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Troubleshooting Center

What to do if the camera can't be turned on after firmware upgrade

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell

If your device stops working after you upgrade the firmware, please refer to the following steps to troubleshoot.

  1. Unexpected power outage due to insufficient power during firmware upgrade

When the camera upgrading the firmware online, the power of the camera is insufficient, resulting in unexpected power loss.

Solution: Before upgrading the firmware of the camera, please make sure that the power of the camera is above 30%, or connect the power supply before upgrading.

  1. The device turnsoff during firmware upgrade

When the camera upgrading the firmware online, the camera is turned off manually, resulting in the camera cannot be turned on after.

Solution: Do not turn off the camera during firmware upgrade.

If your camera is already unable to turn on, you can try to force restart the device by pressing the power button for 20 seconds.

If the above solutions cannot solve your problem, please provide your device SN number and contact our support team for more help.

What should you do if you can’t sign up for a CloudEdge account?

If you can’t sign up for a CloudEdge account, the following solutions may help.

Reason 1. Email does not work properly

Solution: You can verify by checking if your e-mail can send and receive normally.

Reason 2. The email address is incorrect

Solution: You may want to check that the email address you entered is correct.

Reason 3. The email address cannot receive the confirmation email

Solution: The confirmation email may be in spam.

Reason 4. The email address has been registered before

Solution: You can use this email account to log in. If you forget the original password, you can reset the password.

Reason 5. The current mobile phone network is unavailable

Solution: You can connect your phone to WiFi then register.

Reason 6. The mobile phone model does not match or the system does not support

Solution: You can try to register with a mobile phone of other system. If you are currently using an iPhone, register with an Android mobile phone in the same network environment.

If the above solutions cannot solve your problem, please provide your phone model and phone system version to contact our support team for more help.

What should you do if the camera is often disconnected?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Doorbell Bell J1.

If your device is often disconnected, the following solutions may help:

  1. Ensure that the camera installation location can get a good WiFi signal, recommended at 75% or more. You can use the "Installation Guide" in the APP to diagnose the network and determine whether the camera installation location is suitable and whether it can get a goodWiFi network.
  2. If the distance between the router and the camera is more than 10 meters and there are many obstacles or solid walls in the middle, the WiFi connection will be unstable and easy to drop. (The pure environment can reach 15 meters, there will be many interference factors in the actual us It is recommended not to exceed 10 meters)
  3. Restart and reconnect the camera and router. Check whether the camera has sufficient power, it will automatically shut down if the power is insufficient;
  4. The current environment has multiple WiFi interferences and the 2.4G hz channel is crowded. When setting the router, try to choose a channel without interference or with little interference; try to enter the background management settings of the router and change the channel;
  5. Move the camera close to the router to see if the image is clear. If it works normally, it may be that the signal obtained from the previous installation position is poor.

 

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help.

What should you do if motion detection frequently triggers alarm?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

If your camera has frequent alarm notifications triggered by motion detection, the following steps may help.

Reason 1. Historical Messages

Confirm if the messages triggered by the previous alarm has not been viewed. The messages triggered by subsequent alarms are repeatedly superimposed, which will mistakenly trigger the alarm multiple times.

Reason 2. Installation Position

Some potential environmental temperature changes may cause false alarms, such as water on the ground after rain, exterior AC units, heat source machines, and shaking leaves can cause PIR false alarms. These types of areas/objects need to be avoided. You can turn on humanoid filter.

Solution:

  1. It is recommended not to install the camera on the side of the road or in crowded location.
  2. Do not point the camera at a heat source like the exterior ACunit to avoid being triggered by mistake.
  3. Avoid the camera's lens directly facing the sun to avoid being triggered by mistake.
  4. Adjust the sensitivity of motion detection and reduce the motion detection range of the camera.
  5. Alarm schedule can be set to reasonably divide the time period of camera alarm.
  6. The alarm interval of the camera can be set to avoid uninterrupted alarms.
  7. It is recommended to set the maximum shooting time of the camera to 10 seconds.

 

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help.

What should you do if the camera shuts off automatically?

Applicable to: ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Doorbell Bell J1

If your camera shuts off automatically, it may be due to the following reasons.

Reason 1. The camera goes to sleep mode

The camera may go to sleep mode to save power after it is turned on and not connected to the Internet for a period.

Solution: Press the power button and the camera will restart.

Reason 2. The camera runs out of battery

The camera will automatically shut down when the battery runs out

Solution: Charge it with a 5V/2A or 5V/1A adapter and a Micro USB cable. It is recommended to use the camera after it is fully charged.

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help.

How to check if the solar panel is working?

For  ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S

There are two ways you can check if the solar panel is properly connected to your camera.

Method 1: Check the charging indicator next to the camera USB port. If the camera is connected to the ieGeek solar panel, the charging indicator shows a red light indicating that the camera is charging.

The charging indicator of ZS-GX1S is not next to the USB port, the specific location is shown in the following figure.

Method 2: Launch your CloudEdge app and check the battery icon in the preview interface. If the camera is connected to ieGeek solar panel, the battery icon shows a lightning pattern indicating that the camera is currently charging. Or go to Settings - Battery Management, if the power level shows charging in it means the camera is currently charging. As shown in the figure below.

What should you do if the camera fails to turn on?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

If your camera fails to turn on during use, please refer to the following steps to troubleshoot.

Scenario 1: When you press the button and hold it for 5 seconds with no power connected, the camera status indicator does not light up or the red light blinks for a while and cannot turn on.

Solution. 

① For the case that the camera has just been received, please connect the power supply and charge it for 30 minutes before turning on to exclude the situation that the battery is completely dead and cannot be turned on.

② Confirm that the power button is pressed. And try pressing it for a long time until the status indicator lights up, to exclude the situation that the camera cannot be turned on due to operating errors.

③ If the local temperature is low, please leave the camera indoors at -10 ℃ ~ 50 ℃ (14 ~ 122F) for about 1 hour. Then connect the power supply and charge the camera for 30 minutes before turning on.

Scenario 2: When you press the button and hold it for 5 seconds with the power connected, the camera status indicator lights up and the camera turns on. After unplugging the USB cable, the status indicator goes off and the camera cannot be turned on.

Solution. 

The camera battery may be low. Please try to keep charging the camera for 30 minutes before turning it on.

Scenario 3: When you press and hold the power button for 5 seconds after the camera is fully charged, the camera status indicator does not light up and camera cannot be turned on.

Solution. 

① Confirm that the power button is pressed, try to press and hold it for a longer time until the status indicator lights up, to exclude the situation that the camera cannot be turned on due to operating errors.

② If the local temperature is low, please leave the camera indoors at -10 ℃ ~ 50 ℃ (14 ~ 122F) for about 1 hour. Then connect the power supply and charge the camera for 30 minutes before turning on.

