Purpose of Guide
To help troubleshoot the most common problem customers face connecting the camera to their Wi-Fi network. It will help to solve the issue where the camera is not found during the final set up stage and your trying to add your Wi-Fi router username and password to the camera.
Before You Begin
Make sure you camera is plugged in and powered up and preferably in the same room.
If you are not very confident in your understanding of how your router works it might be best to contact your Internet Service Provider and ask them to do it for you. If done incorrectly it can result in you being unable to connect to your router. This won't break your router, but you may need to have someone set it back up for you!
For most routers this won't be a very difficult process at all, but if you attempt it yourself we are not responsible if it is done incorrectly and causes connection issues.
It seems like you have encountered a problem encountered by lots of Wi-Fi devices in circulation from our cameras to printers etc. Newer modern routers provided by your ISP (usually within last 2 years) are often dual band. This means that they transmit 2 frequencies on which you connect your devices; 2.4GHz and 5.8GHz.
5.8GHz is a more modern frequency which can provide faster speeds, but does not penetrate walls as well and as such does not transmit as far as the 2.4ghz band. Since our cameras are often through a wall, we have purposely set them up on the 2.4GHz range.
The issue occurs when the camera is trying to work on 2.4GHz but your phone or tablet, which your using to input the username and password, will pick up the 5.8GHz network. This means both devises are unable to talk to each other and complete the set up process. This guide will help you solve it.
Let's Get Started
There are 2 solutions for this:
1. If you are mildly technical OR willing to have a go!
Log into your router and change the setting. To do this you can use the details on the back of the router to log in or search online for the your model of router and how to log into it.
Follow the instructions to login. Basically you type in the IP address of the router into a browser on your PC or MAC and that allows you to login to the router.
Once logged in you are looking for a setting on how to change the 'wireless band' or to 'enable split banding' on your router. This is usually in the advanced settings tab but can differ depending on your router. It is a good idea to look online for 'how to enable 2.4 ghz on [your router model]'.
Once you have logged in, change the wireless band to 2.4GHz and save. This will override the dual band temporarily whilst you set up your camera.
Then go through the final stages of the camera set up again on your device again using the steps on the relevant guide. It should not find the camera. Once connected, if needed, go back to your router and change back the original dual band set up.
2. If you are not technically minded
Call your ISP and ask them to help you with setting up your router to work with 2.4GHz band temporarily whilst you configure the device OR see if you can contact a friend to help you. You will be following the same process as above but with the guidance of your ISP or friend.
N.B As a router is equipment supplied by a third party, we are unable to assist with this process or support it in anyway.
We hope you have found this guide useful. If it has not answered your question you can see related articles on the right or raise a ticket.