About The Device

Is it weatherproof?

Yes. The camera's waterproof grade is IP65. It can be "protected against water jets from any angle".Generally, the camera can be used outdoors on ordinary rainy and snowy days. However, it may get damaged in extreme weather. But if the camera is installed under the roof or in a place with some shelter, it can get protection to a certain extent.Besides, please don't expose the camera's charging port, power button, and microSD card slot to water.

Is it squirrel-proof?

Yes, our smart bird feeder is equipped with a dedicated squirrel deterrent alarm system. Simply tap the "Alarm Button" on the app or use voice commands to effectively deter squirrels from stealing bird food or damaging the bird feeder.

What are the camera specs?

3MP with WDR (Wide Dynamic Range) and 1080p videos.

What are the requirements for Wi-Fi？

Smart Bird Feeder Cam only works with 2.4GHz Wi-Fi.
  • Why are 5G Wi-Fi not supported?
      2.4GHz Wi-Fi and 5GHz Wi-Fi are wireless signals that represent electromagnetic waves of different frequencies. The 5GHz signal has a high frequency and a short wavelength, while the 2.4GHz signal has a low frequency and a long wavelength. Therefore, the 2.4GHz signal has less attenuation when passing through obstacles, and the ability to penetrate the wall is higher than that of the 5GHz signal; when the distance between the routers is the same, the 5GHz signal is weaker than the 2.4GHz signal. Therefore, the camera only supports 2.4GHz Wi-Fi, not 5GHz Wi-Fi.
  • Notes for Wi-Fi Configuration
    • If your router only supports 2.4GHz Wi-Fi, the camera can directly connect it;
    • If your router supports both 2.4GHz Wi-Fi and 5GHz Wi-Fi, and you've enabled "Smart Connect" or something like that, the SSID and password of 2.4GHz Wi-Fi and 5GHz Wi-Fi are the same, so the camera can directly connect to the 2.4GHz Wi-Fi automatically;
    • If your router supports both 2.4GHz Wi-Fi and 5GHz Wi-Fi, and you've not enabled "Smart Connect" or something like that yet, then the SSID of 2.4GHz Wi-Fi and 5GHz Wi-Fi is different. The camera can only connect to 2.4GHz Wi-Fi but not to 5GHz Wi-Fi;
    • If your router only supports 5GHz Wi-Fi and does not support 2.4GHz Wi-Fi, you may need to replace a router that supports 2.4GHz Wi-Fi.
  • Other Notes
    • Please ensure that the 2.4GHz Wi-Fi signal strength is good. If the camera is too far away from the router, it may not connect to the Wi-Fi.
    • If your Wi-Fi router has been connected to too many devices, for example, phones and computers, the camera may fail to connect to the Wi-Fi because of the IP address conflict.

Does it have local storage?

Absolutely, the smart bird feeder provides a complimentary 30-day cloud storage feature. Additionally, users have the option to extend the cloud storage period by subscribing to EVR service. Furthermore, the feeder supports SD cards with a generous capacity of up to 128GB, providing ample space for storing videos and photos directly on the device.

Is there after-sales service available?

Yes, we provide 24/7 professional after-sales service. Feel free to contact our team anytime you encounter issues. Our goal is to ensure a smooth experience with our smart bird feeder, and we're here to support you whenever needed.

Mount and Connect

How do I connect my feeder?

1.Connect to a 2.4GHz Wi-Fi home network.2.Scan the QR code on the product packaging to download the app on your phone or tablet.3.Once the app is connected to your home Wi-Fi, it will leverage that connection to stream the live feed from the Feeder to your mobile device.4.Explore the tutorials available within the app for detailed, step-by-step guidance on setting up your Feeder and seamlessly integrating it with our app.5.If you have any further questions or need assistance, our customer support team is available to help you.

How to share with another person?

Please click "Settings Icon" to enter camera setting, choose "Share" to share device, there will be a QR code. Please note the QR Code will expire in 30 minutes, invitees can watch the live stream and recorded videos.

