Connecting from your mobile device

Refer to the following after checking the general troubleshooting information described in General information.
The connection is slow or disconnects while away from home
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There is too much traffic on your home network or on the mobile device’s network.
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Wait for network traffic to decrease.
My mobile device is remotely connected to my devices (image or image is displayed) even while at home
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Your mobile device's location information feature is disabled, or access to the location information is denied to the [HomeHawk] app.
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To obtain the SSID of your home's wireless network, access to your mobile device's location information is required. On your mobile device, enable the location information feature and allow access to the location information for the [HomeHawk] app.
I cannot connect to my devices
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You replaced your wireless router with a new router, or changed your wireless router’s SSID (i.e., wireless network name) or password.
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Your mobile device may have old SSID information. Delete the SSID information in [Home Wireless Network SSID] (shelf cameras/floor cameras/window cameras: Home wireless network SSID features, HD cameras: Deleting wireless access points).
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Deregister the shelf camera, floor camera, or window camera from your mobile device (Deregistering devices), and then register it again (Registering devices).
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Deregister the HD camera from your mobile device (Deregistering devices), and then register it again (Registering devices).
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Your wireless router at home is connected to another router.
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If your wireless router is connected to another router, make sure your network is configured so that your mobile device and your device can communicate over your home network. We recommend making sure the DHCP feature of only one router is enabled and setting the other routers to “access point mode” or “bridge mode”.
I cannot connect while away from home
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You are using a public wireless network.
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Network traffic, network conditions, and the network provider’s settings or policies may prevent the connection. Use a private wireless network or your mobile network service provider’s wireless network (3G, 4G, etc.).
Sometimes I cannot connect while at home
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There is too much traffic on your home network.
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Wait for network traffic to decrease.
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Refer to the operating instructions included with your wireless router for other possible solutions.
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Your mobile device is discovering too many nearby wireless networks.
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Move your mobile device closer to your wireless router.
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Your mobile device has too many wireless networks stored in its wireless network list.
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Use your mobile device’s “forget this wireless network” feature and delete any unnecessary/unused wireless networks from the list. Refer to your mobile device’s operating instructions or support site for details.
I cannot connect to the HD camera while at home ([Connection unsuccessful] is displayed)
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Your wireless router uses the 2.4 GHz band and the 5 GHz band (this is sometimes called a “dual band” configuration), and your mobile device and HD camera cannot communicate.
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Dual band configurations are acceptable as long as devices that connect via the 2.4 GHz band are able to communicate with devices that connect via the 5 GHz band. For example, if you have configured your wireless router to use the 5 GHz band for normal use and the 2.4 GHz band for a “guest network”, devices that connect using the 2.4 GHz band cannot connect to devices that connect using the 5 GHz band. Refer to the operating instructions included with your wireless router for details.
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Make sure your mobile device and HD camera are using the same band (2.4 GHz or 5 GHz) to connect to the wireless router. One way to do this is to make sure your wireless router uses different SSIDs (i.e., wireless network names) for each band, and then make sure that your mobile device and HD camera are connecting via the same SSID.
To change the SSID that your mobile device is using for wireless communication, change your mobile device’s wireless network settings.
To change the SSID that the HD camera is using for wireless communication, reset the HD camera’s wireless settings (Using the camera’s reset button) and then set up the camera again.
I forgot the login password for the shelf camera, floor camera, or window camera
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Connect to the shelf camera, floor camera, or window camera while at home and change the password. (The password is not required when your mobile device is connected to the same wireless router as the shelf camera, floor camera, or window camera.)
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If for some reason you cannot connect to the shelf camera, floor camera, or window camera while at home and change the password, force the shelf camera, floor camera, or window camera to reset its settings (Resetting camera settings) and then configure the shelf camera, floor camera, or window camera again.
I forgot the login password for the access point
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Connect to the access point while at home and change the password. (The password is not required when your mobile device is connected to the same wireless router as the access point.)
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If for some reason you cannot connect to the access point while at home and change the password, force the access point to reset its settings (Resetting camera settings) and then configure the access point again.
I forgot the login password for the HD camera
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Set up the HD camera again by deregistering the camera from your mobile device (Deregistering devices), and then registering it again (Registering devices).
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Set up the HD camera again by following the initial setup procedure (see Setting up the HD camera).