FAQ – Frequently Asked Questions

SECURE WATCH MOBILE

  • What you need before you get started (System Requirements)
    • An iOS mobile device, software version 8.1 or higher or
    • An Android mobile device, running software version 4.4 KitKat or higher
    • A valid email address for registration
      Important: You will need a valid email in the event of a password reset, for communication with us regarding any issues, and for confirmation of your account you will also need the owner’s email address.
    • A 2.4 Ghz Wi-Fi network (SSID name and password) and high-speed Internet connection (DSL, Cable, Fiber) with a minimum 2 Mbit/sec upload speed.
  • Does Secure Watch have privacy features?
    • Yes, You can switch your SMC Networks camera off whenever you need privacy.  This feature is useful if you share camera access with others in the User Management setting.  To switch the camera on or off navigate to the “more…” tab.  Tap on the camera icon you would like to change under CAMERA SETTINGS. Slide the toggle button to the left for “Off” (No Green). Slide the toggle button to the right to “On” (Green).  Be sure to tap “Apply” when your setting is complete.
    • When a camera is switched to the “Off” position all user, that had previously been granted access to an “On” camera, will now see a warning message “Access Denied”.
  • How do I change the video quality?
    • The Secure Watch application allows you to change the HD video resolution for all camera models.  This will change the resolution for the live video and for any future cloud recordings.  To change the HD resolution to 720p or 1080p navigate to the “more…” tab. Tap on the camera icon you would like to change under CAMERA SETTINGS.  Under VIDEO tap on the resolution row.  Select 720p and the button will turn “Blue” and the Resolution will change to 720p.  Select 1080p and the button will turn “Blue” and the Resolution will change to 1080p. Be sure to tap “Apply” when your setting is complete.  Note: Video at 1080p is ideal for sharp, high-quality video at approximately 1.2Mbps.   Video at 720p provides a good balance between quality and internet bandwidth usage at approximately 300 kbps (Max 1.2Mbps).
  • What is the typical setup for a wireless camera using the Secure Watch app (SMC2030W-H Camera)?
    1. Before you begin, make sure that the camera is in a new condition. If the unit has been registered with SMC Secure Watch service before, make sure to perform ‘remove camera’ in the camera setting page. For details, refer to the app viewer manual.
    2. Power on the device with the USB power adapter provided for the camera (Only). Wait for two minutes so that the camera is ready. When the camera is ready, the LED flashes slow in green, indicating the camera is waiting for WiFi connection to be established. If the LED does not flash slowly in green, reset the camera by pressing the reset button behind the unit for more than 8 seconds until the LED colors in solid red, and then wait until the LED flashes slowly in green. It takes about 30 seconds.
    3. Connect your smartphone to your WiFi network. During the installation stage, make sure that your smartphone is connected to the same 2.4 GHz WiFi network that you wish to use for connecting the camera. For normal use later, you can use either 5 GHz or 2.4 GHz WiFi network freely for your smartphone.  Be sure to place the camera close by the Wi-Fi network router during installation to assure the camera is within the Wi-Fi range.
    4. Search “Secure Watch” in the iOS or Android market. Download and install the app.
    5. Open the app (take iOS as an example), tap <Sign in> to log in. Or tap <register> for first-time use.
    6. Tap <Register> to create a new user account. After creating a user account, you must confirm it from your email account.
    7. Enter the user account id (the email address) and the password to use the Secure Watch service.
    8. Once the sign-in is completed successfully, the following <Camera List> page will be displayed.
    9. To register a camera to use, Tap <+> in the <Camera List> page.
    10. Scan the QR Code attached to the camera. If the camera is out of focus, touch the display once.
    11. Alternatively, you can enter the serial number of the camera manually.
    12. Select the type of the camera to register as Wireless. Then, the SSID is automatically populated with the SSID of the WiFi network that the smartphone is connected to. Enter the password of this WiFi network.
