PROJECT NURSERY TROUBLE SHOOTING FOR THE CAMERA PNMWIFIAC

Product Features and Specs 

• 720P HD video streaming (25 frames/second) w/ HD and SD streaming options
• Single camera view and Quad View (can pair up to 4 cameras)
• Remote Pan/Tilt/Zoom
  • 270 degrees horizontal pan
  • 120 degrees vertical tilt
  • Zoom x1 (normal) and x2 (zoomed)
• Room temperature sensor
• High and Low temperature alerts/push notifications
• Motion detection and alerts/push notifications – Low/Med/High/Off
• Sound detection and alerts/push notifications
• Auto Recording (records video when motion and/or sound is detected) *MICRO SD CARD REQUIRED, Not included*
• Manual recording pictures and videos
• Two way communication
• Infrared night vision (12-15 feet optimal range)
• Lullabies
  • I don’t want to miss a thing (roackabye baby version)
  • Holiday (rockabye baby version)
  • Jolene (rockabye baby version)
  • Rain
  • Waves
  • Pink Noise (white noise variant)

 

What Comes in the Box:

• Wifi Camera
• QSG
• IB
• Screws for wall mount
• Template for drilling into wall
• 1 power adapter
• 1 10’ power cable

Terms/icons:

• Main user
• Guest user
• Camera View settings icon
• video playback icon
• quad view
• HD and SD slider (whichever one has the grey circle around it is the current selected video quality
• Add camera icon
• 

Section 2: Product Set up

• Our app works for users with iOS or Android Smartphones
  • Android Compatibility: 4.4.3 version or above
  • iOS compatibility: iOS 6.0 or above
• Our app works for users on iOS tablets and some Android tablets

*Android tablet compatibility: Not all Android tablets are fully supported.

Issues registering your account:

• Make sure username does not contain special characters
• Make sure your email address is entered correctly (.con is a common mistake)
• If getting the Network timed out message, “force close” the app and try again
• Disconnect your phone from wifi if you are still having trouble registering or logging in to the app
• Registration requirements:
  • No special characters
  • Password must be between 6 characters and 32 characters

Issues logging into your account:

• If having trouble logging into your account, “force close” the app and try again
• If phone wifi is on and login is not working, turn wifi off and try again. If phone wifi is off and login is not working, turn wifi on and try again.
• Forgot username, call customer support at 1-844-393-7338
• Forgot password? Go through the forgot password process:
  • Enter username
  • Press “Get Verification code”
  • Enter verification code that was received by email and enter in new password/confirm new password ->email will come from [e-mail] ->may need to check junk folder
  • Click “reset password” and your password should be updated

Connect a camera to your account

• Click the “Add Camera” icon (top right corner) on the camera list home page.
• There are three options in the add camera screen. Option 1 will be the most used
  • 1) Add new Camera with wifi
  • 2) Add new camera with QR code
  • 3) Get shared camera from friend
• First try "Add new camera with wifi" 1st Method.
  • Read QR Code
  • Set Camera ID "Next"
  • Input wifi SSID
  • Input wifi Password (recommend view the entered password by pressing the LOCK)
  • Press "Set" on bottom of camera (delayed confirmation beep) "Flashing RED LED"
  • Press "Next"
  • Listen for "2 beeps" this is confirmation that camera is added to Wireless Access Point (WAP)
    • Usually if you hear these, then the pairing will succeed
  • LED should turn to solid "GREEN"
  • Camera should be in "Camera List”
• If that does not work, then try "Add new camera with phone QR code" 2nd Method.
  • Read QR Code
  • Set Camera ID press "Next"
  • Input wifi SSID
  • Input wifi Password press "Next"
  • Hold QR Code on device 3-5in away from front of camera "Wait for 2 beeps" press "Yes I Heard"
  • LED should turn to solid "GREEN"
  • Camera should be in "Camera List"

Get Shared Camera from friend Process

• See below “share camera with friend” section

 

Trouble connecting camera to the account

• Camera must connect to 2.4 GHz internet. call the ISP (internet service provider to make sure the product is able to be set up)
• Make sure camera is not paired to another account
  • If the camera is already paired to another account, it will give you an onscreen alert telling you it is already connected to another account
• The camera cannot be paired to multiple accounts at the same time (unless it’s a share with friend camera setup). If the camera is in fact paired to another account and cannot delete the camera from that account, call customer support at 1-844-393-7338 with the camera ID from the bottom of the camera, we will reset the camera. (This could take up to 24 hours)

 

• Final troubleshooting process
• If having trouble with both the add camera with Wifi and Add camera with Phone QR code and none of the connection failed items are the problem, go through the setup process, but DON”T PRESS THE SET BUTTON when doing the wifi SSID and password stage

Camera LED status meanings:

• The LED on the back of the wifi camera can show the current status of the camera.
  • LED OFF: camera is not plugged in or powered on
  • SOLID RED LED: the camera is on, but not connected to wifi or able to pair
  • BLINKING RED LED: the camera is ready to be connected to wifi/paired to your PN account
  • SOLID GREEN LED: the camera is connected to the wifi network and paired to your PN account
  • BLINKING GREEN LED: the camera is actively being viewed via the PN app

