If you are having issues adding your camera, there are a few things to check before contacting us.
Check the power and network connection
POE Cameras: Ensure the camera is connected to the network supply. For POE cameras the camera needs to be connected to a POE switch via an ethernet cable, that in turn is then connected to a power supply and the router.
WiFi Cameras: If the camera is a WiFi camera, it will need to be connected to the router via an ethernet cable for the initial set up process, unless it is already set up with the local network.
If the camera is successfully connected to the network and to power, try the below steps.
Restart the Router
Unplug your router from the power, or switch the power off at the wall.
Reconnect the power to the router after a few minutes.
Wait 5 minutes and check your camera status again.
💡 If you are trying to add a WiFi camera, and you have a "Dual Band" router that runs both 2.5ghz and 5ghz, make sure your PC and the camera are connecting to the 2.4ghz option.
Restart your Windows desktop app
Using the X in the top right-hand corner of the desktop app, click to close the desktop app.
Reopen the desktop app by clicking on the Cammy icon on your desktop.
Check your camera status again to see if the camera is now online.
Restart the Cammy Windows Hub Service
Head to the "Services" area of your PC. This can be found by typing "Services" into the search bar at the bottom left hand side of your machine home screen or check your "Windows Administrative Tools" folder for "Services".
Open up "Services" and scroll down until you find "Cammy Windows Hub". Right click on Cammy Windows Hub and then select "Restart". After a few minutes, return to your Windows desktop app to see if the camera is now online.
🗨️ If you have tried all of the above steps but are still experiencing issues when trying to add your camera, please reach out to one of the team via the contact us page, or live chat available on the desktop app, website and mobile app.