Troubleshooting for TELUS Business customers: Videos are slow or lag

Failed to connect

The camera is not communicating with TELUS Secure Business

For devices connected to the network wirelessly, verify the Wi-Fi network credentials have not been modified. If you are subscribed to a TELUS Business Internet plan, you can check the network speed at the location of your camera by running a

speed test

. If you are still experiencing issues, reposition the router closer to the camera. Even adjusting the positions by a few inches can help. If relocation is not an option, consider purchasing a wireless network extender to increase range. For devices connected to the router using an ethernet cable, try connecting the ethernet cable to another port or use a different ethernet cable.

Solid black screen

Information from the camera is being received, there may be audio present, but the video stream fails to appear

Verify your internet speed. The cameras need at least 2.5 Mbps of upload speed. If your bandwidth is too slow, contact your internet service provider to find out how to increase your upload speed. Learn more about

internet plans from TELUS Business

.

Solid grey or white screen in place of live video

There is an issue with the browser cache

Try a different internet browser (e.g. Google Chrome or FireFox). Clear the current browser's cache. Verify the version of the browser is up to date.

The following icon in place of live video:

The Flash plug-in is disabled

Select the icon to enable/allow Flash in the browser.