Ubox camera service support&FAQ&trouble shooting:
Q: About 4G traffic recharge
A: It is not recommended to recharge too much at one time. You can subscribe for one month at the beginning. After multiple trials without any problems, you can subscribe for quarterly or annual subscriptions. This can greatly reduce your after-sales troubles or losses.
Q: About cloud storage traffic recharge
A: It is not recommended to recharge too much at one time. You can subscribe for one month at the beginning. After multiple trials without any problems, you can subscribe for quarterly or annual subscriptions. This can greatly reduce your after-sales troubles or losses.
Q: The camera has been bound to another person first, resulting in the main administrator being unable to add it?
A: Long press the RESET KEY and re-configure the network to add it.
Q: Not charging
1. S10/S12 model camera
(1) If the solar panel is outdoors, check the solar panel to ensure that the entire solar panel can fully receive sunlight.
(2) If the solar panel is indoors, use a 5V 2A USB charger to charge it. Check the green charging indicator and the charger. During normal charging, the charging indicator will flash and the charger will heat up.
2. Other models
(1) If the machine is outdoors, check the connection of the solar panel, USB charging cable and indicator light status. Make sure that the solar panel can fully receive sunlight and the USB charging cable must be well connected to the machine (if there is a rubber plug in the charging port, pay attention to whether the USB is fully connected. You can remove the rubber plug and connect the USB for testing). The red charging indicator light will be on during charging.
(2) If the machine is indoors, use a 2A USB charger to charge, check the red charging indicator light status and the charger. During normal charging, the red charging indicator light will be on and the charger will heat up.
(3) Remove the bottom cover of the battery compartment, check the version of the charging board, take photos and send them back to the manufacturer for analysis.
(4) Please check the use environment of the camera. Is it a low temperature snowy day, rainy day, heavy flow of people/vehicles, etc.?
Generally, battery power consumption in low-temperature snowy days is greater than in normal weather, and solar charging in rainy days is also slower than in normal weather. Large flow of people/vehicles will frequently trigger the camera to start recording, and the battery power will be consumed faster.
Since most models of Ubox camera are consumer-grade, most of them are used in normal weather, homes, courtyards, warehouses and environments with low flow of people/vehicles.
If you are in an environment of low-temperature snowy days, rainy days, and high flow of people/vehicles, it is recommended to use higher-specification, PRO-level cameras, such as: SD500, S10, S10P, S12, S12P, S100, S100P, S200, S600, SD3210 and other models.
These models have larger battery capacity, longer battery life, better and larger solar panels, faster charging efficiency, and better cope with low-temperature snowy days, rainy days, and high flow of people/vehicles.
If you are just in an environment with low human/vehicle traffic in normal weather, home, courtyard, warehouse, you can choose an economical camera, such as: SD400, SD200, S30, S40, B10, B30 and other models
If you want some cameras with a more concealed appearance, you can choose SD200 camouflage color, ST30 camouflage color, H50 camouflage color.
Q: Failed configuration with mobile APP
1. Check whether the battery has power, charge the machine with 5V 2A USB (the charging indicator light will light up and the charger will heat up during charging)
Charge for more than two hours, then turn on the machine for testing (SL100 can check the power level through the battery compartment power display button and turn on the indicator light).
2. Check whether the power cord of the machine is correctly connected. The power cord of S10/S12/SL100 must be correctly connected to the host. If conditions permit,
users can use a multimeter to measure the voltage of the 4pin power cord of the solar panel.
For other models, users with conditions can remove the battery cover to check whether the power cord is detached. If there is a multimeter, measure the voltage of the 2-pin switch in the middle of the 6-pin power cord to turn on and off the switch.
3. Check the status indicator to see if the indicator lights up when the machine is turned on. After turning on the switch, the customer can try to reset the machine by pressing and holding the reset button for 5 seconds to check whether the machine can return to normal.
Q: Unable to connect to the mobile phone
1. WiFi version ubox camera
(1) Check whether the network is normal and whether you can access the Internet normally through the router.
