SmartCam set-up trouble shooting guide
Some tips that may help you if you are struggling to set-up your SmartCam.
Rob Wilson avatar
Written by Rob Wilson
Updated over a week ago

If you are struggling to install your SmartCam on the Hedge app, this troubleshooting guide may provide some support. Failing that, please contact our friendly Technical Support team using the in-app chat and we will be happy to assist. 

This article is written in order of most likely cause from our experience supporting other customers. To diagnose the issue we recommend troubleshooting in this order:

1. Wi-Fi Name & Password

  • Please make sure that when you are typing in your Wi-Fi name (SSID) and password, it is exactly as stated on the router i.e. case sensitive, etc. The reason the SmartCam Wi-Fi network name needs to be manually keyed is related to OS-level security for certain types of devices. 

  • If you are 'copy and pasting' the details into the app, please make sure you do not leave any white spaces before or after the entry.

  • Some users accidentally type their Hedge app password into the Wi-Fi password field instead of their actual Wi-Fi password stated on the router - please double check you have entered the correct password. There is a reveal button (eye symbol) to allow you to check its accurate.

  • Some users have amended their Wi-Fi name and password within their router settings. If this is the case please make sure you have entered the revised details accurately, and not those still written on the router. 

  • Finally, double check using the reveal button: modern Smartphones have very sensitive touchscreens and the most common issue is keying in the wrong character during this stage of setup.

2. Router & Network

If your SmartCam is having connection issues or timing out during setup please check the following router and network guidelines:

  • Most Wi-Fi routers have both 2.4GHz or 5GHz networks available. Your SmartCam must connect to the 2.4GHz network.

  • Verify that you are trying to connect to the 2.4GHz network being broadcast by your router.

  • You can check which networks are available from your router by going into your phones settings and checking which are visible in the list of available networks to connect to. For iOS devices, go to your phone 'Settings' > 'Wi-Fi' to see names of the networks available. On Android devices, open the 'Settings' app > Choose 'Wi-Fi' or 'Wireless and Networks', again to see the names of the networks available. 

I see ONE network

  • If you only see one Wi-Fi network name that belongs to you, it should be a 2.4GHz.  If you are unsure if the available network is 2.4GHz please look at your router settings or call your Internet Service Provider (ISP) to find out. If you are only broadcasting a 5GHz network you can setup a 2.4GHz network in your router settings or ask your ISP to do this for you. Once setup/enabled it will have its own Wi-Fi Name (SSID) and Password to allow you to install your SmartCam.

I see TWO networks

  • If you see two or more Wi-Fi network names that belong to you, then you probably have a 2.4GHz and 5GHz dual-band router. If so, from your smartphone's Wireless settings page, look at the names of your Wi-Fi networks. A 2.4 GHz network may have "24G," "2.4," or "24" appended to the end of the network name. Or it might not have anything at all after the name. A 5 GHz network may have "5G," "5g," 5GHz," or "5" appended to the end of the network name, for example "MyWirelessNetwork - 5g". When setting up your SmartCam, please connect to the 2.4GHz band available. Please make sure your Smartphone is also connected to the 2.4GHz band when completing the set-up process. 

  • In some cases, the names of the 2.4GHz and 5GHz networks are the same. In this case, check under the router settings or with your ISP to find the name of the 2.4GHz network. Alternatively, you may wish to change the names respectively yourself, which can be done by contacting your ISP. 

3. Still having trouble setting up?

If you are confident that you have entered the correct Wi-Fi name (SSID) and password (step 1) and are connecting to a 2.4GHz network (step 2) on your router, then please try the steps below:

  • Make sure you are using a WPA/WPA2 encryption type for the router (you can find this information on the ISP label on the back of your router).

  • Please make sure your router requires a Wi-Fi password. For security we will not allow the SmartCam to connect to a router which is not password protected. 

  • The SmartCam will not work with Wi-Fi networks that have a landing page or require a browser to complete the connection. Common examples are hotels or offices. 

  • If you are using a Wi-Fi mesh/extender, please turn this off whilst you connect the camera directly to the 2.4GHz network band of the router. Once setup is complete you can turn the Wi-Fi extender back on. 

  • Make sure your network name doesn't include special characters, including those such as “ \ { } $ * ” etc. 

  • Power cycling the camera can also help reset the connection. Unplug the camera from the wall socket, wait for 30 seconds and then plug it back in. You can then try running the set-up process again. 

  • The last step we recommend is to force close the app, before opening it back up again. This will allow you to start the set-up process from scratch. 

If you are still unable to connect your SmartCam, please contact our Technical Support team via the in-app chat, so we can help look into the issue in more detail with you. 

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