    13. Tap <Start Registration>. You will hear a “yoohoo” chime. This is normal since the app is performing audio registration to set up the camera’s WiFi connection. Bring your smartphone close to your camera, face the smartphone’s speaker toward the camera’s microphone, and ensure that the environment is not noisy. If necessary, adjust your phone volume to high. The registration takes up to 2 minutes to complete.
    14. Enter the camera name and selects the time zone that the camera is located at.
    15. Tap <Complete Registration>.
    16. When the camera registration is completed, the camera will appear at the Camera List page with a default camera icon. Within one minute, the recording will begin.
    17. After your camera appears in the Camera List page, make sure your camera has the latest firmware installed. Please select the “More” tab, and then tap “Camera Firmware”. If the “Upgrade” button is in blue text, press the button to begin the firmware upgrade. The upgrade firmware process will take approximately 2 minutes to complete.
    18. Tap a camera that you wish to watch, and the video stream will appear.
    19. To further adjust the camera, please refer to the ‘More’ tab located at the bottom of the app.
  • What is the typical setup for a wired camera using the Secure Watch app (SMC2010P-B Camera, SMC2010P-D Camera, SMC2020P-D-AS Camera)?
    1. Before you begin, make sure that the camera is in a new condition. If the unit has been registered with SMC Secure Watch service before, make sure to perform ‘remove camera’ in the camera setting page. For details, refer to the app viewer manual.
    2. Power on the camera with power adapter or PoE (Power over Ethernet). Wait for two minutes so that the camera is ready.
    3. Connect your smartphone to the local network that the camera that you wish to install is connected to.
    4. Search “Secure Watch” in the iOS or Android market. Download and install the app.
    5. Open the app (take iOS as an example), tap <Sign in> to log in. Or tap <register> for first-time use.
    6. Tap <Register> to create a new user account. After creating a user account, you must confirm it from your email account.
    7. Enter the user account id (the email address) and the password to use the Secure Watch service.
    8. Once the sign-in is completed successfully, the following <Camera List> will be displayed.
    9. To register a camera to use, Tap <+>.
    10. Select the type of the camera to register as Wired.
    11. Scan the QR Code attached to the camera. If the camera is out of focus, touch the display once.
    12. Alternatively, you can enter the serial number of the camera manually.
    13. Tap <Start Registration>.
    14. Enter the camera name and selects the time zone that the camera is located at.
    15. Tap <Complete Registration>.
    16. When the camera registration is completed, the camera will appear at the Camera List page with a default camera icon. Within one minute, the recording will begin.
    17. After your camera appears in the Camera List page, make sure your camera has the latest firmware installed. Please select the “More” tab, and then tap “Camera Firmware”. If the “Upgrade” button is in blue text, press the button to begin the firmware upgrade. The upgrade firmware process will take approximately 2 minutes to complete.
    18. Tap a camera that you wish to watch and the video stream will appear.
    19. To further adjust the camera, please refer to the camera settings under the ‘More’ tab located at the bottom of the app.
  • How do I mount my SMC camera?
    • First, make sure the installation surface can support, at a minimum, 3 times the weight of the camera and the bracket.
    • Depending on the wall surface, a small hole might be needed or a drilled hole is recommended for installation (wall or ceiling).
    • Open accessories bag, take out expansion bolt and insert it into the hole you just drilled.
    • Take out installation screws. Tighten the screws to fix the device on the installation surface. You can move device sunshade back and forth. When you have fixed the device, you must tighten the screws on the sunshade.
    • Plug external wiring of the device properly.
    • Use the cross screwdriver (in accessories bag) to loosen adjusting screw.
    • Adjust the device in all possible directions, and set its monitoring direction according to the requirements.
    • Use a cross screwdriver to tighten the adjusting screws.
    • For additional details please see the quick start guide that is packaged with your camera. 
  • How do you create video clips?
