January 27, 2020
To our valued customers we would like to thank you all for your patience as the 3rd party APPs ProiCam and P2P Live stopped supporting their function of live view bridging.
Previously we announced that the developer would stop providing updates to those APPs and encouraged their use discontinuation. Since then, some adjustments to the ProiCam APP have allowed a portion of the affected cameras to resume live remote view which is an APP function.
The service remains very unstable and we are encouraging all of our customers to consider moving to the new platform currently offered on our website. The cameras available on our site work on a completely different platform and will not experience the remote live view connection issue.
Prior we announced that a software update would be made available to existing users in order to restore the ability to view the cameras remotely. This update is now available to a limited number of camera models. As more models become stable on the new platform we will release its availability.
If you have purchased your camera directly from us the upgrade is free to you.
The following models are eligible for the free update:
CAM101127 or CAM101127K
CAM101288 or CAM101288K
CAM101307 or CAM101307K
CAM101261 or CAM101261K
CAM101161 or CAM101161K
At this time time we cannot offer the upgrade to any other model besides the ones listed! If you are interested please contact us for more details.
As a reminder this issue is not considered a manufacturing or quality matter as it is not caused by our manufacturing process, cameras or its components, we continue to do everything possible to support the products that have been sold our company and will provide you with solutions as soon as they become available for you to use.
Is your wifi camera not able to connect remotely to view live when you leave the home/office network?
Some models of wi-fi cameras using the Pro iCam and P2P Live applications are experiencing intermittent live view access or no live access at all.
There is nothing defective with your camera, this issue is a result of 3rd party APP developer programming failure issues.
Here is a list of the most likely models to be affected:
Most cameras with a network staring with "CM", "YM" , "CH".
How can I see if my camera has resumed remote live view function?
If you had already set up your camera under your home or office Wi-Fi simply open the APP and try to connect. Most users will simply see their camera live at this point. If you are in the same network as the camera, you will always have live view, however to test things out simply turn off your phone's Wi-Fi from the settings and check again.
My camera is listed as one with resumed live view functionality but I still cant see it live, what should I do?
If you don't see your camera live or have reset the camera, simply reconnect to your WiFi network as indicated in the instructions and check to see if your camera remains online when turning off WiFi on you phone or when leaving the home or office. If your camera is not online at that point and is listed as one of the models that have resumed live access, please contact our support team for personalized assistance.
Why is this happening?
The 3rd party vendor that manages the server where the APP resides is experiencing difficulties. Depending on the camera board configuration of a specific module (mumble jumble speak to mean tech code you never see) some cameras have lost their live view stability.
You may experience issues with the live view of the camera while away from the camera's network. The issue may be temporary, sporadic or constant.
I don't have this problem, should I be concerned?
Not necessarily. However, it may be possible that at some point you will experience a loss of live view access if your camera is connected to a WiFi network. All other features will continue to work, so make sure your SD card recording settings are properly set up just in case. We would still strongly recommend upgrading to the new platform so you can be prepared in case your camera experiences live view issues in the future.
What will happen to my recordings if I experience this issue?
All other features of your camera will continue to work unaffected. Make sure your memory card is inserted and that your SD recording configuration is properly set up. The camera will record on to the memory card and you can still edit settings, access live view and recordings via the APP when you are both (you and the camera) connected to the same Wi-Fi network.
How long is this issue going to be an issue?
The issue has been resolved for many cameras; however the APP is operated by 3rd parties that we have no control over and their updates have not been accurate with a timeline resolution.
Is there another APP or work around I can use in the meantime?
For some users there is an update that will allow the use of the camera with a new APP. The eligible models are listed in this page. Any models not listed, do not currently have alternative options.
My camera is listed as eligible for update. How much will I have to pay?
The update is FREE for customers that have proof of purchase from one of our stores or website.
If you do not have proof of purchase or purchased from a reseller, there may be a cost to you. Please contact us for more details.
If I choose the update, do I have to send you my camera?
Yes, the update can only be done by us. You will have to bring your camera to one of our stores or mail to us. You can contact us for more information on this. Please don't ship your camera without contacting us first!
If I order a new camera will it have the same issue?
No. All cameras currently available for purchase are not affected by this issue.
I own one of the affected cameras, can you offer me a discount to purchase a new camera?
We know some of our customers just can't wait for the issue to be resolved and need solutions right now!. To assist those needing to invest in new cameras because of this issue we are offering a 15% discount on all our cameras now through December 30, 2019. Simply enter code ProiCAM15 at checkout. You may also quality for a $50-$100 voucher toward a new camera when you return the one you have. Check the voucher program section for more details.
Any cameras for which an update is available do NOT quality for the voucher program.
For orders dated January 5, 2019 – October 31, 2019:
Customers that are currently experiencing remote live access maybe eligible to return their camera with accessories in exchange for a $50-$150 voucher. Damaged items are not eligible.
The basic requirements are:
If you do not meet these requirements you can still use the discount code and obtain a 15% discount toward the purchase of a new camera. Simply use code:ProiCAM15 at checkout in store or online.
For orders dated November 01, 2019 – January 6, 2020:
Any orders for these items fulfilled after 11/01/2019 are eligible for a full credit in the form of a store gift card. Damaged items are not eligible
The basic requirements are:
If you do not meet these requirements you can still use the discount code and obtain a 15% discount toward the purchase of a new camera. Simply use code: ProiCAM15 at checkout in store or online.
What cameras can I choose from that are not affected by this issue?
Below are cameras that are currently not affected or use a different application and therefore are not affected by this issue:
We appreciate your patronage and thank you for your patience! Please contact us with any other questions you might have.