账号

注册失败-选择国家失败

注册失败-收不到验证码

登录失败

1. Check your account and password Please make sure the email address and password are entered correctly. Also check that there are no extra spaces or typing errors.
2. Reset your password If you are not sure about the password, please tap “Forgot Password” on the login page and follow the instructions to reset it. Please also check your spam or junk folder for the reset email.
3. Check your network connection Please ensure your phone is connected to a stable network. You may try switching between Wi-Fi and mobile data, and disable any VPN if it is enabled.
4. Update the VicoHome App Please make sure you are using the latest version of the VicoHome App from the App Store or Google Play.
5. Reinstall the App If the issue persists, please try uninstalling and reinstalling the app, then log in again.

• The email address used for registration
• A screenshot of the error message
• Your phone model
• The app version

频繁登出

修改密码-忘记密码/如何修改密码

1. Confirm the registered email address Please make sure the email address you entered is the same one used when registering your account. Using a different email address may prevent the reset process from working.
2. Check your inbox and spam folders If you do not receive the verification code, please check:

• Spam / Junk folder
• Promotions or other email categories

3. Complete the verification within 15 minutes The verification code is valid for 15 minutes. Please enter the code as soon as you receive it. If the code expires, you can simply request a new one and try again.
4. Ensure the new password meets the requirements Please make sure the password you create follows the required format supported by the app.

• Your registered email address
• A screenshot of the error message (if any)
• Your app version
• Your phone model

修改密码-收不到验证码

删除账号

修改昵称

一步验证-收不到验证码

连接问题

1. Check your router status Make sure your router is powered on and working properly. You may want to confirm that other devices (such as your phone or computer) can connect to the Internet using the same network.
2. Restart your router Please unplug the router for about 30 seconds, then plug it back in and wait until all indicator lights return to a stable state.
3. Move closer to the router During setup, place your device and phone within a short distance of the router (about 3–6 feet) to ensure a stable connection.
4. Check the Wi-Fi signal strength Ensure the Wi-Fi signal is strong and stable, and that you are connecting to the correct network.

绑定

绑定时相机报错-Authentication error

1. Please set the router's authentication method as WPA-PSK or WPA2-PSK.
2. And please note that the camera only supports the AES encryption algorithm while the TKIP encryption algorithm is not supported.

1. Please disable any special authentication method like SMS/Web authentication.
2. If possible, try to connect the camera to another Wi-Fi.

绑定时相机报错-Cloud service connection fail

1. Please make sure that your Wi-Fi router is connected to an available network. You can try to connect the Wi-Fi to your phone, if you can normally surf the Internet, it means that the Wi-Fi works.
2. If it is but the issue still exists, please restart your Wi-Fi router and try again.
3. If the issue still exists after restarting the Wi-Fi router, it's very possible that there is some restriction(s) on the Wi-Fi router. In this case, you can try the below:
4. Remove the restriction on the Wi-Fi router.
5. If possible, reset and re-configure your Wi-Fi router.
6. If possible, try to connect the camera to another Wi-Fi.

绑定时相机报错-Retrieving IP timeout

1. The error can be caused by the DHCP server of the router not being enabled.

2. The error can also be caused by there being too many devices connected to the router so the camera fails to get an IP from the router.
3. Please try to restart the router and try to connect the camera again.
4. If possible, try to connect the camera to another Wi-Fi.

绑定时相机报错-Wi-Fi password error

1. Please double-check the password you entered and make sure it is correct and case-sensitive. And please pay attention to special characters, e.g. white space.
2. It is recommended that the password of the Wi-Fi not contain special characters or be too long. If the password of the Wi-Fi contains special characters or is too long, please try to simplify the password and try again.

绑定时相机报错-Wi-Fi SSID not found

1. The camera only supports 2.4GHz Wi-Fi. Please make sure to connect the camera to 2.4GHz Wi-Fi.
2. Please make sure that the Wi-Fi signal exists and works. You can try to connect the Wi-Fi to your phone, if you can normally surf the Internet, it means that the Wi-Fi works.
3. The error may be caused by the camera being too far away from the Wi-Fi router. Please place the camera near the Wi-Fi router or as close to the Wi-Fi router as possible.
4. It is recommended that the Wi-Fi SSID (name) not contain special characters or be too long. If the Wi-Fi SSID (name) contains special characters or is too long, please try to simplify the Wi-Fi SSID (name) and try again.

