Product Support

If you have lost connection to your camera, please check the following:

1. Please check that the camera is within Wi-Fi® range. If the LED on your camera is blinking slowly, please try to move the camera closer to the router in order to establish a better Wi-Fi® range and try again.

2. Please check that the camera is powered on, and the LED lights are on. Make sure the camera is not connected to a wall outlet controlled by a switch.

3. Please make sure that your internet connection is working. If your internet appears to be down, please check with your internet provider.

4. Your router or camera may require a reboot. Unplug your router and camera for approximately 30 seconds and plug back in. Allow a moment for the devices to reconnect and try again.

No, you cannot. The security key is assigned by your parent unit.

Your camera periodically let's the server know it is online. When the server does not receive such signal for a certain period of time, it will assume that the camera is offline and this will show in the status of your camera.

There are several reasons why those signals may not reach the server. It may be that your camera is turned off. In that case you simply turn it back on again. Another reason may be your Wi-Fi connection if this connection is either weak or intermittent.

Some devices can interfere with your camera unit. Make sure your camera is at least three (3) feet away from devices such as antennas, Wi-Fi enabled devices, routers, microwave ovens, televisions, radios or cordless telephones.

Refresh your camera view by turning the camera off and on again.

Most modern routers should allow your camera to connect. If your router does not allow you to make modifications to settings, it may be incompatible.

Please ensure that:
• Both your camera and your mobile device are connected to the same Wi-Fi® network when you do setup, reset or a firmware upgrade.
• Your router has the 2.4 GHz band enabled. The camera will not work on 5 GHz networks
• Your router has DHCP enabled. This allows it to provide the necessary IP address to the camera you wish to connect (Static IP addresses are currently not supported by the app).
• Your router does not have any devices listed as blocked, including your camera. It may be that your router’s settings only allow identified devices to connect (in which case ‘MAC’ and port info may be required – see more details below) – or your router only allows a limited number of devices to connect. In general this setting can be found under: Advanced Settings > Admin > Attached devices
• There are no spaces or hidden characters at the beginning of the SSID name. For example an SSID name of “ abc123” will not allow your camera to connect, whereas “abc123” (without the space) will allow a connection.
• The SSID name of your Wi-Fi network is written in regular characters only. Special characters, and characters used in certain languages may cause problems. Please avoid using non-English characters.
• If issues persist, you may need to reboot your router, camera or both
• Ensure that there are no devices near your router or camera that could cause interference. Such devices include other Wi-Fi enabled devices, microwaves, antennas, cordless or cellular telephones, or televisions.

If required, here the details of the open ports used by the camera:
Outbound ports used:
• Port 1935 for RTMP (TCP)
• Port 80 for HTTP Command and File Upload/Download (TCP)
• Port 3478 for STUN (UDP)
• P2P Ports: Inbound and Outbound Ports >50000 (UDP)

Below we give you some indications on how to change your router settings as well as some troubleshooting tips:

Firstly, you will need to access the configuration page of your router. To do this, type any of the following into your browser’s address bar (where you’d normally enter the URL of a website):
• 192.168.0.1
• 192.168.1.1
• 192.168.2.1

If this is your first time accessing your router’s configuration page, you will be required to enter a username and a password. Usually the default credentials will be:
username: “admin”
password: “admin”
OR
username: “user”
password: “user”
OR
username: “1234”
password: “1234”

You may also want to check the label at the bottom of your router as at times the default credentials are printed there.

Having correctly entered your username and password, you will arrive at your router’s administration desk, where you will be able to change its wireless settings. To change the wireless security settings, select Wireless > Security > Encryption.

You will then have the option to select the encryption settings you’d like your router to use. For example, you can select WEP or WPA Personal encryption.

Please note that WEP encryption offers the least security and WPA2 personal encryption offers more security.

Please check the following:

• Both your camera unit and parent unit are switched on.
• Your camera unit and parent unit should be connected.
• Your parent unit or mobile device should connect to the same Wi-Fi® network that your camera unit will use.
• The camera is in pairing mode, with flashing blue and orange LEDs.
• You have selected the correct camera unit. Compare the last four characters of the camera's WIFI MAC (located on the bottom of the camera) to the camera listed in the app. See Add a camera in the Online app manual for adding it to the app.

To turn off the camera's LED:

1. Press MENU/SELECT.
2. Press ▲, ▼, ◄ or ► to scroll to General setting, and then press MENU/SELECT.
3. Press ▼ to scroll to Camera setting, and then press MENU/SELECT.
4. Press ▼ to scroll to CAM LED indication, and then press MENU/SELECT.
5. Press ▼ to scroll to Off, and then press MENU/SELECT.

VTech cares about your privacy and peace of mind. That's why we've put together a list of industry-recommended best practices to help keep your wireless connection private and your devices protected when online. We recommend you carefully review and consider complying with the following tips.

