Camera Network Troubleshooting

Your cameras are a unique part of your Cove security system. They connect to the system using a WiFi connection rather than the radio connection used by the rest of your equipment. 

Because of this, there are some requirements your network must meet for your cameras to function properly with your system. Otherwise, the camera will not function correctly. This article will describe what to do to get your camera up and running and when you’ll need to reach out to your internet service provider (ISP).

This article applies to you if you have not yet paired ANY Cove cameras to your network. If you’ve already paired at least one camera, please visit: What to do if your cameras won't stay connected.

Basic Troubleshooting

While setting up your cameras, you may see the following error message:

 

Other common messages include:

  • "Unknown SSID"
  • "Unable to Connect"
  • "Reset your Network"

Any of these errors probably mean a network connectivity issue is preventing your camera from pairing correctly. Follow the troubleshooting steps here to resolve this issue.

 

Step 1: Make sure your phone or tablet is connected to your WiFi. Please remember that you will need a 2.4 GHz bandwidth.

  1. If you aren’t sure if your WiFi network uses a 2.4 GHz bandwidth, please contact your internet service provider for assistance.
  2. Ensure your phone or tablet is not connected to a WiFi repeater. You need to connect directly to your router’s 2.4 GHz access point.
  3. Make sure your WiFi password is alphanumeric with no special characters. The camera will not be able to pair to a network password that contains any of the following special characters: !@#$%^&?*()_-+={}[]|\;’:”,/<>?.  If your WiFi password does contain a special character, please change it to contain only letters and numbers. If you aren’t sure how to update your password, please contact your Internet Service Provider for assistance.

Step 2: Make sure your tablet’s or phone’s operating software is up to date. 

  1. For iOS, visit:  https://support.apple.com/guide/iphone/update-ios-iph3e504502/ios
  2. For Android, visit: https://support.google.com/android/answer/7680439?hl=en

Step 3: Uninstall and reinstall the Cove app.

  1. Once you’ve reinstalled the app, please click “allow” for any permissions the app requests (Notifications, Location, Camera, Device Storage.)  (We will be inserting screenshots that show the permissions and settings to enable after a clean re-install both for android and IOS)

Step 4: Restart your tablet or phone.

  1. For iOS: Press and hold the side button and one of the volume buttons at the same time until the sliders appear. Drag the top slider to turn your device completely off.

    • If the sliders don't appear, press and hold the Sleep/Wake button until the red slider appears, then drag the slider.

    • After 10 seconds, press the Sleep/Wake button.

    • Once your device powers on, try opening the Cove app and pairing your security camera again.

  2. For Android: Press and hold the power button for roughly 3-5 seconds. 

  • A prompt should appear to either “Restart,” “Power off,” or turn on “Emergency mode.” Press “Restart.” 
  • Once your device powers on, try opening the Cove app and pairing your security camera again.

Step 5: Test your internet connection.

You can test your device's connection to the internet by visiting Google and running a speed test:  

 

  • Open up the camera app on your iOS or Android phone or tablet and aim it at the square QR code above.  
  • A notification should appear that takes you to Google’s speed test.
  • When the website loads, select “Run Speed Test.”
  1. You will receive a report that tells you your current download and upload speed.
  2. Please refer to this article: "Camera Minimum Upload and Download Speeds" to determine if your speed is sufficient to support 24/7 security video streaming.
  3. If your browser says it cannot open the page because your device is not connected to the internet, you may be experiencing a connectivity issue that will require troubleshooting with your home network or your device's connection to the internet. See Apple Support or Windows Support for more help.
  4. Once you're connected to the internet, try opening the Cove app again and pairing your security camera.

Step 6: Try a separate mobile device.

  1. With another smartphone or tablet, try the pairing process again. If the issue persists, please repeat steps 1-5 again with the new device. 

Advanced Troubleshooting

If the basic troubleshooting steps above did not solve your camera's connection issues, please try the following steps.

Step 7: Do you use a VPN or proxy for work or privacy?

  1. Because there is no reliable way for us to determine the location where a VPN or proxy is being used. Using a VPN or proxy may prevent you from pairing and accessing your security camera.

Step 8: Disable any VPN, proxy, or unblocker software.

