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No idea how to install your product. Problems with your connections or other issues ? Find our detailed faq, step-by-step install guide, troubleshouting and help video's below. 

Getting started

My device seems to be already paired

When you are connecting a camera or doorbell, which has been already connected by another user, there is a chance the app will notify you that this device seems already paired. This option is built in to make sure no user can unwanted gain access to the camera. In order to unbind this device from the user, you need to send us a notification : 

  1.  When installing the camera, you will receive a message that the device already is paired on your screen 
  2. Press the "unbind feedback" link and follow the instructions to send us a message 
  3. You will receive a response from our service team within 3 working days, if needed a proof of purchase will be asked
  4. Check your feedback bulletin status, you will also receive a notification in your app
  5. If you wish to respond, press "unresolved? Send message". Write a new message and include your purchase ticket. 
  6. The service team receives your ticket and disconnects the device.
  7. You will receive a message that your device was reset 
  8. You can add your device again.
  9. Within the feedback, please press "Resolved" to make sure a service ticket does not stay open. 
How do I connect a Qnect home device to my dual-band router?

If your router is broadcasting wifi in 2.4GHz and 5GHz at the same time, it is still possible to add  Qnect home devices to your wifi.

As you probably know our devices will only connect to 2.4GHz, and it will try to connect to the frequency your phone is connected to at the time of pairing. If you are close to the router, the 5GHz signal is probably stronger, so your phone will likely connect to that frequency, and will try to add the qnecthome device to the same frequency causing the connection between your router and the Qnect home device to fail. Possible solutions are:

1. Splitting the frequencies in your router.
By giving the wifi networks your router creates different names, e.g.: “Home wifi 2.4GHz”, and “Home wifi 5GHz”
This can likely be set up in your router, although this is not the case for all routers. Check your router settings, or the manual for the router if this is an option for you.

2. Disabling 5GHz in your router settings.
If there is no 5GHz network, your phone cannot connect to it.

3. Disabling connections to 5GHz in your phone settings.
Some phones have the option to only connect to 2.4GHz networks. That way you are also sure to connect to the right type of network for Qnect home devices. After pairing your Qnecthome device, you can turn this option off again in your phone, so your phone can connect to 5GHz networks again. Check your phone settings, or the manual for your phone if this is an option for you

4. Connecting to your router on your phone, while being further away from your router
This might sound like a bit of Dark Magic, but it might be the simplest option, no changing of any options required! The difference between 2.4GHz and 5Ghz is that 5Ghz is stronger closer to the router, but 2.4GHz has a further reach. So if you stand further away from your router, your phone will be more likely to choose the 2.4Ghz network.

To summarize: please make sure your phone is connected to your router via a 2.4GHz frequency, before adding a Qnecthome device.

We hope this helps to explain it clearly for you, but please let us know if any questions remain!

How-to and best practice

Is the data on the microSD card encrypted?

Yes, we do everything to protect your privacy. The video images are therefore only viewable via the app, when the memory card is in the camera. It is not possible to view the images from the memory card on a PC. It is possible to export images to the internal storage of the phone, after which the images can of course be freely shared with other devices.

 

How do i create a better wi-fi connection to my device

How do i my  make my  Wi-Fi work for me?

Almost all Qnect products use Wi-Fi (wireless networking) to connect to the internet. Wi-Fi is useful but does have limits. If you ever have problems with Live View, a poor device connection, or are missing notifications, keep these factors in mind:

1-Wi-Fi signals are weakened by obstructions.

Walls, floors, furniture, and appliances all block Wi-Fi signals. To improve performance, try the following suggestions:

If your wifi router is inside a cabinet, closet, or hidden by furniture, move it out into the open, at least six inches from any wall.

Move your wifi router to a room that is closer to your Qnect products, if possible.

2-Wi-Fi can travel quite far, but it has limits.

Even with the best wifi router and minimal obstructions, wifi signals get weaker as they travel.If your router is far away from your Qnect products, consider moving it closer, or add a a mesh networking system to extend your Wi-Fi network.

3-Wi-Fi can handle a lot of traffic, but it has limits.

If many devices are connected to your Wi-Fi network (such as phones, computers, or TVs), they may slow your connection enough to affect your Qnect products.  To free up your Wi-Fi network, disconnect devices you seldom use, and connect heavy-use devices using Ethernet, when available.

4-Wi-Fi technology is always improving. Is your router up to date?

As phones, computers, and other devices improve, they demand more from your Wi-Fi router. Some older routers (more than a few years old) don’t work as well when supporting multiple modern devices.

If you suspect your Wi-Fi router may need an upgrade, contact your internet service provider for options. 

 

How do I connect a Qnect home device to my dual-band router?

If your router is broadcasting wifi in 2.4GHz and 5GHz at the same time, it is still possible to add  Qnect home devices to your wifi.

