Troubleshooting - Vuezone personal video network User Manual

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 'Ask a Question' 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 via an Ethernet cable.
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.
A minimum upload connection speed of 300Kbps at the location of your VueZone 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. A minimum download connection speed of 300Kbps at your viewing location is recommended
when you are viewing your cameras.
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) - In addition, you may have to re-sync camera..
Your camera(s) may be out of range of the gateway. Move the affected camera(s) 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
Connected', try re-cycling power to your gateway - unplug either the power adapter in the back of the
Chapter 9 Troubleshooting 26
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