③ Try connecting the power directly then turn on the camera.

Scenario 4: When you press and hold the power button for 5 seconds after the SD card is inserted to the camera, the indicator light goes red and camera cannot turn on.

① The SD card file system format is inconsistent or the faulty card with bad sectors may cause the system to freeze when the camera is turned on, keep stagnant, and eventually fail to turn on.

② Please remove the SD card and try again. Before using the SD card, please format it as FAT32 on the computer. Or replace with a new SD card (usually it is recommended to use SD cards from SanDisk and Samsung).

③ Please remove the SD card and try turning on the camera without inserting the card.

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help. 

What should you do if the camera cannot connect to WiFi?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell

If the camera fails to connect to connect to WiFi, the following solutions may help.

General Connection Steps:

  1. Make sure the camera is turned on (if the device is in sleep mode, click it);
  2. Keep your router, phone, and device as close as possible. Then add device on APP.
  3. Reset the device.(Press reset button for 5 seconds. The reset hole needs to be poked with a pin for 5 seconds. Reset is successful when you hear the "bugu” sound) Wait until the device status indicator turns into a red light flashing---This step is critical
  4. Select the WiFi to be configured(2.4GHz WiFi). Ensure good WiFi and correct password input.
  5. Turn theQR code towards the lens of the device, with a distance of about 15-20cm. Connect it after the device hasa prompt tone.

 

  • The indicator has a solid red light.

Solution: Reset the device and re-plug the power supply

  • The indicator is red and blinking slowly but does not blink fast after the device scanned the QR code, and does not make a sound like “bugu”.

It may be that the camera does not recognize or cannot recognize the QR code. It may also be that the QR code of the mobile phone is abnormally displayed, the lens is out of focus, or the device is abnormal. You can troubleshoot with the following steps:

  1. When scanning the code, keepyour phone is 15-20cm away from the camera lens, and you can try to scan the code from multiple angles.
  2. The QR code may be abnormal. This situation mostly occurs in new mobile phones or models with less market share. Please provide a screenshot of the QR code and the system version of the phone model, and contact our support team for more help
  3. Make sure the lens is clean, then try to connect to an AP. And check if the lens is out of focus.
  4. If all connection methods failand the device does not respond when connecting, please provide the APP account, device’s SN, QR code, approximate time of occurrence, and APP name (preferably provide a video of connecting to the network), contact our support team for more help.

 

  • The indicator is red and blinking slowly and turns fast red light after the device scanned the QR code. But the fast red light does not turn blue.

solution:

  1. Please use 2.4Ghz WiFi
  2. Please make sure the WiFi name and password are correct
  3. Please try to restart the router, reset the device close to the router and reconfigure the network
  4. Please try to use the hotspot of other mobile phones instead of the router WiFi to configure the network

 

  • The indicator is red and blinking slowly and turns fast red light after the device scanned the QR code. And the fast red light turns blue after a while but the device failed to add to APP

Please contact our support team for further assistance by providing your device SN number or app account and the approximate time you added your device.

  • The indicator does not work at all

Solution:

  1. If there is no response when you press the button of the device, you can try to force restart by pressing and holding the power button for 20 seconds.
  2. It may be that your device has entered sleep mode. You can short press the power button (doorbell button). If the battery is dead, the device will not be able to turn on. You need to connect the charger to charge it.

What you should do if the PIR motion detection alarm is delayed?

  • Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

 

If your camera’s alarm triggered by motion detection is delayed, the following steps may help.

In general, the alarm message will have a 5-30 seconds delay depending on the network status. The network environment includes the Internet network quality and the WiFi quality of the camera. You need to confirm whether the WiFi connection is stable. You can temporarily place the camera near the router to check by the installation guide.

Secondly, make sure your mobile phone has a good network connection. It is recommended to update the app to the latest version. You can also test on another phone of different brand.

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help.

What to do if the camera status indicator is abnormal and cannot be turned on

Applicable to: ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell

If your camera is in an abnormal state during use, please refer to the following steps for troubleshooting.

Situation 1: The red light of the device status indicator is always on

Solution: Please press and hold the reset button to reset the device and try to connect to the network again, or try to press and hold the power button for 20 seconds to force restart the device.

Situation 2: The blue light of the device status indicator is always on

Solution: Please prepare TF card (2GB - 128GB), Windows computer, provide the device SN number, and restore the device firmware through the card to solve the problem.

If the above solution cannot solve your problem, please provide the device SN number and contact our support team for more help.

What should you do if the camera battery cannot be charged to 100%?

Suitable for: ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek J1 Doorbell

When you find that the camera battery has not been fully charged after two or three days of charging, or the charging indicator has not turned blue, please follow this article for preliminary troubleshooting.

Reason 1. The charging temperature is not suitable

For battery powered cameras, charging may not be possible if the temperature exceeds the charging temperature range of 0°C~45°C (32F~113F).

Solution: You can take the camera and battery back to the room and wait for it to come back to room temperature to charge for testing.

Reason 2. The specification of the power adapter is not suitable

Solution: Please check if the adapter specification is 5V/2A.

Reason 3. The USB interface is in poor contact

Solution: Please try to plug and unplug the USB charging cable again, or use another charger.

Reason 4. The charging speed is lower than the power consumption speed, and it seems that it cannot be charged

Please confirm if the camera is working while the battery is charging. If the camera is detecting motion or night IR on and all other power-consuming behavior, the rate of power consumption is much faster than the rate of charging. It may not be charged, or it has been unable to charge to 100% in a short time.

Solution: You can try to turn off the motion detection function and observe the camera for a while.

Reason 5. The battery camera is charging by solar panel

The charging power of the solar panel is low, and the battery cannot be fully charged to 100% in a short time due to the influence of sunlight.

Solution:

  1. Please adjust the angle of the solar panel to choose a location for your solar panel that receives the most sunlight throughout the year.
  2. Please use a USB adapter (5V/2A) to test whether the camera can be fully charged.
  3. Please keep the surface of the solar panel clean, refer to How to Improve the Charging Efficiency of ieGeek Solar Panels.

 

If the above solutions cannot solve your problem, please provide the device SN number and contact our support team for more help.

What You Should Do if You Fail to Register A CloudEdge Account

If your CloudEdge registration fails, the following solutions may help.

Reason 1. Wrong Country Code

Solution: Please select the correct country code for registration.

Reason 2. Unavailable Network

Solution: When registering an account, please ensure that the mobile phone network is normal.

Reason 3. Permission Not Allowed

Solution: Make sure that the network and location permissions of the APP are enabled.

If the above solutions cannot solve your problem, please provide your phone model and phone system version to contact our support team for more help.

Why there is only the back but not the object in the alarm snapshot?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

Once PIR detects a moving object, it activates the camera and starts taking screenshots within a second.