    • Users can create a video clip from the recorded video. Created video clips can be downloaded to the user’s smartphone or shared with others.
    • To create a video clip, tap the icon that resembles a zipper at the bottom right of the camera’s video stream, then tap <Create Clip>.
    • Adjust the time interval of the video clip that you wish to create.
    • Select the type of video clip among normal, time-lapse, and event-lapse.
    • Tap <Start> to start the creation of the video clip.
    • To see the video clip list that you wish to download or share, tap <View Clips> after tapping the icon that resembles a zipper at the bottom right of the camera’s video stream.
    • Tap <> to download the selected video clip.
    • Once downloading is completed, the download icon to change to have an arrow pointing up.
    • Tap the thumbnail of the video clip to view it.
    • Tap the new download button (with the up arrow) to share the video clips with others, then select a method to share the video clip. 
  • How do you create a manager or user?
    • A ‘User’ user can watch live video and recorded video.
    • A ‘Manager’ user can watch live video and recorded video, plus he or she can create, download, and share video clips.
    • To create a ‘Manger’ or ‘User’, tap <More> at the bottom right, then <User Management>.
    • Tap <+> to create an account for a new ‘Manger’ or a new ‘User’. Enter the username and its password. Username can contain alphanumeric characters and  < . > Select the type of the user (‘Manager’ or ‘User’).
    • To remove a user account, press its username for a few seconds, then tap the pop-up 
  • Can I talk to my camera device? (Speaker and Microphone not available on all camera models)
    • Yes, if your camera has a speaker or microphone.   Secure Watch has a viewer mic feature that enables the user to send his or her voice to the camera. Once you’ve selected the camera you wish to talk to, tap the microphone icon and start talking. When you have finished talking, tap the microphone icon again to stop the viewer mic. If you wish to hear the camera tap the speaker icon.
  • Can you alert on sound?
    • Start by selecting the ‘More’ tab at the bottom right of the app, then scroll down to the Camera Settings menu. Tap a camera that you wish to manage in the Camera Settings menu. Scroll down to the Event section of the camera’s settings and tap ‘Sound’. This enables or disables the audio of the camera. From here, you can turn sound alerts on or off. The user can control the microphone volume and the speaker volume of the camera. 
  • Will Secure Watch work with other IP cameras?
    • No, Secure Watch will only work with SMC Networks HD IP cameras.
  •  Can I use other USB power supplies?
    • For installation please use the power supply that came with the camera.  Once the camera is registered and connected then you may switch the camera to a USB power supplies that outputs 5V – 1000mA.
  • How much space does Secure Watch take on my phone?
    • Secure Watch takes up 24.7MB
  • How can I watch my recorded footage?
    • Start by selecting the camera you wish to watch recorded footage from. By tapping the calendar icon, you can select the date of the event or recorded footage that you wish to watch. By sliding the timeline left and right, you can select the time you wish to watch recorded footage from on that date. By tapping the timeline, and then tapping the image that appears above the timeline, you can select the recorded footage or event from that date that you wish to watch. By tapping the previous event icon, the left-most icon below the timeline, you can watch the previous event footage. By tapping the fast backward icon, you can watch the recorded footage in the backward fast-play mode. By tapping pause or play, you can stop or resume the play of the recorded footage. By tapping the fast forward icon, you can watch the recorded footage in the fast-play mode. By tapping the next event icon, you can watch the next event footage. By tapping the live view icon, the right-most icon below the timeline, you can watch the live video stream from that camera.
  • How does the camera mark event video?
    • When the camera detects movement or sound, a 5-second video of that event is tagged in the timeline with RED and the video is saved in the cloud. If the movement continues and the system has not been changed to “Away” in My Account, the camera will tag 5 more seconds of event video for each motion and sound event. We provide a complete camera video recordings based on your service plan. When the service plan recordings limit is exceeded (ex. 10 days), the oldest video is removed to allow for the latest video to be recorded.