How to mount and install?

  • Check the following things before installation:  1.Make sure the smart bird feeder has been successfully added to your APP and is able to stream video.  2.Avoid placing the device behind furniture or near microwave products. Try to keep it within range of your Wi-Fi signal.  3.Keep Bird Feeder and all accessories out of reach of children and pets.  4.Make sure the camera has been fully charged (DC5V / 1.5A).  5.Working temperature: -10°C to 50°C (14°F to 122°F) Working relative humidity: 0-90%
  • Wall Installation （use "Hicircle" as the example）
Step 1:
1.Use the provided drilling template to mark the position of holes on your wall. Use drill bit (15/64", 6mm) to drill two holes.
2.Install the anchors to fix the screws.(Install on wood skip this step.)
3.Install the Mounting Bracket on your wall with the screws provided.
Step 2:
Slide the Bird Feeder into the bracket through the slide rail.
  • Tree Installation（use "Hicircle" as the example）
Step 1: Wrap the Mounting Bracket around the tree with the Black Strap.
Step 2: Slide the Bird Feeder into the mounting bracket.
  • Stand Installation（use "Hicircle" as the example）
Step 1:
The Bird Feeder can be placed steadily on a flat surface, but for stability, we recommend that the backplane is installed and fixed on a flat surface.
Use the provided drilling template to mark the position of holes on the flat surface. Use a drill bit (5/16",8mm) to drill two holes.
Step 2:
Install the anchors to fix the screws. (Install on wood skip this step.)
Step 3: Install the Mounting Bracket on flat surface with the screws provided.
Step 4: Slide the Bird Feeder into the mounting bracket.

How to clean ?

use "Hicircle" as the example
Step 1: Unplug the charging cable and put on the silicone cover.
Step 2:
Using the Pull Tab on the base of the feeder, remove the Bird Feeder from the bracket.
Step 3:
A. Put your fingers in the clasp position and gently press upwards.
B. Open the top cover upwards.
Step 4: Pour water on both sides of the seed reservoir. Do not wash in the middle of the camera or any of its components.
They are water resistant, not waterproof. Dry the feeder, including the seed reservoir.
Step 5: Cover the Roof: Pull the cover back in good position with buckle.
Step 6: Re-attach the bracket to the Bird Feeder base.
Step 7: Open the silicone plug, replug in the Solar Panel.

Troubleshooting

Why is the connection unsuccessful after scanning?

If the camera fails to scan the QR code generated from the app, there could be several reasons. Some common reasons include Not being in scanning mode; Poor lighting; Dirty or damaged camera lens and Incorrect orientation. Please check them one by one.
  1. The camera is not in scanning mode (emits a continuous "Ding Dong Ding Dong" sound)
For the battery camera, please turn on the camera by long pressing the power button and then double-click the power button.
For the plug-in camera, please unplug and re-plug to ensure the power adapter and the power cable are connected properly. If it still does not work, you can find the reset button on the top of the camera and then press and hold it for 3s (for some models, you may need to find the reboot hole on the top of the camera and then press the reboot hole with the pin included in the box or a pointed object like a needle for 3s).
  1. Poor lighting
The QR code may not be visible clearly due to insufficient lighting, which can cause the camera to struggle with scanning it. This means that the environment where the QR code is being scanned is too dark or not properly illuminated. It can cause the QR code to be difficult to read by the camera.
To address this issue, it's important to ensure that the environment where the QR code is being scanned is well-lit. This can be done by turning on lights or moving to a brighter area. Additionally, holding the camera steady and avoiding any sudden movements can also help improve the accuracy of the scan.
  1. Dirty or damaged camera lens
Any dirt or damage to the camera lens can prevent it from scanning the QR code properly. If the camera lens is dirty or damaged in any way, it can prevent the camera from capturing a clear image of the QR code. Dirt, dust, or fingerprints on the camera lens can create a blur or smudge that distorts the image of the QR code, making it more difficult for the camera to read it.
To avoid this issue, it's essential to keep your camera lens clean and free of any damage. You can do this by using a microfiber cloth to wipe the lens gently and avoid touching it with your fingers.
  1. Incorrect orientation
If the QR code is not aligned properly with the camera lens, or if the camera is held at the wrong angle, it may not be able to scan the QR code.
Please make sure the phone and camera are aligned and slowly move the camera back and forth to the QR code on the phone to find the focus. The distance between the camera and the phone should be about 6~12 inches (15~30 cm). Please do not scan the QR code in a backlight or dark environment.
If you are still experiencing issues with scanning QR codes after you try the above suggestions, we recommend that you contact us through the Feedback option available on the app. This will allow us to better provide you with more personalized support to resolve the problem. Our support team will review your feedback and respond to you as soon as possible with any suggestions or solutions to address the issue.

