alarm settings in the app are turned on.

 

Under normal circumstance, messages will show on the notification top bar of your mobile phone when motion events are detected. It depends on your phone settings whether there is a sound or vibration reminder.