•Test your Wi-Fi network with other devices such as smart TV to make sure it is operating properly. Bring your phone to the location where your camera will be installed and check the Wi-Fi icon on your phone—at least 2 bars is recommended for the Wi-Fi signal to be considered reliable.

•Wi-Fi quality can vary significantly at different locations around the home due to environmental factors such as home construction type (e.g., metal objects are generally known to block Wi-Fi signals. A camera mounted on a metal surface may experience more Wi-Fi problems) and wireless interference from other electronic devices.

•If you’re getting a weak Wi-Fi signal or can’t connect to Wi-Fi at the installation site, try moving your router closer (to provide a stronger signal), installing a Wi-Fi extender (to increase signal coverage) or selecting another location with better Wi-Fi coverage. Be mindful of the physical barriers located between the camera and router. Ideally, try to place your camera within a clear line of sight to your router.

•The Wi-Fi connection may not be stable during pairing. Try moving the camera closer to your WI-Fi router.

•The 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 filtering. MAC filtering 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 filtering, you will need to add the camera’s MAC address to the router’s white-list of allowed devices. You can find the camera’s MAC address printed on a label at the bottom of the device.

Why is my camera offline?

Occasionally you might get a notification that your camera is offline. When your camera can’t be reached by the Swann Security server, you’ll get a notification that it is offline. This could mean your internet is down, the internet connection between your camera and our server is unstable, or your camera has been moved out of range from your Wi-Fi router. Normally, your camera should come back online by itself once your internet access is available again.

If your camera stays offline for an extended period of time, try turning the power to the camera off for 10 seconds before turning it back on. You might also want to make sure that your internet connection is working properly. You can try rebooting your Wi-Fi router to resolve any network connectivity issue.

Why am I getting false motion alerts?

Moving cars, passersby, direct sunlight or reflection may cause unwanted motion detection. To minimize false motion detections, adjust the camera angle slightly downward and ensure the field of view is focused only on the immediate area of concern and excludes as much background activity as possible. If placed outdoors, avoid

locations where your camera will be directly exposed to sunlight during the day. Also, take note of shiny surfaces in the vicinity, such as house or car windows, which can reflect sunlight and trigger your camera’s motion sensor. You can also try lowering the motion detection sensitivity in the camera’s Detection Settings to suit the environment.

Does my camera still record events if the internet/Wi-Fi connection is down?

Your camera will continue to detect and record events to its internal memory or local microSD card even if your home Wi-Fi network or internet connection is experiencing issues, as long as your camera remains powered. Once your camera comes back online, it will attempt to upload any event clips recorded during the downtime to your cloud storage which you can later view in the Playback tab.

If I set my camera’s live view quality to Low, will it also affect the video quality of event recordings?

No, event recordings will always be captured in the highest camera resolution available.

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(For Battery-powered cameras) What can I do to maximize the battery performance on my camera?

Here are some simple and practical tips to get more battery life out of your camera:

•Make sure your camera’s firmware is the latest version.

•Your camera will last longer when you stream at a lower resolution. The fewer pixels that your camera has to stream, the less power it uses.

•Lower the motion sensor sensitivity or turn off motion detection to conserve battery life when activity monitoring is not needed.

•Make sure your camera is properly positioned to eliminate any false motion triggering. The more events the camera records, the faster the battery life will drain.

•As a general rule, the nearer your camera is to your router, the better the wireless connection quality and battery performance. Your camera will work harder and use more power trying to maintain wireless connection the further it is away from your router. Consider installing a Wi-Fi range extender if your camera has poor Wi-Fi reception where it is located.

•Your camera can operate over a wide temperature range, however, in freezing conditions, the battery discharges more quickly and will not hold a charge for as long as it normally would in more moderate climates.

How far back can I access my camera’s cloud recordings?

Note: Please check the product specifications to find out if the cloud storage feature is available for your camera. For Wi-Fi cameras with cloud storage, event recordings displayed on the Playback tab will be available for the length of time determined by the cloud subscription plan associated with the camera. To find out more about the cloud storage subscription plans available for your cameras, go to App Menu > Secure+ Plans.

Can I disable the siren so it doesn’t sound when my camera is triggered?

Yes, you can easily set your camera not to activate its built-in siren when an motion is detected. Go to Devices tab > Select the camera > Detection Settings, and under the Siren setting, select OFF.

How long is a camera event clip?

Event clips can be as short as 10 seconds and up to 1 minute in length, depending on how long the sound or motion activity lasts. The camera will begin recording an event when sound or motion is first detected, and continue to record until there is completely no sound or motion. If the camera continues to detect sound or motion for longer than a minute, a new recording will be created as a separate event in the camera’s event history.

How long does it take for camera recordings to appear on the Playback tab?

This can be highly variable depending on the video size (the longer the recording, the larger the size) and the signal strength of your Wi-Fi network. In normal circumstances, the clip of an event should be displayed on the Playback tab a few minutes after it has been recorded. Try tapping in the Playback tab screen to refresh the video history.