  • Can I receive notifications when my camera has a low battery or has gone offline?
    • If your camera has lost power or gone offline, you will receive one notification to inform you that your camera has gone offline. You will not receive any notifications while the camera is offline. If the camera regains power or is back online, you will receive one notification informing you that your camera is back online.
  • How do I use digital zoom?
    • The digital zoom feature allows you to zoom in on the surveillance area while viewing both live streaming video and recorded video footage. To use digital zoom, tap on a camera in the Camera List to connect to the live video stream. You can use digital zoom in both portrait and landscape mode. Pinch outwards to zoom in. Pinch inwards to zoom out. While zoomed in, you can drag to pan across the image. Double tap the screen to return to full-screen viewing.
  • How can I capture an image?
    • In order to capture an image while using Secure Watch on an iOS device, take a screenshot. To do this, press and hold the “Sleep/Wake” button and then simultaneously press the “Home” button. Once a screenshot is captured, it will be automatically saved to your device’s Camera Roll.
  • How can I control night vision?
    • The default night vision setting for SMC Networks HD IP cameras is auto. If you would like to change this setting using Secure Watch, first click on the ‘More’ tab located at the bottom right of the screen. From there, scroll down to the ‘Camera Settings’ section and click on the camera you would like to change the night vision setting for. Scroll down and click on ‘Night Vision’, and then select whether you would like the night vision setting to be ‘Off’, ‘Auto’, or ‘Always on’. To apply the change, click on ‘Apply’ in the upper right-hand corner of the screen. A notification will appear telling you that your camera setting has been changed successfully.
  • How to change the Wi-Fi SSID using the Secure Watch app (SMC2030W-H Camera)?
    • 1. Connect your smartphone to your Wi-Fi network router. Make sure that your smartphone is connected to the same 2.4 GHz Wi-Fi network that you wish to use for connecting the camera. For normal use later, you can use either 5 GHz or 2.4 GHz Wi-Fi network freely for your smartphone. Be sure to place the camera close by the Wi-Fi network router you wish to change to assure the camera is within the Wi-Fi range.
      2. Open Secure Watch Mobile, please confirm the device is showing an online status in the camera list.
      3. Tap < More > then open the camera settings of the wireless camera you wish to change.
      4. Tap <SSID Field> a warning will appear to confirm step #1.
      5. Press and hold the reset button for 8 seconds. The camera’s LED will begin its sequence with solid red, flashing red, orange and then wait until the LED flashes slowly in green. It takes about 30 seconds.
      6. Then, the SSID is automatically populated with the SSID of the Wi-Fi network that the smartphone is connected to. Enter the password of this Wi-Fi network.
      7. Tap <Apply>. You will hear a “yoohoo” chime. This is normal since the app is performing audio registration to set up the camera’s Wi-Fi connection. Bring your smartphone close to your camera, face the smartphone’s speaker toward the camera’s microphone, and ensure that the environment is not noisy. If necessary, adjust your phone volume to high. The registration takes up to 2 minutes to complete. You will see several messages that guide your change.
      8. When your change is successful you see a message “Camera Wi-Fi setup has changed successfully” Tap <OK>
      9. The camera will appear at the Camera List page. Within two minutes, and the recording will begin.
  • Why am I having trouble viewing the live camera streamed video?
    • If the video stutters or skips, or if your app is frequently stuck on the spinning pinwheel “Connecting to camera”, this may be attributed to issues related to your home’s the Wi-Fi signal, the smartphones Wi-fi signal or internet connection quality.
    • Move the camera or smartphone to within 15 feet of the Wi-Fi router. Make sure there are minimal obstructions in the line of sight between the camera and Wi-Fi router that may interfere and reduce the Wi-Fi signal strength.