  1. If the object moves too fast, there is a high probability that only the back can be photographed.
  2. Adjust the sensitivity of motion detection to improve the detection range.
  3. Try to face the camera in an open environment, which is beneficial to improve the spatial range of detection.

Why mobile phone can’t receive alarm notifications?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

You need to enable the permission of the app to receive push messages. When you download and log in to the APP for the first time, a pop-up window will prompt you to enable this permission. If you choose to not enable, you need to enter the phone system settings - notifications - find the APP, and enable the notification permission.

Confirm that the notification push permission of the APP in the mobile phone settings is turned on, and whether all the mobile alarm settings in the APP are turned on.

Under normal circumstances, when an abnormality is detected, a message will appear in the notification bar of the mobile phone. Whether there is a sound or vibration depends on the settings of the mobile phone.

What you should do if the SD card doesn’t record motion detection video?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Doorbell Bell J1.

If the SD card doesn’t record motion detection video, the following steps may help:

  1. To prevent SD card abnormalities, it is recommended to use Kingston or SanDisk Micro SD cards, which must meet the following conditions: Class10 read/write speed requirement and FAT32 file format.
  2. Please check whether the motion detection function is The device will not detetcte motion if it is off, so it will not record.
  3. The device has 7 days of free cloud storage. You can activate cloud storage to confirm whether the cloud storage is recording. If your cloud storage is workingbut the SD card cannot record, it may be the problem with the SD card itself. It is recommended that you reformat the card on the computer before using it or replace it with another card.
  4. The APP shows the SD card failsto format. Please check if the SD card can access files on cumputer, and format it to FAT32 that can be recognized by the camera. Please check if the network is stable. In an unstable network environment, the SD card may fail to format.

Note: After adding the device on APP, exFAT SD card will prompt that it is not supported, please format the SD card (the status of SD card is unknown at the moment). After formatting the card on APP, click Finish to return to the setting interface. Then enter again.

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help. 

Why is battery life less than expected?

Suitable for: ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

The expected battery life is calculated by testing under laboratory conditions. If the camera is triggered to wake up 15 times per day, the battery can last about 3 months. The actual battery life may vary due to many factors such as environment, usage habits, etc. The actual battery life shall prevail. You can refer to the following factors to solve your problem:

Factor 1: PIR triggered frequently

The battery life depends on the number of times the camera is working. The more times the camera is woken up to work, the faster the battery life will drain.

Solution: It is recommended to adjust to the appropriate sensitivity and the installation location, away from locations with heavy traffic, AC exterior units, and direct sunlight.

Note: There are only two options for sensitivity in the motion detection function of some devices. If the trigger is too sensitive, please lower the sensitivity.

Factor 2: IR triggered frequently at night

After the camera is triggered at night, the IR will be turned on by default. When the IR is turned on, the camera will consume lots of power. So the more times PIR is triggered at night, the more times the camera will be woken up. The more times the IR is turned on, the faster the battery drains.

Solution: It is recommended to adjust the installation position. The camera should be installed in an optically sufficient area, or the "Motion Detection" working period can be set.

Factor 3: APP frequently accessed/live-streamed

Solution: Avoid accessing and checking the camera through the APP too frequently or for too long. It is recommended to access the camera when necessary.

Factor 4: Unstable Wi-Fi

An unstable Wi-Fi connection can cause the camera to consume more power while transferring data, or even cause the camera to disconnect.

Solution: Please install the camera near the router. Keep the signal between the camera and the router good and stable to ensure that the camera can work well.

Factor 5: Unsuitable working environment

Make sure the battery camera is in the ambient temperature range of -10℃~50℃ (14~122F).

Solution: Install the camera in a suitable environment to prolong battery life.

Factor 6: Standby state

With the usage of the camera, the standby state will also consume the power of the camera. Although it is very small, it is also a factor leading to power consumption. This factor will be strictly controlled in the product test stage to ensure the good battery, so it can be ignored.

If the above solutions cannot solve your problem, please provide the device SN number and contact our support team for more help.

What you should do if PIR motion detection alarm doesn’t work?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

Before that, please make sure that the equipment indicator light is on when you walk close in front of the camera.

  1. If the red light is flashing oralways on, you can try to turn on and off again to see if the device can return to normal.
  2. If the light is off, that does not trigger the alarm, you can pressthe power button to turn on the device. If the device still cannot be turned on, you need to confirm if the power is insufficient and needs to be charged.
  3. If the blue light is on, please test the phone notification permission.Or you have turned on humanoid detection, or it is caused by unstable network.

 

Note: It takes 5 stages from PIR motion detection triggering the alarm to mobile phone receiving notification, as shown in the image below:

Trigger Actions: Comfirm whether there is any movement of people or animals within the range that the camera can capture, or whether there is a change in the temperature of the environment where the camera is located.

Camera Alarm Settings: Confirm whether the alarm interval is set (the interval can be turned off), whether humanoid detection is enabled (after humanoid detection is turned on, the non-human information records will be filtered but not alarmed), and the motion detection sensitivity should be appropriately increased.

Router: Make sure that the camera can get a stable WiFi signal, it is recommended to be above 75%. Unstable WiFi signal may affect the camera motion detection and not alarm.

CloudEdge Server: If the server is abnormal, the router will not be able to receive the instructions sent by the server, so it will not be able to establish signal transmission with mobile phone, resulting in no alarm for motion detection.

Mechanism for Pushing Alarm Notifications: When the network quality is good, the alarm noitification will be actively pushed by Apple, Google GMS, Huawei HMS, and background App. It is best if the WiFi strength is above 85%, so that the router can successfully transmit the message to the mobile phone. If the push mechanism fails to push the message, the mobile phone cannot receive the message command, which will cause the motion detection to not alarm.

Notification Settings:

Confirm the following scenarios when the phone does not turn on Do Not Disturb mode.

  1. iPhone: Check the information notification permission setting of the App CloudEdge, whether the information notification permission of the App is allowed;
  2. Android phone:

Check the information notification settings of the mobile phone system for the App, including (message push, notification settings): settings-Apps-cloudedge-notifications: advertisements allow notifications, (all) cloudedge allows notifications, and all related cloudedge notification behaviors are enabled ;

The app optimization settings of the mobile phone system need to allow the app to be resident in the background (the mobile phone status bar has a small app icon);

Check the CloudEdge settings to see if the app is resident in the background (there is a small app icon in the status bar of the phone).

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help. 

What you should do if the real-time image loads slowly?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

If the real-time image loading is very slow when accessing the camera through the App, there may be the following reasons.

