Summary:
This article outlines troubleshooting steps for resolving issues with receiving HD videos in the app. Potential causes include weak signals, deleted photos, unsupported SD cards, send type configurations, and payment issues. Users are advised to ensure a strong cellular signal, check SD card compatibility, adjust send type settings, and verify payment status. The article provides instructions for checking IMEI/ICCID via Wi-Fi and notes that the REVEAL Gen 1 model does not support HD Video Send. Video tutorials for pairing the camera with iPhone and Android devices are also available.
Possible Causes for HD Video Send Failure:
- Weak or No Signal: Ensure your camera location has a strong and stable cellular signal. A poor connection can prevent HD videos from uploading successfully.
- Deleted Photo: If the original HD photo associated with the video has been deleted from the camera's SD card, the video cannot be sent.
- Unsupported SD Card: Using an SD card that does not meet the recommended specifications for your camera model can lead to various issues, including failed HD video transfers. Refer to your camera's manual for a list of recommended SD cards.
- Send Type Configuration: If your "Send Type" setting is configured for "Once/12 hours" or "Once/24 hours," the video will only be sent according to that schedule, not immediately after recording. Adjust your send type settings within the app if you require more frequent uploads.
- Payment Issues: An outstanding balance or failed payment associated with your account can temporarily suspend data transmission, including HD video uploads. Please verify your payment status and ensure your account is in good standing.
IMEI/ICCID Mismatch:
If all the above settings are correct and you are still not receiving HD videos, there might be an issue with the SIM card in your camera.
To check the IMEI/ICCID via Wi-Fi:
-
Power on your camera and enter SETUP mode. The Wi-Fi indicator light on your camera should begin blinking blue.
- Note: If the Wi-Fi indicator light does not turn on at all, this often indicates a faulty SD card. Please replace the SD card and try again.
-
On your smartphone, open your Wi-Fi settings and select the network name that begins with "REVEAL_****".
- Note: Your phone may indicate that it is connected without internet access. This is normal for this connection type.
- Once your phone is connected to the REVEAL Wi-Fi network, the Wi-Fi indicator light on your camera should turn solid blue.
- Open your REVEAL app.
- Tap the Account Icon (usually a profile or person icon).
- Tap "Connect to REVEAL Wifi".
- Follow the on-screen prompts, selecting "enable" and "continue" as needed. The app will typically display the IMEI and ICCID information during this connection process.
Important Note for REVEAL Gen 1 Users:
- The REVEAL Gen 1 model does not support HD Video Send. This feature is only available on newer REVEAL camera models.
Video Tutorials: