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Camera stopped working on out of state property

Comments

6 comments

  • Moultrie Mobile Team

    Hello Gayl, 

    Please reach out to our support staff to get this addressed. Our phone lines are open 7 days a week from 7AM-5PM CST please call 1-844-908-1219.  Or, feel free to try us again via the support chat option.

     

    Thanks again,

    Moultrie Mobile Team

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  • Doug Walsh

    Same problem here. Two edge pro cams that stop checking in for a week or two weeks at a time, then suddenly upload a large batch of pics. Motion almost never triggers so all I usually get are daily test pics. Support tells me if it misses check in for 25 hrs it locks out and the only way to re-set is to be at the camera.. No remote re-sets are possible, then suddenly it dumps another batch of pics. My sole use is to keep an eye on a construction site from 1200 miles away. I can't fly home to check the batteries. My batteries and signal are always good and I have lithiums in one and an external battery on the other. Is there any system in the world that can run unattended for six months without a babysitter???? One camera burps out a batch of pics every week or two and the other hasn't checked in for a month. Very dissapointed, 

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  • Moultrie Mobile Team

    Hello Doug, 

    We will be reaching out to discuss the best resolutions and possible fixes to the issues your describing. Please be on the lookout for our correspondence. If your able to have someone at the cameras for live support we can ensure you have good working equipment in real time. 

    To speak to one of our agents please reach out to us at 1-844-908-1219 7am-5pm cst 7 days a week.

    Thanks again,

    Moultrie Mobile Team

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  • Doug Walsh

    OK, support has been responsive and they seem sincerely helpful but I always get the same story. I have been told many times that when your camera misses check-in for more than 25 hours it locks out and needs to be physically reset at the camera. Those of us who are out of state for half the year can't rely on these to keep an eye on our properties. I'm told there is just nothing you or Moultrie can do about it remotely. I resisted closing my subscription because sometimes the pics show up a week later. Then 2 weeks,.. then my longest was 20 days. They show up in batches after a random and very long delay. To me this indicates the test pics are working and it is checking in every day successfully. Wouldn't that indicate the problem lies outside the camera and downstream in the system somewhere?? Both cameras have good signal and battery with the latest firmware. I keep trying to be optimistic that they work it out but I can't get any acknowledgement that there is a problem. Three week old pictures are not useful to anyone and certainly not worth the price of equipment. 

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  • Moultrie Mobile Team

    Hello Doug,
    Since the camera sounds like it is able to still collect the photos/video and upload them, the issue sounds like it is focused on the carrier signal/interference in the area. Please reach out for support when at the device for live support at 1-844-908-1219. 

    You can always follow the information on the support page below for additional steps and tips to have the connection issue addressed.

    Edge: Troubleshoot Weak Signal 

    Thanks again,

    Moultrie Mobile Team 

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  • Doug Walsh

    I can't visit the cameras until mid May. You can see the signal strength online and its always strong. My cell phone was always reliable at the location. I am told repeatedly that the cameras lock out after a missed check in to avoid depleting the batteries from repeated tries. My last support call told me he's never heard of a camera that missed check in then suddenly woke up and tried again weeks later. My longest has been 20 days of missed check ins then the pictures show up in one batch with maybe a day or two missing. Is it even possible for the camera to store 20 days of test photos then upload them after three weeks? It sounds more like they are getting uploaded daily then there is a long delay in delivering them to me ??

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