What do different colors of the indicator light mean?

The indicator light on the camera can appear in different colors and statuses. Different colors and statuses mean that the camera is in different modes.

The below form is almost for all models of cameras.
Color & Status Mode
Solid blue Working mode
Blinking blue Scanning mode
Solid yellow Charging
Solid green Fully charged
Blinking red Low battery mode
Off Sleep mode

What can I do if the device is offline?

Offline means that the device disconnects from Wi-Fi. In this case, it will not work properly. Causes that can include are as:
  • Check the Device Power Supply Status
Battery Camera:
If the device is equipped with a battery, please verify whether the battery has insufficient charge or if the device is turned off. To power on the device, please press and hold the power button for about 5 seconds.
If the device can't be turned on by holding the power button and the indicator light is flashing red, it means that the device is in low battery mode. In this case, please use a DC Output 5V/1.5A charger to fully charge it first.
Depending on the battery capacity, the device's charging time varies. In general, it takes 8~15 hours for a full charge.
The device indicates a yellow light for charging and a green light for a full charge.
If the device can't be turned on by holding the power button and it has power, you can try to Reboot the Device. If it still does not work, you can keep it plugged in and reboot it again.
Plug-in Camera:
If the device is powered through a wired charger, please ensure that the power supply is connected well. If the device loses power, try reconnecting the power source.
  • The router does not work
Please check whether the router is working. If it turns out that the router is not working, please make it work first. For example, you can try restarting the router.
You can tell whether the router is working or not by checking whether other devices, for example, your mobile phone can connect to the Wi-Fi router and can access the Internet.
Please check whether the Wi-Fi name or password has been changed. If yes, please re-add the device to the app. If it still does not work, you can Reboot the Device and re-add it to the app.
  • The Wi-Fi connection is poor
Low or Medium Wi-Fi signal will cause the device to go offline. Please move the device as close to the router as possible. Thick walls, bricks, ceramics, electromagnetic devices, a large amount of liquid, and large metal objects may interfere with Wi-Fi signals. Please try to avoid these objects. Or if possible, you can boost the Wi-Fi signal with a Wi-Fi extender.
You can check the Wi-Fi signal on the homepage or on the Camera/Doorbell Setting page.
However, a strong Wi-Fi signal does not equal a good Wi-Fi connection. It is only one factor that is indicative of a good network connection. So if your device's Wi-Fi signal is strong but it is still offline, you may need to try another Wi-Fi.
  • The phone cannot access the Internet or its network connection is poor
Please make sure that your phone can access the Internet and that its network connection is good.
Please make sure to enable the network permission for the APP.
You can try to pull down the homepage to refresh the device list and then reconnect the device.
You can try to change your phone's network connection (from Wi-Fi to mobile data, or vice versa), or connect your phone to another Wi-Fi and then reconnect the device.
If the issue persists, please submit feedback for technical support.

What should I do if the device is not recording/detecting motions?

