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Troubleshooting your Smart WiFi Gen 2 

Here you can find the answers about Troubleshooting your Yale Smart WiFi Gen 2.

Five most common questions about Troubleshooting Smart WiFi Gen 2


    Some of the App functions do not seem to be working

    Our App is constantly improving, and we welcome feedback from users so we can constantly improve features and fix any bugs quickly. Please message us using this link, and we will be happy to help.
     

    Why is my DVR not recording footage?

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

    Can only view live footage with Wi-Fi and not on a 3G/4G network

    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 to make sure your internet connection is working properly. Please check also 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
     

    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. Try re-angling and/or relocating your camera. Then re-test.
     

    Mein Passwort funktioniert nicht – Smart WiFi und kabelgebundenes CCTV

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

FAQ


  • 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.
  • Some of the App functions do not seem to be working

    Our App is constantly improving, and we welcome feedback from users so we can constantly improve features and fix any bugs quickly. Please message us using this link, and we will be happy to help.
  • Why is my DVR not recording footage?

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

  • Can only view live footage with Wi-Fi and not on a 3G/4G network

    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 check also 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.
  • I’m getting a blank screen/I cannot see a menu – Smart WiFi & Wired CCTV

    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.

  • 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. Try re-angling and/or relocating your camera. Then re-test.
  • My password is not working – Smart WiFi & Wired CCTV

    Right click with the mouse and select ‘main menu’. Click on ‘forgot unlock pattern’ then go to ‘forgot password’ link.
  • 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. 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”
  • The picture quality on the app does not look as sharp as expected

    The app automatically streams to SD instead of HD to reduce data consumption (this is important for 3G/4G users with limited data packages). Press the SD button under the camera streams to switch the stream to HD.
  • I changed my router and now my wifi camera won't connect anymore

    If you've changed your Wi-Fi router, you'll need to update the cameras' Wi-Fi settings.

    • You need to reset the cameras by pressing the reset button on the bottom of the cameras for 10 seconds (the LED flashes red when the reset is complete).
    • After resetting the cameras, you'll need to plug the Ethernet cable into the camera's ports and connect it to the new router.

    • Please go to the menu item "Camera" in the main menu setting

    • Delete the cameras in the "Added device" field.

    • After erasing the device, you'll need to set up the Wi-Fi cameras again (make sure you connected the cameras to the router with the Ethernet cable at that time).

    • Click the IP Search button.

    • Select the cameras you find and click Add.

    • Select "Wi-Fi Camera" from the menu on the left, then select the camera channel and update the Wi-Fi name (SSID) and password.

    • Save settings.

    For more information on adding a WiFi camera, see the "Adding a WiFi camera" section of the User Guide.

  • Wi-Fi Camera Stream Decoding Error Message

    If you're using the Wi-Fi cameras, it's not possible to start playback from a multi-channel screen. When you try to do this, you'll see a decoding error message. To play back the Wi-Fi camera recording, select a single channel from the menu on the right. Please refer to the user manual for more information.
  • I can't connect my WiFi cameras to my WiFi system.

    Make sure the Wi-Fi signal strength is good in the location where the camera is installed (check this with your phone).

    Make sure the Wi-Fi cameras are correctly added to the DVR. Go to "Camera" in the settings menu, select "Registration" from the menu on the left and then check the status of your cameras in the "Added device" table.

    If the status icon is red, click Edit and change the password. Make sure you add the correct camera password (usually it's the same password you used to set up the digital recorder).

    Please also check that the Wi-Fi settings are correct. Select "Wi-Fi Camera" from the menu on the left, select the camera channel and then make sure the correct network (SSID) with the correct password (connection password word) is selected. If everything is OK, the status should show "Connected". If you're having a problem adding a Wi-Fi camera, please refer to "How to add a Wi-Fi camera" in the user manual.

  • The CCTV system allows access to the main menu, but no images are displayed 

      1. Make sure the Wi-Fi cameras have been added correctly. Make sure the Wi-Fi cameras have been added correctly.

      2. Go to "Camera" in the settings menu, select "Registration" from the menu on the left and then check the status of your cameras in the "Added device" table.

      3. If the status icon is red, click Edit and change the password. Make sure you add the correct camera password (usually it's the same password you used to set up the digital recorder). Please also check that the Wi-Fi settings are correct.

      4. Select "Wi-Fi Camera" from the menu on the left, select the camera channel and then make sure the correct network (SSID) with the correct password (connection password word) is selected.

      5. If everything is OK, the status should show "Connected".

    If you're having a problem adding a Wi-Fi camera, please refer to How to Add a Wi-Fi Camera in the User Guide.