{"id":2990,"date":"2025-06-29T22:33:00","date_gmt":"2025-06-29T22:33:00","guid":{"rendered":"https:\/\/www.support.hubbleconnected.com\/?post_type=ht_kb&#038;p=2990"},"modified":"2025-07-08T16:01:21","modified_gmt":"2025-07-08T16:01:21","slug":"troubleshooting-2","status":"publish","type":"ht_kb","link":"https:\/\/www.support.hubbleconnected.com\/fr\/knowledge-base\/troubleshooting-2\/","title":{"rendered":"TROUBLESHOOTING"},"content":{"rendered":"<div class=\"lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span><strong>The camera isn\u2019t connecting to Wi-Fi. What can I do?<\/strong><\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">The setup issue can be caused by several reasons:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li class=\"has-orange-color has-text-color has-link-color wp-elements-1\">If you are getting<strong> &#8216;Setup Failed&#8217; <\/strong>message, usually it means that you either have entered an incorrect WiFi password or your WiFi signal strength is weak.&nbsp;<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Please try to set up the camera once again making sure:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Move the camera closer to the router or router to the camera.<\/li>\n\n\n\n<li>Double check your WiFi password. It should not contains special characters. If you are not sure about this, please let us know your WiFi password and we will check from our side as well.<\/li>\n\n\n\n<li>If your camera says &#8216;connecting to server&#8217;, it means the WiFi password is correct and there can be unstable internet connection issues. In this case, you may also try to restart your router and device and try to set up the camera once again.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-orange-color has-text-color has-link-color wp-elements-2 wp-block-paragraph\">2. If you are getting <strong>&#8216;Server is not responding&#8217;<\/strong> error message:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Please check your IP address at &nbsp;<a href=\"https:\/\/whatismyipaddress.com\/\">https:\/\/whatismyipaddress.com\/<\/a> and email our customer support at support@hubbleconnected.com and we will check if further. <\/p>\n\n\n\n<p class=\"has-orange-color has-text-color has-link-color wp-elements-3 wp-block-paragraph\">3. &nbsp;If you are getting <strong>&#8216;Scanning failed&#8217;<\/strong>, it usually means that the camera could not detect the QR code. Please be so kind as to try to set up the camera once again, making sure:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Hold your mobile device 15cm (6 inches) to 30 cm (12 inches) in the front of the camera.<\/li>\n\n\n\n<li>Ensure the QR code is visible and centred<\/li>\n\n\n\n<li>Keep the mobile device steady and ensure the room is well-lit.<\/li>\n\n\n\n<li>Set your phone&#8217;s brightness to the optimum level. (You can readjust it after the setup is complete).<\/li>\n\n\n\n<li>Allow 5-10 seconds for the camera to scan the QR code.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">If you still cannot setup the camera using the QR code, please proceed with the WiFi setup as an alternative.<\/p>\n\n\n\n<p class=\"has-orange-color has-text-color has-link-color wp-elements-4 wp-block-paragraph\">4. If you are getting a message about <strong>Unsupported character<\/strong> in your WiFi network, please make sure there are no special characters in your WiFi Network.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If you are not sure what special characters are not supported, you can share with our customer support team by emailing us at support@hubbleconnected.com your WiFi password and we will advise you.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You can try to change your WiFi name and password as well as create a new access point in the router and try once again.<\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span><strong>I\u2019m not receiving alerts. Why?<\/strong><\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<ul class=\"wp-block-list\">\n<li>Make sure HubbleClub notifications are enabled in your&nbsp;<strong>phone and app settings<\/strong>.<\/li>\n\n\n\n<li>Check the camera view is correctly positioned<\/li>\n\n\n\n<li>Ensure you have enabled the motion\/sound and\/or AI features in <strong>HubbleClub settings<\/strong><\/li>\n<\/ul>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span><strong>Why don\u2019t the AI features work<\/strong>?