Hi eufy fans,
While we are happy to know many of you have received the eufyCam, we have been getting questions about the process of setting up, operations and more. To help eufyCam users better find answers, our Product Managers and Customer Service Team have rounded up a list of eufyCam frequently-asked questions, which we’re answering here.
1. Why does HomeBase fail to install?
Make sure your smartphone and HomeBase are connected to the same wireless router, and the Wi-Fi is not isolated from the LAN.
Some houses have 2 network devices, for example one is the ISP provided Internet gateway/Modem and the other is a router purchased separately. During setup, make sure your phone is connected to the same Wi-Fi router HomeBase is connected to.
- Your phone should not be connected to the Guest Wi-Fi network. The LAN port is not dedicated for Set-Top-Box.
- HomeBase might take up to one minute to boot up. Please wait until its LED turns from red to white.
- Make sure you press and hold the SYNC button located on top of HomeBase until you hear “HomeBase is ready for setup”.
2. Why didn’t I receive an activation email after signing up?
Please check the Spam folder in your mailbox. If you cannot find it, please contact our support.
3. How do I update HomeBase’s software?
HomeBase is designed for a hassle-free user experience; it will check and update to new firmware versions (when available) when idle.
And when user installs HomeBase, the EufySecurity app will run a firmware version check automatically to ensure HomeBase is updated to the latest firmware version.
4. Can eufyCam be used outside even if the temperature is too hot or cold?
Yes. The eufyCam is operational outdoors in temperatures ranging from -4°F to 122°F (-20°C to 50°C).
If the temperature is below -4°F (-20°C), the battery’s chemistry activity is reduced, resulting in lower battery levels and shorter battery life; however eufyCam remains operational in such conditions. When the weather becomes warmer, battery life will resume to normal times.
If the temperature is higher than 122°F (50°C), eufyCam will indicate in the EufySecurity app when it is overheating and switch off automatically. Once eufyCam cools down, it will boot up and continue to run.
5. Why is the night vision video dark, and why can’t objects in the dark be seen?
If the camera is close to an obstacles, such as a wall, a lamp next to camera len, it will reflect the IR light back to the camera. Then only the object nearby shows white and the rest scene shows dark.
To fix this, try to adjust the angle and direction of the camera. Avoid the near object showing up on the camera field of view.
6. Why does eufyCam stop recording earlier than expect?
The system leverage the max recording time and the result of Human Detection to end a recording, whichever comes first.
When AI detects no human in the video for a while it will end this recording.
7. Why does the system lose some events?
eufyCam utilizes a passive infrared (PIR) sensor to detect motion from moving objects that emit body heat. Objects such as the moving bushes or leaves in breeze doesn’t emit body heat comparing to the environment, might not trigger the PIR sensor or wake up the camera.
Only moving objects that enter the PIR sensor’s detection zone will trigger eufyCam to start recording. To set a desired detection range, users can use Test Mode under Camera Settings - Motion Detection.
If eufyCam is placed behind a glass or a weatherproof box, the PIR sensor will not be able to detect moving objects. Make sure there are no obstacles or transparent materials placed in front of eufyCam.
8. Why do I receive so many false alarms?
In some case, if the Motion Detection sensitivity is set too high, the camera will detect event out of your property, resulting in excessive false alarm. To avoid it, you may lower the sensitivity.
User can use the Test Mode in Motion Detection to set the sensitivity by standing at the desired detection boundary and trying the sensitivity.
9. Why does eufyCam sometimes record the end of an event?
It’s possible that the object moved too fast or was at the edge of the detection zone. User can increase the Motion Detection sensitivity to extend the detection range. So that the event can be detected earlier.
10. Does the system work with Amazon Alexa and the Google Assistant?
Yes, the system will support Amazon Alexa and Google Assistant via OTA firmware upgrade. We expect to release Alexa support in Q1 2019.
Thank you for your questions. We will keep updating this FAQ list and we are doing everything we can to bring you a more enjoyable experiences with eufyCam. If there’re any unaddressed questions that you would like to know, please feel free to drop in the comment below. @AnkerTechnical and @AnkerSupport will be very happy to help you out.