绑定时app报错-code8

1. Check Router Firewall Settings
   1. Log in to your router’s management platform and check if the firewall is enabled.
   2. Try temporarily disabling it, then restart the router (via the platform or by unplugging it for 30 seconds) to apply the settings.
   3. After restarting, place the device close to the router and try binding it again.
   4. If you’re not sure how to check these settings, please share your router brand/model and internet service provider (ISP), and let us know if you’re available for a remote session so we can help review the configuration.
2. Test with a Mobile Hotspot (Temporary Test)
   1. If binding still fails, please try connecting the device temporarily to your phone’s mobile hotspot.
   2. For iPhone users: enable “Maximize Compatibility” in hotspot settings before starting.
   3. Use a simple hotspot name and password (e.g., Name: Phone, Password: 12345678).
   4. In the app, tap “Add Camera now” → “Manual input”, enter your hotspot name and password, then let the camera scan the QR code to connect.
   5. Once connected, check for a firmware update and install it if available. After updating, rebind the camera to your home Wi-Fi network.

绑定时app报错-code9

分享

如何分享

• Generate the share QR code of the camera The camera admin taps the Share icon on the live window on the homepage, or taps the Share button on the Camera Setting page, then taps Camera sharing to generate a share QR code.
• Scan the share QR code using the shared user's phone The shared user taps the + icon in the top right corner of the homepage, then taps Add Friend's Camera. The user can also tap Add Friend's Camera from the User page. Then scan the generated share QR code.
• Accept the camera access request After the QR code is scanned successfully, the camera admin will receive a guest user request. Once the admin accepts the request, the shared user will be able to see the camera on the homepage and access it. The Person icon indicates that it is a shared camera.

• Generate the share QR code of the camera The camera admin taps the Share icon on the live window on the homepage, or taps the Share button on the Camera Setting page, then taps Camera sharing to generate a share QR code.
• Send the QR code to the shared user The camera admin takes a screenshot of the QR code and sends it to the shared user.
• Save the screenshot The shared user saves the screenshot on their phone.
• Scan the screenshot of the share QR code The shared user taps the + icon in the top right corner of the homepage, then taps Add Friend's Camera. The user can also tap Add Friend's Camera from the User page. Then tap the Picture icon in the top right corner and select the saved screenshot to scan.
• Accept the camera access request After the QR code is scanned successfully, the camera admin will receive a guest user request. Once the admin accepts the request, the shared user will be able to see the camera on the homepage and access it. The Person icon indicates that it is a shared camera.

取消分享

分享失败

1. Make sure you are not using the same account on multiple phones

2. Follow the correct sharing process

• Open the app on the admin's phone.
• Generate a share QR code using the camera sharing function.
• Ask the other user to open their own app account.
• The other user scans the share QR code to add the camera.

3. Check the QR code if it cannot be scanned

• Make sure both phones are using the latest version of the app.
• Make sure the shared user has already registered their own account.
• Try generating a new QR code and scan it again.

4. Why the same account cannot be used on multiple phones

分享权限

• View the live stream of the camera.
• Play back cloud recordings from the Library.
• Receive motion detection notifications.
• View videos stored on the SD card if the camera has one inserted.

• Turn motion detection or notifications on or off.
• Change light, audio, or other device settings.
• Delete recordings stored in the cloud or on the SD card.
• Modify device configurations or settings.

切换相机管理员

Ota

固件升级失败

1. Restart Your Router: Please restart your router and place the camera as close to the router as possible. After restarting, try updating the firmware again.
2. Proximity to Router: Ensure the camera is in close proximity to the router during the update process. This can help improve the connection and facilitate the update.
3. Use Mobile Hotspot: If the firmware update still fails, please try the following:
   1. Use another phone to create a mobile hotspot.
   2. Connect the camera to this mobile hotspot.
   3. Attempt the firmware update again while connected to the mobile hotspot.
   4. Once the update is complete, switch the camera back to your regular WiFi network.

音视频

Alexa

Google Home

离线

设备显示离线，无法连接到 App

• 先提供故障排查步骤

1. Check the device power status

• For battery cameras, please make sure the device has enough battery and is powered on. If the battery is low, please fully charge the device using a 5V/1.5A charger.
• For plug-in cameras, please ensure the power cable and adapter are properly connected.

