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I'm having issues installing my device. What should I do?

This article will help you if you get one of the following issues:

- You get an error message during the setup
- You have a MAC filter enabled on your router
- The app is requesting the email address of the original owner

Before proceeding with troubleshooting, please make sure that your mobile device is compatible with the Smart Baby Monitor.


  

You get an error message during the installation

  • If you get a DNS Error, Error 255 or DCHP Error during the installation process, click here.
  • If you get an HTTP error, make sure your Wi-Fi network doesn't require to enter a password on a webpage (for free or shared Wi-Fi networks) or that it's not behind a proxy.
  • If you get a Wi-Fi error 2, make sure you entered the right password.
  • If you get a Wi-Fi error 3, 4 or 5 message during the installation process, it's most likely because you're trying to use a 5 GHz network, which is not supported. Try using another network instead. If your network is compatible, get closer to your router and reinstall your Smart Baby Monitor.
  • If you get a Wi-Fi error 6, reboot your router, make sure it authorizes new products to connect, and start installing your Smart Baby Monitor.
  • If you get a Wi-Fi error 7, reboot your router, make sure the Ethernet cable is properly plugged in on both sides. Use another cable, if necessary.

Note that Wi-Fi configuration is not possible in some countries (Armenia, Iraq, Qatar, New Caledonia, Kazakhstan, and Angola). You'll have to install your Smart Baby Monitor in Ethernet if you're living in one of these countries.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

 

You have a MAC filter enabled on your router

If you are installing a Smart Baby Monitor and have a MAC filter enabled on your router, you cannot use the MAC ID that is written on your packaging as it is. You need to increment this MAC ID by 1.

Note that this is a hexadecimal ID and therefore has some specific incrementation rules:

  • If it ends with a number, add 1 to this number. The only exception is the number 9 which should be replaced with an A.
    Example:
    - If your MAC ID is 00:24:e4:1c:10:44, you should enter 00:24:e4:1c:10:45
    - If your MAC ID is 00:24:e4:1c:10:49, you should enter 00:24:e4:1c:10:4A

  • If it ends with a letter between A and E included, replace it with the following letter. If it ends with an F, replace it with a zero and increment the value of the previous character as well.
    Example: 
    - If your MAC ID is 00:24:e4:1c:10:4B, you should enter 00:24:e4:1c:10:4C
    - If your MAC ID is 00:24:e4:1c:10:4F, you should enter 00:24:e4:1c:10:50
    - If your MAC ID is 00:24:e4:1c:10:FF, you should enter 00:24:e4:1c:11:00

 

I get a DNS or DHCP error during the setup

  1. Go to the Wi-Fi settings of your device.
  2. Check the details of your Wi-Fi network.
  3. Write down the following:
    - the first 3 sets of digits of the "IP address" field - in our example : 192.168.33
    - all of the numbers in the "Subnet Mask" field - in our example : 255.255.252.0
    - all of the numbers in the "Router" field - in our example : 192.168.32.1
  4. Go back to the app and go to Menu > Settings > Change Baby monitor configuration.
  5. Click Connect to network.
  6. Tap Manual configuration.
  7. Fill in the fields with the information you copied from the Wi-Fi settings:
    - Paste the first 3 sets of digits of the IP address and add "250" at the end.
    - Paste all the numbers from the "Subnet Mask" in the "Netmask" field
    - Paste all the numbers from the "Router" field.
    - In the "DNS" field, enter "8.8.8.8".
  8. Tap OK under the password field.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

 

The app is requesting the email address of the original owner

If the app is asking for the email address of the previous owner of the Smart Baby Monitor, please reach out to Customer Service by clicking the Contact us button at the bottom of the page. Make sure you provide us with a picture of the MAC address label located in the battery compartment, below the battery, as well as a proof of purchase. This will allow us to fix the issue for you.

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