Old Version GU01 & GU11 FAQ

1️⃣ Initial Setup and Pairing Guide

Pre set-up requirements:

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

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

Reference set up video guides:

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

Troubleshooting if pairing fails:

1. Restart the Router:

Power cycle your router and verify that the Ethernet port connected to the AnsqueBase 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 AnsqueBase, 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 AnsqueBase, camera, and the screen of your phone at the point where the process fails. We will assist you promptly.

2️⃣ Device Offline Troubleshooting Guide

The camera relies on the AnsqueBase for its network connection. If the AnsqueBase is connected to the router via Ethernet, it provides network access to the cameras. The strength of the camera's network signal is influenced not only by the router's Wi-Fi signal but also by the distance from the AnsqueBase, as well as any walls or metal objects in between.

Camera offline:

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 AnsqueBase. 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 AnsqueBase 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 AnsqueBase, 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.

AnsqueBase offline: (all cameras offline)

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

Steps to Resolve:

1. Check AnsqueBase 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 AnsqueBase 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 AnsqueBase, ensuring they are securely plugged in.

④ Unplug both the power and Ethernet cables from the AnsqueBase, 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.

3️⃣ Camera Battery Issues

Ansque cameras are low-power devices, typically remaining in a sleep mode when no motion is detected. They only activate when motion is detected. The power consumption rate is generally higher than the charging rate, which can result in a decrease in battery level over time.

The camera has two charging methods:

  • Manual USB Charging
  • Automatic Solar Panel Charging (the camera charges automatically when exposed to direct sunlight)

Reasons for Low Camera Battery:

The battery drain of the camera is mainly affected by the following two factors:

USB charging issues:

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.

solar panel charging issues:

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.

② If solar charging isn't sufficient, consider using USB charging.

③ Monitor the camera's usage frequency to avoid excessive triggering.

still unable to resolve the issue?

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.

4️⃣ Motion Detection Issues

The security of your home is truly important! Please don’t worry or feel anxious — we are here to guide you step by step to resolve any issues.

app settings:

If too few events are triggered: It means the camera’s sensitivity may be set too low.

Solution: Increase the sensitivity and turn off the human shape detection feature.

If too many events are triggered: Lower sensitivity and enable human shape detection.

camera installation angle:

Make sure the camera isn’t directed too much toward the ground, walls, or stairs.

Ensure the camera is focused on the most important areas.

camera installation height:

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.

pir sensor limitations:

The camera uses PIR (Passive Infrared) technology to detect motion by sensing changes in infrared temperature.

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.

5️⃣ Notification Issues

notification delay:

If you’re experiencing delayed notifications, it could be related to motion detection delays.

Ensure motion events are being properly detected in the app.

Double-check camera settings (sensitivity, installation angle, height, etc.).

if issue persists:

Please contact customer support and provide your SN number.

not receiving notifications:

1. If an event was triggered:

Check if there’s a recorded video.

Check phone system notification permissions.

Enable “Receive Push Notifications” in app settings.

Turn off Cross-Camera Tracking and switch back to Immediate Mode.

2. If no event was triggered:

Refer to Motion Detection Issues.

notification delay:

Adjust sensitivity and turn off human shape detection.

Switch to Power-Saving Mode (20s clips) or Intelligent Mode (60s clips).

If camera has weak signal, upload delay may occur due to network speed.

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