2. Check your router and Wi-Fi network Please confirm that your router is working properly and that other devices (such as your phone) can connect to the Wi-Fi and access the internet. If the Wi-Fi name or password has been changed, please re-add the device to the app.
3. Check the Wi-Fi signal Weak Wi-Fi signals may cause the device to go offline. Please try moving the device closer to the router and avoiding obstacles such as thick walls, metal objects, or electronic interference.
4. Check your phone network Please ensure your phone has a stable internet connection and that the app has network permission enabled. You can also try refreshing the device list in the app or switching your phone’s network (Wi-Fi / mobile data).

运动检测

不检测运动/不录像

• Ensure the camera is not installed behind glass and has a clear view.
• Confirm Motion Detection is enabled in the app and adjust the sensitivity if needed.
• Make sure the camera is not in sleep mode and exit Live View.
• Restart the camera and ensure the network connection is stable.

误报频繁（树叶、光线变化、宠物）

• Change the position of the camera to avoid false triggers.
• Set motion detection sensitivity to Low or Medium. After doing that, the distance the PIR sensor can detect will become shorter so that false triggers may be reduced.

运动检测延迟

• Network issues: Weak Wi-Fi or unstable internet may cause delays. Try restarting your router and placing the camera closer to it.
• Firmware/App updates: Delays may appear after updates. If it continues, please let us know with examples or timestamps.
• Live view mode: Motion detection is paused while watching live view — please exit live view to resume detection.
• Cooldown time: This setting adds a short waiting period between two motion detections to avoid too many recordings in a short time.
    You can turn it off or set a shorter cooldown time under Camera Settings > Motion Detection > Recording Settings > Cloud Cooldown Time.

运动检测不灵敏/有些动作没录下来（漏检）

1. Avoid installing the camera behind a window or glass, as this can hinder its ability to detect motions effectively.
2. Please be aware that when you're in live view mode, the camera will not detect motions, record videos, or send notifications. Motion detection is specifically designed to function outside of live view.

1. Install the camera at a height of approximately 7 feet and angle it downwards by 10° to 15°. This positioning will allow the camera's motion detector to perform at its best. Please refer to the first attached picture for a visual guide.
2. The motion sensor is particularly sensitive to movements across the camera's field of view, rather than movements toward or away from the camera. To ensure the best performance, make sure that the typical movements you wish to monitor cross the camera's field of view. You can refer to the second attached picture for reference.
3. The motion detector performs most effectively for movements within a range of 5 to 20 feet (1.5 to 6 meters) from the camera.

收不到推送

推送延迟

1. Check the camera network connection Make sure the camera is connected to a stable Wi-Fi network with a strong signal. You may also try selecting SD resolution (720p) to reduce bandwidth usage.
2. Check your phone network Ensure your phone has a stable internet connection.
3. Check your phone settings Please make sure the app is allowed to run in the background and that notifications are enabled for the app. Also ensure that battery-saving or power management settings are not restricting the app, as this may delay notifications.
4. Try basic troubleshooting You may also try closing and reopening the app, clearing the app cache, or reinstalling the app.

云录像无法播放

1. Check Network Connectivity: Ensure that both your camera and smartphone have a stable internet connection. Weak or unstable connections can impact the ability to playback videos smoothly.
2. Restart the App: Sometimes, simply closing and reopening the app can resolve temporary glitches or issues.
3. Clear App Cache: Clearing the cache for the app on your smartphone can help improve its performance. You can usually do this from the app settings within your phone's settings menu.
4. Update the App: Ensure that the app is updated to the latest version. App updates often include fixes for known issues and improvements.
5. Restart the Camera: Restarting the camera can help refresh its connection to the network and improve performance.

如何修改录像时长

1. Tap the camera "setting" icon to enter the "Camera Setting" page
2. Tap the "Motion Detection"
3. Choose the "Recording Setting" button to enter the page to set the duration of recorded videos

如何删除云录像

1. Open the Library tab.
2. Tap the Select icon in the top-right corner.
3. Select the videos you want to delete, or tap Select All to select up to 20 videos at once.
4. Tap Delete.

1. Open the video playback screen.
2. Tap Choose.
3. Select the video(s) you want to delete, or tap Select All to delete all consecutive videos.
4. Tap Delete.

如何恢复录像

电池

设备无法充电/充不满

1. Please confirm whether there are objects in the camera's charging port or the charger port and clean it before charging;
2. Please check the Micro USB cable is in good contact with the ports on both ends of the charger and camera;
3. Please try to replace the Micro USB cable or charger, and confirm that the charger and the USB cable are connected to other devices (such as mobile phones or computers) and can supply power normally.

