1. Ensure Phone and HomeBase are on the Same Wi-Fi Network:

Your phone and the HomeBase must be connected to the same Wi-Fi network. Additionally, ensure that both the power cable and Ethernet port on the HomeBase are functioning properly (e.g., the LED indicator on the HomeBase should be solid or blinking).

2. Charge the Device:
Make sure the device is charged for at least 8 hours before starting the setup process to ensure sufficient power for pairing. Please use the charging cable included in the package to charge the device.

3. Download and Install the Ansque App:
Please download the Ansque app from the App Store (iOS) or Google Play Store (Android) and follow the setup instructions step-by-step.
During the process, wait for the specific LED indicators or sounds before proceeding to the next step. This will ensure that the pairing process works smoothly.

If you're not familiar with the setup process, you can refer to the following video guides for assistance:

• GU01 HomeBase Configuration Guide: https://youtu.be/Wh2l9mWuZvc
  
• GU01 Add-On Camera Setup Guide: https://youtu.be/WhFXnXaVZoQ
  
• GU11 Camera Installation Guide: https://youtu.be/dJYBeXbZsrA

1. Restart the Router:
Power cycle your router and verify that the Ethernet port connected to the HomeBase is functioning correctly and able to transmit data. You can also try using a different Ethernet port on the router for testing.

2. Reboot the Device:
As a troubleshooting step, unplug the HomeBase, then reconnect it. Afterward, exit the app and reopen it to refresh the connection, and attempt the setup again.

3. Contact Customer Support:
If the setup process is still stuck, please reach out to our customer support team. Provide a video showing the HomeBase, camera, and the screen of your phone at the point where the process fails. We will assist you promptly.

1. If One or More Cameras Are Offline:

When a camera is offline, the issue is usually related to one of the following four factors:

① Camera Power Issues:

Action: Ensure that the camera is charged. If the battery is low, please charge the camera.

② Camera Powered Off:

Action: Press and hold the camera's power button for 5 seconds to turn it on.

After performing these two steps, wait for the camera to reconnect to the network. Once it's back online, check the camera's network signal strength. Is it around 80% or higher?

③ If Signal Strength Is Below 80% (Weak Signal):

Action: Move the camera closer to the HomeBase. Exit the app, reopen it, and refresh the page by pulling down the homepage to update the signal strength.

If the signal strength improves, this indicates that the network strength from the HomeBase to the camera is weak due to distance or obstructions (such as walls or metal objects).

Solution: Consider purchasing a longer Ethernet cable for the HomeBase, or contact customer support for recommendations on Wi-Fi extenders to improve signal coverage.

④ If the signal strength does not improve, try placing the camera next to another camera with a better signal to check if the issue persists.

If no improvement occurs and there’s a noticeable difference in signal strength, please contact customer support to replace the camera.

If all cameras are offline, it usually indicates an issue with the HomeBase. The HomeBase is no longer providing network access to the cameras.

Steps to Resolve:

1. Check HomeBase Power:

① Ensure the power cable is properly connected. For optimal performance, use the original power cable.

② Check the power strip or outlet by plugging in other devices to confirm it is functioning.

2. Check HomeBase Network Connection:

① Check if the home router is offline or disconnected. If needed, restart the router.

② Verify that the Ethernet port is functioning properly by plugging in other devices. If necessary, switch to a different port.

③ Check that both the power cable and Ethernet cable are properly connected to the HomeBase, ensuring they are securely plugged in.

④ Unplug both the power and Ethernet cables from the HomeBase, then reconnect them. Hold down the SYNC button and observe the indicator lights for any changes.

If there are no improvements, please contact us to replace the camera.

Troubleshooting Steps:

• Use the Correct Charging Accessories:
  

Ensure you are using the 5V/2A USB cable provided in the box for charging.

Verify that your USB cable and power strip are functioning correctly. It is recommended to use the original accessories for optimal charging.

• Charging Process:
  

After charging for 3-5 hours, check if the battery level has increased. Make sure the camera is idle and the camera’s indicator light is green. The app should also show a charging icon.

Important Notes:

The solar panel provides 3W of power, which is slower than USB charging in terms of charging speed. However, the advantage of solar charging is that, when the camera is mounted in a location with direct sunlight, it can charge automatically without the need for you to frequently remove the camera.

Optimizing Solar Panel Charging:

• Sunlight Exposure:
  

Solar panel performance can be affected by partial shading (such as from eaves or other objects). A small amount of shading can reduce the charging efficiency.

On cloudy days or in areas with weak sunlight, solar charging may not be sufficient to fully charge the camera.

• Usage Frequency:
  

If the camera is frequently triggered (e.g., many motion events per day), solar charging may not be able to keep up with power consumption.

If the camera is continuously recording or monitoring motion events, solar charging may not provide enough power to recharge the battery.

Solutions:

① Ensure the camera is placed in a location with sufficient direct sunlight. If the camera is installed in an area with partial shading, try adjusting its position to ensure the solar panel receives the maximum amount of sunlight.

