Support for Yale Smart Home CCTV Kit

Troubleshooting

• I can’t download the app – Smart WiFi & Wired CCTV

  The app is compatible with most phones running Android 4.1 and above, or IOS version 8.0 and above. If you have a compatible phone, make sure you have a stable internet connection and attempt to download it again. If you are trying to use the app on an iPad you need to search for iPhone app on the App Store.

• I can’t view live streaming in the app? – Smart WiFi & Wired CCTV

  Please make sure you have followed the initial set up wizard to set up the system and connect the app. If you have changed the DVR password you need to delete the camera/system from the app and add it again. To re-add the camera/system to your app after deleting, press + icon on the app main screen, then go on your DVR and select “Network” on main menu setting and then select “P2P” menu option and scan with your app the Device SN QR code, then follow the instruction on the app.

  Please check your router is connected to the internet. Using a laptop or tablet connected to your wifi and then try to connect to a web page (example www.google.co.uk) to make sure your internet connection is working properly. Please also check that your DVR is online, go to “Network” in the main menu setting and then select P2P menu option in the right-hand side menu and make sure the status in online and the “enable” box is ticked.

• Yale Wi-Fi Bridge troubleshooting – only applicable to older Apple devices limited to iOS 14.2

  Check the connections from your monitor to DVR have not come loose, and that there is power to the monitor. Please also make sure you are using the HDMI cable provided. If you are using a smart TV this might not allow DVR connection using HDMI, please try with another monitor or use a VGA cable.

• My DVR is not recording to the full capacity – Smart WiFi & Wired CCTV

  This is because settings have been changed or more cameras have been added.

  For example, if your DVR is set to ‘always record’ then this will give you the shortest recorded time period.

  If you select an option such as ‘motion detection’, this will give you a longer recording period as less data is being stored.

  Check the user manual on how to set motion detection and other recording feature.

• Can’t connect to a camera or DVR over 4G (Android)

  • Open phones Settings app
  • Tap on search at the top of the screen
  • Search for “APN protocol”
  • Set “APN protocol” to “IPv6”

    If the users phone does not support the APN protocol setting it will not appear in the search results.

• Smart Wired CCTV allows access to main menu but no images are shown

  Make sure the connectors are securely in and do the following:

  1. 1. Check the power supply to the cameras.
     2. Check that you are viewing the correct channel.
     3. Make sure you have followed the initial set up wizard.
     4. You can reset the DVR in factory mode and restart the process again.
     5. Go to System in setting menu, select “Default” menu option on the left side menu and then press “Factory Default”

• My password is not working - Smart WiFi and Wired CCTV

  Right click with the mouse and select 'main menu'. Click on 'forgot unlock pattern', then go to 'forgot password' link.

• I'm getting a white cloudy image mist across the camera image, what is this?

  Lighting around the camera at night can cause this. Such as security lights or street lamps. Please try re-angling and/or relocating your camera and then re-test.

• Why is my DVR not recording footage?

  Go into the storage meny and select 'HDD manage' and check the capacity of the hard disk. Also, check that your record settings are correct in the schedule menu.