Instructions / Assembly
54
Troubleshooting
I cannot connect the camera to my Wi-Fi network
• Make sure the Wi-Fi network that you want the camera to join is not an unencrypted (open) network.
• Test your Wi-Fi network with other devices such as your phone or smart TV to make sure it is operating properly.
• The Wi-Fi connection may not be stable during pairing. Try moving the camera closer to your WI-Fi router.
• Your Wi-Fi network password is case sensitive, so make sure to enter it exactly the same as it was created or as found on
your Wi-Fi router.
• Check whether your Wi-Fi router is using MAC ltering. MAC ltering provides an extra level of security by ensuring that
no unknown devices can connect to your Wi-Fi network without prior authorization. If you cannot disable MAC ltering,
you will need to add the camera’s MAC address to the router’s white-list of allowed devices. You can nd the camera's
MAC address printed on a label at the rear or bottom of the device.
The camera status shows"Oine"
• There could be a temporary issue with your network/internet connection (e.g., service disruption). Please try again in a
few minutes.
• The camera (SWWHD-INTCAM) is completely out of battery power. Plug the camera into your USB charger to charge it.
• The camera has been disconnected from your Wi-Fi network. Press the Reset button on your camera for two seconds to
automatically re-connect to your Wi-Fi network. Make sure the camera is getting a good signal from your Wi-Fi router.
I stopped receiving notications on my phone
• The SAFE by Swann app is not running in the background. If you recently restarted your phone, make sure to open the
SAFE by Swann app again.
• Some versions of the Android operating system automatically put apps to sleep to conserve battery life when your phone
is not in use or when an app hasn't been used for a few days. You may need to turn o (or exclude) "Battery optimization"
for the SAFE by Swann app to enable push notications to be retrieved. Please check the user guide that comes with your
phone for more information.
The live video stream is slow to load
Camera streaming issues may be caused by any of the following:
• Your phone's cellular connection, which is reliant on mobile coverage and signal reception, is slow.
• Limited internet bandwidth at home, for example, other video streaming services running at the same time on your
network can cause congestion slowing down the internet upload and download speeds.
• Weak Wi-Fi reception. Wi-Fi connection may not be stable or work reliably if the camera's Wi-Fi signal strength is less than
40% (i.e., too far away from your router.) You may need to install a Wi-Fi repeater or extender to boost the Wi-Fi signal.
The camera (SWWHD-INTCAM) is not charging
Make sure your USB wall charger is correctly connected to your camera and the power socket. A charging icon will appear in
the app when the camera begins charging correctly. If your camera has gone at and hasn't been charged for a long time, try
leaving it connected for awhile (10 minutes or more).
The camera stays "Oine" after I changed my Wi-Fi router
If you install a new Wi-Fi router for your home network and the Wi-Fi settings (i.e., SSID/Password) are no longer the same
as the previous router, your camera will need to be congured with the new Wi-Fi settings so that it can connect to the new
router. To congure your camera with the new Wi-Fi settings, go to My Cameras, select your camera, then tap the Re-pair
Device button on the Camera Overview screen.
Note: If you update your home network with a new Wi-Fi router and congure the new router with the same Wi-Fi settings as
the previous router, your camera should automatically connect to the new Wi-Fi router.
In most cases, setting up and using the camera with the SAFE by Swann app is easy and trouble-free. If you encounter connection
or other issues, however, please check this troubleshooting section for help and advice. Should you need additional assistance,
please visit support.swann.com.
?