Indoor Camera Frequently Asked Questions

This article is built to answer general questions regarding the indoor camera. If your question isn’t listed or the suggestions did not resolve them, call us at 855-268-3669, and we will be happy to help. 

Frequently Asked Questions:

Why is my camera's video quality blurry?

There are several reasons why your video quality might be blurry. To solve this problem, please follow these troubleshooting steps:

1. Check the camera to make sure there are no obstructions or residual moisture on the camera lens. Clean the lens with a microfiber cloth.
2. Check the video quality in your Cove app. When you pull up the camera's live feed, make sure at the bottom right, the resolution is either set to "HD" or "Auto." (If the camera is set to auto, set it to HD). This will cause the quality of the camera to increase, although the high-resolution video will require the camera to upload more data.
3. Check your upload and download speed on www.speedtest.net. We recommend having at least a 2mpbs (2000kbps) upload and download speed per camera. Also, consider how many devices you have connected to the network. As more devices connect, it will increase the data congestion flowing to and from the devices connected. If you are willing,  have a few devices turned off for a few hours to see if that helps increase the quality when set to auto. If it does, you may need to consider contacting your Internet Service Provider (ISP) to boost the speed of your network.

The camera image is upside down. How do I get it right side up?

1. You can manually adjust it with the camera. Go to the camera and rotate the main camera to the desired angle. 
2. In the camera's settings, go to “Camera Settings,” and under “Image rotation,” toggle the slider to "On." If it was on before you got to this page, turn it off.

Videos aren’t storing on the SD card of the camera.

1. Make sure the Micro SD card is securely fastened to the camera. The SD card must be inserted to correctly record the total. The SD card must be inserted so the face side (the side with the pins) is facing the lens. Please ensure the camera is powered down before inserting the SD card. Failure to do so could result in damage to the equipment. 
2. If your camera is recognizing the SD card, check your camera settings. In settings, there is an option to see what storage is in use or if the SD card needs to be formatted. If you don’t see these options, your SD card is not fastened correctly into the camera. Try the previous suggestion. If it does display the MicroSD card but shows the SD card needs to be formatted, click on the Format SD card.

The firmware will not update.

If the camera does not automatically update the firmware, you can manually update it in Settings (gear icon) -> Camera Settings -> Firmware version. 

Night vision never turns on.

Night vision should turn on automatically if the camera doesn’t detect sufficient lighting. Your first test should be to make sure it is dark enough. You can simulate this by taking the camera inside and putting it in a dark room with little to no lighting. If there is little to no lighting and you walk in front of the camera, it should detect you in black-and-white mode.

The status light isn’t turning on.

There is a setting to turn the status light on and off. To check this, first go to settings (gear icon) -> camera settings -> Status Light. Make sure this setting is turned on and the slider is set to the right. From here, you can also turn on the night vision IR light.  

We lost power. The power is now on, but the camera won’t come back online.

1. Power cycle the camera by unplugging the power cord and waiting 30 seconds. After 30 seconds, re-insert the power cord. Allow a few minutes for the camera to reconnect, and it should go back online. 
2. Check your network connection and make sure other devices can connect to the same network. 

How do I access the old recordings of the camera?

1. The footage is stored in the cloud for 7 days. Afterward, they are erased and cannot be accessed from your app. 
2. If an SD card has been inserted, it is stored on that SD card until that SD card is full. Once the SD card is full, it will begin to erase the oldest footage. You can remove the SD card and insert it into a computer to view the recordings. Please note: Removing or inserting the SD card without being powered down can damage the camera. You can power it down by removing the batteries in the device and then removing the SD card. Do not insert the batteries until the SD card has been reinserted into the camera. If you remove the SD card for a longer period of time, you can put the batteries back in (make sure the batteries are inserted correctly). When you need to insert or reinsert the microSD card, make sure to remove the batteries first. Failure to do so could result in damage to the camera. 
3. If an SD card has not been inserted and you are requesting clips from further than 7 days ago, the clips are no longer available.

Where are manually recorded clips stored? 

1. The clips are stored in the local storage of the recording device (usually your phone). On Android, you may need to access your file explorer. Usually, stored clips are located in the videos section. 
2. On iPhone, recorded clips are stored on the Photos app.
3. Clips can also be stored in a separate cloud service if your phone has auto-sync with that shared cloud service. 

Can the Camera be placed outdoors? 

1. The camera is intended for indoor use and is not water or weather-proof. You can take the cameras outside, but doing so will void the camera's warranty if it is damaged from weather exposure or moisture.