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Product Updates & Notices

Find out more about reported product issues, available resolutions and software updates. Some updates can be a little tricky, if you are not sure about doing things yourself; reach out! We offer paid implementation options.

Product & Service Notices

The NJ store will be re-opening to the public on June 1st 2020.

COVID19 Prevention protocol remains action and all visitors and customers are required to WEAR A MASK to enter the premises. There are no exceptions to this policy! If you don't have one please purchase one immediately upon entry or consider reaching us via phone or online.

Thank you for your cooperation. We look forward to seeing you soon.

Great news! The updates are now stable on more camera models.

As more models become stable on the new platform, we will release its availability, so if your camera model is not listed, just keep checking!

If you have purchased your camera directly from us this upgrade is free to you. 

 

The following models are eligible for the free update:

CAM101127 & CAM101127K USB Wall charger – Front Camera

CAM101288 & CAM101288K USB Wall charger - Side Camera

CAM101307 & CAM101307K DIY Board Camera

CAM101261 & CAM101261K Top View Smoke Detector

CAM101161 & CAM101161K IR Desk Clock - Large red numbers

CAM101244 & CAM101244K Wall clock

CAM101305 & CAM101305K Half-frame Glasses 

CAM101380 & CAM101380K IR USB Charger 

CAM101379 & CAM101379K Wireless Charger/Bluetooth/Clock

CAM101349 & CAM101349K Bluetooth Speaker 

CAM101236 & CAM101236K Black Box 

CAM101304 & CAM101304K Black Box Mini 

At this time, we cannot offer the upgrade to any other model besides the ones listed! 

 

FAQ

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 upgrade should be performed by someone that has substantial computer knowledge. 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. Many use a totally different platform too!

 

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 June 30, 2020. (discount has been extended from 12/31/2019 to 06/30/2020) Simply enter code ProiCAM15 at checkout.

 

What is the Voucher Program?

The voucher program is now closed. The deadline to apply was February 29, 2020.

In order to accommodate our local customers we will be offering curve side pick up at our store locations. This service will be for prepaid orders. All orders must be paid for by phone or online. For tech support and assistance setting up your cameras and other items you purchase please call us for one-to-one assistance.

Our staff is limited during these difficult times. Your hold times and response times may sometimes be long. Please be patient. We are here for you but we need time for every customer and there are only so many hours in a day. Thank you for your patience and patronage.

Today Governor Murphy announced that by the end of today 03/21/2020 retail stores must close to the public in the interest of public health.

After today both our retail locations will be closed to the public. However operations will continue uninterrupted in order to support our customer's security needs.

You may place orders online or via telephone and we will ship any item without restrictions for free within the USA.

We are ready to do out part and help stop the spread. We agree that protecting customers and staff is imperative.

Effective March 21, 2020 at 6PM all of our retail locations will be closed to the public, remaining open only for deliveries and staff. All internet, phone and chat services will remain unaffected.

Please know that this closing to the public shall not affect our ability to service existing accounts, existing subscriptions, and new orders. 

We appreciate your cooperation and understanding.

We love seeing your friendly faces at our stores; however we want you to be safe and our staff to limit exposure.

Once again, we offer free shipping for all US customers and you can place your order online at www.SpySite.com or simply call us at 845-371-0000.

We know that not everyone likes buying online, so call and chat with one of our representatives and we will do all computer things for you!

Above all, we ask that you don't forget to support us and other small business in your community. The economic impact of this pandemic will impact small businesses and all the people we employ. Do your part and buy from small businesses even when you buy online!

To our vendors whom have been extremely helpful, thank you. We are sure that this too shall pass and we hope that the silver lining will be that we all get to spend more time at home with family. 

Stay safe.

SpySite.com  

To our valued customers and vendors we would like to thank you for your continued support and patience as our low staffing levels impact our speed of response.

Times are different today and while there is no need to panic, we understand that everyone is in a halted sense of uncertainty with the widespread of Corona Virus. Today Governor Cuomo announced that all non-essential businesses in NY must close effective Sunday March 22,2020. 

We are ready to do out part and help stop the spread. We agree that protecting customers and staff is imperative. To comply with the state mandate our NY location will close to the public effective March 20, 2020 at 6PM and will not reopen until the Governor removes the restriction.