When the camera is connected to the server, the DNS resolution is too slow, and the connection takes a long time. You can reset the device and add it again;

The WiFi environment connected to the camera has potential problems, such as the signal of the WiFi amplifier connected or the WiFi is unstable and interferes greatly, you need to adjust your network;

The mobile phone network itself is slow, you can try to temporarily use the mobile phone hotspot instead of the router to troubleshoot the problem. It is recommended to use the WiFi hotspot of the Android mobile phone to confirm and troubleshoot the following problems: after the mobile network of the mobile phone is turned on, then turn on the hotspot function, and use another mobile phone to operate the network distribution. This method is used to troubleshoot network failures caused by home WiFi problems.

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help. 

What you should do if you cannot log in to CloudEdge account?

If you are unable to log in to your CloudEdge account, the following solutions may help.

Reason 1. Unavailable Network

Solution: You can connect your phone to WiFi then try again.

Reason 2. Wrong Country Code

Solution: Please check if you chose the wrong country code. If you register in the United States, you will not be able to log in if you choose the UK code. You need to select the correct country code to log in.

Reason 3. Wrong Account or Password

Solution: Please enter the correct account and password to log in.

Reason 4. APP cache problem

Solution: Try uninstalling and reinstalling, and then enter your account password to log in.

If the above solutions cannot solve your problem, please provide your phone model and phone system version to contact our support team for more help.

What to do if the camera battery cannot be charged?

Suitable for: ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell

If you encounter the following scenarios, the battery may not be rechargeable:

  1. When using the DC power adapter to charge the camera, the camera cannot be turned on;
  2. When using the DC power adapter to charge the camera, the LED light below the USB interface flashes alternately red and blue or has no light;
  3. The camera has been charged for a few days without any change in power;

 

Before doing so, we recommend that you verify that the DC adapter and USB charging cable are working properly with other devices:.

  • Adapter specification requires 5V2A
  • The USB charging cable should not be too long (about 1m is recommended)

 

Reason 1. The temperature is not suitable

Solution: For battery powered cameras, charging may not be possible if the temperature exceeds the charging temperature range of 0°C~45°C (32F~113F). You can take the camera and battery back to the room and wait for it to come back to room temperature to charge for testing.

Reason 2: The charging interface is faulty

Solution: Check the charging port for oxidation/rust, cracks or bends.

Reason 3. The charging speed is less than the power consumption speed, and it seems that it cannot be charged

Solution: Please confirm whether the camera is working while charging. If the camera is detecting motion or previewing infrared on at night and other behaviors that consume power, the speed of power consumption is much faster than the speed of charging, and it may be considered impossible to charge, or it may not be able to charge to 100% in a short period of time. You can try to turn off the motion detection function and observe for a while.

If the above solutions cannot solve your problem, please provide the device SN number and contact our support team for more help.

What if the motion detection does not trigger the alarm?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell

If your camera does not detect motion, the following steps may help:

  1. Check if all settings about motion detection within the APP are turned on and if you set a working period.
  2. Check ifthe alarm message list has
  3. If you need to detect animals, you need to close the "human detection".
  4. It is recommended to install the camera at a height of 2-3 meters, tilted down about 45 degrees.It can improve the range of motion detection.
  5. Set a higher sensitivity.
  6. Motion detection has a range limit.Moving objects beyond 8 meters from the camera are difficult to be detected.
  7. It is not recommended to install the camera in a small space or against the glass, which will greatly affect the range of motion detection.

 

If the above solutions can not solve your problem, please provide the device’s SN number and contact our support team for more help.

What you should do if the real-time images cannot be loaded?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

If you access the camera by App and the real-time images cannot be loaded, there may be the following reasons.

 

Scenario 1. The APP cannot be loaded, and the camera has no lights.

Solution: Please check whether the camera is in sleep mode or out of power, and then charge it.

Scenario 2. The App cannot be loaded, and the camera displays a red light flashing.

Solution: Please check the current network of the camera and reconfigure the network.

Scenario 3. The App cannot be loaded, and the camera displays a blue light.

Solution: Please access again, or switch to mobile network and try again.

Scenario 4. The App prompts that access to the device fails and the device is offline.

Solution: Please restore the device and add it again.

 

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help. 

What should you do if the camera cannot reset?

Applicable to: ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell

If the camera can't reset, here are some possible reasons for your reference.

Reason 1. The reset button is damaged

Please check if the reset button is damaged.

Reason 2. The device has turned off.

The reset should be done with the camera turned on. If it is turned off, the reset cannot be done.

Reason 3. The time of pressing the button is too short

Please refer to How to Restore Factory Settings.

If the above solutions cannot solve your problem, please provide the device's SN number and contact our support team for more help.

What Should You Do if the Solar Panel Can't Be Charged?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S

There are various reasons why the solar panel stops supplying power to the camera battery. Please follow the steps below to solve the problem.

  1. Bad Contact of the Charging Cable

Please check if the charging cable of the solar panel is loosely connected to the charging interface of the camera / poor contact. And re-plug the cable to ensure a good connection between the solar panel and the camera.

  1. Weak Sunlight Exposure

Make sure the solar panel is facing the sun and not blocked by trees, buildings, other obstacles. Please refer to How to Improve the Charging Efficiency of ieGeek Solar Panels.

  1. Unsuitable Temperature

Make sure the camera works in the ambient temperature range of 0℃~45℃ (32F~113F).

  1. Frequent Triggering/Remote Access

The battery camera will consume battery power when it is frequently triggered or remotely accessed by APP. The charging speed of the solar panel is not as fast as the consumption of power, especially in the case of insufficient sunlight is more significant. Please close the "motion detection" function and reduce the number of remote accesses. Observe for two days to see if the battery power has increased.

  1. Solar Panel Damage

If the conditions permit, please power another camear with the solar panel to see if it works. Under sunny conditions, if the camera's power indicator lights up red and the APP also displays the charging icon, it means it is currently charging.

  1. Camera Battery Failure

Please use a 5V/2A adapter and a Micro USB cable to charge the camera. Check if the power indicator on the back of the camera is on, and if the APP shows the charging icon.

If the above solution cannot solve your problem, please provide your devices SN number and contact our support team for more help.

What Should You Do if the Camera Restarts Automatically?

Suitable for: ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S, ieGeek Bell J1 Doorbell.

If you are doing live monitoring via the camera and confirm that the camera disconnects and the status light goes out when the battery is charged, this may be the reason why the camera restarts automatically. Here are some possible reasons for your reference.

Reason 1. The reset button is stuck or damaged

Check if the reset button is stuck or damaged.

Reason 2: Poor contact between the camera body and the battery

Please confirm whether the camera was accidentally dropped, bumped, or flooded during use, which may be cause poor contact between the battery and the camera.

Reason 3. The camera had an error when upgrading the firmware

Please confirm whether the problem occurs after the camera is upgraded. It may be because of an error in the firmware upgrade process. Please try to reset the device and upgrade it again.

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help.

What should I do if the camera fails to turn on?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

If your camera fails to turn on during use, please refer to the following steps to troubleshoot.