太阳能板无法充电

1. When the camera is connected to the solar panel and the solar panel is positioned to receive direct sunlight, does the app display a green charging icon, as pictured?
2. If yes, it indicates that the solar panel does charge the camera. Keep in mind that the solar panel is designed to provide trickle charging to sustain the camera's battery level, rather than fully charging it from low to full. To optimize the performance, make sure your camera's battery is fully charged before connecting it to the solar panel. Please fully charge the camera using a 5V/1.5A charger.
3. If not, please ensure the connections between the camera and solar panel are secure and free from any obstructions or damage.

续航时间短

1. The camera is frequently activated to start video recording.
   1. Change the location or angle of the camera. Please allow us to explain how motion detection works: when the PIR sensor perceives a change in the environment, motion detection will be triggered. The change in the environment can be a moving object, light change, the alternation of hot and cold air, etc. Particularly common false triggers include trees shaking after being blown by the wind, the cold air of the air conditioning, etc.
   2. Set motion detection sensitivity to Low or Medium.
   3. Shorten the recording duration of the camera. The camera currently supported recording durations are 10 seconds, 15 seconds, 20 seconds, and automatic (up to 3 minutes). For your reference: about 3300~3500 10-second videos can be recorded once fully charged (Note: This data is obtained by testing in the laboratory environment. ).
   4. Set Sleeping mode. This feature allows you to schedule the working hours for the camera. Whether the camera enters sleep mode on schedule or you enable Sleep, the camera will be deactivated. Under this condition, the live feed will not be accessed, motion detection (including push notifications, recordings, and camera alarm) will stop working. This can reduce power consumption to save battery life.
2. The user frequently watches live broadcasts or adjusts camera settings on their mobile phones. Please do these less frequently.
3. The network the camera is connected to is poor, so the camera keeps actively searching for the network.
   1. Place the camera as close to the router as possible, and try to avoid thick walls, bricks, ceramics, electromagnetic wave equipment, a large amount of liquid, and large metal objects;
   2. Confirm the Wi-Fi router model and check if the router restricts the Internet access to the camera (such as network speed limit, etc.);
   3. Connect the camera to the other Wi-Fi routers.
4. Extremely cold weather may also cause a decrease in battery life. We suggest that the camera should be installed in a suitable temperature environment (-10° ~ 45°C).
5. Night vision will consume more battery. Turning on night vision will consume more power, and in a dark environment, the camera will use the infrared sensor to assist shooting, which will consume more power than in a well-lit environment. It is generally not recommended that you turn off night vision, but if you do not need to monitor at night (watch live and video), you can turn off night vision.

云台

云台无法转动/自行转动/运动追踪

1. Open the VicoHome app.
2. Select the camera you want to calibrate and tap the camera setting icon to enter the settings page.
3. Scroll down to find Pan-tilt Setting.
4. Tap Calibrate to start the calibration process.

云台达到限制

低功耗（电池）设备无法使用云台追踪

声音

云录像没有声音

1. Check your phone volume Please make sure your phone is not in silent mode and that the volume is turned up to an audible level.
2. Check the audio recording setting in the app Please go to: Home → Tap the “Camera Settings” icon → Audio Settings → Enable “Video Audio Recording.”
3. Trigger a new recording test Please speak or clap in front of the camera to trigger a new motion recording, then play back the cloud recording to check if the sound is recorded.
4. Check sound in Live View Open the Live View and make sure the “Sound” button is turned on. Then make some noise (such as speaking or clapping) in front of the camera to check if you can hear the sound.
5. Check the camera microphone Please make sure the microphone is not blocked by any objects and that the protective film has been removed from the camera.

直播没声音

1. Check your phone volume Please make sure your phone is not in silent mode and that the volume is turned up to an audible level.
2. Check the audio recording setting in the app Please go to: Home → Tap the “Camera Settings” icon → Audio Settings → Enable “Video Audio Recording.”
3. Check sound in Live View Open Live View and make sure the “Sound” button is turned on. Then make some noise (such as speaking or clapping) in front of the camera to check if you can hear the sound.
4. Check the camera microphone Please ensure the microphone is not blocked by any objects and that the protective film has been removed from the camera.

