www.thomsonsecurity.eu
EN 20
MOTORISED 720P HD WIFI IP CAMERA
F - FAQ
Cannot connect to camera over
a 3G or 4G Internet link but it
works when connected to a local
network
Network configuration problem Check your device settings (box,
router, firewall)
Incorrect video settings
Check the video settings and re-
duce the quality slider, if needed,
using a local network connection
Your home Internet speed is
insufficient to support the con-
nection from your smartphone
/ tablet
Check that the available band-
width exceeds 0.5M bits per sec-
ond (upload and download) in
the case of low quality display
and 2.0M bits per second (upload
and download) in the case of
high-quality HD
Poor quality or shaky image
Incorrect video settings
Check the video settings and re-
duce/increase the quality if nec-
essary
Movement detection is triggered
unnecessarily
Unsuitable movement detection
settings
Reduce the sensitivity of
detection.
Move the camera.
When movement is detected, no
Push alert is received.
Your camera model is too old
The push function is available on
cameras with a serial number be
-
ginning with: S/N: 2017xxxxx
Unsuitable movement detection
settings
Please check the configuration of
the camera, the push alerts and
the detection sensitivity.
The application is not author-
ised to send a Push alert
Please check your applications'
rights within your iOS application
Security and Privacy settings or
Android application parameters
I do not receive an email when
movement is detected.
Unsuitable movement detection
settings
Please check the configuration of
the camera, activate email send-
ing upon alert as well as detection
sensitivity
Email configuration error
Please check with your email
service provider that the SMTP /
encryption / port settings are all
correct
Your camera is not authorised
to access your email inbox
Please check with your email ser-
vice provider that the Security and
Access Control settings of your
account allow the camera to use
your email account
Your email inbox is automatical
-
ly classing Push alerts as junk
or spam.
Please check the settings on your
inbox to prevent messages from
your camera being classed as
junk mail.
