Not getting photos you think should be coming in from your BASE, DELTA, EXO or X-Series camera? Don’t worry - continue scrolling to find out why or watch our short video below. Please note, the steps vary slightly between the app and website.
1. Ensure the camera is Active on your account.
If your camera is active and connecting it will be listed under the Devices tab. If you do not see your camera listed under Devices then it hasn't been activated, or it hasn't successfully connected for the first time in order to report it's status.
2. Check the status and last connection date.
If your camera is active but it has been MORE than 25 hours since the last time it checked in, then you will need to be with the camera to reboot and format the SD Card. SD Cards cannot be formatted remotely if the camera is not actively checking in to receive those instructions.
3. Ensure you have a recommended SD card, and it’s formatted.
SD cards can sometimes become corrupted with picture data. If your camera is showing activity within a 25 hour period you can try and format the SD card from your camera settings remotely to correct the issue. The next time your camera performs it's required 24 hour check-in, it will receive those one-time instructions to format the card. See the graphic below for how to format your SD card from the app.
- If it has been over 25 hours since the last connection you will need to format the SD card from the camera itself - it cannot be formatted remotely after 25 hours of non-activity.
- Be sure to have a new, compatible SD card with you just in case you need to replace the current one.
- Be sure to have a new set of batteries with you at all times.
- If your camera isn't connecting, it could still be taking photos them and storing them on the card. To prevent possibly deleting any pictures that haven't uploaded since the last connection, swap out the SD card with a new one and then take the old home to view those pictures on your computer or laptop. Then, fully format that SD card in the computer to be used in that same camera the next time you get to it.
- You should not mix SD cards between devices. We recommend having 2 dedicated SD cards per camera in order to take them home and fully format them on your computer from time to time.
4. Ensure you have photos available on your plan.
If you don't have an unlimited plan then you may have maxed out your photo allotment. If so, then you will stop receiving them until your monthly cycle resets, you upgrade your plan, or purchase additional pictures. To view your available photos, tap the Devices tab, then tap the camera you wish to view and select Plan Info.
5. Ensure your signal is good.
While your camera can transmit with low signal, that can also be the reason your camera loses it's connection. If your camera loses connection and is not able to re-connect on it's own within 25 hours, then refer to STEP 2 above and you will need to reboot the camera and format the SD card.
- When mounting or re-mounting your camera, make sure to get pictures uploaded from several different locations, even if just moving it a few feet. Once you receive a photo from the new location, check the camera's signal strength after that connection. Continue this process to find the spot that provides you with the strongest signal.
6. Check your camera’s battery life.
Small surges of power are required to connect and upload photos. If your battery life was on the lower end the last time in connected, be sure to to replace them with the recommended Moultrie or Energizer batteries, lithium or alkaline. Even though it has some power, it may not be enough to establish/maintain a connection in order to upload your photos.
7. Reset your gallery search filters.
Double-check the search filters on your gallery page and reset them if necessary. If you have search parameters selected in your gallery, then you will only see those pictures. An active gallery search is identified by the red bubble on the filters tab. To clear the search filter, be sure and select Clear and then Apply. The red filter bubble should disappear.
8. Check your camera’s settings and upload frequency.
For example, if your upload frequency is set to 1/Day, then you will only be receiving picture uploads one time per 24 hours. See below for how to find that setting option from the app.
9. Refresh your App.
Slide your thumb down your phone’s screen from the gallery page to refresh. This will help pull down any pictures recently uploaded if they are available, and update any camera information that might have recently changed, like your camera's recent activity and current status. Or, if viewing from moultriemobile.com, simply click ‘Filters’ and then click ‘Reset’.
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