无法发出声音警报

1. Check whether the Audible Alarm is enabled Please go to: Camera Settings → Alarm Settings → Audible Alarm, and make sure this option is turned on.
2. Confirm the trigger condition Please note that the Audible Alarm will only activate when motion is detected.
3. Test the alarm by triggering motion Please walk in front of the camera to trigger motion detection and check whether the Audible Alarm sounds.
4. Check device sound settings Make sure the camera is not muted and the alarm volume is set properly in the app.

无法适用双向对讲（app/设备端听不清）

• app端听不清

1. Check Your Phone Settings: Ensure your phone is not muted and that notification sounds are turned on. Verify that your phone's volume is set to an audible level.
2. Check Camera Volume: Make sure the camera's volume settings are turned up. You can enable "Sound" on the live view page.
3. Check App Settings: Ensure that "Live Audio Recording" and "Video Audio Recording" are enabled in the "Audio Setting" page of the app.

• 相机端听不清

1. Check the Camera's Microphone:
   1. Ensure that the camera's microphone is not obstructed by anything and is functioning properly.
   2. Make sure the protective film has been removed from the microphone.
2. Check App Permissions:
   1. Verify that the app has the necessary permissions to access your phone's microphone.
3. Check the Speaker Functionality:
   1. Ensure that the speaker itself is working properly. You can do this by checking if you can hear the sound when the camera powers on/off.
   2. Double-click the camera power button to manually turn it on/off. You should hear a repeated “Ding Dong Ding Dong” sound after it is turned on.

声音异常

1. Check the camera microphone Please make sure the microphone is not blocked by any objects and that the protective film has been removed.
2. Test the sound near the camera Please try speaking or clapping close to the camera to check whether the sound improves.
3. Check the installation environment Ensure the camera is not installed near strong winds, air vents, or other noisy environments that may affect audio quality.
4. Check the network connection Please make sure the camera is connected to a stable Wi-Fi network, as network issues may affect audio performance.

灯光

白光灯无法开启

1. Test the white light in Live View Open Live View and tap the White Light icon to check whether the light turns on.
2. Restart the camera and check the network Please restart the device and ensure it is connected to a stable Wi-Fi network.

无法发出灯光警报

1. Check whether Flashlight Alarm is enabled Please go to: Camera Settings → Alarm Settings → Flashlight Alarm, and make sure this option is turned on.
2. Confirm the trigger condition Please note that the Flashlight Alarm will only activate when motion is detected.
3. Test the white light in Live View Open Live View and tap the White Light icon to check whether the light can turn on normally.
4. Manually trigger a motion test Please walk in front of the camera to trigger motion detection and check whether the Flashlight Alarm turns on.

夜视白光灯不亮

1. Check the night vision settings Please go to: Home → Camera Settings → Video Settings → Auto Night Vision Make sure Auto Night Vision is enabled.

• Black & White Mode – Uses infrared light for black and white night vision.
• Color Mode – Uses the camera’s white light to capture color video in low light.

2. Check the lighting environment Night vision only activates in low-light or dark environments. Please try covering the camera lens to simulate darkness. You may hear a “click” sound and see the night vision light turn on, which indicates the camera has successfully switched to night vision mode.

开关机

无法开机

• 电池机

• 常电机

自动关机

1. Check the battery level Please make sure the device has sufficient battery. We recommend fully charging the device before testing again.
2. Check the temperature of the environment Extreme temperatures may cause the device to shut down automatically. Please test the device in a normal room-temperature environment.
3. Confirm how the device powers off Could you please let us know how you determine that the device has powered off? For example, do you hear a shutdown sound from the device, or do you see the device go offline in the app?

拔电关机

室内机

室内机不响

1. Press and hold the music button on the chime for 8–10 seconds to clear all previous configurations.
2. Wait for about 5 seconds, then press and hold the music button again for 3–5 seconds until the blue light on the chime starts flashing.
3. On the doorbell, press and hold the doorbell button for 6–8 seconds until you hear two “dingdong” sounds, followed by the chime ringing. This indicates that the pairing was successful.

室内机无法配对

1. Reset the chime Press and hold the music button on the chime for 8–10 seconds to clear all previous configurations.
2. Enter pairing mode Wait about 5 seconds, then press and hold the music button again for 3–5 seconds until the blue light on the chime starts flashing.
3. Trigger the pairing from the doorbell Press and hold the doorbell button for 6–8 seconds until you hear two “dingdong” sounds, followed by the chime ringing. This indicates that the pairing was successful.