  1. Disable any proxies, VPNs, or other software that might route your internet traffic outside your current region.
  2. We recommend ensuring your device's network settings are set to Automatic for the best results.
  3. If you need help disconnecting from one of these services or restoring your connection's default settings, contact your router, phone, or tablet manufacturer. You may also reach out to your internet service provider.

 Are you using an IPv6 proxy tunnel? 

Tunneling services that proxy an IPv4 connection over an IPv6 network also hide your region and may trigger an error message. If you're not sure if you are using one of these services, contact your internet service provider for assistance. NOTE: Cove does support any IPv6 connection that is natively provided to you by your ISP.

Step 9: Make sure your network allows streaming and 24/7 security cameras. 

  1. Public WiFi networks such as at school, work, or a hotel sometimes block video streaming. If you're using a public network, check to make sure the network allows you to connect 24/7 streaming security cameras.
  2. If you're using a cellular data network or a satellite internet connection, try a different network if you can. 
  3. Mobile Hotspots are also not a reliable source of network connectivity and are generally incompatible with our security cameras. For this reason, we do not recommend mobile Hotspots to connect your camera. 

Step 10: Restart your home network

  1. Turn off your device.
  2. Unplug both your ethernet and power cable from your modem and router and wait 30 seconds.
  3. Plug the ethernet and power cables back into your modem and wait until no new indicator lights are blinking.
  4. Plug the power and ethernet cables back into your router and wait until no new indicator lights are blinking.
  5. Turn on your device and try opening the Cove app and pairing your security camera again.

Step 11: If you have a different 2.4 GHz access point available at your home, try to connect using that. If not, please follow the steps below:

  1. Take your phone/tablet AND your security camera to a friend's home.

  2. Connect your iOS or Android phone to their network (must be a 2.4 GHz network). 

    1. To choose a different wireless network for your iOS phone or tablet:

      • Press the Home button on your device.

      • Select Settings.

      • Select WiFi.

      • Please select a different network and connect to it; make sure it is a 2.4ghz access point.

    2. To choose a different wireless network for your Android phone or tablet: 

      • Access the settings for your phone. Click on Connections.

      • Click on WiFi.

      • Please select the desired network connection and connect to it; make sure it is a 2.4ghz access point. 

  3. Once you are connected, try opening the Cove app and pairing your security camera again.

    • If you pair successfully, your home network has some incompatibility that prevents your camera from pairing successfully.

    • Your internet service provider can help you resolve this. 

Further Troubleshooting

If using a different internet connection didn't resolve your issue, or you cannot use a different internet connection, please continue to the next set of troubleshooting steps. 

Step 12: Restore your default connection settings.

  1. If you use custom settings on your network or devices, restore your internet provider's default settings and try opening the Cove app and pairing your security camera again.

  2. If you connect with a Virtual Private Network (VPN) or proxy service, disable it and connect directly with your home internet.

    • If you need assistance checking this on your phone/tablet, please reach out to your device manufacturer.

  3. Some service providers block ports that the cameras require to connect to the network.

    • Note: Certain providers (AT&T U-verse and Verizon Fios) tend to block certain ports by default that the cameras go through to access the network. 

    • If you have any restrictions on your network, please contact your ISP to open the following ports on TCP: 21047, 8080, 80, 443, and 8000. Please do not set any restrictions on UDP ports.

  4. If you have changed your network or devices to a custom DNS setting, try resetting the network or devices to acquire DNS automatically.

    1. If you need help changing the connection settings on your phone or tablet, please contact the device manufacturer.

    2. If you need help changing your router or network connection settings, please contact your internet service provider.

Step 13: Improve your WiFi signal.

  1. If you're connecting over WiFi and the above steps didn't help, follow these suggestions:
  2. Remove all other devices from the network temporarily to see if there are too many devices connected, which could cause network congestion. 
  3. Move your router to improve signal strength. Reception is best if the router is in a central location.
  4. Move wireless devices such as cordless phones or microwave ovens away from your router.
  5. Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.
  6. Upgrade or replace your router with a more powerful model.

What to do next

  1. If you complete the steps above but still can't open the Cove app and pair your security camera, contact your internet service provider. They can help you determine whether your router is set up properly.
  2. If your internet service provider cannot figure out where the issue is coming from, your network may be incompatible with our cameras. We have a 60-day money-back return policy so that you can return the cameras within 60 days from the date of the initial purchase, and we will refund you for your purchase. 

Call 855.268.3669 for additional assistance or you can email Support from the Contact Us page

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