Summary:
If your REVEAL X camera isn't updating in the app or web portal, follow these steps to troubleshoot: Verify the SIM card is active in the app, ensure the IMEI and ICCID match the registered details, check for adequate signal strength, and confirm SD card compatibility and integrity.
1. Verify SIM Card Status in the App:
- What to do: Ensure that the SIM card associated with your REVEAL X 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 our support team 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:
- IMEI: Scan the QR code that’s located on the door of your camera. The first set of numbers are your IMEI.
- ICCID: Remove the SIM card from your camera. The set of numbers on the SIM card are your camera’s ICCID.
- In the App: Check that the IMEI and ICCID on your REVEAL X camera match what's shown in the REVEAL app. If they don’t match, try re-adding the camera using the correct SIM information, or contact our support team for help.
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 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