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FAQ

Frequently Asked Questions

1. My camera keeps disconnecting after a while, any solutions?

The possible reasons for this are as follows:

1.WiFi signal is unstable.
2.The camera is defected.
3.The router is malfunctioning.

How to troubleshoot?

1. Check network connection: Ensure that your camera has a stable connection to the Wi Fi network. Try placing the camera close to the router to ensure sufficient signal strength.
2. Reset the camera and router: Sometimes the device or router may malfunction, causing the camera to drop. Try resetting the camera and router to see if it can solve the problem.
3.Reset Camera: If none of the above methods are effective, consider restoring the camera to its factory settings. Please note that this operation will clear all settings and configurations, please ensure that you have backed up important data.

 

 

2. Why doesn’t my camera return to its original position after auto-tracking?

The possible reasons for this are as follows:
1. Didn’t set up position 1.

How to troubleshoot?

Guard position 1 is the monitoring position that needs to be set before enabling the camera’s automatic tracking function. After the device completes target tracking, the camera will automatically return to the monitoring position set in guard position 1.

 

 

3.Why can’t my device be detected when I use Bluetooth connection?

The possible reasons for this are as follows:

1. The Bluetooth permission of the app has not been opened .
2.The camera has not been connected for a long time after being powered on, and the device has entered standby mode.

How to troubleshoot?

1. Open Bluetooth usage permissions for the app.
2.Reset the camera and add it again in time.
3.Open bluetooth in mobile phone settings, and when first time connecting ,please make the camera closer to the router.

 

 

4.Why can’t I record even though I have inserted an SD card?

The possible reasons for this are as follows:

1. SD card has not been formatted.
2. Camera has not been opened recording mode.
3.SD card and camera are not compatible.

How to troubleshoot?

1. The camera supports a maximum of 128G memory cards. When inserting or unplugging a memory card, please ensure that the camera is in a power off state.
2.Please ensure that the SD card has been formatted before inserting it.
3.Check if the recording settings have been turned on.
Setup–Recording setting–Record mode–Uninterrupted recording(Event recording).

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1.The camera is offline after working for some days.

  1. Log in to the router and pair the camera with the 2.4GHz WiFi network separately.
  2. Check the WiFi signal strength at the location of the camera: Place your phone where the camera is installed and check the signal strength. If the signal is weak:
    • Adjust the router placement: Place the router in an open high area, not in a corner, with antennas spreading outwards; ensure that there are no other electromagnetic devices within 3 meters around.
    • If the installation distance is too far, consider adding a wireless repeater.
    • If there have been changes to the network or WiFi name, reset and reconnect the device.
  3. Check if the router’s firewall restrictions are enabled and add the camera’s IP address to the whitelist.
  4. Check for any IP conflicts: Log into your main router to see if there are any IP conflicts. If conflicts are found, modify the device’s IP address.
  5. Check for WiFi signal interference at the location of the camera: With your phone at the camera installation position, turn on WLAN and see how many WiFi signals can be detected at that location. If more than 10 signals are detected, it is recommended to change the WiFi channel of your main router to channel 11.

 

2.Why can’t my app receive the alarm information?

  1. Enable app message notifications on your phone.
  2. Enable message notifications in the Camhipro app.
  3. Ensure that the camera’s network connection is stable.
  4. Run CamHipro, enter the settings, navigate to Alarm Management and Notifications, enable to receive alarm push notifications, and make sure that the message push notifications on the phone app are also enabled.

 

3.The image is black&white when switch from night to daytime.

Troubleshooting:

  1. If the camera’s monitoring range is too dark, or if the camera does not have enough light, it may result in black and white images.
  2. Check if the monitoring area of the camera has sufficient light. If there is enough light, try unplugging and plugging back in the camera’s power to see if it switches to color mode.
  3. If there is sufficient light, no obstruction to the photosensitive sensor, and the image is still in black and white mode, then it may be a sign that the camera is damaged.

Resolution:

  1. Check if the camera’s installation environment has sufficient light for the camera to switch to color mode during the day.
  2. If there is enough light but the camera is still in black and white mode, try unplugging and plugging back in the camera’s power. It is possible that the camera’s IR-CUT filter is stuck.
  3. If there is sufficient light, no obstruction to the sensor, and the image remains in black and white mode, it may indicate that the camera is damaged, possibly due to a problem with the IR-CUT filter.

 

4.Real time picture delay to display.

  1. Set the router to separate the 2.4GHz and 5GHz networks.
  2. Avoid installing the camera in places with strong signal interference, such as near “washing machines” or “microwaves”.
  3. Keep the distance between the camera and the router within a range of around 15 meters.
  4. A delay of 3-6 seconds in the video feed is considered normal. This is because there will be some delay in the video transmission over the network.

