Troubleshooting Guide

Note: Not all camera models will support the Auto or the Lite options. If your camera menus do not list these options then please skip the sections below describing that function.

Start here.

As part of any diagnostic process there are some basic, initial steps that have proven invaluable in solving many issues.

The following steps are reccomended before going any further with your trouble shooting.

Start by performing the following on your wireless camera:

  • Format your SD card by using the camera menus and select the Format option.
  • Load defaults on your camera by selecting the Default option. This will
    clear the memory and all settings will return to factory state. In many cases this will correct issues
    with internal memory or memory corruption within the camera program itself. You will then need to reinput your
    settings before proceeding to the next steps.

Does your camera actually have network access?

Camera Diagnostics

Camera Diagnostics is the first best step to verifying that your camera is ready to operate and is activated.

Verify your camera can find the network by turning it on and watching the view screen. It will search for a network. When found it will display
the number of bars available or an X to indicate no connection. No connection can mean that your location has no signal or that your camera is not actually activated.

Important: Even seeing the number of bars will not neccessarily mean that your camera is activated.

The Camera Diagnostics Menu Options:

  • Hello Test: This will verify that your camera is activated, has a signal and can reach the internet and the server.
  • Auto Test: Once you input at least one recipient, this test will verify that it can contact the server and send a test email to each or your configured recipients.
  • Lite Test: Once you have input all SMTP parameters and at least one recipient, this test will verify that it can contact the server and send a test email to your configured recipients using your SMTP settings.
  • Premium Test: Once you have completed the Premium activation steps (see below), this test will verify that you can contact the server and verify that this camera is properly tied to a Premium account.
  • Data Reboot: This option, only available on Verizon models (in the USA) is used for activating the service and refreshing the Preferred Roaming List (PRL).

Important: Each of these tests require an activated camera that has signal.
All of the tests but Hello Test requires some configuration to complete with success.

Using the Camera Diagnostics Menu:

Verify that your camera is activated, can reach the internet and talk to the server using the following steps:.

  • After verifying there is a signal as described above, Press the Menu button.
  • Select the Wireless Menu.
  • Set Send Mode to Instant.
  • Set Send Via to Auto.
  • Select the Diagnostic option and press OK.
  • Select Hello Test and press OK once. Wait.

The Hello Test will display Test Successful if it is able to connect to the internet and contact the Server.

If this test fails then move to an area with better signal and try several more times.

If the Hello Test continues to fail then your camera may not be properly activated which means you will need to contact your carrier for support on your account. It can also mean that the web server may not be available. Verify this by navigating to this site in your browser by phone or computer.

What are the Auto and Lite Options?

Both Auto and Lite are free options and do not require any additional fees.
The difference between Auto and Lite is:

  • Auto uses the server to deliver emails directly to your configured recipients. This option is considered “zero configuration” and is the easiest and simplest option to use.
  • Lite uses your configured SMTP parameters to deliver the emails.

What this means is that should you decide to use Lite, you will need to input additional configuration options in a process similar to configuring your email account in an email client like Microsoft Outlook, etc.
You will need to know your SMTP Server, Account User Name, Password, etc. The reason you might opt for Lite over Auto can be a matter of preference or to change how some email servers handle Spam.

A Note about Spam

If you find that the server emails, delivered via Auto to your email client or phone or as a text message, are interpreted as spam, you can try using Lite as an alternative.

For example, if you configure the Google gmail smtp options using Lite, then emails are delivered to your email client or phone from Google Gmail servers, not the GoWireless email server.
This can sometimes eliminate spam.

Auto and Lite

In order to start using the Auto or Lite option, you will need to have already contracted for cellular service and activated your camera.

Get your camera properly configured to test the Auto or Lite service:

  • Select Camera Settings. Initially choose Photo Mode with Burst set to 1.
  • Select Trigger Settings. Start with Sensitivity on Normal, Trigger Interval on 10s. Leave Time Lapse Off.
  • Select System Settings. Set your Clock correctly.
  • Select Wireless Settings. Set Send Mode to Instant. Select Send Via to Lite or Auto. Choose a photo daily limit. Input an Image From and at least one email recipient.
  • If you are planning to use Auto then your setup is complete.
  • If you are planning to use Lite, Then configure your SMTP Settings.
    This is where you will need to get things right for optimal performance.
  • Use the Camera Diagnostics menu and Press OK on the Auto or Lite Test. If the tests fail verify your settings and try again.
  • Finally you will need to send a test picture. Read below on How to send a test picture.

Lite Configuration

Setup the SMTP parameters.

  • SMTP Server: This is the host name for the smtp server provided by your email processor. For example:
  • Account (@): This is the login name for your email account and is typically your email address.
  • Account Password: This is the password for your email account.
  • SSL: Yes/No. Your Email provider will tell you if encryption is required. When SSL is required, select Yes. The typical setting is (yes).
  • Port: This is the TCP/IP port used to send email to your providers server. It is a numeric value.

