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REVEAL Gen 1 Troubleshooting: Camera Not Checking In

Summary:

The article provides a guide for ensuring the proper functioning of a REVEAL camera by verifying the IMEI and ICCID, ensuring the SIM card is active, checking signal strength, and verifying SD card compatibility. Users should log into their REVEAL account to confirm the SIM card's status and match the ICCID and IMEI numbers. If the SIM card is suspended, it must be reactivated via the app or website. Signal strength should be checked within the app, and the camera may need to be relocated for better coverage. SD card compatibility is crucial, and using a new, compatible card can resolve issues. 

1. Verify that the IMEI and ICCID

What to Do: Ensure your camera's SIM card is active and correctly linked to your camera's identity.

  • Confirm SIM Card Status: Log into your REVEAL account (via the mobile app or website).
  • Match ICCID and IMEI: Navigate to your camera's details on the app to obtain the IMEI (camera's unique identifier) and  ICCID (SIM card serial number). Compare the IMEI and the ICCID displayed in your account with the information on the camera. 

IMEI: 

  1. Switch the REVEAL Gen 1 camera to the SETUP position
  2. Press the MENU button on the camera
  3. Use the arrow to navigate through the menu options until you find ‘4G’. Press OK
  4. Use the arrows to select ‘QR Code’ and press OK
  5. Scan the QR code with your phone. The first set of numbers is your camera’s IMEI. 

ICCID:

  1. Pop out the SIM card (located on the side of the camera when you open the door.
  2. The ICCID will be the set of numbers on the SIM card

How to check: 

  • ICCID/IMEI Match: Visually confirm that the numbers match. A mismatch can lead to activation and signal problems.

 

2. Make Sure the SIM card is Active

What to do:

  • If Suspended: If your SIM card shows as 'Suspended' in your account, you must reactivate it directly through your REVEAL mobile app or website.

How to Check:

  • SIM Status: Your REVEAL account will clearly show the status of your camera's data plan and SIM (e.g., "Active," "Deactivated," "Suspended").

  • Reactivation Success: After attempting reactivation, refresh your account view to see if the SIM status changes to "Active."

     

3. Check Signal Strength

  • What to do: A weak cellular signal can prevent the camera from checking in.
  • 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. 

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