Scenario 1: When you press the button and hold it for 5 seconds with no power connected, the camera status indicator does not light up or the red light blinks for a while and cannot turn on.

① For the case that the camera has just been received, please connect the power supply and charge it for 30 minutes before turning on to exclude the situation that the battery is completely dead and cannot be turned on.

② Confirm that the power button is pressed. And try pressing it for a long time until the status indicator lights up, to exclude the situation that the camera cannot be turned on due to operating errors.

③ If the local temperature is low, please leave the camera indoors at -10 ℃ ~ 50 ℃ (14 ~ 122F) for about 1 hour. Then connect the power supply and charge the camera for 30 minutes before turning on.

Scenario 2: When you press the button and hold it for 5 seconds with the power connected, the camera status indicator lights up and the camera turns on. After unplugging the USB cable, the status indicator goes off and the camera cannot be turned on.

The camera battery may be low. Please try to keep charging the camera for 30 minutes before turning it on.

Scenario 3: When you press and hold the power button for 5 seconds after the camera is fully charged, the camera status indicator does not light up and camera cannot be turned on.

① Confirm that the power button is pressed, try to press and hold it for a longer time until the status indicator lights up, to exclude the situation that the camera cannot be turned on due to operating errors.

② If the local temperature is low, please leave the camera indoors at -10 ℃ ~ 50 ℃ (14 ~ 122F) for about 1 hour. Then connect the power supply and charge the camera for 30 minutes before turning on.

③ Try connecting the power directly then turn on the camera.

Scenario 4: When you press and hold the power button for 5 seconds after the SD card is inserted to the camera, the indicator light goes red and camera cannot turn on.

① The SD card file system format is inconsistent or the faulty card with bad sectors may cause the system to freeze when the camera is turned on, keep stagnant, and eventually fail to turn on.

② Please remove the SD card and try again. Before using the SD card, please format it as FAT32 on the computer. Or replace with a new SD card (usually it is recommended to use SD cards from SanDisk and Samsung).

③ Please remove the SD card and try turning on the camera without inserting the card.

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help. 

What to do if the camera can't be turned on after firmware upgrade?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell

If your device stops working after you upgrade the firmware, please refer to the following steps to troubleshoot.

  1. Unexpected power outage due to insufficient power during firmware upgrade

When the camera upgrading the firmware online, the power of the camera is insufficient, resulting in unexpected power loss.

Solution: Before upgrading the firmware of the camera, please make sure that the power of the camera is above 30%, or connect the power supply before upgrading.

  1. The device turnsoff during firmware upgrade

When the camera upgrading the firmware online, the camera is turned off manually, resulting in the camera cannot be turned on after.

Solution: Do not turn off the camera during firmware upgrade.

If your camera is already unable to turn on, you can try to force restart the device by pressing the power button for 20 seconds.

If the above solutions cannot solve your problem, please provide your device SN number and contact our support team for more help.

How to do if the camera status indicator is abnormal and cannot be turned on?

Applicable to: ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell

If your camera is in an abnormal state during use, please refer to the following steps for troubleshooting.

Situation 1: The red light of the device status indicator is always on

Solution: Please press and hold the reset button to reset the device and try to connect to the network again, or try to press and hold the power button for 20 seconds to force restart the device.

Situation 2: The blue light of the device status indicator is always on

Solution: Please prepare TF card (2GB - 128GB), Windows computer, provide the device SN number, and restore the device firmware through the card to solve the problem.

If the above solution cannot solve your problem, please provide the device SN number and contact our support team for more help.

Why is battery life less than expected?

Suitable for: ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

The expected battery life is calculated by testing under laboratory conditions. If the camera is triggered to wake up 15 times per day, the battery can last about 3 months. The actual battery life may vary due to many factors such as environment, usage habits, etc. The actual battery life shall prevail. You can refer to the following factors to solve your problem:

Factor 1: PIR triggered frequently

The battery life depends on the number of times the camera is working. The more times the camera is woken up to work, the faster the battery life will drain.

Solution: It is recommended to adjust to the appropriate sensitivity and the installation location, away from locations with heavy traffic, AC exterior units, and direct sunlight.

Note: There are only two options for sensitivity in the motion detection function of some devices. If the trigger is too sensitive, please lower the sensitivity.

Factor 2: IR triggered frequently at night

After the camera is triggered at night, the IR will be turned on by default. When the IR is turned on, the camera will consume lots of power. So the more times PIR is triggered at night, the more times the camera will be woken up. The more times the IR is turned on, the faster the battery drains.

Solution: It is recommended to adjust the installation position. The camera should be installed in an optically sufficient area, or the "Motion Detection" working period can be set.

Factor 3: APP frequently accessed/live-streamed

Solution: Avoid accessing and checking the camera through the APP too frequently or for too long. It is recommended to access the camera when necessary.

Factor 4: Unstable Wi-Fi

An unstable Wi-Fi connection can cause the camera to consume more power while transferring data, or even cause the camera to disconnect.

Solution: Please install the camera near the router. Keep the signal between the camera and the router good and stable to ensure that the camera can work well.

Factor 5: Unsuitable working environment

Make sure the battery camera is in the ambient temperature range of -10℃~50℃ (14~122F).

Solution: Install the camera in a suitable environment to prolong battery life.

Factor 6: Standby state

With the usage of the camera, the standby state will also consume the power of the camera. Although it is very small, it is also a factor leading to power consumption. This factor will be strictly controlled in the product test stage to ensure the good battery, so it can be ignored.

If the above solutions cannot solve your problem, please provide the device SN number and contact our support team for more help.

What to do if the camera battery cannot be charged?

Suitable for: ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell

If you encounter the following scenarios, the battery may not be rechargeable:

  1. When using the DC power adapter to charge the camera, the camera cannot be turned on;
  2. When using the DC power adapter to charge the camera, the LED light below the USB interface flashes alternately red and blue or has no light;
  3. The camera has been charged for a few days without any change in power;

 

Before doing so, we recommend that you verify that the DC adapter and USB charging cable are working properly with other devices:.

  • Adapter specification requires 5V2A
  • The USB charging cable should not be too long (about 1m is recommended)

 

Reason 1. The temperature is not suitable

Solution: For battery powered cameras, charging may not be possible if the temperature exceeds the charging temperature range of 0°C~45°C (32F~113F). You can take the camera and battery back to the room and wait for it to come back to room temperature to charge for testing.

Reason 2. The charging interface is faulty

Solution: Check the charging port for oxidation/rust, cracks or bends.

Reason 3. The charging speed is less than the power consumption speed, and it seems that it cannot be charged

Solution: Please confirm whether the camera is working while charging. If the camera is detecting motion or previewing infrared on at night and other behaviors that consume power, the speed of power consumption is much faster than the speed of charging, and it may be considered impossible to charge, or it may not be able to charge to 100% in a short period of time. You can try to turn off the motion detection function and observe for a while.

