Here are common questions our users have sent us, and we have answers for you! Read on to see if these fixes can help you solve your problem.
Q: Why am I not getting a verification code in my Email during registration?
A: With our most recent update, users no longer require a verification code to sign up for the app. However, a code may be used when you wish to reset your password. If you have trouble getting a code:
1. Check your junk or spam email folder!
2. Contact us!
Q: When I try to play a live video or access the Blackbox, I get a spinning blue circle that says "please wait" for long periods of time.
A: The easiest solution is by returning to your MY DEVICES page, and drag down to refresh your list. This will also refresh your connection to all of your devices. Once you refresh, 99% of the time you're good to go!
Q: I refreshed the MY DEVICES page, but I still get long loading times.
A: If this occurs, simply check your current network signal strength. If running on cellular, your phone or tablet may be in a place with weak signal. If running on Wi-Fi, make sure you have a good Wi-Fi connection to work with.
Tip: Even when across the world, you should get only 1 second of latency with a live stream, since the connection is a secure P2P relay between your smart device and the Blackbox.
Q: When should I insert the microSD card for storage?
A: It is recommended to insert the card while the Blackbox is powered off. This is the best way to avoid data corruption and loss. However, you can insert the card anytime, and recording will automatically begin.
Q: Why is my app not picking up anything when searching for the Blackbox S?
A: This error can have a few different causes:
1. It could be possible that the Wi-Fi password you entered was incorrect or has a typo. When this happens, the Blackbox will not make a sound while you search on the app.
2. If your network security is an out of date format, such as in the case of WEP encryption, the Blackbox S will refuse to connect. Suggested router settings are WPA or WPA2 for the best security.
When this is the case, you may see a message on your phone like this:
3. If you have any VPN (virtual private network) or apps that use VPN for secure phone internet, please switch them off temporarily. Having an active VPN can prevent the Blackbox from pairing with your phone over the local network.
Q: Do we use a USB 2.0 or 3.0 extension cord for the Blackbox?
A: Rest assured that either one works for the Blackbox S.
Q: Is the Blackbox S an indoor only camera, or can it be used outdoors?
A: The Blackbox is recommended for indoor use, due to a lack of weather resistant exterior. If using outside, please install the Blackbox in a location where direct water jets will not come into contact with the bottom of the device.
It is not recommended to use non-weather resistant systems outdoors, in case of excessive water and dust.
Q: What is the difference between the 3 levels of sensitivity for Blackbox motion sensing?
A: Setting the sensitivity to LOW will void minor movements from registering as alert-worthy. This means only sizable objects moving several feet over a few seconds will get a timestamped alert sent to you. This setting is great for monitoring the yard, front door, living rooms, or areas with higher human/pet traffic.
MEDIUM sensitivity will shorten the distance an object must move to set off an alert.
HIGH sensitivity means even the most minor movements by small objects will set off alerts. This setting will likely give users many alerts a day, and should only be reserved for still areas with very low traffic, such as private hallways and rooms.