The variety of devices with Android or iOS also bring different problem. In this solution we have listed the most common problems.


If there is a problem that is not listed here, please contact our Support.



Which app do I need


To use the camera, use the Smartthings app. You can find it in the respective App Store.


ANDROID

iOS

App cannot be installed or device is not compatible


Please note the system requirements of the SmartThings app.


Working memory: 2 GB

Operating system Android version 8 or higher

Operating system iOS 11 or higher.


App does not start


Please restart the app. If this condition persists, please contact support@smartthings.com.


Camera does not find WiFi Network, selection remains empty


Check if your smartphone has the necessary authorization.


iOS:


  1. From the Home screen of your iOS device (iOS 14 or later), tap Settings.
  2. Tap Privacy, and then tap Local Network. A list of apps appears.
  3. For the apps that you want to have access to your network, check Local Network Access. This gives your camera permission to find other networks.



LED is not blinking amber upon initial power


If the indicator light flashes amber, this would indicate that your Cam 360 successfully booted up. If the indicator light is not flashing amber, please reset the device following the Factory Reset steps under Other Functions.



Mobile discovery error


If Cam 360 is unable to pair with your mobile device after a factory reset, follow the steps below:

  1. Confirm if the LED indicator is blinking amber 
  2. Power cycle your Cam 360 (remove power, wait 30 seconds, then power it back up)
  3. Confirm that Cam 360 is within range of your mobile device for onboarding.
  4. Force close, then re-open SmartThings Connect.
  5. Ensure QR code is scanned correctly
  6. Use the manual method of adding Cam 360.


Device setup error


If Cam 360 pairs with your mobile device, but fails to onboard, follow the below steps which should help with setup finalization.

  1. Factory reset Cam 360
  2. Confirm that device is within range of your 2.4GHz WiFi network
  3. Ensure WiFi credentials were properly entered.
  4. Reboot your WiFi router and ensure there are no special network settings that may affect discovery (mesh networks, firewall, etc).


Cam 360 offline


If Cam 360 goes offline after it is added to SmartThings Connect, follow the steps below:

  1. Confirm that the Cam 360 is getting power and that the LED indicator is on.
  2. Confirm that the Cam 360 is in range of your WiFi network by testing its signal strength
  3. Reboot Cam 360 by unplugging it and then plugging it back in.
  4. Reboot your WiFi router and confirm that there have been no changes to your network.
  5. Remove Cam 360 from your SmartThings Connect app, then factory reset Cam 360 and reconnect it.


Picture Stops or drops out again and again.


The Cam 360 requires a data rate of 2 Mbit upload and download per stream. When using multiple cameras, this will add up to a certain bandwidth. 


It is important that your internet connection has at least twice the required bandwidth in the DOWN and in the UPLOAD area to get a constant stream. 


Another recommendation is to turn off cameras that are not needed to save bandwidth. This can be done via the app or via automation.


To increase the performance, even more, you can also disable the HDR function.  This reduces the required bandwidth.

  1. Tap on the Cam360 icon in your Smartthings app.
  2. Tap on the 3 dots menu in the top right corner
  3. Tap on setting
  4. Deactivate HDR
  5. Exit the menu again