If the above solutions cannot solve your problem, please provide the device SN number and contact our support team for more help.

What should I do if the camera battery cannot be charged to 100%?

Suitable for: ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek J1 Doorbell

When you find that the camera battery has not been fully charged after two or three days of charging, or the charging indicator has not turned blue, please follow this article for preliminary troubleshooting.

Reason 1. The charging temperature is not suitable

For battery powered cameras, charging may not be possible if the temperature exceeds the charging temperature range of 0°C~45°C (32F~113F).

Solution: You can take the camera and battery back to the room and wait for it to come back to room temperature to charge for testing.

Reason 2. The specification of the power adapter is not suitable

Solution: Please check if the adapter specification is 5V/2A.

Reason 3. The USB interface is in poor contact

Solution: Please try to plug and unplug the USB charging cable again, or use another charger.

Reason 4. The charging speed is lower than the power consumption speed, and it seems that it cannot be charged

Please confirm if the camera is working while the battery is charging. If the camera is detecting motion or night IR on and all other power-consuming behavior, the rate of power consumption is much faster than the rate of charging. It may not be charged, or it has been unable to charge to 100% in a short time.

Solution: You can try to turn off the motion detection function and observe the camera for a while.

Reason 5. The battery camera is charging by solar panel

The charging power of the solar panel is low, and the battery cannot be fully charged to 100% in a short time due to the influence of sunlight.

Solution:

  1. Please adjust the angle of the solar panel to choose a location for your solar panel that receives the most sunlight throughout the year.
  2. Please use a USB adapter (5V/2A) to test whether the camera can be fully charged.
  3. Please keep the surface of the solar panel clean, refer to How to Improve the Charging Efficiency of ieGeek Solar Panels.

 

If the above solutions cannot solve your problem, please provide the device SN number and contact our support team for more help.

How to check if the solar panel is working?

For  ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S

There are two ways you can check if the solar panel is properly connected to your camera.

Method 1: Check the charging indicator next to the camera USB port. If the camera is connected to the ieGeek solar panel, the charging indicator shows a red light indicating that the camera is charging.

The charging indicator of ZS-GX1S is not next to the USB port, the specific location is shown in the following figure.

Method 2: Launch your CloudEdge app and check the battery icon in the preview interface. If the camera is connected to ieGeek solar panel, the battery icon shows a lightning pattern indicating that the camera is currently charging. Or go to Settings - Battery Management, if the power level shows charging in it means the camera is currently charging. As shown in the figure below.

What Should You Do if the Solar Panel Can't Be Charged?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S

There are various reasons why the solar panel stops supplying power to the camera battery. Please follow the steps below to solve the problem.

  1. Bad Contact of the Charging Cable

Please check if the charging cable of the solar panel is loosely connected to the charging interface of the camera / poor contact. And re-plug the cable to ensure a good connection between the solar panel and the camera.

  1. Weak Sunlight Exposure

Make sure the solar panel is facing the sun and not blocked by trees, buildings, other obstacles. Please refer to How to Improve the Charging Efficiency of ieGeek Solar Panels.

  1. Unsuitable Temperature

Make sure the camera works in the ambient temperature range of 0℃~45℃ (32F~113F).

  1. Frequent Triggering/Remote Access

The battery camera will consume battery power when it is frequently triggered or remotely accessed by APP. The charging speed of the solar panel is not as fast as the consumption of power, especially in the case of insufficient sunlight is more significant. Please close the "motion detection" function and reduce the number of remote accesses. Observe for two days to see if the battery power has increased.

  1. Solar Panel Damage

If the conditions permit, please power another camear with the solar panel to see if it works. Under sunny conditions, if the camera's power indicator lights up red and the APP also displays the charging icon, it means it is currently charging.

  1. Camera Battery Failure

Please use a 5V/2A adapter and a Micro USB cable to charge the camera. Check if the power indicator on the back of the camera is on, and if the APP shows the charging icon.

If the above solution cannot solve your problem, please provide your devices SN number and contact our support team for more help.

What should you do if the camera shuts off automatically?

Applicable to: ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Doorbell Bell J1

If your camera shuts off automatically, it may be due to the following reasons.

Reason 1. The camera goes to sleep mode

The camera may go to sleep mode to save power after it is turned on and not connected to the Internet for a period.

Solution: Press the power button and the camera will restart.

Reason 2. The camera runs out of battery

The camera will automatically shut down when the battery runs out

Solution: Charge it with a 5V/2A or 5V/1A adapter and a Micro USB cable. It is recommended to use the camera after it is fully charged.

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help.

What Should You Do if the Camera Restarts Automatically?

Suitable for: ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S, ieGeek Bell J1 Doorbell.

If you are doing live monitoring via the camera and confirm that the camera disconnects and the status light goes out when the battery is charged, this may be the reason why the camera restarts automatically. Here are some possible reasons for your reference.

Reason 1. The reset button is stuck or damaged

Check if the reset button is stuck or damaged.

Reason 2. Poor contact between the camera body and the battery

Please confirm whether the camera was accidentally dropped, bumped, or flooded during use, which may be cause poor contact between the battery and the camera.

Reason 3. The camera had an error when upgrading the firmware

Please confirm whether the problem occurs after the camera is upgraded. It may be because of an error in the firmware upgrade process. Please try to reset the device and upgrade it again.

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help.

What should you do if the camera cannot reset?

Applicable to: ieGeek Battery Camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell

If the camera can't reset, here are some possible reasons for your reference.

Reason 1. The reset button is damaged

Please check if the reset button is damaged.

Reason 2. The device has turned off.

The reset should be done with the camera turned on. If it is turned off, the reset cannot be done.

Reason 3. The time of pressing the button is too short

Please refer to How to Restore Factory Settings.

If the above solutions cannot solve your problem, please provide the device's SN number and contact our support team for more help.

What if the motion detection does not trigger the alarm?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell

If your camera does not detect motion, the following steps may help:

  1. Check if all settings about motion detection within the APP are turned on and if you set a working period.
  2. Check ifthe alarm message list has
  3. If you need to detect animals, you need to close the "human detection".
  4. It is recommended to install the camera at a height of 2-3 meters, tilted down about 45 degrees.It can improve the range of motion detection.
  5. Set a higher sensitivity.
  6. Motion detection has a range limit.Moving objects beyond 8 meters from the camera are difficult to be detected.
  7. It is not recommended to install the camera in a small space or against the glass, which will greatly affect the range of motion detection.

 

If the above solutions can not solve your problem, please provide the device’s SN number and contact our support team for more help.

What you should do if motion detection frequently triggers alarm?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

If your camera has frequent alarm notifications triggered by motion detection, the following steps may help.

