Not sure if this is your device? This article is for EDGE PRO (SKU/Product #: MCG-14080).
Double-check this info or click here to visit our "Identify My Device" page before you continue.
Important: Hasn't Connected & Connected but Not Receiving Pictures have seperate troubleshooting as they are seperate issues. To check your last connection time, select the "Devices" tab, then locate the desired device and check the date it shows. If your device has connected within the last 25 hours but you're still not getting pictures, click here to access the Connected but Not Receiving Pictures troubleshooting.
Troubleshooting
Camera hasn't connected in over 25 hours? Don’t worry - continue scrolling and follow the step-by-step instructions to get back up and running.
1) Make sure your plan is active
- In the app, open Devices and select your camera.
- If you see it’s Inactive, activate your plan.
- Tap the camera’s Connect button. If it doesn’t connect the first time, try one more time. If it doesn’t connect, continue troubleshooting.
2) Check Last Connection & Batteries
- In the app, open Devices and select your camera to see Last Connection on the device screen.
- Then tap Details on that same screen to view the Battery percentage.
- Never connected: Insert a brand-new, matching set of batteries and try Connect again.
- Battery showed Low at the last connection: Replace the batteries now, then continue.
- Battery showed Good, but it hasn’t connected in a while: Replace with a fresh set before continuing.
- Battery showed Good and the last connection was recent: Keep the current batteries and continue.
3) Quick power reset (battery tray)
- Turn the camera Off.
- Remove the battery tray.
- Turn the camera On for 5 seconds, then turn it Off.
- Re-insert the tray and turn the camera On.
- Tap Connect. If it connects, you’re all set.
If it still won’t connect, continue below.
4) First connection can take a bit — watch the status light
Give the camera up to 20 minutes to complete its first connection. While you wait, look at the status light and follow the matching guidance:
- Alternating yellow/red for ~3 seconds
This usually means the SIM lost contact. Stop troubleshooting at this step and contact us with the details below. - Yellow “Connecting” pulsing continuously for 10+ minutes without ever connecting
That’s longer than normal. Stop troubleshooting at this step and contact us with the details below. - “Not Connected” — fast flashing (about 4 times per second)
Move the camera about 3–10 feet and press Connect. Try this at least 3 times from slightly different spots. If it still won’t connect, continue to step 5. - “Not Connected” — solid
Move the camera about 3–10 feet and press Connect. Try this at least 3 times. If it still won’t connect, continue to step 5.
5) Factory reset (skip if this is your very first setup)
This erases photos stored on the camera. Anything already in the app stays there. You will be unable to request Hi-Res images or Videos from before this point, but you are able to request any newly uploaded ones after the reset is complete.
Only do this if your camera has connected before. If this is your first-ever setup and it hasn’t connected yet, skip this step and contact us.
- Turn the camera Off.
- Press and hold the Connect button while turning the power On.
- Keep holding until you see the light sequence described below, then release.
- You should see the lights flash together for ~4 seconds, then blink rapidly 3 times to finish.
- If you don’t see that sequence, repeat once. Then try Connect again.
If it still won’t connect — tell us what you saw
Reach out to Customer Support and include:
- The exact status-light behavior (choose one above).
- How many Connect attempts you made and whether you moved the camera between tries.
- The camera’s name/Modem ID (from the app or device label).
- Where the camera is (GPS coordinates from the app’s map pin or a dropped pin from your phone are perfect).
- Maps → Tools → Add a Pin → camera pin → Save → open the pin → copy Location
- The approximate time(s) you tried to connect.