As you probably know our devices will only connect to 2.4GHz, and it will try to connect to the frequency your phone is connected to at the time of pairing. If you are close to the router, the 5GHz signal is probably stronger, so your phone will likely connect to that frequency, and will try to add the qnecthome device to the same frequency causing the connection between your router and the Qnect home device to fail. Possible solutions are:

1. Splitting the frequencies in your router.
By giving the wifi networks your router creates different names, e.g.: “Home wifi 2.4GHz”, and “Home wifi 5GHz”
This can likely be set up in your router, although this is not the case for all routers. Check your router settings, or the manual for the router if this is an option for you.

2. Disabling 5GHz in your router settings.
If there is no 5GHz network, your phone cannot connect to it.

3. Disabling connections to 5GHz in your phone settings.
Some phones have the option to only connect to 2.4GHz networks. That way you are also sure to connect to the right type of network for Qnect home devices. After pairing your Qnecthome device, you can turn this option off again in your phone, so your phone can connect to 5GHz networks again. Check your phone settings, or the manual for your phone if this is an option for you

4. Connecting to your router on your phone, while being further away from your router
This might sound like a bit of Dark Magic, but it might be the simplest option, no changing of any options required! The difference between 2.4GHz and 5Ghz is that 5Ghz is stronger closer to the router, but 2.4GHz has a further reach. So if you stand further away from your router, your phone will be more likely to choose the 2.4Ghz network.

To summarize: please make sure your phone is connected to your router via a 2.4GHz frequency, before adding a Qnecthome device.

We hope this helps to explain it clearly for you, but please let us know if any questions remain!

Troubleshooting

Why does wifi connection of my device keep failing ?

If the wifi signal from your Qnecthome device is broken with regularity, the wifi signal is probably not strong enough where the Qnecthome device is placed. In this case, place the Qnecthome device in a location where your wifi network has a strong range.
You can also try resetting the device and establishing a new connection to your 2.4 GHz wifi network. A new connection may be stronger than the old one.
 

How do i create a better wi-fi connection to my device

How do i my  make my  Wi-Fi work for me?

Almost all Qnect products use Wi-Fi (wireless networking) to connect to the internet. Wi-Fi is useful but does have limits. If you ever have problems with Live View, a poor device connection, or are missing notifications, keep these factors in mind:

1-Wi-Fi signals are weakened by obstructions.

Walls, floors, furniture, and appliances all block Wi-Fi signals. To improve performance, try the following suggestions:

If your wifi router is inside a cabinet, closet, or hidden by furniture, move it out into the open, at least six inches from any wall.

Move your wifi router to a room that is closer to your Qnect products, if possible.

2-Wi-Fi can travel quite far, but it has limits.

Even with the best wifi router and minimal obstructions, wifi signals get weaker as they travel.If your router is far away from your Qnect products, consider moving it closer, or add a a mesh networking system to extend your Wi-Fi network.

3-Wi-Fi can handle a lot of traffic, but it has limits.

If many devices are connected to your Wi-Fi network (such as phones, computers, or TVs), they may slow your connection enough to affect your Qnect products.  To free up your Wi-Fi network, disconnect devices you seldom use, and connect heavy-use devices using Ethernet, when available.

4-Wi-Fi technology is always improving. Is your router up to date?

As phones, computers, and other devices improve, they demand more from your Wi-Fi router. Some older routers (more than a few years old) don’t work as well when supporting multiple modern devices.

If you suspect your Wi-Fi router may need an upgrade, contact your internet service provider for options. 

 

My device seems to be already paired

When you are connecting a camera or doorbell, which has been already connected by another user, there is a chance the app will notify you that this device seems already paired. This option is built in to make sure no user can unwanted gain access to the camera. In order to unbind this device from the user, you need to send us a notification : 

  1.  When installing the camera, you will receive a message that the device already is paired on your screen 
  2. Press the "unbind feedback" link and follow the instructions to send us a message 
  3. You will receive a response from our service team within 3 working days, if needed a proof of purchase will be asked
  4. Check your feedback bulletin status, you will also receive a notification in your app
  5. If you wish to respond, press "unresolved? Send message". Write a new message and include your purchase ticket. 
  6. The service team receives your ticket and disconnects the device.
  7. You will receive a message that your device was reset 
  8. You can add your device again.
  9. Within the feedback, please press "Resolved" to make sure a service ticket does not stay open. 
Why does wifi connection of my device keep failing ?

If the wifi signal from your Qnecthome device is broken with regularity, the wifi signal is probably not strong enough where the Qnecthome device is placed. In this case, place the Qnecthome device in a location where your wifi network has a strong range.
You can also try resetting the device and establishing a new connection to your 2.4 GHz wifi network. A new connection may be stronger than the old one.
 

Show more
how Theft proof is the camera, can a thief see my images ?

How theft-proof is the camera? Can a thief do anything with it if he takes it?
If the camera is stolen, the thief cannot do anything with it. The camera is linked (in the cloud) to the person who added it to the app. As soon as someone resets the camera and tries to add it to the app again, a message will appear that the camera is already linked and needs to be unlinked by the original owner first.
The thief may submit a request to us to unlink the product from the original owner, but in that case we are in possession of his contact information and may be able to take steps to return the camera to the original owner.
 

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