Troubleshooting the setup with AP mode

If the first startup via AP mode did not succeed, please see which case match your issue, and then check the appropriate solutions.

Case 1: The camera cannot be found in the app during setup guide, even the smartphone is connected to the Camera WiFi.

In most cases, the cause is that on some smartphone, the phone will auto use mobile data as high priority, ignore the connected WiFi. Please check the solution below.
Solution:
(IMPORTANT: If you are using an iPhone or iPad, please first go to check the notes below.)

1. Deactivate the mobile data on the smartphone.
2. Exit the WIWACAM app, then open it again.
3. start the setup from the beginning again via AP mode. Tap the “+” button on the top right, select the camera model, then click “other option” on the top right and select AP mode.

Notes for iPhone/iPad users:
If you are using an iPhone/iPad, please perform the following steps first.
1. the camera must be connected to power and in AP mode, so the status LED must be flashing red and blue alternately.
2. go to the Wi-Fi settings of iPhone/iPad, in the list of all Wi-Fi networks found, please find the Wi-Fi of the camera. Its name begins with “WIR-“.
3. click on the -button next to the camera’s WLAN, click “Ignore this network”. 
4. done.

Case 2: The camera is not shown as “online” after the progress bar has passed .
Case 3
: The WIWACAM app has found the camera and added it to the app, but it is shown as “offline” (always or sometimes).

After the WiFi password has been sent to camera via the app, the camera will first reboot and then try to connect to the home WLAN using the WiFi password you provide.
If the WLAN password is not correct or somehow restricted at the router, the camera cannot connect to the WLAN. That’s why the app then shows it as “offline”.
First, please check what signal the camera’s status LED is displaying.
The status LED can be used to determine the status of the camera.

1. no light (or only green light)
The camera has no power. Check that the camera is connected to the power supply, e.g. to a USB power adapter or a power bank.
The app cannot establish the connection because the camera is turned off.
Solution:
Connect camera to power source, follow the quick start guide or the one in the app to see how to turn on the camera. Wait for one minute and check the signal of the status LED again.


2. Solid Red
Solid Red means that the WLAN network cannot be reached or the WLAN signal is too weak. Move the camera closer to the router.
Solution:
1. if there is a micro SD card in the camera, please remove it.
2. Move the camera closer to the router, preferably 4 to 9 feet away (2-3m) . Check whether it then lights up blue continuously (possibly. It will first blink blue, which means that it is trying to connect.
3. if the status LED of the camera is still permanently red or if you notice that the video transmission is possible, but it is very jerky, please click here to contact us, mention ‘case3 in ap mode’.
4. If the camera works normally again after removing the micro SD card, please click here to contact us.


3.
Flashing Red
Flashing Red means that the WLAN password is incorrect. With an incorrect WLAN password, the camera cannot connect to your router.
In this case, you must reset the camera and set it up again with the correct WLAN information.
Solution:
Reset the camera, wait until it has restarted and the status LED flashes alternately red and blue. Then start the new setup again (i.e., go to app –> click + in top right corner -> select model and follow the app guide).


4. Flashing Red and Blue
Flashing red and blue alternatively indicates that the camera is still or back in factory state and waiting for setup.
Solution:
Reset the camera again,
wait until it has restarted and the status LED flashes red and blue alternately. Then start the new setup again (i.e., go to app –> click + in top right corner -> select model and follow the app guide).


5. Solid Blue
Solid blue means the camera is connected to your WLAN.
We could check if phone is connected to same WiFi as camera, the app could see the camera as online or not.
Solution:
Please follow the steps below,

1. Be careful not to connect the camera to a guest WiFi. Restrictions often apply to guest access, the camera then does not have full access. Thus, it can happen that the camera is connected to the WLAN (and the status LED is continuously blue), but the app cannot establish the connection to it.

If you are sure that the camera has been connected to a guest WiFi, please reset the camera to factory default first, and then set up again to connect to normal WiFi. 

—If you are sure that the camera is NOT connected to a guest access, please check the following items——
1. open the Wi-Fi settings on the smartphone, connect it to the same Wi-Fi that the camera is connected to.

2. start the WIWACAM app. Check if the camera is displayed as “online” or “offline” after approx. 30 seconds.

3. if the camera is online at step 2, it means the camera is working normally. One possible cause is that the WIWACAM app on the smartphone lacks certain network permissions. For example, please go to the system settings of the smartphone and check if the app has the permission to use mobile data.

4. if the problem is not solved yet, please click here to contact us.

Case 4: Failure to name the camera or set a new camera password (error message “Timeout” or no response).

Click here to contact us. Please also indicate ‘case 4 in ap mode’.

Case 5: The app crashes during startup, so the setup cannot be completed. 

Click here to contact us. Please also indicate ‘case 5 in ap mode’.

If you are not sure which case applies to you,
please just click here
to get support.

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