If you have problems or questions about any of the following, please call

Size: px

Start display at page:

Download "If you have problems or questions about any of the following, please call"

Ralph Taylor
6 years ago
Views:

1 Troubleshooting answers for the following problems are found on the next few pages in this document. 1. You forgot your login for the MyGuardianHome website. 2. You cannot connect to the MyGuardianHome website from your smartphone. 3. Your camera picture is not clear. 4. You cannot see video or you moved your camera and it is not working. If you have problems or questions about any of the following, please call Your camera has been physically damaged. You cannot connect to the Internet because of your cameras. Your video is poor quality or slow, and/or clips are being lost. You cannot view saved video clips from your PC. Your video clips are not being sent to your smartphone. You are running out of storage/upload space. Your camera goes on and off the network. You have slow, latent or missing video clips. You want to stop receiving video notifications. 1

2 Please read this information before proceeding to troubleshooting answers! The cameras offer two different system configurations: If you have a stand alone camera, this means: You have no security system, or no compatible security system, on your premises. You can view live video. You have Camera Video Motion Detection. - (Please note: Guardian does not monitor or provide service support for this feature. This function occurs when the camera detects motion in the portion(s) of the screen defined in the Video Motion Detection Settings screen.) If your camera is integrated with Guardian s GE Simon XT or Concord 4 Security System, this means: You have a compatible security system on your premises, therefore... You can view live video You have Security System-triggered Recording: -- Alarms -- Entry delay -- Arm /Disarm -- Sensor open / Close (available only if you purchased Advanced Interactive service) You have Camera Video Motion Detection. - (Please note: Guardian does not monitor or provide service support for this feature. This function occurs when the camera detects motion in the portion(s) of the screen defined in the Video Motion Detection Settings screen.) Camera systems will be supported by your home network and Internet service. The camera system will be isolated from your network by the Buffalo N150 Access Point networking device. Your Network Your Camera System 2

3 Please read this information before proceeding to troubleshooting answers! Camera Equipment Features / Specifications Standard Pan/Tilt Outdoor Fixed Lens No focal adjustments Wireless range up to 150 No backup battery Requires light at all times video Privacy Button Mounted as an option at an additional cost Pan/Tilt - manually pan and tilt the camera through a PC or smart phone Wireless range up to 150 No backup battery Requires light at all times video Privacy Button Mounted as an option at an additional cost Infrared LED - glows red and sees at night 30 nighttime distance No backup battery Weather resistant must be under cover Hardwired only Must be mounted All in one Networking Device may be used as: Access Point Router Repeater Buffalo N150 Networking Device NOTE: This device is for camera use only. Not for personal use. 3

6 Troubleshooting Your camera picture is not clear Potential Cause: Your lens could be dirty. Clean the lens gently with a lint-free cloth and non-streaking glass / plastic approved cleaner. Spray the cloth, not the camera, before cleaning. If this does not work, call

Troubleshooting You cannot see video (continued) Potential Cause #1: Have you moved your camera? If YES, you have moved your camera, then start by moving your camera back to its original position.

If you still wish to move your camera, try choosing alternate positions and look for the green light to appear on the Buffalo N150 Networking Device.

8 Troubleshooting You cannot see video (continued) Potential Cause #1: Have you moved your camera? If YES, you have moved your camera, then start by moving your camera back to its original position. Check to see if you can now see video. If you can see video, this is a sign that the new position is too far away from the Buffalo N150 Networking Device, resulting in poor signal strength. If you still wish to move your camera, try choosing alternate positions and look for the green light to appear on the Buffalo N150 Networking Device. Note that it can take up to five minutes for the camera to sync with the network. If after five minutes, the green light does not appear, then you may need an additional Buffalo N150 Networking Device in order to expand the camera s range. To find out how to purchase an additional Buffalo N150 Networking Device, call Potential Cause #2: Your camera may not be plugged in. Check to make sure that your camera is plugged in and that all connections are secure. Potential Cause #3: Your camera may be in Privacy Mode, meaning that you may have pressed the Privacy button on the camera. Your camera is equipped with a privacy button that will block video from being viewed when pressed. The MyGuardianHome website will display a blue screen in place of the camera image. To remove the privacy setting, press the P in the lower corner of the camera. If NO, you have not moved your camera, then continue to the next page. 8

9 Troubleshooting Potential Cause #4: Video service may be unavailable due to network or firewall settings. If you are at home, are unable to view video on your smartphone or home PC, and you have tried the troubleshooting solutions shown in Potential Causes 1, 2, and 3, then call If you are at a business, it is common for a company s computer network to prohibit viewing video services. Try viewing video from your home PC or smart phone. - If you are able to view video on your smartphone or home PC, then the network at the business is prohibiting viewing of video services. - If you are unable to view video on your smartphone or home PC, then call

1. Content of the Box

1. Content of the Box Shortform Guide Short form Guide Welcome to the Look Home Control and Monitoring system Short form User Guide Please note: Internet access is required as part of the installation process. This guide supports