室内机随机响起

1. Confirm the power source Could you let us know whether the chime is connected to a dedicated power adapter, or plugged directly into a USB port (such as one on a power strip or USB hub)? If possible, please send us a quick photo showing how it is currently connected.
2. Check power stability Please try plugging the chime into a different power outlet or adapter to see if the issue improves. If the chime briefly loses power and then regains it, it will make a sound as part of its reboot process, which may appear as a false ring.
3. Reset and re-pair the chime If the power appears stable, please try resetting and pairing the chime again: • Press and hold the music button on the chime for 8–10 seconds to erase all pairing records. • Then press and hold the same button again for 3–5 seconds until the blue light flashes. • While the blue light is flashing, press and hold the doorbell button to complete the pairing. If the chime rings, the pairing is successful.

直播

直播失败

1. 摄像机处于离线状态
2. 摄像机网络不稳定或信号弱
3. 用户手机网络不稳定
4. 路由器或摄像机临时连接异常
5. App版本过旧或App异常

1. 检查设备状态：确认摄像机在 App 中显示为在线。
2. 检查网络：确认摄像机和手机网络稳定，可切换 Wi-Fi 或移动数据测试。
3. 重启设备：重启摄像机和路由器后再次尝试打开直播。
4. 检查 App：确认 App 已更新到最新版本。

打开速度慢

1. 用户手机网络较慢或不稳定
2. 摄像机网络信号弱
3. 路由器网络拥堵或带宽不足
4. 摄像机或路由器运行时间过长
5. App版本过旧或手机网络异常

1. 检查手机网络：切换 Wi-Fi 或移动数据测试网络速度。
2. 检查摄像机网络：确认摄像机靠近路由器，Wi-Fi 信号稳定。
3. 重启设备：重启摄像机和路由器后再次打开直播。
4. 检查 App：确认 App 已更新到最新版本。

1. Check your phone’s network and try switching between Wi-Fi and mobile data.
2. Make sure the camera is placed close to the router with a stable Wi-Fi signal.
3. Restart the camera and your router, then try opening the live view again.
4. Please also make sure your app is updated to the latest version.

画质

模糊/马赛克/清晰度低

1. Clean the Lens: Ensure that the camera lens is free from dust, dirt, or smudges. Use a soft, clean cloth to gently wipe the lens.
2. Check Resolution Settings: Verify that the camera's resolution is set to the highest available setting. You can adjust this in the camera's settings menu or through our app.
3. Lighting Conditions: Ensure the area where the camera is installed has adequate lighting. Poor lighting conditions, especially at night, can affect image quality.
4. Restart the Camera: Sometimes, simply restarting the camera can resolve image quality issues. Please turn off the camera, wait a few moments, and then turn it back on.

过曝

1. 摄像机正对强光源（如阳光、灯光）
2. 安装位置或角度不合适
3. 环境光线变化较大（如室外强光）
4. 镜头表面有污渍或反光

1. 检查摄像机安装位置：确认摄像机没有直接对着阳光或强光源。
2. 调整摄像机角度：尝试稍微改变摄像机的安装角度，避免强光直射镜头。
3. 检查镜头：确认镜头表面干净，没有灰尘、水渍或反光物。
4. 重启设备：重启摄像机后再次查看画面。

1. Check if the camera is facing strong light sources such as direct sunlight or bright lamps.
2. Try slightly adjusting the camera angle to avoid strong light shining directly into the lens.
3. Make sure the camera lens is clean and not blocked by dust, water, or other objects.
4. Restart the camera and check the live view again.

夜视不好

1. 环境过暗或可反射物体较少
2. 摄像机前方有玻璃、墙面等造成红外反射
3. 摄像机镜头有污渍或遮挡
4. 摄像机安装位置或角度不合适
5. 红外夜视灯被遮挡

1. 检查摄像机安装环境：确认摄像机前方没有玻璃、墙面或其他物体过近，避免红外反射影响画面。
2. 检查镜头：确认镜头表面干净，没有灰尘、水渍或遮挡物。
3. 调整安装位置或角度：避免摄像机正对墙面或过近的物体。
4. 重启设备：重启摄像机后再次查看夜视画面。

1. Make sure there are no objects, such as glass or walls, very close in front of the camera, as they may reflect the infrared light.
2. Check that the camera lens is clean and not blocked by dust, water, or other objects.
3. Try adjusting the camera angle or installation position to avoid pointing directly at nearby surfaces.
4. Restart the camera and check the night view again.

