Videos are slow or lag
Troubleshoot your video devices
Are you trying to access your live video from your mobile app or through the webportal but cannot see a consistent feed? This is likely because your camera is far away from the nearest gateway router or is not connected to the Wi-Fi network properly.
Video devices that periodically disconnect from your network may not have the required bandwidth or signal strength to operate consistently.
Follow these simple steps here to troubleshoot your camera.
|Failed to connect||The camera is not communicating with TELUS SmartHome||For devices connected to the network wirelessly, verify the Wi-Fi network credentials have not been modified. If you are subscribed to a TELUS Home Internet plan, you can test the speed at the location of your camera by running the Speed test on the TELUS My Wi-Fi app. 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. Click here to learn more about TELUS Boost Wi-Fi. 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. Click here to learn more internet plans from TELUS.|
|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.||Click on the icon to enable/allow Flash in the browser|
Speed up remote connection initiation
Experiencing issues only when you are far from your home? Modifying this setting here to decrease the stream quality and have your video load faster when you are away from your video camera’s location.
- Log in to the web portal
- Click Video
- Click Settings
- Using the Video Device dropdown menu, select the desired Indoor or Outdoor camera
- Click Live Video
- In Live Video Connection, click to select Speed up remote connection initiation
- Click Save
Click here to learn how to adjust the image quality of your camera.