Videos are slow or lag

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