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This troubleshooting page will pin point and help solve problems with the Samsung SmartCam HD.
Video display while recording remains dark.
Open General Menu under camera settings to enable the Night Vision option and activate Infrared (IR) lighting. This should deliver a clear black and white video.
NOTE! You WILL experience poor video quality if you disable the Night Vision option at night. The video will NOT switch to black and white mode.
Open General Menu under camera settings to enable the WDR option to activate the backlight compensation function.
Incompatible microSD card.
NOTE! If you are using a microSD card from a different manufacturer please contact our customer service center. The following microSD cards are compatible: SanDisk, Transcend - Storage capacity: up to 128GB - At least Class 6 speed, supports UHS, MLC memory type, FAT 32 file system (NTFS not supported).
If the inserted microSD card has been used in another IT device or digital camera it may fail to recognize the microSD card. If this happens, format microSD card first and then try again with a USB reader or SD conversion adapter.
NOTE! Platforms for the SmartCam camera models are not unified. The SmartCam can fail to recognize the microSD card. If this happens, move the data in the microSD card to the PC first, format the microSD card, and then try again.
Experiencing delays while recording.
To view in high resolution (1080p), a network connection of at least 3.0 Mbps.
When the Wi-Fi signal received by the camera from the router is weak, the video may not be interrupted or delayed. Move the camera to a place near the router and check the strength of the Wi-Fi signal in the menu of the camera settings.
Error message “There was a problem retrieving live-streaming” pops up.
Check your connection and if required, switch from mobile network to WiFi.
Force restart SmartThings application on mobile device. If the problem still persists, press the white reset button on the back of the Hub in order to hard restart device.