GMAIL Example Settings

  • SMTP Server:
  • Account (@): (your gmail email address)
  • Password: (your gmail account password)
  • Port: 465
  • SSL: Yes

Potential Issues with GMAIL

Note: With gmail and other email services you are likley to have this problem. This is not an issue with GoWireless but
a normal part of internet security on the part of Google and other email processors to keep your account safe. This is a typical issue. Read below
for steps to remedy the situation.

When you first use gmail in your camera, Google will typically block your access. You will recieve an email
stating that an application or person has tried to access your account. Since the camera is sending the email the
response is returned to the camera. Our server will attempt to detect this issue and send a notification email to
the configured Account Email. Thus, you may receive an email from our server with the following Google gmail error response or something similar:

Expected response code 250 but got code "535", with message "535-5.7.8 Username and Password not accepted. Learn more at 535 5.7.8

In order to allow the camera to use your gmail account you will have to follow a series of steps to enable other applications (or less secure apps) to use your gmail account.
Google will send you an email notifying you about this issue. It will contain a link that will take you to the pages to allow less secure apps to use your gmail account for sending email.

Video demonstration on how to correct the Gmail security issue:

How to Send a Test Picture

Follow these steps
for all Wireless Options including Auto, Lite and Premium

  • From camera boot up, verify that you have a signal on the vewing screen. Wait for the camera to find the network and show the number of bars.
  • Press the OK button twice. This will take a photo and send it.
  • Watch the screen for status messages or error messages.
  • You should see (Message Sent) if it is successful.
  • Now go check the email account corresponding the the recipient that you input earlier.
  • If you do not see the email, then look in a Junk Message Folder, or Trash Folder, just in case your email client or antivirus/antispam software treats the message as Spam.

How to Setup and configure

Here is a brief overview of the steps neccessary to get Premium functioning on your camera:

    • Activate your camera.

  • Register your camera using the camera menu options under Wireless Menu.
  • Add your camera under Camera Management on the website.

These are the minimum steps to have premium completed and working.
As the camera takes photos the images will be uploaded and stored on your GoWireless Account for 30 days.

Important: Each night the oldest photos (31 days and older) will be automatically purged from the server.

This is a more detailed list of steps to complete your Premium setup:

  • Activate your camera.
  • Verify function by first using Camera Diagnostics Hello Test.
  • Register for an account for the GoWireless Web Portal.
  • Click Signin.
  • Once you are signed in to the site you will need to Add your camera(s).
  • In order to Add a camera, select My Cameras | Management.
  • Click the Add New Camera button.
  • Turn on your camera and wait till you have a signal.
  • Press Menu and select the Wireless Menu.
  • Verify that Send Mode is Instant and the Send Via is Premium. Press OK after making any changes.
  • Select Register Camera. Press OK. Wait.
  • If successfull, the camera screen will show your Module ID (IMEI/MEID) and a Registration Code.
  • Input both of these values carefully on the Add Camera web page. Click the Add button.
  • If you input the values correctly you will return to the Management page on the website.
  • Use the Diagnostics Menu on your camera and select Premium Test (described above).
  • Send a Test Picture using the instructions described above.

Note: If the Premium Test under Diagnostics Menu succeeds, and Photos are visible from using Send Test Photo on the Photo Management page, then Premium is working. All you need to do
now is to tailor your setup for your particular needs, adding email contacts, updating camera settings, etc.

Complete these steps on the portal to finish your Premium Setup (some are optional)

  • Select Region: Select My Account | Account Options. Select a Time Zone Region. Click GO.
  • Input Email Contacts: [optional] Add Email Contacts: Select My Account | Email Contacts. Input one or more email addresses and click Update.
  • (Note: Applies only to certain camera models)Verify you have Credits: Select My Account | Credit History and verify that you have at least one credit. A brand new camera, once added will add a free credit to your account.
  • Set Delivery Options: [optional] Select My Cameras | Delivery Options and click one or more email address for each camera and click the Update button.
  • Arm your camera and provide some test motion (or place in time lapse mode).
  • View your uploaded photos: Select My Cameras | Manage Photos. Refresh the browser periodically or as you receive emails.
  • Request Status Report: While the camera is sending photos, request a status report. Select My Cameras | Management. Check the box next to one or more cameras and click the Apply button. Refresh the browser periodically and click Command History to view the status of the requested actions.
  • Change your Camera Settings: Send some updated settings to your camera. Select My Cameras | Camera Settings. Select the camera and change your settings. Click Update Camera Settings.

How to Setup and configure the GoWireless Mobile App

The following basic steps should get your mobile app up and running on your device

  • On your mobile device, download and install the GoWireless app from either Google Play Store or Apple App Store.
  • Launch the Mobile Application. Select Authenticate from the menu.
  • From the Web Portal, Select My Cameras | Mobile Access and input Admin and Guest Access Codes.
  • Add and Authenticate your camera(s).

These are the basic steps required. Below are some more detailed instructions.

The following Steps provide more detailed steps to have your copy of the GoWireless Mobile App up and running on your Android Device: