Vuezone Personal video network User Manual page 30

User Guide
Troubleshooting
Please review the issues below and/or search our knowledge base online via the 'help' link from within
your my.VueZone.com account or at http://vuezone.com/support. Use the 'Email Us' option if you are
unable to resolve your issue with the information provided or cannot find what you are looking for.
Minimum system requirements
The only hardware requirements for your VueZone personal video network are an existing broadband
Internet connection (typically via cable/DSL) and an open network (LAN) port on your router or switch to
connect the gateway to.
To setup and operate your VueZone system via your my.VueZone.com account you will need access
to an Internet browser. Internet Explorer 7.0+, Firefox 3.0+, and Safari 3.0+ with Adobe Flash 10.1+
have been qualified to work with my.VueZone.com. Once the system is registered, you can also view
your cameras from one of our free mobile apps for the iPhone, Android and BlackBerry platforms (see
http://vuezone.com/shop-products/mobile-apps for more details on which models and carriers have been
tested to work with the Vue system).
A minimum upload connection speed of 300Kbps at the location of your Vue system is recommended.
You can test your download and upload bandwidth at http://www.speedtest.net - choose the 'Begin Test'
option to initiate a speed test. Once complete, your download and upload Mbps will be displayed.
Camera(s) unavailable notification
What do I do if I get the error 'Camera Unavailable' or the spinner just keeps spinning when trying to play
a camera?
The most common reason for this error is that your battery(s) are too low or fully depleted. Try inserting
new battery(s) - you may have to re-sync camera also.
Your camera(s) may be out of range of the gateway. Move the affected cameras to a location closer to
the gateway and check your my.VueZone.com account to see if that changes their status.
Your camera(s) may require being re-synced with the gateway. To re-sync: power off your camera(s) for
at least 2 minutes, bring within 12 inches of the gateway, hit the sync button on the top of the gateway
and then power on the camera(s) while watching the front of the camera. Upon powering on, you should
see the blue LED light come on for a couple seconds - keep watching the LED - during syncing the blue
LED should flash for about four seconds indicating the camera(s) synced with the gateway. This can
happen immediately or up to 45 seconds later (typically within 10 seconds). To confirm, login to your
my.VueZone.com account and confirm camera(s) can be viewed. If one or more of your cameras do not
sync, insert a new battery and try process again.
Internet indicator on gateway is not blinking – Was previously working at same location
If you are not seeing the light under the word 'Internet' on the gateway intermittently flash, this indicates
the gateway is not communicating with the data center. Please check your connections and make sure
the gateway is receiving power.
Check the current status of the gateway under the 'Settings' tab – select 'Gateways'. If it shows 'Not
29 Chapter 10 VueZone Mobile
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