(2) Check whether the router is a 2.4G router.
(3) Reset the machine 10 seconds after turning on the machine.
(4) Connect the mobile phone to the router first and check whether the router password entered on the APP is correct.
(5) Check whether the machine is too far away from the router and out of the signal coverage.
(6) Open the APP and configure the network of the machine through sound waves to test whether it can be connected.
(7) Check whether the machine can be directly connected to the mobile phone through AP mode.
(8) Replace the mobile phone and router to check whether the connection is possible.
(9) Insert the TF card into the machine, turn on the machine for one minute, and send the logfile in the TF card and the video of about one minute from the start of power-on (the indicator light can be seen) back to the manufacturer for analysis.
2. 4G version ubox camera
(1) Check whether the SIM card is inserted into the machine in the correct way.
(2) After turning on the machine for 10 seconds, reset the machine.
(3) Check whether the indicator light status is correct. After inserting the SIM card, the normal status of the machine indicator light is: after turning on the machine, the red indicator light is always on for 3 seconds, then the red light flashes 2 times, then the red and blue indicators flash alternately 2-3 times, then the red and blue indicators flash alternately for 2-3 seconds, then the red and blue indicators flash at the same time, then the blue indicator light flashes, and then the blue indicator light is always on.
(4) Check whether the indicator light status is correct when scanning the code. You must wait for the blue indicator light to be always on before scanning the machine QR code with the APP.
(5) Insert the TF card into the machine, turn on the machine for one minute, and send the logfile in the TF card and the video of about one minute from the power-on (the indicator light should be visible) back to the manufacturer for analysis.
Q: Disconnection
1. WiFi version
(1) Check whether the router is too far away from the machine.
(2) Check whether there are too many devices connected to the router.
(3) Check whether the local network is normal.
(4) Check whether the machine has sufficient power.
(5) Check whether the machine software version is too low
(6) Remove the TF card and send the logfile in the TF card back to the manufacturer for analysis.
2. 4G version
(1) Check whether the local 4G signal strength is normal.
(2) Check whether the machine has sufficient power.
(3) Check whether the SIM card traffic is sufficient.
(4) Check whether the machine software version is too low
(5) Remove the TF card and send the logfile in the TF card back to the manufacturer for analysis
Q: The video is normal during the day, but abnormal at night (not clear)
1. Check whether the fill light can be turned on at night (the white light mode light is fully on, and the infrared mode light is a red dot)
2. The video can be viewed normally at night in white light mode, but not clearly at night in infrared mode. Check whether the infrared light is on. In addition, the IR-CUT may not be switched. You can try tapping the camera on the table a few times.
3. The video is normal during the day, but not clear at night. The fill light is normal. The air may be humid, and there may be water droplets or water mist on the lens.
Q: The video is red during the day, and the infrared mode is normal at night
The cause of the fault is that the IR-CUT does not switch, and the IR-CUT needs to be replaced
Q: The machine does not reset (the red light is always on or the red light and the two-color light flash alternately)
1. The red light of the machine is always on. The cause of the fault is that the program in the flash is completely damaged and the machine cannot start. The flash needs to be replaced and the UID needs to be reburned to repair it.
2. The red light and the two-color light of the machine flash alternately. The cause of the fault is that some programs in the machine flash are damaged. The machine restarts repeatedly and needs to be repaired by upgrading the program with a TF card.
Q: The white light of the machine flashes or does not light up at night
1. The white light flashes. The cause of the fault is that some LEDs on the light board are damaged, causing the LED driver to restart repeatedly. The light board needs to be replaced.
2. The white light does not light up. The cause of the fault is that the light board is damaged. The light board needs to be replaced.
Q: The two motors do not rotate and the white infrared light does not light up at night
1. S10/S12
(1) When the battery voltage of the charging board is low, the protection is effective and the boost fails. It needs to be activated by USB charging.
(2) The charging board is damaged and the boost fails. The charging board needs to be replaced.
2. Other models
The boost circuit is damaged (not yet).
