Before troubleshooting, please make sure you have read our Complete Guide on the Portable Smartcam and our Setup Checklist. If you reach the end of this guide without a solution, please contact support via the chat in the bottom right hand corner.

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I'm having trouble connecting to a network

Connection Type:

Only part of my recordings can be watched in Spiideo Perform

I cannot connect to the Spiideo Cloud


I'm having trouble connecting to a network

Connection via Ethernet

  • Confirm the ethernet connection works by testing with another device

  • Make sure the cable is secured to both the box and your router

  • Make sure you have opened your firewall with these parameters

  • Run a speedtest to confirm there is enough bandwidth available? The Portable SmartCam needs at least 15mbps for a stable connection

Connecting via WiFi

  • Confirm you can connect other devices to the WiFi network

  • Has the password for your WiFi network been entered correctly?

  • Make sure you have opened your firewall with these parameters

  • Run a speedtest to confirm there is enough bandwidth available? The Portable SmartCam needs at least 15mbps for a stable connection

Connecting via SIM

  • Test the SIM in a mobile, make sure it is activated before using in the Portable Smartcam router

  • Enter any pin on the SIM card via the 'Internet Settings' button in the Portable SmartCam Setup menu

  • Make sure you are using the correct size SIM card. The details of this can be found here

  • Make sure the cover for the SIM slot has been secured correctly with both screws tightened

  • Check the connection lights on the router. Ideal 4G connection is 4 bars, 2 bars and below will cause a problematic connection

  • Confirm the SIM data limit and that there's is data still available

Connecting via Hotspot

  • Make sure you have two devices. One must be the hotspot device, the second is the device you open the Spiideo App on. The second device must be an iOS device

  • Make sure your devices hotspot password has been entered correctly

  • Confirm the hotspot device has 4G connection

  • Check your data limit and confirm adequate data is still available

  • If you have an iPhone 12 or newer, please check that 'Maximise Compatibility' is turned on via Settings - Personal Hotspot - Maximise Compatibility

Only part of my recordings can be watched in Spiideo Perform

There are two main reasons this will occur:

  1. Your Portable SmartCam has not uploaded all the footage to the Spiideo Cloud. To fix this, please connect to the Spiideo Cloud via any network type and allow time for the camera to upload.

  2. Your camera went offline during the recording. If this has occurred, it unfortunately means that no further footage was recorded, you can contact support to confirm this.

I cannot connect to the Spiideo Cloud

If you are connected to a network but are unable to connect to the Spiideo Cloud, here are some steps you can take:

  1. If you are connected via Ethernet or WiFi, please make sure your firewall is configured correctly via the guide here

  2. If you are connected via SIM or Hotspot, please make sure your connection is 4G and at least 3 bars as shown on the router (or mobile device in the case of Hotspot)

  3. Run a speed test to check your network speed, it is important to have at least 15mbps for your camera to operate effectively.

  4. If the problem persists, restart the connection process by turning off the power and attempt again as a final troubleshooting step

Who to contact when you need help?

If the issue you're experiencing persists or you do not see your issue listed here, please contact support via the chat in the bottom right corner.

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