Please read through the scenarios below to help troubleshoot.
Gingr Support PetExec Support iDogCam Access Guide Premium Install Guide Cloud Install GuideTurn off your wifi and use cell phone data.
This means the camera is currently down. Please email or call us to report the issue for troubleshooting.
A camera power reset is needed.
The camera is currently offline and additional steps need to be taken. See Below.
Have there been any changes to the Wi-Fi network?
Have there been any changes to the network router?
There are many factors that could be causing this issue:
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.
If the internet is still up and functioning at your location there are a couple of conditions that may be causing the interruption.
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.
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).
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).