What do I do if the sound and image are not synchronized?
1. Check the Internet environment of your device.
2． In case of a significant delay, please exit the video and reload it again.
Why are the videos blurry or not clear?
1. Please check the video quality that’s been selected (HD, Standard or Auto). An unstable Internet connection can affect the video quality.
Learn more >> How to set up the Wi-Fi network?
2. Export recorded videos from your micro SD card to your computer and check if they’re clear.
3. If the videos remain blurry from micro SD card, the problem may be your device. In this case, please contact after sales staff.
Can I store my video without a micro SD card?
1. App recording
Our app provides you with the function of recording. The video will be stored in your phone. However, considering the phone memory, we recommend using a micro SD card or subscribing for our cloud service if you have demand of viewing video history.
2. Cloud storage
YI Home Camera offers one year free cloud service. As long as the camera detects motion in the video, the video will be recorded and uploaded to the cloud automatically. The cloud service allows you to store video up to 30 days in the cloud.
Why the memory of my micro SD card is smaller after being formatted through app?
A part of the micro SD card is hidden partitions which are used for system files. Hidden partitions ensure the isolated storage and security of system files, and help with the high read-write efficiency of your storage card.
Therefore, it shows smaller free capacity than its actual size after using app to format the micro SD card.
If you want to use the entire capacity of your micro SD card, you can reformat the card on a computer with disk management tools.
Is YI Home Camera still able to record without network connection?
Yes. After setting up your camera successfully, as long as the camera is not powered off and with a micro SD card inserted, it can record videos even if there is no network connection. However, you can only playback the video history when connecting to the network.
Why I can see the image but cannot hear the sound?
Please check if the speaker icon below the video has been muted. If it has been, then the video recorded shall be without the sound.
Why there is no alert when motion is detected?
Please check if the activity alert is switched on in the Settings, also check if the alert message is pushed to your mobile phone via network. The speed is determined by your internet speed of your mobile phone and camera. (There is a time-out feature in the alert. A new alert is generated and sent to your mobile device after it has been motionless for several minutes)
Why is there delay of the alert?
The alert message is sent to your mobile phone via network and the speed is related to the Internet environment of your phone and camera. We are in constant process of upgrading the software to improve user experience.
Can the alerts be automatically switched off in the nights?
After you connect your app to the camera, click Settings at the upper right corner, turn on the alert function and choose the Schedule of the alerts in Customize, for example from 5:00 to 18:00, every weekday. You can set three alert time at most.
How many people can I share my YI camera with?
You need adequate bandwidth to share video with others. Moreover, for your viewing experience and privacy reason, we suggest you share with no more than 5 people at the same time.
How can I reset my camera?
If your camera is the 1st generation,
Use a thin needle or pin to reset the camera. The reset button is located on the upper left side of the QR code on the back side of the camera. Please hold down on the reset button until the yellow light turns on. The reset is successful when the yellow light is on or you hear the voice “Reset is successful”. If your camera is the 2nd generation,
You need to remove the back cover of your camera and then you will see the white round reset button. Use a pin to push it until the yellow light is on and you hear “Reset is successful”.
Why the Status Light restarted after I closed it?
The status light will be auto sparkling in the circumstances of recharging, wifi disconnection, system reset, etc., and will be closed when re-connects to router.
Why can't I connect my camera after the upgrade?
1. Check on your app if the device is on the list: If yes, the camera is still connected; if it is not on the list and still does not appear after re-open, the camera has lost connection. You need to re-connect.
2. Please check your Internet connection.
Why my camera cannot be connected after firmware upgrade?
? Step 1: Please check through App if the camera preview is shown on the home page. If yes, it proves that your camera is still paired with the app; if no after refreshing homepage several times, then your camera should have lost the connection, you need to re-pair.
? Step 2: Please check with your network connection.
Do I need to reconnect the device after update?
No need. The update of firmware does not affect your account. After the device is restarted after the update, it can be used as normal.
What kind of micro SD card supports the update?
The 1st generation YI Home Camera supports a 4-32GB micro SD card with FAT32 format, while the 2nd generation YI Home Camera can support up to 64GB micro SD card. Any app version released after April 2015 supports a “cardless” upgrade.
Can I update without a micro SD card?
If you haven't recently updated your firmware, you need to plug in the micro SD card (FAT32 version) and click "update". All the versions released after April 2015 support "cardless" updates.
My camera and SD card was stolen, how to find my video evidence?
Our server saves 7 days alert video, each alert video lasts 6 seconds easy for users to track online. In addition, users may also purchase our cloud service, in which video will be auto encrypted and uploaded to cloud server as long as there’s any motion identified in viewpoint.
Can someone else watch my video?
Nobody can watch your own video because Yi Home Camera uses P2P data transition, historical video is saved in SD card.