Summary:
If your REVEAL 2.0 camera isn’t checking in through the app or web portal, meaning you’re not seeing updates for signal strength, battery level, or SD card usage, follow these steps to troubleshoot and fix the issue.
1. Verify SIM Card Status in the App:
- What to do: Ensure that the SIM card associated with your REVEAL 2.0 camera is active and not suspended within your Reveal app account. An inactive SIM will prevent the camera from communicating with the network.
- How to check: Open your Reveal app and go to your list of cameras. Choose the camera you want to check, then tap Camera Actions. If the camera is suspended, follow the prompts in the app or reach out to support for help reactivating it.
2. Confirm IMEI and ICCID Match:
- What to do: It's critical that the camera's IMEI and ICCID match what is registered in your Reveal app. Mismatched information will prevent the camera from connecting.
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How to check:
- Connect to Camera Wi-Fi: Ensure your REVEAL 2.0 camera is in SETUP mode. On your smartphone or tablet, open the REVEAL App and connect to your camera's REVEAL WiFI. (Refer to our article: Pairing REVEAL Cameras via WiFi if you need assistance connecting)
- In the App: Compare these numbers to the IMEI and ICCID listed for your REVEAL 2.0 camera within the Reveal app. If they don't match, re-add the camera with the correct SIM.
3. Check Signal Strength:
- What to do: A weak cellular signal can prevent the camera from checking in.
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How to check:
- Signal: Observe the signal strength indicator on your camera's display or within the app. If the signal is weak, try relocating the camera to an area with better coverage.
4. Verify SD Card Compatibility and Integrity:
- What to do: An incompatible or corrupted SD card can sometimes interfere with the camera's overall operation, including its ability to check in.
- How to check: Ensure you are using a full-size SD card that meets the recommended specifications for the REVEAL camera (class 10, u3, 90 MB/s, 16 or 32 GB). Try using a new and compatible SD card to see if the issue persists.
Need Assistance?
If you have any questions or require further assistance, please don't hesitate to contact our support team at support@tactacam.com.