If you're having trouble connecting your Portable SmartCam during setup and notice a gray camera icon, this typically indicates the camera is not successfully connected locally, to the cloud, or sometimes even both.
Three error messages can show up in this situation, and below you'll find a breakdown of what they mean and the next steps to resolve them.
Camera not Connected
In the iOS Portable SmartCam setup menu, “Camera not connected” means the app can't verify an active camera connection in either of the following ways:
Locally: The phone/app can't detect the camera on the Portable SmartCam’s local network.
Via Spiideo Cloud: The camera can not reach our cloud.
In short, this status indicates a lack of visibility from both the local device and the cloud.
Here are some steps you can try to help the phone or app detect the camera on the local network:
Restart the camera.
Ensure that the antennas are on AUX and not GPS (Portable SmartCam Mk II).
Check that your Ethernet cable is firmly secured from the camera port on the side of the carry case and to the port on the side of the Portable SmartCam.
Check that both ports are free of debris and don't look damaged.
Try using another Ethernet cable to connect the camera to the carry case. Any Cat6 cable will work.
Perform a fresh install of the Spiideo iOS app by uninstalling and reinstalling. After this, try connecting the camera again.
The troubleshooting steps for getting the camera to the cloud may vary depending on your connectivity method. Please refer to the guides below for detailed instructions tailored to your setup.
Camera Can't Reach Spiideo Cloud
In the iOS Portable SmartCam setup menu, “Camera Can't Reach Spiideo Cloud” means the app can't verify an active camera connection to the Spiideo cloud, which is typically caused by unstable internet connectivity, firewall restrictions, or incorrect network configuration.
The troubleshooting steps may vary depending on your connectivity method. Please refer to the guides below for detailed instructions tailored to your setup.
Camera Unreachable
The error message "Camera unreachable" is rare to encounter. However, if you do, please continue setting your camera up as usual and wait a few minutes.
If the message does not disappear, please contact support.
