Not getting photos you think should be coming in? Don’t worry - continue scrolling and follow the step by step instructions to find out why. Please note, the steps vary slightly between the app and website.
1. ENSURE YOUR CAMERA IS ACTIVE ON YOUR ACCOUNT
If you haven’t activated your camera please click HERE for that process. Once activated, you should see the camera listed when tapping the DEVICES tab.
2. CHECK THE STATUS AND THE LAST CONNECTION DATE
Your camera is required to check in at least once every 25 hours as long as it is on and has sufficient battery life and signal. If your camera stopped sending pictures, and it has been MORE than 25 hours since the last time the camera checked in, then you will need to restart the camera to re-establish the connection.
3. ENSURE YOU HAVE PHOTOS AVAILABLE ON YOUR PLAN
If your picture allotment has been maxed out then you will stop receiving them until either your plan’s monthly cycle resets, you upgrade your plan, or purchase additional pictures. See below for how to view your picture count from the app.
4. MAKE SURE YOUR BILLING IS UP TO DATE
Ensure that your billing information on file is correct and up to date. From the app your information can be found under Profile > Credit Card Information.
5. ENSURE YOUR SIGNAL IS GOOD
While your camera can and will transmit with low signal, it can also be the reason your camera loses it's connection. If your camera loses connection and is unable to re-connect on its own within 25 hours of its last connection, then refer to STEP TWO above and you will need to reboot the camera to re-establish the connection.
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Pro Tip: When mounting or re-mounting your camera, make sure to get pictures uploaded from several different locations, even if just moving a few feet. Once you receive an image from the new location, check the camera's signal strength from that connection in the new area. You'll want to try and find the spot that provides you with the strongest signal and least amount of potential interference. |
6. CHECK YOUR CAMERA'S BATTERY LIFE
Small surges of power are required to transmit photos. If your battery life is on the lower end be sure to to replace them. Keep in mind, your camera's current status is based on its last connection. If your camera hasn't connected in more than 25 hours, signal and battery could have changed significantly depending on how long it's been since that last connection.
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. 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 (or any page) to refresh. This will help pull down any pictures recently taken if they are available, and update any camera information that might have recently changed, like your camera's recent activity. Or, if viewing from moultriemobile.com, simply click ‘Filters’ and then click ‘Reset’.
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