Security cameras are crucial for maintaining safety and surveillance. However, it can be frustrating when they fail to record or detect movements accurately. In this guide, we will address common factors that may contribute to this issue and provide practical solutions to help you resolve it. By following these steps, you can ensure that your security camera functions optimally.
Here are some common reasons and solutions for security cameras not recording or detecting motions:
Incorrect Installation:
Ensure that the camera is not installed behind glass/windows, as it can interfere with motion detection capabilities.
Verify that the camera is correctly installed and positioned to have an unobstructed view of the monitored area.
Adjust the camera angle and placement if necessary to optimize motion detection. Please ensure it covers the desired area and try to avoid setting the range too high or too low to prevent false alarms or missed events.
App Settings:
Confirm that motion detection is enabled in the camera's settings. After Motion Detection is enabled, the camera will be triggered by any moving object and record a video.
Adjusting the Motion Detection Sensitivity level to an appropriate setting can help ensure that all relevant motions are detected and recorded.
Wake up from sleep mode. When the camera is in sleep mode, it will not record any motions or events until it is awakened.
Stop viewing in Live stream. When in live view, the camera will not detect motions (record videos and send notifications).
Camera-related factors
Verify if there is a protective film on the camera lens, as it may impair visibility. Peel it off if present.
Make sure the camera lens is clean and free from dust or dirt that may obstruct motion detection. Clean the lens using a soft, lint-free cloth to ensure clear visibility.
Ensure that the camera is connected to a stable network. Cameras that rely on network connectivity to transmit and store recordings may encounter issues if there are network disruptions or connectivity problems.
Reboot the camera and observe whether the PIR is triggered normally.
Environmental Factors:
Ensure that the camera is positioned to minimize glare and reflections. Glare from direct sunlight or artificial light sources, as well as reflections from nearby surfaces such as glass or metal, can interfere with the camera's field of view and obscure recorded footage.
Protect the camera with appropriate enclosures. Extreme weather may obstruct the camera's view, impair motion detection, or damage the equipment.
Test in a different environment: If possible, try testing the device in a different environment to determine if the issue is specific to the current location. This can help identify whether there are external factors affecting motion detection.
What should I do if my device is not still detecting any movements?
Confirm that the Installation、App Settings、Camera and Environmental Factors first.
If it still does not work, please conduct a motion test by waving your hands or walking in front of the camera to activate the Passive Infrared (PIR) sensor. Afterward, verify if the camera successfully records the detected movement and observe if the camera's indicator light illuminates in blue. This will help assess the camera's functionality and motion detection capabilities.
If the camera still doesn't work after following the provided troubleshooting steps, please contact technical support. Provide us with the details of the steps you've taken, including camera settings, installation information, and test results. This will help us understand the situation and provide the necessary assistance to resolve the issue.

Why are there so many videos with no movements or false notifications?

Every smart security camera user has experienced it - a flurry of notifications, only to find out that it was just a gust of wind shaking the trees or the shift in hot and cold air from the air conditioning. These false notifications can be overwhelming, causing annoyance and possibly leading to overlooking a real security concern.
Understanding the Trigger Mechanism
At the heart of the issue, we need to understand how motion detection works. The security camera has a Passive Infrared (PIR) sensor that constantly monitors the environment for any changes. These changes can be due to a moving object, light change, alternation of hot and cold air, and many other factors. When the sensor perceives such a change, motion detection is triggered, and a notification is sent. However, this method can cause common false triggers, such as the shaking of trees due to the wind or changes in temperature from the air conditioning.
Tackling False Notifications
If you're tired of these unwarranted disturbances, here are some tips to adjust the settings on your camera to help reduce the number of false notifications:
1. Re-adjust the Camera Position: If your camera is in a location where it's frequently triggered falsely - near an air conditioning vent or facing a tree, for instance - you may want to consider changing its position.
2. Change Motion Detection Sensitivity: You can tap the camera "setting" icon > tap Motion Detection > set the motion detection sensitivity to "Low" or "Medium". This shortens the distance the PIR sensor can detect, which may help reduce false triggers.
3. Activate 'Do not disturb': Tap the "bell" icon on the top of the app's homepage to enable "Do not disturb". This allows you to temporarily halt notifications for a set period of time - 30 minutes, 2 hours, or 12 hours - depending on your preference.
4. Use the 'Sleep Mode' Feature: This feature allows you to control when your camera is actively detecting motion. Tap the camera "setting" icon > tap Motion Detection > locate the sleep settings. You can either make the camera sleep immediately or schedule sleep periods in advance.
5. Opt for the Awareness Service: If you're still receiving too many false notifications, you might want to consider purchasing the Awareness service. This service enhances the smart notification feature of the camera, enabling you to receive alerts only for recognized persons, vehicles, pets, or packages. Additionally, it also allows you to set an activity zone, notifying you only when motions are detected within this specified area. This feature does not compromise the recording capabilities of the camera; it only filters unwanted notifications.
If you've tried these suggestions and are still facing issues, we're here to help. You can submit feedback from the app or reach out to us directly for further technical support at support@hixxhome.com. Our goal is to ensure your security camera experience is efficient and focused, letting you concentrate on the notifications that truly matter.

