WiFi Baby Troubleshooting

Here are tips to solve the majority of setup issues.  Still need help?  Please fill out a SUPPORT TICKET or call 855.943.4367 to arrange free U.S based phone and screen sharing support.

1. I know I’m typing my wireless network password correctly but I’m not sure if it’s WEP, WPA, or WPA2 so I can’t get my camera to connect during the Wizard setup process.

The 10 step QuickStart PDF and video guide and Wizard setup software helps you discover what type of encryption method (WPA, WPA2, WEP) your router is using.  Here’s another way to confirm.  Go to SETTINGS > NETWORK > WIRELESS NETWORK > SEARCH.  It will pull up a screen like the one below showing all available wireless networks and the type of security.  Just select “Apply”, enter your password, and select “Test” to verify.  Go back to the Wizard setup, finish the process and let your camera reboot.  Now your camera is wireless!

2.  Everytime I unplug my camera it randomly changes IP addresses so when I open my apps or bookmarked page on my browser it is not automatically connecting to it on my WiFi Network .

You need to change your IP from Dynamic (changes) to Static (never changes). This is easy to change, but first, a quick explanation.

Not all wireless routers are the same when it comes to assigning IP addresses.  Depending on the router you have, it may assign different dynamic IP addresses to your camera when you unplug it or the power goes out as the camera is being “discovered” again as new to the network.  (When you go to Starbucks, for example, and you connect to their WiFi, your iPhone or laptop is assigned a random IP.  When you leave and come back it gives you another IP. )  This will affect the setup process as the iOS apps and the address you bookmark on your browser is pointing to your camera’s specific address to find it everytime and work.

Go on your camera’s settings under SETTINGS>NETWORK>TCP/IP

The following screenshots are examples. The IP addresses of 10.0.1.201 is for an Airport/Time Capsule and 192.168.1.150 is for most other routers (could also be 192.168.2.150, etc). These are examples and do NOT have to be these IP addresses or port numbers.  Base your IP on the initial Wizard setup with only using variations numbers of the original one given after the last “.”  This is process is explained in more detail at this ASSIGNING A STATIC IP GUIDE.

Press Apply and enter the Static IP / Port Number in your iOS device and browser to pull up your camera’s video & audio.

 

 

—-   3.  The Baby Monitor HD app is working great for video but the audio sounds distorted.

By default, the audio stream on your camera should be set on 5.9 AMR Bit Rate.  If not, the sound will be distorted.  You can check if this is the case by going to SETTINGS > CAMERA > CAMERA SETUP > AMR BIT RATE.  If not,  select 5.9 from the dropdown menu and press “Apply.”

4.  I ran the setup software but it keeps searching for my camera and it’s not finding it.

For the setup process make sure:

* Your camera is plugged into your wireless router with the provided ethernet cable and to a power source. This is the only time it needs an ethernet connection; after the “Wizard” setup process is complete your camera will be wireless.

* You are running the most current version of our setup software. This should be the version on the included CD-ROM.  Downloads are also available on our homepage sidebar under Apps, Downloads, Support.

* On older OSX (10.5) the Mac setup software utilizes a program on your Mac called Rosetta to find your camera.  The Mac software should automatically use Rosetta but to verify, simply press CONTROL, click on the setup software icon, and select “Get Info.”  If Rosetta is not checked, just check it and reopen the setup software. For more details and screen shots of this process click HERE.
5. I ran the “Wizard” setup software, entered my wireless info correctly and my camera rebooted but it still says it’s not wireless when I go under SYSTEM.

Until your camera is disconnected from the ethernet cable you used for setup it will not indicate it is wireless since it still has a wired connection.  Just unplug your camera from power and ethernet, wait 30 seconds and plug it back in (power only) anywhere in your house.  Wait another 30 seconds and type in the IP address your camera has been assigned from the setup process in your preferred browser.  You are now wireless.

6.  I forgot my password, I’m locked out or just need to restore the camera back to factory settings.

Before you try to reset the camera, please try the default username/password of “admin” and “1234.”  If this doesn’t work, do the following to reset it to factory settings:

• Unplug the camera from power and ethernet.  Wait 30 seconds.

• Plug it back in.  Wait for the green light to appear, turn off and then appear again.