Ensure your wireless connection is secure
Before installing a device, ensure your router's wireless signal is encrypted by selecting the "WPA2-PSK with AES" setting in your router's wireless security menu.
Change default settings
Change your wireless router's default wireless network name (SSID) to something unique.
Change default passwords to unique, strong passwords. A strong password:
Is at least 10 characters long
Is complex
Does not contain dictionary words or personal information
Contains a mix of uppercase letters, lowercase letters, special characters and numbers
Keep your devices up to date
Download security patches from manufacturers as soon as they become available. This will ensure you always have the latest security updates.
If the feature is available, enable automatic updates for future releases.
Disable Universal Plug and Play (UPnP) on your router
UPnP enabled on a router can limit the effectiveness of your firewall by allowing other network devices to open inbound ports without any intervention or approval from you. A virus or other malware program could use this function to compromise security for the entire network.
For more information on wireless connections and protecting your data, please review the following resources from industry experts:

Federal Communications Commission: Wireless Connections and Bluetooth Security Tips -www.fcc.gov/consumers/guides/how-protect-yourself-online
U.S. Department of Homeland Security: Before You Connect a New Computer to the Internet - www.us-cert.gov/ncas/tips/ST15-003
Federal Trade Commission: Using IP Cameras Safely - https://www.consumer.ftc.gov/articles/0382-using-ip-cameras-safely
Wi-Fi Alliance: Discover Wi-Fi Security - http://www.wi-fi.org/discover-wi-fi/security

If you want to relocate your camera and keep using the existing Wi-Fi® network:

1. Check if the new location has good Wi-Fi® signal strength. Refer to the Test the location for the camera unit section in the Installation guide.
2. Unplug your camera from the power supply, relocate it, and then connect the camera to a power supply.
3. Check the camera view quality with your parent unit or mobile app.

-OR-

If you want to relocate your camera and use a different Wi-Fi® network:

Using the parent unit:

1. Check if the new location has good Wi-Fi® signal strength. Refer to the Test the location for the camera unit section in the Installation guide.
2. Unplug your camera from the power supply, relocate it, and then connect the camera to a power supply.
3. Press MENU/SELECT on the parent unit, and then select Network setting, then Change network & pair CAM.
4. Follow the on-screen instructions to add the camera to the parent unit.

Using the MyVTech Baby 1080p mobile app:

1. Check if the new location has good Wi-Fi® signal strength. Refer to the Test the location for the camera unit section in the Installation guide.
2. Remove the camera from your account. See Remove camera in the Online app manual.
3. Unplug your camera from the power supply, relocate it, and then connect the camera to a power supply.
4. Press MENU/SELECT on the parent unit, and then select Network setting, then Change network & pair CAM.
5. Follow the on-screen instructions to add the camera to the parent unit.
6. Run the app, and then add the camera back to your account. See Add a camera in the Online app manual.

The LED indicates one of the following statuses for your camera:

LED is solid / not blinking:

• If the LED is solid and not blinking, your camera is successfully connected to the Wi-Fi® network.

Slow blinking / flashing:

• Your camera is in setup mode. You can add the camera to your account in this mode. Once out of the box and connected to power, your camera will enter setup mode. To return your camera to setup mode at any time, press and hold the PAIR button on the bottom of the camera for several seconds until you hear a beep.
  Your camera is either connecting to the router or has lost a previously established link to the router. Please ensure that your camera is within range of the router’s Wi-Fi® signal.

LED is off and not blinking:

• Your camera likely has no power. Check to make sure your camera is connected to a powered outlet, not controlled by a wall switch.
• Your camera may have the LED disabled through the app. Check the camera settings to re-enabled the LED.

The blue LED also blinks:

• When you use the camera in combination with a handheld and the handheld is plugged in.
  When you are actively viewing from the app, the blue led will blink, but as soon as you exit the app, it will stop.
• This is different when you have background monitoring activated. In that case the blue LED continues to blink (and is alternated with the red LED).
• When viewing the camera when using the web app, the blue LED will also blink.

If you did not receive a verification e-mail when registering with the MyVTech Baby 1080p app for Android or iOS:

1. Please check your Junk or Spam folder in your e-mail for the verification e-mail.
2. If you still do not have the e-mail, please try registering with a different e-mail address.

Tip 1: The parent unit by default has the letters capitalized on the keyboard. Please remove all caps where you need to in order to put in your WiFi password correctly.

Tip 2: Is the WiFi network you are connecting to the 2.4Ghz or 5Ghz? All Vtech IP cams/baby monitors connect to the 2.4Ghz network and at times may not detect the 5Ghz network if in case you do not see your network at all.

Tip 3: Are there any special characters in your WiFi password or SSID (broadcast name) ? If so, see if you can remove all special characters from your password and try connecting to WiFi again. Once the unit is able to connect and update the software version, you will be able to connect to WiFi using a WiFi password that contains special characters

Tip 4: Do you know what the security option is set on your WiFi equipment? Our baby monitors will connect to the following security options: WPA-PSK, WPA2-PSK and the WPA-PSK[TKIP] + WPA2-PSK[AES]. We recommend WPA2-PSK with AES

Tip 5: Make sure that your router has DHCP enabled. This allows it to provide the necessary IP address to the camera you wish to connect (Static IP addresses are currently not supported by the app).

Tip 6: Keep your router clear of interference. Ensure that there are no devices near your router or camera that could cause interference. Such devices include other Wi-Fi enabled devices, microwaves, antennas, cordless or cellular telephones, or televisions.

Tip 7: Try connecting to a different home Wifi network. If it successfully connects, it may be that your router’s settings only allow identified devices to connect– or your router only allows a limited number of devices to connect.

If you are unable to access your camera from either your parent unit or "MyVtech Baby Pro "or "MyVtech Baby Plus app", try the following:

• Please check that the camera is within Wi-Fi® range. If the LED on your camera is blinking slowly, please try to move the camera closer to the router in order to establish a better Wi-Fi® range and try again.
• Please check that the camera is powered on, and the LED lights are on. Make sure the camera is not connected to a wall outlet controlled by a switch.
• Make sure your Parent Unit is connected to the same Wi-Fi network as the camera.

Browse the App Store or the Google Play® store.
Search for the mobile app with the keyword "MyVtech Baby Pro".
Download the "MyVtech Baby Pro"mobile app.