Why doesn’t the camera event clip have sound?

Make sure that the camera’s microphone volume setting is not turned OFF or the volume level set too low—the camera will not be able to pick up any sound in the background when it is recording the event.

(For devices with local microSD card storage feature) Can my camera record events without a microSD card installed?

No. The camera requires a microSD card to be installed. If the camera doesn’t have a microSD card installed, it can still detect events but it will not be able to record video. The camera will also not be able to download and perform firmware updates without a microSD card.

(For devices with local microSD card storage feature) Why has my camera stopped recording events?

If you’ve recently removed your microSD card from the camera (for example, to copy files to your computer) and then re-inserted the card, the camera might not have recognized and mounted the microSD card properly. Try restarting your camera. From the app, go the Devices tab > Select the camera > System Settings, and tap Reboot. If you have inserted a new microSD card, make sure to format the card first (System Settings > Format)

(For devices with local microSD card storage feature) What is the maximum microSD card size that can be used?

The maximum microSD card size supported is generally 128GB (class 10 or higher recommended). Check your camera

packaging for exact specifications.

If you’re having trouble pairing your device with the Swann Security app, here are some tips that can help you fix the issue.

Note: Screenshots are for reference only and may vary depending on device.

•PAIRING ERROR – “COULDN’T CONNECT. CHECK YOUR NETWORK CONNECTION AND TRY AGAIN”

•Make sure that the camera is in pairing mode—the LED indicator on the camera will be blinking blue slowly. If the camera is not in pairing mode yet, the app will not be able to connect to the camera’s Wi-Fi hotspot (a unique Wi-Fi network broadcasted by the camera device itself) and continue the pairing process.

•To enable pairing mode which temporarily activates the camera’s Wi-Fi hotspot, simply follow the in-app instructions. In most cases, you will just need to press and hold the camera’s Pair or Reset/RST button until the LED indicator starts blinking blue.

•PAIRING ERROR – “FAILED TO CONNECT TO DEVICE”

•On certain Android devices, there might be network policies that prevent the Swann Security app from connecting to the camera’s Wi-Fi hotspot (a unique Wi-Fi network broadcasted by the camera device itself) automatically.

To fix this issue, tap “Go to Settings“ and manually connect to the camera’s Wi-Fi hotspot from your phone’s Wi-Fi Settings screen. The name of the hotspot will be something like “Swann-SWIFI-XXXXXX“. Once connected, wait for a notification to appear stating “Internet may not be available“. Tap “Keep Wi-Fi Connection“ to ensure that your phone remains connected to the camera’s hotspot. Then return to the Swann Security app and tap the Retry button to resume the pairing process.

•If the above tip didn’t do the trick, you can try the following:

1.Reset the camera to factory settings. For information on how to factory reset the camera, see “Factory Resetting the Camera” on page 38.

2.Restart your phone.

3.Open the Swann Security app on your phone and try pairing the camera again. Move the camera closer to your phone to make sure that it’s in range.

•PAIRING ERROR – “UNABLE TO VERIFY CONNECTIVITY”

•If the LED on the camera is blinking blue fast, this indicates the camera is having issues connecting to your Wi-Fi network.

•Make sure your Wi-Fi network password is entered correctly. When entering the password for the Preferred Wi-Fi, toggle the icon to show the password and make sure you are entering it correctly. Wi-Fi passwords are case-sensitive, so check for uppercase, lowercase and special characters.

•Make sure your Wi-Fi network uses 2.4GHz band (Not 5GHz). If your Wi-Fi router broadcasts separate 2.4GHz and 5GHz networks, make sure you choose the 2.4GHz network. If your router broadcasts the 5GHz network only, contact your Internet Service Provider or refer to the router’s user guide for information on how to set to dual-band (2.4GHz/5GHz).

•Make sure the camera is within Wi-Fi range. Should you move the camera out of Wi-Fi range after pairing, the camera will not be able to connect to Wi-Fi. Also, if you don’t have a strong connection, push notifications from the camera can be delayed as a result. To check Wi-Fi signal strength, connect your phone to Wi-Fi where you plan to install your camera and see if you get 2 bars of Wi-Fi signal or more. If the Wi-Fi signal is too weak, try moving your router closer or consider installing a Wi-Fi range extender.

•Test your internet speed at www.speedtest.net. You need at least a minimum of 2Mbps upload speed (or higher depending on the number of cameras).

ADDITIONAL SUPPORT

If you need further assistance, you can get in touch with us through the app’s built-in contact feature.

1.From the app menu, tap Support.

2.Choose from one of the following options:

Open the link to the Swann Help Center website where you can find product FAQs, video tutorials, pairing guides, and more. Call Swann Tech Support. Please have your unique 8-digit support code displayed on the screen ready. This will enable our support agent to quickly identify your Swann Security account and help you troubleshoot your device.

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Note that, the Swann Security app will ask for call permission, ensure you select Allow.

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