Q: A single motor does not rotate
1. Check whether the motor line is broken or whether the motor line and the machine are detached.
2. The motor itself is damaged.
Q: The dual-color light of the 4G machine flashes and cannot turn into a blue light
1. There is no compatible APN information in the area where the machine is located. You need to read the machine logfile, install the SIM card in the mobile phone, take a screenshot of the APN information, and send it back to the factory for analysis.
2. The machine UID number is lost and the machine cannot access the network. You need to read the machine logfile and send it back to the factory for analysis.
3. The machine software upgrade error, you need to read the machine logfile and send it back to the factory for analysis.
Q: The machine does not trigger and the trigger distance is short
1. Adjust the direction of the camera and point the camera in the direction to be triggered.
2. Check the installation height of the camera. It is usually installed at a height of 2.4 meters-3 meters. If it is installed too high, the trigger distance will be shorter.
3. Check the PIR sensitivity setting on the mobile phone APP.
4. Considering weather factors, when the ambient temperature and human body temperature are close, the trigger distance will be shortened, up to 40%
Q: The machine is shown online on the APP, and the video cannot be seen when the preview interface is opened.
1. WiFi version
(1) Reset the machine and reconnect to see if you can see the video. If you can scan the code to connect, it means the machine hardware is normal. If you cannot scan the code, you can connect via sound waves or AP mode.
(2) Upgrade the latest firmware via TF card and test again.
(3) Share the machine with friends in other countries or regions and open the APP to see if you can see the video.
(4) Check the TF card or cloud storage to see if the machine has a video recording of the trigger event. If there is a video, it means the machine is normal.
If you cannot see the video in the preview interface, it may be related to the signal. Test again near the router. If there is no video on the TF card or cloud storage video, it may be a sensor failure and needs to be returned to the manufacturer for repair.
(5) Insert the TF card into the machine, connect the machine with the mobile phone APP, and send the logfile in the TF card and a video of about 60 seconds from the power on (the indicator light should be visible) back to the manufacturer for analysis and inspection.
2. 4G version
(1) Reset the machine and reconnect to see if you can see the video. (2) Upgrade the latest firmware via TF card and test again.
(3) Share the machine with friends in other countries or regions, open the APP to see if the video can be seen (for example, some SIM cards have port restrictions and cannot be previewed locally and in France, but can be previewed normally in China).
(4) Check the TF card or cloud storage to determine whether the machine has triggered event video recording. If there is video, it means the machine is normal. If the preview interface cannot see the video, it may be related to the signal. Move the machine to a place with better signal for testing. If there is no video on the TF card or cloud storage video, the sensor may be faulty and needs to be returned to the manufacturer for repair.
(5) Insert the TF card into the machine, connect the machine with the mobile phone APP, send the logfile in the TF card and a 60-second video shot from the time of power on (the indicator light should be visible) back to the manufacturer for analysis and inspection.
Q: After inserting the SIM card into the 4G machine, the red and blue indicator lights of the machine still flash alternately
1. Check whether the SIM is inserted into the machine in the correct direction. 2. Check if the SIM card is damaged or broken, and if the metal surface of the SIM card is clean.
3. Check if the SIM card slot is damaged.
4. Check the validity period of the SIM card to determine if the SIM card is expired.
5. Install the SIM card into the mobile phone to determine whether the SIM card signal is normal and whether it can access the Internet. If the mobile phone shows no signal, it means that the SIM card is damaged or invalid. If there is a signal but the Internet cannot be accessed, the SIM card may have no traffic.
6. Install the mobile phone SIM card into the machine to determine whether the red and blue indicator lights of the machine can flash at the same time and turn the blue indicator light to be always on.
7. Insert the TF card into the machine, and one minute after powering on the machine, remove the TF card, copy the logfile file in the card, and record a 60-second video of the machine after it is turned on (with the indicator light status) and send it back to the original factory for analysis and inspection.
Q: The machine is leaking
1. The machine must be installed according to the installation method required by the manual
2. Check the machine’s sealing silicone plug, which must be completely sealed.