• After that point, put a paper clip into the right side reset hole for about 30 seconds.

• Unplug camera again for 30 seconds.

• Plug back in and it should be back to the factory settings.  Enter “admin” and “1234″ and run the setup software.

NOTE:  THE FOLLOWING TROUBLESHOOTING STEPS ONLY APPLY TO REMOTE CAMERA ACCESS ISSUES.  THEY ARE NOT REQUIRED FOR USE OF YOUR CAMERA WITHIN YOUR WIFI NETWORK.

7. What is a port and what is a “Universal Plug and Play” (UPnP) router?

A port is a “port of entry” or a door to gain entry to your router from outside of your home network .   Think of it as a door to a room and your router as a high rise building with thousands of rooms.  To get into those rooms from OUTSIDE YOUR WIFI NETWORK you need a username and password to enter. The default port, or room number for your camera is 8150.

A Universal Plug and Play router, or UPnP, refers to a router that automatically knows that certain applications use certain ports and allows access to that application through the router’s firewall with a username and password. If your router is not UPnP enabled, its’ OK, it just requires an extra step to tell your router to go to port 8150 to get to your camera explained in Troubleshooting Step 8.

To verify that your router is UPnP, please look at CNET’s 2010 List of UPnP routers.

8.  I can’t view or hear my camera from outside my WiFi Network.  Example:  “I’m using the random IP address assigned to my camera (example: 192.168.1.150) and the port of 8150 (http://192.168.1.150:8150) which works perfectly on my Mac, PC, iPhone etc. from anywhere in my house but I can’t get to the audio and video feed from outside my network.”

This is because when you are home, you can access your camera directly.  When you are outside your home network, you need to first go through your router’s firewall to get to your camera’s IP address.

Your computer or iPhone / iPad  needs to know what router to go to and what port to enter to find your camera.

By default, UPnP is enabled on your camera.  You can verify this be going to SETTINGS> NETWORK > UPNP SETUP and make sure everything is checked “enabled.”

Then you need to use the external IP address of your router and the port.  You can find your router’s external IP address by going to http://whatismyipaddress.com. Example:  An IP address of 99.32.179.91 and the port of 8150 =http://99.32.179.91:8150.  You will then get to the sign in screen and will be asked for a username and password.

9.  OK.  It looks like my router is not UPnP enabled.  What do I do?

What you are going to do is commonly referred to as Port Forwarding or Port Mapping. Don’t worry, it’s not as complicated as it sounds.   It’s usually a 5 step process and we have links to detailed, visual guides to walk you though it, each designed for your specific router.

No matter what router you have, you are going to:

• Assign a port to your router for your camera – Example: 8150
• Assign the port the IP address for your camera that port accesses – Example: 192.168.1.150
• Give the port a name – Example: WiFi Baby
• Know the external IP address of your router as mentioned above – Example: 99.32.179.91

All of these guides can be found atPORTFORWARD.COM DO NOT PAY $29.99 when a popup appears!  Access to the guides are free.  Follow the steps below to access screen shot guides for your router. If you need further assistance we will help you directly by submitting a support ticket.

We have also created our own guide for the Airport Extreme and Time Capsule on our site.  Please visit Airport Set Up: External Access.

PORTFORWARD.COM STEPS:

• Go to the homepage of portforward.com and find your router
• An advertisement will appear, click the orange bar at the top that says “skip this advertisement” DO NOT PAY $29.99 when a popup appears!
• There will be a huge list of applications.  Scroll down to the “Y” section and pick “Y-Cam”
• The screen shot guide will show you exactly how to add your port and the IP address of your camera for remote, password-protected viewing.

10.  I followed the instructions for port forwarding/mapping but I still can’t view/hear from outside my home network.

You probably did set up the ports correctly but you need to double check that your camera also reflects the port you selected.  Go under SETTINGS>NETWORK>TCP/IP.  Under the section HTTP/RTSP port it needs to have the same port number.  In the example below, the IP of 192.168.1.150 of the camera has been assigned to 8150, your camera’s IP and gateway may be different but the concept remains the same.  If you have configured 8150 for the camera’s IP on your router this should fix the issue. Hit apply and you are all set.