    • If the issue still continues,  please make sure your home network meets our recommended internet bandwidth speeds. For each camera, the recommended speed is 1 Mb/s upload at 1080p. You can check your internet speed here on a PC and on your smartphone: http://www.speedtest.net/ or through your internet service provider.
    • Try to reconnect the SMC2030W-H camera back to your Wi-Fi network using the steps above in “How to change the Wi-Fi SSID using the Secure Watch app (SMC2030W-H Camera)?” or see “Unable to update camera’s firmware?”
    • Try changing your smartphone to a Wi-Fi connection or finding an area with better cellular data signal strength usually indicated with bars.
  • Unable to update camera’s firmware from the settings page Camera Firmware?
    • Please go through the following checklist to ensure the camera can successfully update its firmware:
      1. Ensure your camera Upgrade button is “Blue Text” and ready a new firmware.
      2. Make sure the Smartphone and camera are both connected to the same Wi-Fi network.
      3. Ensure the camera is connected to your Wi-Fi network.  For the SMC2030W-H, the LED is constant green. For all POE cameras make sure the ethernet cable is connected.  If the ethernet cable is not visible cover the camera lens and listen for the IR LED light to come on with a “tick” sound.  This confirms power is to the camera.
      4.  Ensure your parental control and firewall settings are not excessively high. Please try temporarily lowering these settings when updating the firmware.
      5. Ensure no “Isolation” settings, or “Wireless Isolation” is disabled in your router settings. This name varies for each router make/model. This setting prevents devices on the same Wi-Fi network from “talking” with one another.
      6. Ensure your phone and the SMC2030W-H camera are connected to the same Wi-Fi network. Newer router’s now have at least 2 networks, a 2.4 GHz network, and a 5 GHz network.
      7. There may also be a chance both networks have the same exact name, making it difficult to discern which network your phone’s actually connected to, the 5 GHz or 2.4 GHz network. Your smartphone may be connected to the 5 GHz and may have trouble sending data to the SMC Camera, which is connected to the 2.4 GHz network or a LAN switch.
        • Note: One way to make sure your smartphones connected to the 2.4 GHz network is by providing a unique name for each Wi-Fi router. For example, your 2.4 GHz network is named “IgniteNet”, and your 5 GHz network is named “IgniteNet 5 GHz”. This way, you know exactly which network your smartphones connected to.  
  • How to update your thumbnail?
    • Secure Watch will display a thumbnail in the Camera List as a preview for each camera. These thumbnails can be updated for each camera by tapping the thumbnail button and allowing the Live camera preview window to display a new image. Your thumbnail will change to black and white if the IR light is on when the live camera is accessed at night.
  • How can I change my password?
    • In order to change your password, first, click on the ‘More’ tab located at the bottom right of the screen. From there, select ‘My Account’, and then click on ‘Password’. Type in your old password, and then type in and confirm your new password. Once you have done this, click ‘Save’ in the upper right-hand corner of the screen.

SMC Networks HD IP Cameras

  • Can SMC Networks Cameras be wall-mounted?
    • Yes, Our Cameras all have a wall-mount base and come with expansion bolts and installation screws.  The SMC2030W-H has a magnetic base for steel surfaces, such as office cabinets.  The SMC 2010 and SMC 2020 models also have pole mount accessories. Video Camera settings have two settings for wall or ceiling, Video Flip and Video Rotate should be in the green position for upside down camera mounting (ceiling)   Send an email to customer.service@smc.com for more information.

 

  • What type of micro SD memory card should be used?
    • We prefer you use a ultra high-speed memory card  UHS-1 from 8~128GB.   This type of memory captures video two times faster than previous types.  SD memory cards should be formatted as FAT32.

SMC Networks NEWS 

  • 11/7/2016 – NEW RELEASE!  Version 1.0 (iOS) and Version 1.0 (Android)
    • Strengthened system performance and added server redundancy to minimize server downtime.
    • Strengthened security by adding end to end video encryption on video transmission and stored video.
    • Added supporting audio on exported video clips.
    • Password recovery for managers and user-level accounts.

 


 

If you have any other question please visit our support page or contact us at Customer.Service@smc.com