Share camera with Friend and how to remove shared cameras

• To share your camera with someone else, there are two ways to do it. The App must be downloaded on their phone or tablet.
  • 1) Give the person you want to share the camera with your account username and password and have them log in to the app with the main username and password *THIS IS NOT RECOMMENDED UNLESS YOU COMPLETELY TRUST THE PERSON*
    • By doing it this way, you are granting them access to all of your cameras on your wifi account and the ability to change all the settings, view the auto recorded pictures and videos, change the account password,etc.
    • The only way to remove people from having access to the camera besides the main user is to change the password
  • 2) The other way to give other people access to the camera is to do the share with friend The main user goes to the individual camera that is to be shared with the guest user.  In that camera’s setting menu, the select the option “SHARE WITH FRIEND”.  If the person sharing the camera is in the room, the guest user can scan the QR code directly from the main user screen.  If the person sharing the camera is NOT in room, the main user needs to screenshot the page and send it to them.  The guest user will need to either
  • A) print out the qr code and scan it or
  • B) scan it from another screen. 
    • This will grant limited access to the cameras settings.
    • The way to remove people from having access to this camera is to delete the camera and repair the camera. This will remove all guest accounts

Notifications and Alerts

• The device can be set to receive motion, sound, and temperature alerts via push notifications. You need to set the alerts for each individual camera.
• If not receiving push notifications, there are a few issues that could be causing this
  • 1) make sure the phone’s settings are set to receive notifications from the Project Nursery Wifi App. This can usually be found in the phones general settings and/or notifications menu
    • When the app is first downloaded, it often sends a push request to allow notifications from this app
  • 2) check to make sure is enable to receive notifications in within the message tab on the “My camera/Home Screen”. Open up the messages tab and click on the “Push notification settings” and make sure the cameras notifications are enabled (when the slider shows green, it is turned “on”
  • Finally, confirm preferred notifications is turned on in the cameras settings

• Clicking on a push notification, triggers screen capture of the event. Those screen captures are saved in the messages tab.
  • To view the auto recorded video from the screen capture, it will need to be accessed from the camera where the event was recorded. See next section for info on how to access auto recorded pics and videos

Auto-Recorded pictures and videos

• With motion detection and/or sound detection turned on and a MICRO SD card in the camera (not included in PNMWIFIAC/PNMWIFIRC), it will automatically record video when motion and/or sound is detected. The Recording time can be set to 20/60/90 seconds. 
• The video is saved in the video playback menu on the view camera screen and is saved in folders by the date (ex: 20170418) and in pictures and videos subfolders.  Pictures are the screen captures from the detected sound/motion and the videos is the 20/60/90s video that is automatically recorded
• Issues accessing or downloading the auto-pictures and videos?
  • poor cellular service or wifi is not working in the location
  • Force close the app and re-open
  • Make sure the Micro SD card is formatted (camera->settings-> camera info->format micro SD card)
  • If the Micro SD card is not recognized, make sure the card is in the camera and then turn the camera off and back on

SD Card Operation

• If the card has enough room for a picture or video (max 32GB) it will automatically save.
• If the card has enough room to start storing a picture or video, they will be stored and oldest pictures and videos will be deleted to make room.
• If there is no room to store a picture or video, the SD card will be re-formatted. Then the camera will reboot.
• Snapshot and video locations (manual recording)
  • iOS
    • Snapshot --> Camera Roll
    • Video --> Camera Roll
  • Android
    • Snapshot-->Camera Roll
  • Video-->Video/Monitor/Video

Deleting content from SD card

• Swipe form right to left on the file you want to delete and the delete button will appear on the right. There is no ability to delete multiple files at once on the camera.  To delete multiple or all the files on the SD card, we recommend to plug it into the computer and delete it that way.

Camera settings

   

Quad View

• The camera actively being viewed when pressing the quad view icon will be the camera that goes into slot 1. Press the “Add camera on the quad view to open up the list of remaining cameras to connect

Getting camera info

• Camera->settings-> camera info
• Important for troubleshooting
• Can’t access this if the camera offline or not paired

Deleting a camera

• Go to individual camera and into the settings menu. At the bottom of the settings menu is “Delete Device”

Forgot Username/Forgot Password

• Forgot username: Call customer support at 1-844-393-7338 with the camera ID’s for the cameras paired to that account to be removed from the old username. Create a new username (can use same email address for registration) and re-pair the camera once the camera ID codes have been reset (May take up to 24 hours)
• Forgot password: Use Forgot Password prompt. enter username and a verification code will be sent to supplied email address.  The email will come from with an @GOSCAM.com email address. Enter in the verification code and make a new password.

When calling customer support please have the following information available:

1. Phone/Tablet type: Android or IOS
2. Phone/Tablet model number
3. App Version # (found in the user center in the app)
4. Camera ID code (found in the camera info in the settings menu)
5. Hardware version (found in the camera info in the settings menu)

Save pictures and videos from SD card to phone

• Auto recorded video from Micro SD card to phone cannot be saved directly. Video will need to be pulled from the Micro SD card by putting it on computer
• Save icon on the pictures allows you to save images directly to your phone