Indoor and outdoor camera features
Refer to the following after checking the general troubleshooting information described in General information.
[Device is in use.] is displayed
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Another user (i.e., mobile device) is already accessing the hub, the same screen, or the same feature.
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Wait for the other user to finish and then try again.
[The hub’s SD card is full.] is displayed
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The SD card is full.
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Erase unnecessary images from the SD card. If you saved other data on the SD card using another device, use the other device and erase any unnecessary data.
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Turn on the recording overwrite feature (General camera settings) so that new recordings automatically erase old ones.
[There is no SD card in the hub.] is displayed
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There is no SD card inserted in the hub.
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Insert a compatible SD card.
[Communication error] is displayed
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Your mobile device could not communicate with the hub.
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Check all connections and settings and try again.
[Out of Range] is displayed
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The hub could not communicate with the camera.
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Check all connections and settings and try again.
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Move the camera closer to the hub or, if possible, remove any obstacles between the camera and the hub.
[Hub SD card error.] is displayed
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You just inserted the SD card into the hub.
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Wait and try again.
[Failed] is displayed
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An error occurred while saving the picture.
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Check all connections and try again.
No sound is heard in camera recordings
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If 
is displayed next to the recording in the recording list, the system is configured to not record audio when recording camera images.
is displayed next to the recording in the recording list, the system is configured to not record audio when recording camera images.→
Change the [Recording with Sound] setting (Recording sound).
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The volume is turned down on your mobile device.
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Adjust the volume of your mobile device.
Colors in camera images appear different from normal
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The camera is aimed at a dark location, or it is nighttime.
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If there is not adequate light to illuminate the subject, such as at night, the camera automatically switches to night vision mode. In this case, colors may appear different from normal.
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When viewing images from an indoor camera, black areas of the image appear purplish.
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When the subject is lit by sunlight or halogen lights, black areas of the image may appear purplish. This is not a malfunction.
Colors in indoor camera images appear washed out
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Lighting conditions are poor or inconsistent.
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Adjust the camera’s brightness (Image brightness).
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Place the camera in a different location or position.
There is a long delay when talking to the camera while away from home
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Your mobile device’s network connection is slow or congested.
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Wait for network traffic to decrease.
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Lower the [Frame Rate] setting (General camera settings).
Camera images are not displayed at first while away from home, and are displayed after some time passes
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Your mobile device’s network connection is slow or congested.
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Wait for network traffic to decrease.
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Lower the [Frame Rate] setting (General camera settings).
I have to wait a long time before camera images are displayed while away from home
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There is too much traffic on your home network or on the mobile device’s network.
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Wait for network traffic to decrease.
A black screen is displayed when I try to view camera images while away from home
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The protocol used for communication is not compatible with your network.
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Camera recording does not start immediately after the sensor is triggered
The camera’s sensor is triggered too easily
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The camera’s motion detection features are too sensitive.
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Reduce the sensitivity of the camera’s sensor. For outdoor cameras, see Image and infrared sensor sensitivity (outdoor cameras only). For indoor camera, see Image sensor sensitivity (indoor cameras only).
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The camera’s detection area is too large.
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Limit the detection area so that the camera ignores motion in unneeded areas of the camera’s image, i.e., reduce the camera’s detection area (Detection area).
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The camera’s settings are not suited to the environment.
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Review the information in the Installation Guide included with your camera about sensor features and installation environment.
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Indoor cameras and outdoor cameras can detect motion visually (i.e., when an area of the camera’s image changes brightness). Outdoor cameras can also detect motion by sensing temperature changes (i.e., when an area of the sensor’s detectable area is becomes hotter than another). For this reason, false detections may occur in the following locations.
False detections caused by predicable movement in a specific area of the camera image
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Areas where fixed objects move in the wind, such as tree branches or hanging laundry
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Areas where animals move in a limited area, such as birds in a nest or small animals close to the ground
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Areas where brightness significantly, such as when shadows form in the afternoon, lights turn on at night, or vehicles pass by at night with their headlights or brakelights on
You can prevent these false detections by adjusting the position of the camera, by limiting the detection area so that the camera ignores motion in unneeded areas of the camera’s image (Detection area), or by turning video motion detection off (outdoor cameras only; Setting the image sensor and infrared sensor individually).
False detections caused by unpredictable movement in any area of the camera image
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Areas where birds or flying insects move in front of the camera
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Areas where rain, snow, hail, or tree leaves fall in front of the camera
You can prevent these false detections by adjusting the position of the camera or by turning video motion detection off (outdoor cameras only; Setting the image sensor and infrared sensor individually).