<\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<ol class=\"wp-block-list\">\n<li>Please make sure you have linked the Baby Profile in the app settings<\/li>\n<\/ol>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1015\" height=\"1024\" src=\"https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.21.26-1015x1024.png\" alt=\"\" class=\"wp-image-3000\" style=\"width:345px;height:auto\" srcset=\"https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.21.26-1015x1024.png 1015w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.21.26-297x300.png 297w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.21.26-150x150.png 150w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.21.26-768x775.png 768w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.21.26-50x50.png 50w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.21.26-12x12.png 12w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.21.26-60x60.png 60w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.21.26-100x100.png 100w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.21.26.png 1106w\" sizes=\"auto, (max-width: 1015px) 100vw, 1015px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">2. AI features can be disabled. Please make sure to enable the AI features under Camera Settings:<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"588\" src=\"https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.23.54-1024x588.png\" alt=\"\" class=\"wp-image-3001\" srcset=\"https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.23.54-1024x588.png 1024w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.23.54-300x172.png 300w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.23.54-768x441.png 768w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.23.54-50x29.png 50w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.23.54-1536x882.png 1536w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.23.54-2048x1176.png 2048w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.23.54-18x10.png 18w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.23.54-60x34.png 60w, https:\/\/www.support.hubbleconnected.com\/wp-content\/uploads\/2025\/06\/\u0421\u043d\u0438\u043c\u043e\u043a-\u044d\u043a\u0440\u0430\u043d\u0430-2025-06-30-\u0432-01.23.54-100x57.png 100w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">3. Camera angle is not in the over the crib position:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Al function works only with the bird&#8217;s eye view camera setup. Check more on  at this <a href=\"https:\/\/www.support.hubbleconnected.com\/fr\/knowledge-base\/hubble-ai-features\/#set_up_your_camera\" target=\"_blank\" rel=\"noopener\" title=\"\">link<\/a> under &#8220;How to set up your camera for accurate detection?&#8221;<\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span><strong>My baby\u2019s sleep reports are inaccurate \u2013 how do I fix this?<\/strong><\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">Please check the&nbsp;<strong><a href=\"https:\/\/www.support.hubbleconnected.com\/fr\/knowledge-base\/hubble-ai-features\/#Tips_for_accurate\" target=\"_blank\" rel=\"noopener\" title=\"\">Tips for accurate Sleep Insights<\/a><\/strong>&nbsp;in order to set your camera and crib optimally to generate accurate reports.<\/p>\n\n<\/div><\/details><\/div>\n\n<div class=\"lightweight-accordion\"><details><summary class=\"lightweight-accordion-title\"><span><strong>Why I do not receive a Cry Detection alert even when my baby is crying?<\/strong><\/span><\/summary><div class=\"lightweight-accordion-body\">\n\n<p class=\"wp-block-paragraph\">If Cry Detection Alerts are not being received, please verify the following:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Please make sure Motion Video Recording is set to Cloud.\u00a0<\/li>\n\n\n\n<li>Ensure that notification permissions are granted for the HubbleClub app on your phone.<\/li>\n\n\n\n<li>Check the motion detection sensitivity settings under Device Settings; it should be set to medium or high.<br><br><br><\/li>\n<\/ul>\n\n<\/div><\/details><\/div>\n\n\n<p class=\"wp-block-paragraph\"><\/p>","protected":false},"excerpt":{"rendered":"","protected":false},"author":9,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[85],"ht-kb-tag":[],"class_list":["post-2990","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-troubleshooting-hubble-ai-vision"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.support.hubbleconnected.com\/fr\/wp-json\/wp\/v2\/ht-kb\/2990","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.support.hubbleconnected.com\/fr\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/www.support.hubbleconnected.com\/fr\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/www.support.hubbleconnected.com\/fr\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/www.support.hubbleconnected.com\/fr\/wp-json\/wp\/v2\/comments?post=2990"}],"version-history":[{"count":0,"href":"https:\/\/www.support.hubbleconnected.com\/fr\/wp-json\/wp\/v2\/ht-kb\/2990\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.support.hubbleconnected.com\/fr\/wp-json\/wp\/v2\/media?parent=2990"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/www.support.hubbleconnected.com\/fr\/wp-json\/wp\/v2\/ht-kb-category?post=2990"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/www.support.hubbleconnected.com\/fr\/wp-json\/wp\/v2\/ht-kb-tag?post=2990"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}