Having trouble with TruVision cameras connected to ZeroWire? Below you will find some handy tips when it comes to troubleshooting your TruVision solution.
Camera is not showing in list of Wi Fi networks
| Cause | Solution |
| The camera takes up to 90 seconds to boot up. |
It will not show in Wi Fi Networks until this is complete. |
| The camera has previously been setup and ad hoc mode was turned off. | Perform a factory reset to broadcast the camera again |
| Certain mobile devices do not support ad hoc mode. iOS and Windows devices are known to support ad hoc; Android and Windows Mobile devices typically do not support ad hoc mode. | If your device does not support ad hoc mode, install the camera using a Windows PC. |
The camera does not add to the UltraSync network when I perform the “Scan for Cameras” Function
| Cause | Solution |
| Older firmware versions do not support cameras. | Make sure your panel is updated to the XXXXXX-04 Firmware or new. |
| The camera will not work if the devices are not on the same network. | Make sure your camera and panel are on the same network. |
| The hub must be using IP to work with the cameras. | Make sure your panel is not installed using a cellular radio only. |
| Make sure you are not adding cameras on a network that already has a high number of cameras installed on the same network. This is unusual but may be common in testing environments. | Put the hub and the cameras on their own router and this should solve the problem. |
The camera was added in the setup process, but the video doesn’t show in the Cameras tab.
| Cause | Solution |
| After completing the setup process, the camera may take up to 2 minutes to full sync and show in the UltraSync App. |
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Live Video isn’t giving good quality. It is choppy, shows gray, etc.
| Cause | Solution |
| Check to make sure your camera’s Wi Fi and/or Ethernet connection speeds are not poor. | If Wi Fi connection speeds are poor. It is recommended to use a Wi Fi repeater to increase signal strength. |
| The cameras default settings are setup to work on a strong home network. |
In some cases, low video settings may be required to achieve a smooth video. Use the TruVision Browser to change the cameras video settings.
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Video Clips take a long time to load.
| Cause | Solution |
| The cameras default settings are setup to have video clips start playing in the UltraSync App within 15 seconds (On a strong network). If default settings were changed to longer clip times or higher video quality, the amount of time needed to pull the clip will be higher. | Lower the quality or length of clips to shorten load times. |