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REVEAL X-Pro Troubleshooting: Dual & Multi-Carrier SIM Issues (Not Sending, Not Checking In)

 

Summary: 

This article provides troubleshooting steps for REVEAL X-Pro cameras equipped with Dual or Multi-Carrier SIM cards that may be experiencing issues such as failure to send pictures, only sending test photos, or not checking in.

Understanding Network Selection with Dual/Multi-Carrier SIM:

For REVEAL X-Pro cameras with Dual or Multi-Carrier SIM cards, it's crucial that the network selected in the Tactacam Reveal app matches the network manually chosen on the camera. If you prefer to use AT&T as your network provider, you must select AT&T in the app during setup and also configure the camera's network setting to AT&T.

Selecting a Network Carrier:

During the initial setup process in the Tactacam Reveal app, you will be prompted to choose your network. Ensure you select Verizon or AT&T, depending on your preferred carrier. The app should guide you to confirm this setting.

Manually Switching the Network on the REVEAL X-Pro Camera:

  1. Power on your REVEAL X-Pro camera.
  2. Navigate to the main menu.
  3. Locate and select the "QR Code" section (press Enter).
  4. Within the QR Code menu, find and select "Network Selection" (press Enter).
  5. Select the network that you chose in the Tactacam Reveal app (either "ATT" or "Verizon").
  6. The camera will automatically restart after the network has been selected.

Troubleshooting Check-In, Sending Pictures, or Test Photos:

If your new Dual or Multi-Carrier SIM card is not allowing the camera to check in, send pictures, or even send test photos, the first critical step is to verify that the network selected on the camera matches the network chosen within the Tactacam Reveal app.

  • Verify Network Selection on the Camera:
     
    1. Follow the steps above to navigate to the "Network Selection" menu on your REVEAL X-Pro.
    2. Verify that the camera is displaying the correct carrier network on its screen.
  • If the Network Selection on the Camera Does NOT Match the App:
    1. Follow the steps above to manually switch the network on the camera to your desired provider (e.g., "ATT").
    2. Allow the camera to restart.
    3. Once restarted, check if the camera begins to check in and send photos/test photos.

If the Network Selection in the App and on the Camera both match:

If the network settings are correctly matched and you are still experiencing problems, please try the following:

  • Power Cycle the Camera: Turn off your REVEAL X-Pro completely, wait a few minutes, and then power it back on.
  • Check Signal Strength: Ensure your camera is in an area with adequate cellular signal for the selected network.
  • Verify Data Plan: Make sure your data plan is active and your cameras are properly activated.

If you have confirmed that the network is correctly selected on both the app and the camera, and the issue persists, please contact our customer support team at support@tactacam.com. 

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