How to resolve the issue of not receiving notifications?

Notifications play a crucial role in keeping you informed about important events captured by your device through the App. If you're facing the issue of not receiving notifications, don't worry. This article will guide you through the necessary steps to troubleshoot and resolve the issue.
Allow Notifications Access for the App
To ensure you receive notifications, it's important to grant the necessary permissions to the App on your phone. Follow these steps:
  1. Open your phone's settings.
  2. Scroll down and select Notifications.
  3. Find the App from the list.
  4. Check and make sure to grant the App the necessary Notifications access.
Enable Motion Detection and Notification in the App
Proper configuration of motion detection and notification settings in the App is essential. Follow these steps:
  1. Open the App and go to the Home page.
  2. Tap the settings icon on the top right of the live window.
  3. Ensure that motion detection is enabled for your device and verify that notification settings are properly configured to receive alerts for motion events on the Motion Detection and Notification Settings pages.
Disable Do Not Disturb in the App
In the App, check if the Do Not Disturb feature is enabled. If the Do Not Disturb feature is currently enabled, you won't receive any notifications for events during the period you set. Here's how to check and disable the Do Not Disturb feature:
  1. Open the App and go to the Home page.
  2. Look at the area above the live window at the top of the page. If you see a bell icon counting down, it indicates that the Do Not Disturb feature is currently enabled.
  3. To disable Do Not Disturb and start receiving notifications, simply tap the countdown.
Keep Your Device and App Up To Date
To ensure optimal performance and functionality, it's important to keep both your device and the App up to date. Follow these steps:
  1. App Update: Check if there is a new version of the App available. Visit your app store (Google Play Store for Android devices, App Store for iOS devices) and search for the App. If an update is available, tap on the "Update" button to install the latest version.
  2. Firmware Update: Within the App, check for any available firmware updates for your device. Here's how:
    1. Open the App and go to the Home page.
    2. Find the settings icon on the top right of the live window.
    3. If an update is available, you will see a red dot on the settings icon. Tap on the settings icon and follow the prompts to download and install the latest firmware for your device.
Ensure a Stable Network Connection
A stable and reliable network connection is essential for the App to send notifications to your phone. Whether it's the Wi-Fi connection of your device or the network connection of your phone, if it is weak or intermittent, it can lead to delayed or failed notifications. Therefore, it is important to ensure that both your device's Wi-Fi connection and your phone's network connection are strong and consistent to maximize the effectiveness of notifications.
Optimize Phone Settings for Notifications
Android Phone Settings
  1. Open the settings on your Android phone.
  2. Navigate to the app settings or app management section.
  3. Locate the App.
  4. Check the App's settings:
    1. Ensure that it is allowed to run in the background.
    2. Disable battery optimization or any power-saving settings that may restrict the functionality of the app.
iOS Phone Settings
  1. Access the settings on your iOS phone.
  2. Locate the "Focus" settings and check if the App is listed under a specific focus mode. If it is listed, ensure that notifications from the App are allowed for that mode.
Clear App Cache & Reinstall the App
If the issue persists, consider clearing the app's cache. It can help resolve any temporary data issues that might be impacting notifications. Open the settings on your phone, find the App, and clear its cache.
If the issue persists, consider uninstalling and reinstalling the app. This can help resolve any software-related issues that might be affecting notifications.
By following these troubleshooting steps, you should be able to resolve the issue of not receiving notifications from the App. Make sure to check and adjust the necessary settings on both the app and your phone. If the issue persists, please contact us for further tech assistance.