② If solar charging isn't sufficient, consider using USB charging. If the camera isn't receiving enough sunlight for an extended period, you can manually charge the camera using the USB method.

③ Monitor the camera's usage frequency to avoid excessive triggering. If the camera is being triggered too often, consider adjusting its sensitivity settings or enabling scheduled recording features to extend battery life.

If you’ve followed the above troubleshooting steps and the issue persists, please contact customer support. Be sure to provide your SN number and a detailed description of the issue. Our team will assist you promptly and may recommend a replacement if necessary.

First, review the event list in your camera’s app:

• If too few events are triggered: It means the camera’s sensitivity may be set too low, causing some valid motion events to go unnoticed.
  Solution: Increase the sensitivity and turn off the human shape detection feature. This will help reduce the chance of valid events being filtered out.
  
• If too many events are triggered: Adjust the settings as mentioned above in reverse (i.e., lower sensitivity and enable human shape detection) to reduce false alarms.

Carefully inspect the environment around your front door, as well as the screenshot of the area detected by your camera.

Solution: Make sure the camera isn’t directed too much toward the ground, walls, or stairs. This can take up too much of the camera’s view and reduce the area being monitored, affecting detection accuracy.

Tip: Ensure the camera is focused on the most important areas. If you need help, provide your SN number and screenshot of the camera’s view, and we will assist with adjustments.

Install the camera at a height of approximately 2-3 meters (7-10 feet) from the ground, ensuring that the camera can detect motion up to about 10 meters (30 feet) horizontally.

The camera uses PIR (Passive Infrared) technology to detect motion by sensing changes in infrared temperature. However, there are some limitations:

• At temperatures below -15°C (5°F): The camera can turn on, but both DC and solar charging will not work.
  
• If the motion is too small, moves too fast, or is at the edge of the camera’s view, it may not be detected properly.
  

If you’re experiencing delayed notifications, it could be related to the previous issue of motion detection delays. Please consider the following:

• Ensure that motion events are being properly detected in the app.
  
• Double-check that the camera settings (sensitivity, installation angle, height, etc.) are optimized for accurate motion detection.

If you’ve tried the above steps and the issue still remains, please contact our customer support team with the following information:

• Your SN number

First, check whether the camera has triggered an event:

1. If an event was triggered: Check if there’s a recorded video for the event or if the event shows up in the playback video page. If an event has been recorded, this indicates that the issue lies with the notification settings. You can follow the steps below:


① Check your phone’s system settings: Ensure that the Ansque app has permission to send notifications. It’s recommended that you enable the app’s notification access permissions.


② Open the Ansque app, go to the camera settings, tap Notification Settings, and ensure that "Receive Push Notifications" is enabled so that notifications can be sent to your phone.


③ Turn off Cross-Camera Tracking: Go to Notification Settings, select Intelligent Mode, turn off Cross-Camera Tracking, and then switch back to Immediate Mode.

2. If no event was triggered: Please refer to the FAQ page on Motion Detection Issues for further guidance. If the issue persists, kindly contact us and provide more details.

1. Adjust Sensitivity and Turn Off Human Shape Detection: Increase the camera’s sensitivity and turn off human shape detection so that the camera can detect a wider range of motion events.

2. Switch to Power-Saving Mode: Try selecting Power-Saving Mode instead of Intelligent Detection Mode.


① Power-Saving Mode records up to 20 seconds per clip.


② Intelligent Mode records up to 60 seconds per clip.

3. Why this matters: For example, if an event starts at 8:00:00 and the camera records for one full minute, the clip will be finished uploading to the HomeBase around 8:01:00. This delay may be why you feel the notification is delayed, but in reality, the camera is still recording the event.

4. Check Your Router’s Network Speed: If your camera has a weak network signal, the encrypted data transmission to the HomeBase may be slow, leading to delayed notifications.

Cloud storage is used to save videos. The main advantages of cloud storage are as follows:

• Secure Storage: Videos recorded by the camera are stored in the cloud, making them more secure. Even if the device or SD card is damaged, the videos will not be lost.
  
• Offline Access: In the event of a power or network outage, users can still view and download cloud videos through the mobile app.
  
• Unlimited Storage: There is no storage limit for cloud-stored videos. If the camera records a large number of videos daily, users do not need to worry about running out of storage space.
  
• AI Features: Some associated AI features can also be accessed through the cloud storage subscription.

1. Go to "My Service".
2. Select the cloud subscription you currently have.
3. You will see a list of cameras that are currently subscribed to cloud storage. If needed, you can remove a camera from the cloud subscription (please note, this will delete any saved recordings, so make sure to save any important videos before removing the camera).
4. Click "Associate Device" to add cameras you wish to subscribe to cloud storage.

Unsubscribing from Cloud Storage:

• Go to Settings > Cloud Recording > My Service.
  
• Select the cloud storage device you want to unsubscribe from.
  
• Click on the right side to trigger “Unsubscribe”. When it shows “Canceled”, it means the subscription has been successfully canceled.

① Please provide your cloud storage transaction ID and Amazon order number.

② Contact customer service with this information, and we will assist you in processing the refund.