Our NJ store will remain open to the public until ordered otherwise. Please know that this partial closing to the public shall not affect our ability to service existing accounts, existing subscriptions, and new orders. 

For sometime now, our stores have exercised additional cleaning regimes that include limiting the physical touching of some items, frequently touched items are sanitized between customers when possible, and all hard surfaces with frequent touching such as handles, registers, credit card machines, digital signature pads, etc are also sanitized after every interaction. These practices will continue to limit cross-contamination and limit possible exposure.

In addition to these measures, effective immediately and until further notice; all support requests and troubleshooting must be done online via chat, via email, or by telephone. Stores will not be able to offer in-person support as such sessions generally take a long time and results in excessive exposure for our staff. We appreciate your cooperation and understanding.

We love seeing your friendly faces at our stores; however we want you to be safe and our staff to limit exposure. Kindly limit your store visits to new purchases and only visit the store for tech support if you have an appointment for an issue that cannot be resolved remotely. We offer free shipping for all US customers and you can place your order online at www.SpySite.com or simply call us at 845-371-0000. We know that not everyone likes buying online, so call and chat with one of our representatives and we will do all computer things for you!

Above all, if you do buy online instead of visiting the stores, we ask that you don't forget to support us and other small business in your community. The economic impact of this pandemic will impact small businesses and all the people we employ. Do your part and buy from small businesses even when you buy online!

To our vendors whom have been extremely helpful, thank you. We are sure that this too shall pass and we hope that the silver lining will be that we all get to spend more time at home with family. 

Stay safe.

SpySite.com  

Great news! The updates are now stable on more camera models.

As more models become stable on the new platform, we will release its availability, so if your camera model is not listed, just keep checking! As a reminder not all customers disclose name and email when completing a purchase, so the best way to find out about updates is through this website. Be sure to check regularly.

If you have purchased your camera directly from us this upgrade is free to you. 

The following models are eligible for the free update:

CAM101127 & CAM101127K USB Wall charger - Front

Camera CAM101288 & CAM101288K USB Wall charger - Side Camera

CAM101307 & CAM101307K DIY Board Camera

CAM101261 & CAM101261K Top View Smoke Detector

CAM101161 & CAM101161K IR Desk Clock - Large red numbers

CAM101244 & CAM101244K Wall clock

CAM101305 & CAM101305K Half-frame Glasses  CAM101380 & CAM101380K IR USB Charger 

CAM101379 & CAM101379K Wireless Charger/Bluetooth/Clock CAM101349 & CAM101349K Bluetooth Speaker  CAM101236 & CAM101236K Black Box 

CAM101304 & CAM101304K Black Box Mini 

At this time we cannot offer the upgrade to any other model besides the ones listed! 

FAQ

 

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?

Normally yes, however as a result of the widespread of Corona Virus we are trying to do everything possible to limit staff and customer's exposure and practicing responsible social distancing. If you have your camera connected to your 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 June 30, 2020. (discount has been extended from 12/31/2019 to 06/30/2020) 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.

 

What is the Voucher Program?

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: 

Purchased an eligible model after January 5, 2019, Must present proof of purchase, Must request an RMA before February 29, 2020. Approved RMAs must be shipped and received by SpySite before March 15, 2020 . Vouchers must be used by July 31 2020

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: 

Purchased an eligible model after November 01, 2019 and before January 06 2020, Must present proof of purchase, Must request an RMA before February 29, 2020. Approved RMAs must be shipped and received by SpySite before March 15, 2020. Vouchers must be used by July 31 2020

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. 

PRO iCam APP Remote Live View Issue LIVE VIEW UPDATE

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.

FAQ

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.

What is the Voucher Program?

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: 

Purchased an eligible model after January 5, 2019, Must present proof of purchase, Must request an RMA before February 29, 2020. Approved RMAs must be shipped and received by SpySite before March 15, 2020 . Vouchers must be used by July 31 2020

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: 

Purchased an eligible model after November 01, 2019 and before January 06 2020, Must present proof of purchase, Must request an RMA before February 29, 2020. Approved RMAs must be shipped and received by SpySite before March 15, 2020 .Vouchers must be used by July 31 2020

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:

Click Here to see Wifi Cameras with Remote Live View

We appreciate your patronage and thank you for your patience! Please contact us with any other questions you might have.

Pro-iCam Platform Software Updates

Only factory updates are available right now. Check again later.