What should I do if the camera malfunctions?

When the camera fails to function properly, you can try to reboot the camera. The rebooting operation will totally cut off the power and clear the temporal status of the camera system, which can fix some corner-case issues caused by the system failure.
The reboot steps are different for different models of cameras. Please find the reboot steps for your camera below：
Battery Camera
For most battery cameras, you will find the reboot hole near the power button which is located at the bottom of the camera covered by a silicone cover. Please open the silicone cover, press the reboot hole with the pin included in the box or a pointed tool like a paperclip, and gently apply pressure on the pin/pointed tool. After releasing the pin/pointed tool, the camera will restart automatically in which you will see the indicator light ( blue or white, depending on the camera's model) on, and hear a startup sound.
For PTZ battery cameras, the reboot hole is also near the power button which is located at the top of the ball part. Please open the silicone cover and press the reboot hole with the pin included in the box or a pointed tool like a paperclip, gently apply pressure on the pin/pointed tool. After releasing the pin/pointed tool, the camera will restart automatically in which you will see the blue light on and hear a startup sound.
For all battery cameras, if you want to reset the network of the camera, please double click the power button to make the camera enter the network config mode. Next, please follow the prompts on the app to set up the camera again.

How to record/save videos on a Micro SD card?

Installing a Micro SD card does not mean the camera will record a video to the Micro SD card all the time. When the camera detects a movement, it will record a video to the cloud and the cloud recording will display in the Library in the app. If apart from the cloud recordings you want to save backup videos on a Micro SD card at the same time, you can insert a Micro SD card into the camera. Here are tips:
  1. Find the Micro SD card slot and insert your Micro SD card: Mostly, the Micro SD card slot is next to the power button and is under the rubber plug of the camera body. However, for some models of cameras, you may need to take off the outer shell of the camera to find the Micro SD card slot.
  1. If the Micro SD card is detected, you will hear "SD card detected" at the time when it is inserted, and you can see both the storage of the Micro SD card and "SD Card Video" in the app.
Please note that the camera only supports legitimate brand-name (SanDisk, Samsung, Kingston) Micro SD cards, but may not be able to support no-brand, fake, expansion (the storage is extended), and read-only (you aren't able to put a file to it) Micro SD cards.

What is the cloud video storage?