 

5. A lot of notifications I received even adjusted the sensitivity to the lowest.

Troubleshooting:

  1. Lower the sensitivity to reduce the chances of false alarms.
  2. If there are many trees and debris in the monitoring area, this may cause frequent false alarms.
  3. Continuous rain causing water droplets to slide in front of the lens can also lead to false alarms.

Resolution:

  1. Reduce the sensitivity.
  2. If there are too many trees and debris in the installation location, consider changing the installation environment.
  3. Enable AI human detection to reduce unnecessary alarm notifications.

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1. Why can’t I save my video?

Cause Reason:

  1. memory card failure.
  2. because it’s an 24/7 detection video.

Solution:

  1. If the memory card is faulty and you have not subscribed to the cloud service, the camera will not be able to save video; you can check if there is a memory card option in the settings, if not, the memory card is damaged or incompatible with the camera, you need to replace the memory card.
  2. The previous camera version does not support 24/7 video recording, please upgrade the camera to the latest version before setting the video recording.

 

2. How to add a second camera on the same phone?

The second camera is added in the same way as the first camera is added. Click on the plus sign in the top right corner to start adding the second camera.

 

3.Motion alert is on, but there is no alert video.

  1. Enter the settings page in the APP to see if motion alert is enabled.
  2. Check whether motion alert sensitivity and schedule are set correctly;
  3. Reboot the camera and check if there are alert videos after triggering the motion detection;
  4. Confirm the network connection and ensure that the upstream bandwidth is sufficient to transmit alarm video. We recommend a minimum of 1Mbps upstream bandwidth for each device.

 

4. How to add a camera to your computer?

For Windows, download Ajcloud from Microsoft Store and install it, run the software, log in to your Ajcloud account and you can see the cameras that have been added in your smartphone APP.

For macOS, download Ajcloud from APP Store and install it, run the software, log in to your Ajcloud account and you can see the cameras that have been added in your smartphone APP.

 

5. Why has my camera been dropping out a lot lately?

Cause Reason:

1. The router is dual-band
2. There is an interference source near the camera
3. The router is too far away from the camera

Solution:

  1. If your router is 2.4G and 5G signal combined into one, it is unstable for the camera, you need to separate it and let the camera connect to 2.4G network.
  2. There may be interference sources around the camera (other wifi, induction cooker, refrigerator, wireless sensors, digital satellites or strong electrical devices, etc.) causing interference to the wifi.
  3. The camera is too far away from the router, please check the signal strength of the camera in APP.

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1. Why can’t I connect to WiFi? Cause Reason?

The router is 5G and not supported. The router is dual-band and needs separate settings for 2.4G. The WiFi password is too complicated. The device does not support Optical Modem . Solution For the initial device setup, try to be close to the router. The 2.4G and 5G frequencies of the router need to be separately enabled. Avoid setting a password for the router that is too complex. The camera does not support ONT (Optical Network Terminal).

2. The surveillance camera cannot be charged, and the solar panel cannot charge the surveillance camera.

If the interface is loose, you can fix it by unplugging and re-plugging the connection. Try using a separate Type-C spare cable to connect the camera with a USB adapter to check if it functions properly and if the charging indicator light turns on. Use our provided Type-C cable to connect to a USB charger for charging. Check if there is a charging icon in the app. Check if the camera’s charging indicator light turns on.

3.How to reduce the frequency of push notifications? Cause Reason?

The device is set to default sensitivity, which may result in frequent false alarms and push notifications. You need to manually adjust the sensitivity settings. Solution Go to “Settings,” then “Alarm Management,” and adjust the detection sensitivity to a lower level, such as 1 or 2. If using the custom mode, also set the “Human Detection Sensitivity” to the lowest level of 1 or highest level of 5. Adjust the push notification interval to either 2 minutes, 5 minutes, or 10 minutes. Note: These settings are for reference only and should be adjusted based on your specific installation environment.

4. How to select the alarm mode? Cause Reason?

Once the sound and light alarm is enabled, it will emit an alarm sound and activate the white light for about 20 seconds when human detection occurs at night. Solution You can disable or select the alarm mode in “Settings”, “Alarm Management,” and “Sound and Light Alarm.”

5. How to set up the white light? Cause Reason?

It is set to intelligent night vision by default. Solution Intelligent Night Vision: When the image is black and white, the white light will be activated when motion or human forms are detected, switching to full-color mode. Full-Color Night Vision: During nighttime, the white light will automatically activate, switching to full-color mode. Black and White Night Vision: During nighttime, only the infrared lights will be activated, switching to black and white mode. The white light will not be activated.

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1.Why is the image not clear and very blurry?

Camera focus needs to have a reference object, otherwise, focus cannot be achieved.

The reference object needs to be about 3 meters away from the lens before you call those commands.

