Troubleshooting Camera Connection Issues on the Cove Connect Touchpad

Introduction: If you are experiencing issues with the camera connection on your Cove Connect Touchpad, please follow the troubleshooting steps outlined below to resolve the problem. Ensure you have completed the setup as described in the Setup Article.

Requirement Checklist:

Maintaining a stable network connection is crucial for the proper functioning of the Cove Connect Ecosystem, including the live feed display on the Touchpad. To make sure this is set properly, please make sure you have done the following:

• Cove Connect Hub, Cove Connect Touchpad, and Eufy or Cove Cameras are all connected to the same Internet Network.
• Cove Connect Hub needs to be connected via Ethernet Cable to the Home Router/Modem.
• The Cove Connect Touchpad needs to be connected via Wi-Fi to the same network as the Hub.
• Eufy or Cove Cameras needs to be paired through the Cove Connect App to the same Wi-Fi Network as both the Hub and Touchpad.
• Network Connection Speed is at least 2 MBPS. Upload and download each connected camera and Touchpad on the home network.
• For example, if you have 5x Wi-Fi Connected devices, we recommend at least 10 MBPS Upload and Download to support their connection properly.
• Cove Connect Touchpad must be signed in using the same credentials used with your Cove Connect App.
• The Touchpad is on the firmware version 0.4.3.3 or later. You can check your Touchpad’s current version by clicking on More --> System --> Touchpad --> Touchpad Firmware. If you need to update the firmware, you can do so by clicking on More --> Settings --> Touchpad --> Wi-Fi --> Update network --> Check for Updates.
• Check that your camera's firmware is up to date. an out of date firmware can affect your experience when viewing cameras. The firmware version and updates can be viewed in the camera's settings in the Cove Connect App. 

How to Resolve Touchpad Live Feed Issues

Step-by-Step Troubleshooting:

1. Verify Camera Functionality:
   • Open the Cove Connect App on your Phone or Tablet.
   • Check if the cameras are functioning properly in the app.
   • If the cameras are not working in the app, an issue may be unrelated to the Touchpad. Please make sure your network is online and properly working.
   • If the cameras work in the app, move to the next step.
2. Check Wi-Fi Signal Quality:
   • Relocate Touchpad and Eufy or Cove Camera next to the router:
   • Move the Touchpad and the Eufy or Cove Camera, which are experiencing issues, closer to the in-home router.
   • Re-test the live feed functionality in this new location.
3. Evaluate Results:
   • If the live feed works near the router, the issue is likely due to an unstable network connection at the previous installation location.
   • We would recommend either moving the Touchpad and/or the Camera closer so that the connection is stable.
   • By relocating the Touchpad and Eufy or Cove camera closer to the router, you can determine if network instability at the initial location is the cause of the issue.
   • If you would like these devices to work in their original locations, we would refer you to your ISP or a network expert to look into improving the quality and distance of your current in-home Wi-Fi router so that its broadcast range can properly reach devices that are further out.
   • Further troubleshooting may be required if the live feed does not work near the router. Consider the following additional checks:
     • Ensure the router is functioning correctly and providing a stable connection.
     • Verify that the Touchpad and cameras are connected to the correct Wi-Fi network.
     • Restart the router to refresh the network connection.

If you still have issues, please contact our support team for further assistance.

How to Fix Camera Names on the Touchpad so they match the Cove Connect App 

If you have updated the name of your Eufy or Cove Camera on the Cove Connect app and it has not synchronized the new name on the Cove Connect Touchpad, please try the following: 

• Reboot the Alarm Touchpad
  1. On the Touchpad, Swipe the Top Menu bar (Top of the screen) down to access notifications and additional settings.  
  2. Press the power button.  
  3. Press Reboot 
  4. Wait a few minutes for the reboot sequence to complete.  

If this doesn’t resolve, please reach out to our support team for further assistance.