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CappSure Support & Common Queries
CappSure Support: Common Queries and Setup Help
This guide provides troubleshooting advice for common CappSure camera setup and connection issues, including LED status lights, Wi-Fi connection problems, account binding and resetting the camera.
Important app update: Please use the iThink app instead of the CappSure support app.
Green Light is Not Flashing
Unplug the camera power supply and plug it back in, making sure the USB cable is secure at both ends. Wait 2 to 3 minutes for the camera to reboot.
LED Status Light Guide
The LED indicator can help identify the current camera status. Some camera models may not have multi-coloured LEDs.
| LED Status | Meaning | Action |
|---|---|---|
| Constant yellow | Camera system is setting up. | Please allow 1 to 2 minutes for setup to complete. |
| Constant blue | Power supply may be insufficient, or the camera may be offline. | Use the original power adaptor supplied with the camera and check the camera is set to Network mode. |
| Constant green | Camera is connected and working properly. | No action required. |
| Flashing green, 1-second intervals | Camera is not connected to an account. | Complete the account binding process in the app. |
| Rapid flashing LED | Camera is trying to connect. | Ensure the camera has a strong 2.4 GHz Wi-Fi signal. |
Resetting the Camera
- Remove the memory card from the camera.
- Using a paperclip, blunt instrument or similar tool, briefly press the reset button inside the case next to the memory card slot.
- Hold the reset button for 5 seconds, then release it.
- Allow approximately 3 minutes for the camera to reset and reboot completely.
Warning: Do not confuse the reset button with the small microphone hole. Pressing into the microphone hole may damage the microphone.
Did Not Hear “Binding Successful”?
- Ensure the camera is in an area with a strong Wi-Fi signal.
- Hold your phone close to the rear of the camera, as close as practical.
- Set your phone media volume to maximum.
- Keep background noise as low as possible, for example no TV sound or conversation nearby.
- Make sure the camera can clearly hear the soundwave from the phone.
Wireless Network Does Not Exist
If the app shows the error message “Wireless network does not exist”, check the following:
- Check the wireless network name does not contain unusual characters.
- Check the wireless network broadcast is not hidden.
- Ensure the camera and phone are both in a good Wi-Fi signal area.
- Check the selected wireless network is not 5 GHz. CappSure cameras use the 2.4 GHz band only.
Actions
- Change the wireless network name so it only uses letters and numbers.
- Disable the hidden broadcast function on the wireless network.
- Connect the camera to a 2.4 GHz Wi-Fi network.
Wireless Network Connection Failed
If the app shows “The wireless network connection failed”, check the following:
- Check the wireless network password is correct.
- Check whether the wireless network is using WEP encryption.
- Ensure the camera is in an area with a good Wi-Fi signal.
- Check the wireless network name does not contain unusual characters.
Solution
- Re-enter the wireless network password.
- Change the wireless network encryption type to WPA or WPA2.
- Restart the camera and attempt the connection again.
Server Connection Timed Out
- Check the camera is powered on and connected to the network.
- Check the LED is lit but not flashing.
- Ensure the camera is in a good Wi-Fi signal area.
- If the issue remains after several hours, reset the camera and reconnect it.
- Use Wi-Fi where possible. If the phone's mobile signal is poor, the camera stream may not work correctly.
Network Abnormal: Please Check the Router
Verify that the wireless network can connect to the internet. You must also have a good 3G, 4G or Wi-Fi connection on your phone for the camera stream to work correctly.
Please note: If you move the camera to a different Wi-Fi network, or install a new router with a different Wi-Fi SSID or password, the camera will need to be deleted from your account and reset.
Connecting to a New Account
If you are selling the camera or need to connect it to a new account, you must remove it from the existing account first. The camera cannot be connected directly to two separate accounts, except virtually through the account sharing feature.
- Open the app.
- Select the cog icon on the camera you wish to remove.
- Scroll down and select the delete button.
- Enter your password when prompted.
- The camera LED should now be flashing.
- Remove the MicroSD memory card, if fitted.
- Press the reset button on the camera and allow approximately 2 minutes for it to reboot.