How to Access the Cloud Video Storage?
Please open the app > tap "Cloud storage" to access cloud videos recorded by your smart security device.
How is Your Privacy Protected?
We understand the importance of privacy and want to give you peace of mind when it comes to storing your video footage in the cloud. That's why we prioritize the following privacy measures:
Strong Data Encryption: Your videos are encrypted using industry-standard protocols before they are stored in the cloud. This ensures that only you can access and view the footage, providing an extra layer of protection against unauthorized access.
Secure Access and Control: As the admin user, you retain full ownership and control over your cloud video footage. We will never access, view, or use your videos without your explicit permission. You are in complete control of who can access your stored videos.
Flexible Data Retention: You can customize the recording duration, ranging from 10 seconds to up to 3 minutes (up to 3 minutes is the premium "Auto" feature and is only available through a paid subscription). Additionally, you can subscribe to different plans to extend your cloud video storage capacity for up to 60 days with a maximum storage limit of 10GB. As the admin user, you also have the freedom to manually delete videos according to your preferences at any time, providing you with complete control over your stored footage.
Trusted Cloud Service Provider: We have partnered with renowned cloud service provider AWS, known for their robust security practices and compliance certifications. Rest assured that your videos are stored on highly secure servers operated by a trusted and reliable industry leader.
Transparent Privacy Policies: Our privacy policies are clear and transparent, outlining how your data is handled. We respect your privacy and will not share or sell your videos to third parties without your explicit consent.
Compliance with Privacy Regulations: We comply with applicable privacy regulations, such as GDPR or CCPA. Your rights as a data subject are respected, and you have the ability to exercise your data rights, including access, rectification, and deletion.
With these privacy measures in place, we are committed to ensuring the security and privacy of your video footage. You can trust us to safeguard your videos while providing you with convenient and accessible cloud video storage.
Does it take up your phone storage?
No, cloud video storage does not consume the storage space on your phone. Unlike local storage, where video files are saved directly on your device, cloud video storage stores the video footage on remote servers in the cloud. This means that the videos are stored off-site, and they do not occupy space on your phone's internal storage or memory.
Cloud Video Storage vs. iPhone's iCloud Service
It's worth noting that cloud video storage is different from the iPhone's iCloud service. While iCloud is a cloud storage service provided by Apple for various purposes, including device backups and file storage, cloud video storage specifically refers to the practice of securely storing video footage from your smart security device. Cloud video storage services, such as the one offered by COOLFLY, are designed to cater specifically to the needs of smart security device users. These services provide dedicated storage space for video recordings, ensuring easy access, remote playback, and enhanced security for your surveillance footage.

What should I do if cloud videos can't play?

If you're experiencing issues playing cloud videos in the Library, try the following troubleshooting steps:
  • Make sure the internet connection is stable.
Poor internet connectivity can lead to video playback problems. Check if you have a stable and strong internet connection by trying to access other websites. If the internet is poor or unstable, consider troubleshooting your network or contacting your internet service provider.
  • Clear the cache in the app.
Cached data can sometimes interfere with video playback. Clearing the cache in the app can help resolve this problem. You can tap the "User/My"-"About App" to find the "Clear Cache" button.
  • Close the app and re-open it.
Sometimes, apps can encounter temporary glitches that prevent proper video playback. To resolve this, close the app completely and then reopen it. This process can help refresh the app and resolve any temporary issues.
  • Delete the app and reinstall it.
If the above steps didn't solve the problem, consider uninstalling the app from your phone and then reinstalling it. This action ensures that you have the latest version of the app installed.
If you continue to experience difficulties with cloud video playback, please contact technical support. Provide us with the details of the steps you've taken, including related screenshots or screen recordings of your steps. You can also share your phone model, operating system version, App version with us. This will help us understand the situation and provide the necessary assistance to resolve the issue.

How to find the serial number of camera?

When you encounter an issue and the issue isn't able to be resolved after a simple technical self-check, the serial number (S/N) of the camera is needed for our tech team to further investigate the issue.
The serial number (S/N) of the camera is usually written on the label attached to the camera body, starting with (S/N).
Usually, there is a QR code next to the serial number on the label attached to the camera body. The QR code also includes the camera's serial number.
If you use your phone's camera or phone's scanner to scan the QR code, the scan result will be the camera's serial number.
If you use our app to scan the QR code when submitting feedback, after tapping the "Scan QR Code" button, the scan result will also be the camera's serial number.
If you have added the camera to the app, you can also tap the camera "setting" icon tap the ">" extension icon to find the camera's serial number.

Customer Support

Please check our list of frequently asked questions, as your question may have already been answered on our Support Page, an easy fix could be just a click away!If you’re having any other issues with one of our products or services, please do not hesitate to contact us and let us know how we can be of assistance!

Email: support@hixxhome.com

PS:Providing the device serial number will help us better resolve the issue. Here are the steps!

Contact Form