Reason 1. Historical Messages

Confirm if the messages triggered by the previous alarm has not been viewed. The messages triggered by subsequent alarms are repeatedly superimposed, which will mistakenly trigger the alarm multiple times.

Reason 2. Installation Position

Some potential environmental temperature changes may cause false alarms, such as water on the ground after rain, exterior AC units, heat source machines, and shaking leaves can cause PIR false alarms. These types of areas/objects need to be avoided. You can turn on humanoid filter.

Solution:

  1. It is recommended not to install the camera on the side of the road or in crowded location.
  2. Do not point the camera at a heat source like the exterior ACunit to avoid being triggered by mistake.
  3. Avoid the camera's lens directly facing the sun to avoid being triggered by mistake.
  4. Adjust the sensitivity of motion detection and reduce the motion detection range of the camera.
  5. Alarm schedule can be set to reasonably divide the time period of camera alarm.
  6. The alarm interval of the camera can be set to avoid uninterrupted alarms.
  7. It is recommended to set the maximum shooting time of the camera to 10 seconds.

 

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help.

What you should do if the PIR motion detection alarm is delayed?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

If your camera’s alarm triggered by motion detection is delayed, the following steps may help.

In general, the alarm message will have a 5-30 seconds delay depending on the network status. The network environment includes the Internet network quality and the WiFi quality of the camera. You need to confirm whether the WiFi connection is stable. You can temporarily place the camera near the router to check by the installation guide.

Secondly, make sure your mobile phone has a good network connection. It is recommended to update the app to the latest version. You can also test on another phone of different brand.

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help.

What you should do if PIR motion detection alarm doesn’t work?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

Before that, please make sure that the equipment indicator light is on when you walk close in front of the camera.

  1. If the red light is flashing oralways on, you can try to turn on and off again to see if the device can return to normal.
  2. If the light is off, that does not trigger the alarm, you can pressthe power button to turn on the device. If the device still cannot be turned on, you need to confirm if the power is insufficient and needs to be charged.
  3. If the blue light is on, please test the phone notification permission.Or you have turned on humanoid detection, or it is caused by unstable network.

 

Note: It takes 5 stages from PIR motion detection triggering the alarm to mobile phone receiving notification, as shown in the image below:

Trigger Actions: Comfirm whether there is any movement of people or animals within the range that the camera can capture, or whether there is a change in the temperature of the environment where the camera is located.

Camera Alarm Settings: Confirm whether the alarm interval is set (the interval can be turned off), whether humanoid detection is enabled (after humanoid detection is turned on, the non-human information records will be filtered but not alarmed), and the motion detection sensitivity should be appropriately increased.

Router: Make sure that the camera can get a stable WiFi signal, it is recommended to be above 75%. Unstable WiFi signal may affect the camera motion detection and not alarm.

CloudEdge Server: If the server is abnormal, the router will not be able to receive the instructions sent by the server, so it will not be able to establish signal transmission with mobile phone, resulting in no alarm for motion detection.

Mechanism for Pushing Alarm Notifications: When the network quality is good, the alarm noitification will be actively pushed by Apple, Google GMS, Huawei HMS, and background App. It is best if the WiFi strength is above 85%, so that the router can successfully transmit the message to the mobile phone. If the push mechanism fails to push the message, the mobile phone cannot receive the message command, which will cause the motion detection to not alarm.

Notification Settings:

Confirm the following scenarios when the phone does not turn on Do Not Disturb mode.

  1. iPhone: Check the information notification permission setting of the App CloudEdge, whether the information notification permission of the App is allowed;
  2. Android phone:

Check the information notification settings of the mobile phone system for the App, including (message push, notification settings): settings-Apps-cloudedge-notifications: advertisements allow notifications, (all) cloudedge allows notifications, and all related cloudedge notification behaviors are enabled ;

The app optimization settings of the mobile phone system need to allow the app to be resident in the background (the mobile phone status bar has a small app icon);

Check the CloudEdge settings to see if the app is resident in the background (there is a small app icon in the status bar of the phone).

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help. 

Why mobile phone can’t receive alarm notifications?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

You need to enable the permission of the app to receive push messages. When you download and log in to the APP for the first time, a pop-up window will prompt you to enable this permission. If you choose to not enable, you need to enter the phone system settings - notifications - find the APP, and enable the notification permission.

Confirm that the notification push permission of the APP in the mobile phone settings is turned on, and whether all the mobile alarm settings in the APP are turned on.

Under normal circumstances, when an abnormality is detected, a message will appear in the notification bar of the mobile phone. Whether there is a sound or vibration depends on the settings of the mobile phone.

What you should do if the SD card doesn’t record motion detection video?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Doorbell Bell J1.

If the SD card doesn’t record motion detection video, the following steps may help:

  1. To prevent SD card abnormalities, it is recommended to use Kingston or SanDisk Micro SD cards, which must meet the following conditions: Class10 read/write speed requirement and FAT32 file format.
  2. Please check whether the motion detection function is The device will not detetcte motion if it is off, so it will not record.
  3. The device has 7 days of free cloud storage. You can activate cloud storage to confirm whether the cloud storage is recording. If your cloud storage is workingbut the SD card cannot record, it may be the problem with the SD card itself. It is recommended that you reformat the card on the computer before using it or replace it with another card.
  4. The APP shows the SD card failsto format. Please check if the SD card can access files on cumputer, and format it to FAT32 that can be recognized by the camera. Please check if the network is stable. In an unstable network environment, the SD card may fail to format.

Note: After adding the device on APP, exFAT SD card will prompt that it is not supported, please format the SD card (the status of SD card is unknown at the moment). After formatting the card on APP, click Finish to return to the setting interface. Then enter again.

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help. 

What You Should Do if the Camera Cannot Connect to WiFi?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell

If the camera fails to connect to connect to WiFi, the following solutions may help.

General Connection Steps:

  1. Make sure the camera is turned on (if the device is in sleep mode, click it);
  2. Keep your router, phone, and device as close as possible. Then add device on APP.
  3. Reset the device.(Press reset button for 5 seconds. The reset hole needs to be poked with a pin for 5 seconds. Reset is successful when you hear the "bugu” sound) Wait until the device status indicator turns into a red light flashing---This step is critical
  4. Select the WiFi to be configured(2.4GHz WiFi). Ensure good WiFi and correct password input.
  5. Turn theQR code towards the lens of the device, with a distance of about 15-20cm. Connect it after the device hasa prompt tone.

 

  • The indicator has a solid red light.

Solution: Reset the device and re-plug the power supply

  • The indicator is red and blinking slowly but does not blink fast after the device scanned the QR code, and does not make a sound like “bugu”.

