VicoHome Camera Not Working Troubleshooting

Why can’t VicoHome scan QR codes?

1. Make sure that the VicoHome camera is in wait for connection mode,The VicoHome camera emits a “Ding dong ding dong” sound when it’s in waiting-for-connection mode. If your camera isn’t making this sound, press the power button twice to put it into connection waiting mode. (Sometimes, if you double-click the power button too quickly, it may not respond, so you might need to try a few times.)

2. Make sure the camera lens is free of protective film. If the lens is dirty, clean the camera lens. Avoid leaving fingerprints on the camera lens.

3. Make sure that the phone and camera are aligned and that the distance between the camera and the phone should be approximately 6 to 12 inches. If you have a long WiFi name or password, it will be difficult for the camera to scan, please stabilise the phone and let the camera scan for a few seconds.

Why VicoHome cameras not connecting to wifi?

VicoHome cameras not connecting to wifi is usually a wifi problem or an operational problem.

1. Make sure you have the correct wifi name or password, VicoHome cameras only support 2.4GHz wifi, this is a common problem.
2. Keep the camera close to the router, sometimes the wifi signal is too far away to connect.
3. Reboot the router, sometimes rebooting the router can solve the problem.
4. Reset the VicoHome camera, then reconnect. We had trouble connecting, but after resetting the camera we were able to connect.

If the camera has a voice prompt, follow the camera’s voice to troubleshoot.

Wi-Fi SSID not found

1. The camera only supports 2.4GHz Wi-Fi. Please make sure to connect the camera to 2.4GHz Wi-Fi.
2. Please make sure that the Wi-Fi signal exists and works. You can try to connect the Wi-Fi to your phone. If you can normally surf the Internet, it means that the Wi-Fi works.
3. The error may be caused by the camera being too far away from the Wi-Fi router. Please place the camera near the Wi-Fi router or as close to the Wi-Fi router as possible.
4. It is recommended that the Wi-Fi SSID (name) not contain special characters or be too long. If the Wi-Fi SSID (name) contains special characters or is too long, please try to simplify the Wi-Fi SSID (name) and try again.

Wi-Fi password error

1. Please double-check the password you entered and make sure it is correct. And please pay attention to special characters, e.g. white space.
2. It is recommended that the password of the Wi-Fi not contain special characters or be too long. If the password of the Wi-Fi contains special characters or is too long, please try to simplify the password and try again.

Cloud service connection fail

If the camera reports a “Cloud service connection fail” error, it means that the camera fails to build the connection with the cloud server.

1. Please make sure that your Wi-Fi router is connected to an available network. You can try to connect the Wi-Fi to your phone. If you can normally surf the Internet, it means that the Wi-Fi works.
2. If it is, but the issue still exists, please restart your Wi-Fi router and try again.
3. If the issue still exists after restarting the Wi-Fi router, there may be some restriction(s) on the Wi-Fi router. In this case, you can try the following:
   1. Remove the restriction on the Wi-Fi router: enter the router’s admin address in the browser address bar (usually the admin address will be written on the router‘s body) > enter the admin password to go into the admin site > click LAN > click DHCP Server > Set Server 1 as 8.8.8.8 and Server 2 as 8.8.4.4 under “DNS and WINS Server Setting”.

• If possible, reset and re-configure your Wi-Fi router.
• If possible, try to connect the camera to another Wi-Fi.

Authentication error

1. The error can be caused by the router’s authentication method not being supported.

Please set the router’s authentication method as WPA-PSK or WPA2-PSK. And please note that the camera only supports the AES encryption algorithm while the TKIP encryption algorithm is not supported.

2. The error can also be caused by special authentication methods like SMS/Web authentication being enabled.
   1. Please disable any special authentication method like SMS/Web authentication.
   2. If possible, try to connect the camera to another Wi-Fi.

Retrieving IP timeout

1. The error can be caused by the DHCP server of the router not being enabled.

Please enter the router’s admin address in the browser address bar (usually the admin address will be written on the router‘s body) > enter the admin password to go into the admin site > click LAN > click DHCP Server to make sure the DHCP server is enabled, and the IP Pool Address is set correctly.

2. The error can also be caused by there being too many devices connected to the router, so the camera fails to get an IP from the router.
   1. Please try to restart the router and try to connect the camera again.
   2. If possible, try to connect the camera to another Wi-Fi.

Why are VicoHome cameras offline?

1. The router does not work

Please check whether the router is working. You can judge by checking whether other devices (such as mobile phones) can connect to the Wi-Fi and can access the Internet. If this router is indeed not working, please make sure it works first.

Please check whether the router’s Wi-Fi name and password have been changed. If yes, you will need to re-add the camera to the App.

2. The Wi-Fi signal is unstable

Please move the camera as close to the router as possible. If possible, please boost the signal strength of your router.

You can try restarting the router.

You can try connecting the camera to another Wi-Fi or another phone’s hotspot.

3. Camera is off

Please confirm whether the camera is turned on, if not, please long-press the power button to turn it on. If the camera cannot be turned on, please confirm whether the camera has battery power. If the camera is out of power, please use a 5V/1.5A charger to charge the camera before turning it on.

4. Reconnect the VicoHome camera

Press the power button twice to put the VicoHome camera into wait for connection mode, then reconnect the camera.

If the above steps do not solve the problem, try resetting the camera and reconnecting it. Resetting the camera will restore it to its factory settings and may solve some unusual problems.

Why does VicoHome camera battery drain fast?

1. The longer the camera works, the faster the battery drains. Therefore, we suggest, if it’s possible, reduce the sensitivity of motion detection, the time of two-way calls and watching live.
2. If you receive too many alarm notifications, please adjust the sensitivity from ‘High’ to ‘Low’ to reduce the number of alarms, or set the ‘Activity Zone’ to narrow the detection range.
3. You can adjust the installation angle of the camera to avoid unnecessary alarms, to save battery power. For example, don’t let the camera face a sparkling swimming pool, swaying trees, or heavy traffic, etc.
4. As you may know, battery drains faster in cold enviroment