AI

误识别

1. 安装环境中干扰较多，容易触发误识别
2. 画面中目标较小、较远或遮挡较多
3. 光线变化较大，影响识别结果
4. 设备角度或安装位置不合适
5. AI识别结果受当前场景影响

1. 检查安装环境：确认摄像机前方没有频繁移动的干扰物，如树叶、车辆灯光或阴影变化。
2. 调整安装位置：尽量让摄像机正对主要监控区域，避免目标过远或角度过偏。
3. 检查画面效果：确认画面清晰、光线正常，没有强逆光或过暗情况。
4. 重启设备：重启摄像机后继续观察识别情况。

1. Please make sure there are no frequently moving objects in front of the camera, such as tree branches, shadows, or vehicle lights.
2. Please check whether the camera is facing the main monitoring area and whether the target is too far away or blocked.
3. Please restart the camera and continue to observe the detection results.

未识别出鸟类

1. Check Lens Protection Film:

• Ensure that the lens protection film is removed, and keep the camera lens clean.

2. Incomplete Bird Image Details:

• Birds appearing at specific angles/poses may result in obscured recognition areas.
• Lighting conditions such as backlighting or low-light environments can affect feature extraction.
• Environmental factors like rain or fog can reduce visibility and image resolution.
• Color variations and background interference may contribute to misidentification.

3. Similar Appearances of Different Bird Species:

• Distinct species may share visual similarities, leading to algorithmic misidentification.

订阅

购买路径

1. Open the VicoHome app.
2. Navigate to the "User" tab.
3. Select "Upgrade now".
4. Browse and choose the Annual or Monthly subscription plan you want to purchase
5. Click "Subscribe Now" to review the details of the plan type.
6. Single Device Plan: Ideal if you have only one camera.
7. Unlimited Devices Plan: Perfect if you plan to add more cameras.

未生效

1. 订阅刚购买，系统尚未同步
2. 用户登录的账号与购买订阅的账号不同
3. App未刷新订阅状态
4. 购买过程中支付未成功完成
5. App或网络异常导致订阅状态未更新

1. 检查账号：确认当前登录的账号与购买订阅时使用的账号一致。
2. 刷新状态：关闭 App 后重新打开，检查订阅是否生效。
3. 检查网络：确认手机网络稳定，然后重新进入订阅或设备页面查看状态。
4. 重启 App：退出账号后重新登录，再检查订阅状态。

1. Please make sure you are logged in with the same account that was used to purchase the subscription.
2. Close the app completely and open it again to refresh the subscription status.
3. Make sure your phone has a stable internet connection, then check the subscription status again in the app.
4. You can also try logging out of the app and logging back in.

取消订阅

1. Open the app.
2. Go to the User page.
3. Tap Awareness to enter the My Service page.
4. On the My Service page, select Manage to open the Manage Subscription page, where you can see all your active subscriptions.

1. On the Manage Subscription page, tap Cancel Subscription.
2. Confirm by selecting Still Cancel.
3. Choose a reason for cancellation from the options provided.
4. Tap Submit and Cancel to finalize the cancellation.

退款

1. 用户误购买订阅
2. 用户不再需要该服务
3. 用户对功能或服务不满意
4. 订阅未按预期工作
5. 用户不清楚退款方式

1. 确认购买渠道：询问用户是通过 Apple App Store、Google Play 还是其他方式购买。
2. 确认订单信息：让用户提供订单截图或订单号。
3. 了解退款原因：确认用户申请退款的具体原因。

1. A screenshot of the order or payment receipt
2. The reason for the refund request

SD卡

SD卡的要求

1. It should be 8GB to 128GB.
2. The format of the MicroSD card should be FAT32.
3. It should be legitimate brand-name (SanDisk, Samsung, Kingston) Micro SD cards, but may not be able to support no-brand, fake, expansion (the storage is extended), and read-only (you aren't able to put a file to it) Micro SD cards.

