FAQs

     - Pre-Purchase 
     - Camera Basics 
     - Troubleshooting 

  • How can I find the camera's local IP address?

    1. Use the Camera Live program to find the camera.
    2. Use the iOS or Android app and go to Advance Setting > About Device menu.

  • How can I restore the default password?

    If you forget the admin password to access the Settings page, you will need to press the RESET button to reset the camera back to defaults factory settings. Please note that after resetting, all the settings including the wireless setting will return to factory settings. You have to set it up again via network cable.
    For more information please refer to Appendix B: Resetting the Camera back to Factory Settings on the User Manual.

  • Why doesn’t the Wi-Fi connectivity work?

    1. Signal strength is weak. Relocate the camera nearer to your router or remove the obstacles between the two.
    2. Make sure your wireless network SSID and Encryption settings are identical to your networks.
    3. Check for any interference from other equipment.
    4. For more information please refer to Appendix F: Wireless Installation Considerations on the User Manual.

  • Why does the live video not appear on web browser?

    1. Check if your Internet Explorer browser settings allow you to download and install ActiveX controls.
    2. Check if your browser settings allow you to download and install Adobe flash plug-in.
    3. Network traffic may prevent the viewing interface from appearing quickly. Wait for a while.

  • Why is the color of the picture strange?

    Please check the settings under the “Night Vision Setup” menu. The purple image you are seeing through the camera is infrared light that is present naturally in day-light or infrared light emitted by the infrared LEDs. These infrared light will make the image appear purplish and pink.
    All Phylink IP cameras that offer night vision capabilities have an removable infrared filter also known as IR - CUT filter. If you force the IR - CUT filter off from the Night Vision Setup menu at daytime, the camera can "see" the infrared light. So the camera will display a purple or pink image/image. This variation in color is quite normal and is not a defect of the camera.
    Similarly, if you force the Black and white mode off from the Night Vision Setup menu at night, the camera will display a purple or pink image/image.

  • The motion detection feature does not send e-mail alerts.

    1. Check if the e-mail alert feature is properly configured.
    2. The SMTP server that the IP camera uses to send the e-mail by may be filtering e-mail to prevent spam from being sent from your server. Try using a different SMTP server or contact your ISP to see if SMTP access is being blocked.
    3. Your Primary DNS IP Address may not be set.

  • The power LED is flashing green and the camera is inaccessible.

    A firmware upgrade has been interrupted or the firmware has been damaged. Please contact our technical support, we will guide you to recover the camera from the failed firmware update.

  • Motion Detection triggerred unexpectedly.

    Motion detection is based on changes in pixel in the image. This means that if there are sudden changes in the lighting, motion detection may be triggered mistakenly. Lower the sensitivity setting to avoid problems.

  • Why is the camera producing noisy images?

    The video images might be noisy if the camera is used in a very low light environment.

  • Video stalls on 'connecting'

    The app may take up to 30secs to connect to your camera as the initial connection depends on a variety of factors including (but not limited to) your local or remote network speed, mobile provider, etc. If the status remains on 'connecting' for more than a minute , close the app and try again.

  • Why do we see strips in the videos?

    Because of the electricity, some country like USA is 60Hz, but Europe is 50Hz. For example: In USA, the camera should choose 60Hz, otherwise we will see strips in the videos.

  • The power LED does not light up.

    The power supply might be faulty. Confirm that you are using the provided DC 12V power supply for this camera. Verify that the power supply is correctly connected. If the camera is functioning normally, the LED may have been disabled on the Camera > Camera Setup menu.

  • Bright spot or fog in video when viewing camera at night.

    Infrared light reflects when pointing the camera at a window or mirror. Move the camera to a different location. If you turn on the infrared LEDs or it turns on automatically, don't let the infrared light against any near objects. As the infrared light reflects at night, it can't be pointed through window.

  • Why cannot I view alert recordings?

    1. You must enable at least one recording task on Task > Task management menu.
    2. Alert recordings requires a microSD card (not included) to be inserted into the camera.
    3.The microSD card is not formatted and the camera does not recognize it.
    4. The motion detection windows are inactive.
    5. The motion detection zones have not been made sensitive enough.

  • Why does the camera keep dropping wireless connection?

    Wireless routers can broadcast on several different channels, similar to the way radio stations by using different channels. Just like you'll sometimes hear interference on one radio station while another is perfectly clear, sometimes one wireless channel is clearer than others. Try changing your wireless router's channel through your router's configuration page to see if your signal strength improves. You don't need to change your computer's configuration, because it'll automatically detect the new channel. If this doesn't result in an improved signal strength, look for things that may be interfering with the reception - proximity of walls, other electrical equipment etc.