 

2.The camera cannot be detected?
First, connect the power supply to the camera and then connect to the router with a LAN cable.
Next, confirm whether the problem is with the camera or the power adapter. Please make sure that the power adapter of a working camera is connected to the non-working camera and that the camera rotates up and down. If you can rotate it, there may be a problem with the camera.
Our official website (https://www.jennov.com) and then use Ajdevtools to search.

 

3.How to choose a LAN cable?

For LAN cables when using the PoE function, it is recommended to use an 8-core LAN cable.

For Cat5 use LAN cables up to 30 metres and for Cat6 use LAN cables up to 50 meteres.

 

4.If the dome does not return to the last monitoring point after tracking a human figure, you can try the following. Check the dome settings for?

Auto-tracking, turn on auto-tracking in the APP, when the device tracks regret in 60 seconds it will return to the position where tracking was turned on. If it does not return to the initial position, you can try the following methods. Initialise (restore factory settings) Call 115 to clear all preset points Call 33.

Note: The A76 does not have a human tracking function.

 

5. Night vision distance at night?

IR approx. 60 m.

Note: The night vision distance of A76 is about 40 meters.

 

6.Support Protocols?

Support HTTP/RTSP/DHCP/NTP/ONVIF/P2P network protocols ,optional GB28181, RTMP, support for Hikvision private protocols and a variety of NVR docking protocols, etc.

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Frequently Asked Questions

1.What is the solution if the camera does not work and no picture shows?
The distance of the wireless signal is 15 meters, please do not exceed this distance.
Keep the device away from devices with more interference, such as micro waveovens, base stations, and other devices with strong interference.

 

2.How to add a new camera to NVR?

Power up the camera close to the NVR, press and hold the reset button of the camera for about 3 seconds, the image will appear.

 

3.HDD hard disk not found?
Confirm the specification and status of the power adapter. The NVR power adapter is DC 12V 2A power supply.
Remove the screws from the cover of NVR video recorder, check if there is something wrong with the power cord and data connection cable of the internal hard disk drive, plug and unplug the data cable to see if any loose contact, and replace the data cable for a retest if the data cable is bad.(Only support HDD, don’t support SDD).

 

4. If the hard drive is full,do I need to delete it manually?

When the hard drive is full, the previous video will be covered automatically in order to save the storage space of the new video. (You can’t delete the individual video file).

Even if all cameras are working, the built-in 1TB/2TB hard disk can work for a long time. The system supports up to 2.5 inch hard drives with 4TB SATA interfaces.

Note: HDD only supports the internal installation of the NVR video recorders, but not external installation.

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1.The surveillance camera is not charging, and the solar panel is unable to charge the surveillance camera. Cause Reason Solar panel charging cable malfunction. Loose connection between the solar panel charging cable and the camera interface. Device charging port malfunction. Resolution If the interface is loose, you can fix it by reconnecting it firmly. Try using a separate Type-C backup cable to connect the camera to a USB adapter and see if it functions properly, and check if the charging indicator light turns on. Use our provided Type-C cable to connect to a USB charger for charging. Check if there is a charging icon in the app. Check if the camera’s charging indicator light is turned on.

2.Why is the device’s battery draining quickly?

The possible reasons for this are as follows: The solar panel installation location may be obstructed. The camera’s motion detection triggering frequency is set to high. Keeping the night vision full-color mode on for a long time also consumes a significant amount of power. How to troubleshoot? Avoid any obstructions when installing the solar panel. Install the solar panel in a position facing the direction of the rising sun, at a 45-degree angle if possible. Set the motion detection triggering frequency on the camera to “medium” or “low” for human detection. Set the recording time to 10 seconds, as longer recording times consume more power. Set the white light to infrared mode and disable the device’s alarm sound. For the first-time use, try to fully charge the camera’s battery. Set the triggering frequency to “low” or below, as higher frequencies result in higher power consumption. During charging, position the solar panel at a 45-degree angle towards the direction of the rising sun.

3.I feel like my data usage is very fast. How can I reduce my data usage?

The possible reasons for this are as follows:  By disabling the PIR function and setting the sensitivity to “medium” or “high,” the camera is frequently awakened, resulting in excessive data usage. How to troubleshoot?  Enable PIR function: After enabling, the camera will only trigger for human forms. Pets, leaves, vehicles, etc., will not trigger alarms. Enable PIR function and set the sensitivity to low. The lower the sensitivity, the fewer triggers and less data usage.

4. What does the status of the battery indicator lights mean?

Red light blinking: waiting for connection. Red light on constantly: time exceeded. Green light on constantly: connection successful.

5. How should I set up the color night mode on my camera?

Click on the light bulb icon in the bottom right corner of the monitor. Click to switch between white light mode and infrared mode. The default setting is infrared mode.

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