不支持/检测不到

1. SD卡类型或容量不符合设备要求
2. SD卡未正确插入
3. SD卡文件系统不兼容或需要格式化
4. SD卡损坏或接触不良
5. 摄像机读卡异常

1. 检查SD卡安装：确认SD卡已正确插入摄像机卡槽。
2. 检查SD卡规格：确认SD卡类型和容量符合设备要求。
3. 重新插入SD卡：取出SD卡后重新插入摄像机。
4. 重启设备：重启摄像机后再次查看SD卡状态。

1. Make sure the SD card is properly inserted into the camera.
2. Please check that the SD card type and capacity are supported by the device.
3. Remove the SD card and insert it again to ensure it is installed correctly.
4. Restart the camera and check the SD card status again in the app.

格式化失败

• Please note the camera supports most branded SD cards, for example, SanDisk, but might not support some no-brand SD cards.
• Expended SD cards and read-only SD cards are not supported.
• This camera only supports the FAT32 Micro SD card.
• It supports up to 128GB SD card.

如何看SD卡视频

删除SD卡录像

1. Remove the Micro SD card from the camera.
2. Connect the card to your computer.
3. Navigate to the videos and delete the ones you no longer need.

1. Open our app.
2. Go to Camera Settings.
3. Select SD Card Management.
4. Click on Format SD Card.

APP

app崩溃

1. App版本过旧或存在临时异常
2. 手机系统版本兼容性问题
3. 手机运行内存不足
4. App缓存数据异常

1. 重新打开 App：关闭 App 后重新打开尝试。
2. 重启手机：重启手机后再次打开 App。
3. 检查 App 版本：确认 App 已更新到最新版本。
4. 检查系统版本：确认手机系统已更新到较新的版本。

1. Close the app completely and open it again.
2. Restart your phone and try using the app again.
3. Make sure the app is updated to the latest version.
4. Please also make sure your phone system is updated to the latest version available.

app功能不可用

1. App版本过旧或存在临时异常
2. 手机系统兼容性问题
3. 网络连接不稳定
4. App数据或缓存异常
5. 账号状态异常或功能权限未生效

1. 检查网络：确认手机网络稳定，可切换 Wi-Fi 或移动数据测试。
2. 重新打开 App：关闭 App 后重新进入相关功能页面。
3. 重启手机：重启手机后再次尝试使用该功能。
4. 检查 App 版本：确认 App 已更新到最新版本。

1. Please check that your phone has a stable internet connection. You can try switching between Wi-Fi and mobile data.
2. Close the app completely and open it again, then try using the feature.
3. Restart your phone and check the feature again.
4. Please make sure the app is updated to the latest version.

休眠

如何设置休眠

无法进入休眠

1. 设备正在被查看直播或频繁唤醒
2. 设备设置异常或未开启休眠相关设置
3. 摄像机长时间运行状态异常

1. 检查设备状态：确认当前没有人在查看直播或频繁打开设备。
2. 检查安装环境：确认摄像机前方没有持续移动的物体（如树叶、车辆、宠物等）。
3. 重启设备：重启摄像机后观察设备是否可以正常进入休眠。

1. Please confirm that no one is currently watching the live view or frequently accessing the camera.
2. Please check the installation environment and make sure there are no constant moving objects in front of the camera (such as trees, cars, or pets).
3. Please restart the camera and check if it can enter sleep mode afterward.

删除休眠计划相关

1. Tap on the Camera Settings for the desired camera.
2. Select Motion Detection from the menu.
3. Tap on Schedule Setting to view the list of schedules.
4. Choose the sleep schedule you want to delete.
5. Scroll to the bottom and tap the Delete button.
6. Confirm the deletion to remove the schedule.

硬件损坏

1. 摄像机受到撞击或跌落
2. 长时间暴露在恶劣环境中（如高温、潮湿等）
3. 设备老化或内部元件故障
4. 电源或接口损坏

1. 检查设备外观：确认摄像机是否有明显的破损、裂缝或接口损坏。
2. 检查设备状态：确认设备指示灯或 App 中的设备状态是否正常。

1. Please share a clear photo or short video showing the camera and the damaged part.
2. Please let us know how the issue happened (for example, whether the device was dropped or exposed to water).
3. Please also let us know the current installation environment of the camera.

配件

1. 用户在开箱时未注意到配件
2. 配件在运输过程中遗漏
3. 用户不清楚配件的用途或安装方法

1. 确认配件情况：让用户确认缺少的具体配件名称。
2. 检查包装：让用户再次检查包装盒及包装材料中是否遗漏配件。
3. 确认使用需求：了解用户想要使用的配件或功能。
4. 提供使用说明：向用户提供对应配件的安装或使用方法。