It may be that the camera does not recognize or cannot recognize the QR code. It may also be that the QR code of the mobile phone is abnormally displayed, the lens is out of focus, or the device is abnormal. You can troubleshoot with the following steps:

  1. When scanning the code, keepyour phone is 15-20cm away from the camera lens, and you can try to scan the code from multiple angles.
  2. The QR code may be abnormal. This situation mostly occurs in new mobile phones or models with less market share. Please provide a screenshot of the QR code and the system version of the phone model, and contact our support team for more help
  3. Make sure the lens is clean, then try to connect to an AP. And check if the lens is out of focus.
  4. If all connection methods failand the device does not respond when connecting, please provide the APP account, device’s SN, QR code, approximate time of occurrence, and APP name (preferably provide a video of connecting to the network), contact our support team for more help.

 

  • The indicator is red and blinking slowly and turns fast red light after the device scanned the QR code. But the fast red light does not turn blue.

solution:

  1. Please use 2.4Ghz WiFi
  2. Please make sure the WiFi name and password are correct
  3. Please try to restart the router, reset the device close to the router and reconfigure the network
  4. Please try to use the hotspot of other mobile phones instead of the router WiFi to configure the network

 

  • The indicator is red and blinking slowly and turns fast red light after the device scanned the QR code. And the fast red light turns blue after a while but the device failed to add to APP

Please contact our support team for further assistance by providing your device SN number or app account and the approximate time you added your device.

  • The indicator does not work at all

Solution:

  1. If there is no response when you press the button of the device, you can try to force restart by pressing and holding the power button for 20 seconds.
  2. It may be that your device has entered sleep mode. You can short press the power button (doorbell button). If the battery is dead, the device will not be able to turn on. You need to connect the charger to charge it.

What you should do if the camera is often disconnected?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Doorbell Bell J1.

If your device is often disconnected, the following solutions may help:

  1. Ensure that the camera installation location can get a good WiFi signal, recommended at 75% or more. You can use the "Installation Guide" in the APP to diagnose the network and determine whether the camera installation location is suitable and whether it can get a goodWiFi network.
  2. If the distance between the router and the camera is more than 10 meters and there are many obstacles or solid walls in the middle, the WiFi connection will be unstable and easy to drop. (The pure environment can reach 15 meters, there will be many interference factors in the actual us It is recommended not to exceed 10 meters)
  3. Restart and reconnect the camera and router. Check whether the camera has sufficient power, it will automatically shut down if the power is insufficient;
  4. The current environment has multiple WiFi interferences and the 2.4G hz channel is crowded. When setting the router, try to choose a channel without interference or with little interference; try to enter the background management settings of the router and change the channel;
  5. Move the camera close to the router to see if the image is clear. If it works normally, it may be that the signal obtained from the previous installation position is poor.

 

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help.

What should you do if you can’t sign up for a CloudEdge account?

If you can’t sign up for a CloudEdge account, the following solutions may help.

Reason 1. Email does not work properly

Solution: You can verify by checking if your e-mail can send and receive normally.

Reason 2. The email address is incorrect

Solution: You may want to check that the email address you entered is correct.

Reason 3. The email address cannot receive the confirmation email

Solution: The confirmation email may be in spam.

Reason 4. The email address has been registered before

Solution: You can use this email account to log in. If you forget the original password, you can reset the password.

Reason 5. The current mobile phone network is unavailable

Solution: You can connect your phone to WiFi then register.

Reason 6. The mobile phone model does not match or the system does not support

Solution: You can try to register with a mobile phone of other system. If you are currently using an iPhone, register with an Android mobile phone in the same network environment.

If the above solutions cannot solve your problem, please provide your phone model and phone system version to contact our support team for more help.

What you should do if you cannot log in to CloudEdge account?

If you are unable to log in to your CloudEdge account, the following solutions may help.

Reason 1. Unavailable Network

Solution: You can connect your phone to WiFi then try again.

Reason 2. Wrong Country Code

Solution: Please check if you chose the wrong country code. If you register in the United States, you will not be able to log in if you choose the UK code. You need to select the correct country code to log in.

Reason 3. Wrong Account or Password

Solution: Please enter the correct account and password to log in.

Reason 4. APP cache problem

Solution: Try uninstalling and reinstalling, and then enter your account password to log in.

If the above solutions cannot solve your problem, please provide your phone model and phone system version to contact our support team for more help.

What You Should Do if You Fail to Register A CloudEdge Account?

If your CloudEdge registration fails, the following solutions may help.

Reason 1. Wrong Country Code

Solution: Please select the correct country code for registration.

Reason 2. Unavailable Network

Solution: When registering an account, please ensure that the mobile phone network is normal.

Reason 3. Permission Not Allowed

Solution: Make sure that the network and location permissions of the APP are enabled.

If the above solutions cannot solve your problem, please provide your phone model and phone system version to contact our support team for more help.

Why there is only the back but not the object in the alarm snapshot?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

Once PIR detects a moving object, it activates the camera and starts taking screenshots within a second.

  1. If the object moves too fast, there is a high probability that only the back can be photographed.
  2. Adjust the sensitivity of motion detection to improve the detection range.
  3. Try to face the camera in an open environment, which is beneficial to improve the spatial range of detection.

What you should do if the real-time images cannot be loaded?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

If you access the camera by App and the real-time images cannot be loaded, there may be the following reasons.

 

Scenario 1. The APP cannot be loaded, and the camera has no lights.

Solution: Please check whether the camera is in sleep mode or out of power, and then charge it.

Scenario 2. The App cannot be loaded, and the camera displays a red light flashing.

Solution: Please check the current network of the camera and reconfigure the network.

Scenario 3. The App cannot be loaded, and the camera displays a blue light.

Solution: Please access again, or switch to mobile network and try again.

Scenario 4. The App prompts that access to the device fails and the device is offline.

Solution: Please restore the device and add it again.

 

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help. 

What you should do if the real-time image loads slowly?

Applicable to: ieGeek battery camera ZS-GX5, ZS-GX2S, DD201, S02, ZS-GX1S; ieGeek Bell J1 Doorbell.

If the real-time image loading is very slow when accessing the camera through the App, there may be the following reasons.

When the camera is connected to the server, the DNS resolution is too slow, and the connection takes a long time. You can reset the device and add it again;

The WiFi environment connected to the camera has potential problems, such as the signal of the WiFi amplifier connected or the WiFi is unstable and interferes greatly, you need to adjust your network;

The mobile phone network itself is slow, you can try to temporarily use the mobile phone hotspot instead of the router to troubleshoot the problem. It is recommended to use the WiFi hotspot of the Android mobile phone to confirm and troubleshoot the following problems: after the mobile network of the mobile phone is turned on, then turn on the hotspot function, and use another mobile phone to operate the network distribution. This method is used to troubleshoot network failures caused by home WiFi problems.

If the above solutions cannot solve your problem, please provide the device’s SN number and contact our support team for more help. 

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Still Need Help?

We are happy to assist you at any time.

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Still Need Help?

We are happy to assist you at any time.

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