iDogCam - General Support

Individual Support:

Customer Camera Issues:

1. Trying to view at work or on work wifi?

Turn off your wifi and use cell phone data.

2. Is your username and password giving you an unauthorized access error?

Usernames and Passwords are case sensitive.

Clear your web browser history and cache to clear out previous logins.

The Pet Care facility may have entered your credentials into the system incorrectly.

3. Are you receiving a "No cameras you have permission to view are available" error?

This means the camera is currently down. Please email or call us to report the issue for troubleshooting.

Facility Support:

Single Camera Issues:

1. “Camera video stream is choppy”, "Camera video is blocky or has green bars”

A camera power reset is needed.

Wifi cameras - Unplug camera from the power outlet. Count to 10. Plug power adapter back into outlet.

Wired cameras - Unplug the network cable from the POE Switch. Count to 10. Plug network cable back into POE port on the switch.

2. “No camera video” or “The camera you have permission to view is not available.”

The camera is currently offline and additional steps need to be taken. See Below.

3. My Camera does not seem to be powered up.

Wi-Fi camera: Make sure electrical outlets are functioning.

Wired camera: Make sure POE Switch the camera is plugged into has power with LEDs illuminated and blinking.

4. Network Connectivity has been lost to my Wi-Fi Camera.

Have there been any changes to the Wi-Fi network?

YES - the camera will need to be re-programmed. It will need to be connected directly to the network with a network cable to complete new programming.

NO - Power cycle the camera by removing the plug from the electrical outlet. Count to 10. Plug power adapter back into outlet.

5. Network Connectivity has been lost to my Wired Camera.

Have there been any changes to the network router?

YES - Will need to conduct a remote configuration setting to restore router settings.

NO - Unplug network cable from the POE switch. Count to 10. Plug network cable back into POE port on the switch.

Restored? NO - plug camera network cable into a different POE port on the switch.

Restored? NO - Use a different network cable to plug the camera into a POE port on the switch.

Restored? YES - your original network cable is damaged and will need to be repaired. Often putting a new connector on each end will restore before a full cable replacement is needed.

NO - Your camera will likely need to be replaced.

Cloud Server Issues:

1. All my cameras are not working right now.

There are many factors that could be causing this issue:

You are experiencing an internet or power outage. If this is the case once the conditions are restored the cameras will automatically come back online.

The NVRs your cameras are connected to are powered off or have become non-functioning.

There has been a change to hardware or software settings on your main internet router. If this is the case, we will need to conduct a configuration call session with screen sharing on one of your computers on your local network. This would take approximately 15 minutes to re-program the security settings needed to pass the cameras through to the iDogCam servers. Please call us at 424.229.2146 Option 0 to get the next available associate to assist with this process.

Your internet router might need to have a power reset. Please disconnect power, wait 10 seconds and restore power.

Your cameras may be powered up by a POE switch that has lost power. If this is the case, please ensure the switch is powered on and all the cameras have a successful connection to the switch.

2. My internet provider just changed and now my cameras are not working.

If this is the case, we will need to conduct a configuration call session with screen sharing on one of your computers on your local network. This would take approximately 15 minutes to re-program the security settings needed to pass the cameras through to the iDogCam servers. Please call us at 424.229.2146 Option 0 to get the next available associate to assist with this process.

Premium Server Issues:

1. Cameras are not working but the internet at the facility is.

If the internet is still up and functioning at your location there are a couple of conditions that may be causing the interruption.

If you have done any work with your main internet router recently, the programmed settings may have changed. We will need to schedule a brief call to re-enter the settings. Please call 424.229.2146 Option 0 to complete this work.

Please verify that the iDogCam server is still powered up and that there is still internet access to that computer.

Power cycle the iDogCam computer server.
Unplug computer from power source. Count to 10 and plug back in. Software will start automatically.

If remote access to the cameras still is not available, proceed to the next step.

Power cycle the main internet router.

2. My internet provider just changed and now my cameras are not working.

If this is the case, we will need to conduct a configuration call session with screen sharing on one of your computers on your local network. This would take approximately 15 minutes to re-program the security settings needed to pass the cameras through to the iDogCam servers. Please call us at 424.229.2146 Option 0 to get the next available associate to assist with this process.

Recording Issues:

1. How do I access my recordings on a local machine?

Double click the recordings drive (yellow/orange drive icon named Recordings) located in the top right area of the desktop.

Find the camera you want to access, double click the folder to open.

Find the date within that you need, double click that folder to open.

Find the time that you need and double click that file.

Once opened you can view as needed.

If you would like to keep that file permanently, at step 4 on this list right click and copy this file. Then you can paste that file onto the desktop of then machine or into an alternate drive for permanent storage.

Please note that any incident that occurs within the hour that is currently being recorded can not be accessed until the hour is complete, and the video has finished processing. You can't access and view video while still in record mode. You must wait until it is done recording. This means, at most, you will have to wait one hour to review any footage of an incident that just occurred (assuming that incident occurred at the beginning of the record cycle).

2. How do I access my recordings on the cloud?

Go to the link provided by iDogCam for your server, Login with your credentials.

Click the Captured Files button at the top of the page.

Find the camera you want to access.

Select either View as List, or View as Grid (whichever layout you prefer).

Find the date and time that you need. (Cameras record in 1 hour increments. Next to the date is a number, that is the hour of the day the record happened, after noon the count continues to 13, or approx. 1pm, an so on.)

Click either HQ button (ignore the LQ button) that applies. Click the “Play” (right facing triangle) HQ icon if you want to stream the video. Click the “download” (down facing arrow with a line under it) HQ icon to download video to that device.

Please note that any incident that occurs within the hour that is currently being recorded can not be accessed until the hour is complete, and the video has finished processing. You can't access and view video while still in record mode. You must wait until it is done recording. This means, at most, you will have to wait one hour to review any footage of an incident that just occurred (assuming that incident occurred at the beginning of the record cycle).

Your answer not here? For all other issues please submit a ticket or call.

Submit Ticket

1. How do I access my recordings on a local machine?

2. How do I access my recordings on the cloud?