Help - General Questions

1. General overview – how it works

BEHOME 24/7 Gateway is a stand alone system that connects to your router and delivers live video to your desktop or phone and sends alerts to your phone or email of events occurring. Cameras connect via PLC adapters and the devices are wireless. When all devices are discovered you are able to control them remotely by logging in to your remote access account.

2. Local functions – what things can I do locally

Local access grants you to reset your gateway and discover or remove devices/cameras. In addition to local access, you also receive every remote access feature on the local computer.

3. Remote functions – what things can I do remotely

You are able update your billing information, change your password and update email. You are able to create, modify, delete or execute macros and notifications. With remote access you are able to review any archived file that is saved on the server. You are able to view live video and record clips or snapshots manually.

4. What are PLCs? How do I set them up? How do they work?

PLC stands for PowerLine Connector. A PLC adapter is used to communicate between the cameras and the Gateway. The PLC adapter acts as an antenna that transfers information via electricity and exports to the web.

5. Will my mobile phone interfere with this system?

Mobile phones do not interfere with the BEHOME 24/7 Gateway

6. How much does the system cost?

We currently carry Starter Bundles for $249.

7. How secure is the system?

BEHOME 24/7 system is protected by a username and password. The data is stored on a secure server.

8. Do all kits require a monthly service plan to access and use?

Yes all gateways are access through our secure central server with storage plans of 50MB and 250G.

9. How can I avoid running out of disk space

The Event Archive in your remote account stores all of the captured snapshots, video clips and other events. The standard amount of space you have available for this storage is 50 MByte. If you need more storage space, you can purchase a 250 MByte Disk Storage upgrade. Just go to the Account Setting/Billing tab.

When the archive fills up, the system will no longer be able to store additional items. The system will not automatically delete items. It is your responsibility to manage the archive, by selecting “Event Archive” in your remote account. There, you can delete unneeded items in order to free up space.

Different types of events take up varying amounts of storage. Video clips take the most space, followed by snapshots, and then simple notification events. If you are short of space, try deleting some unneeded video clips first. You can also set the video clip length to the lowest duration that meets your needs. Setting a longer quiet period for motion detection will cut down the number of events, as well.

10. Where are my captured pictures and video clips stored?

All captured video clips and snapshots are stored on the MyBeHome Remote Monitor server. If you need to get a copy of an image or clip, you just select the Event Archive page in the remote account, pick an item and click on “Download” to get a copy of the item on to your computer.

11. Can I get a copy of a saved snapshot on my computer for printing?

Yes, go to the Event Archive page in your remote account, and click on an item to select it. On the item view page select “Download” to transfer the file to your computer. The file is a .jpg image that you can view or print using a variety of PC applications.

12. I got an e-mail notification that says my credit card is expiring. What do I do?

This is a warning that you may receive about a month before your credit card is about to expire. To insure uninterrupted operation, go to the Account Setting/Billing page in your remote account. Near the bottom of the page, there are fields for credit card information. Enter the credit card number and the new expiration date, and click submit.

13. Can I share pictures/video clips with others?

Yes, you can share pictures and video clips with others by sending an “Invitation”. This takes the form of an e-mail that you send, which contains a link to the items you wish to share. Here’s how to do it: a. Go to the Event Archive page in your remote account.
b. You can only share items that are in a user created folder, not the in-box,. so if you don’t have any folders defined, create one now by specifying a name and pressing “Go”
c. Click the checkbox on all of the items you wish to share, select the folder, and click “Move”
d. Enter the folder by clicking on its name.
e. Click “Send Invite”.
f. On the invitation page enter the e-mail address . If you frequently send invitations to the same addresses you can set these up in advance under Account Settings/Contacts.
g. Enter a message and a subject and click “Send Invitation”

14. How do I get notified when an event occurs?

You can set macros (Device Overview > Macros) to send an email or text message to your phone or you can create notifications under (Device Overview > Notifications).

15. How can I get more storage for my pictures/video clips?

If you find that you are frequently running out of storage space, you can purchase an upgrade that will provide 250 Mbytes of storage instead of the standard 50 Mbytes. To purchase this option, Go to the Account Settings/Billing page. Select the option near the top of the page and press “Submit”. You monthly billing will be adjusted automatically.

16. I got an e-mail notification that says I am out of disk space. What do I do?

Log on to your remote account and clear out unnecessary or old events that you don’t need. When you are logged in, visit the “ARCHIVES” button and review and delete old notifications or videos and snapshots.

17. I have a summer home. Can I use the same remote account with two gateways?

Yes, we can attach multiple gateways to one username.

18. Does BeHome 24/7 have access to my saved snapshots and video clip?

No, BeHome 24/7 does not have access to your snapshots or notifications, only the user.

19. How many video clips/snapshots can I save before running out of space?

The length, quality and storage capacity will vary the amount of videos. For a 50 megabyte system about 30-50 video clips can be taken before the disk space is full.
A 250 megabyte system will provide 150-240 videos.

20. Can I set the system to record video continuously?

Our cameras are motion sensory. You do not get a 24 hour recording. You can set your camera to record clips whenever motion sensors are triggered in a 24 hour span. Our DVR can be set to record events for 24/7 for 30 days continuously and can be added to any system.

21. How long do the batteries last in the sensors?

The batteries last about 4-6 months on our devices.

22. Can I use rechargeable batteries in a sensor?

Yes, rechargeable batteries will work with the sensors.

23. Does the system tie up my regular phone line?

The BEHOME 24/7 system is connected to a DSL/Cable connection. Phone lines are not necessary to have the gateway working.

24. Do I need a high speed internet connection? How fast?

Highspeed internet access with a router is required for this system. The BEHOME 24/7 Gateway supports any DSL, Cable or T1 connection. We currently do not support Satellite, Dial-in DSL or a 56K modem connection.

25. What other equipment do I need to set up the gateway?

Your location of monitoring requires a Windows operating computer onsite for a first time installation, a high-speed internet connection and a router. Everything else is included in any starter bundle.

26. I lost the password to my remote account. What do I do now?

Please use the 'Forgot Password?' feature on the log-in page, or you may call us or email us.

27. The icon for one of my devices on the Monitor page turned red. What does it mean?

The red icon on your device page means that your device was discovered and it is ready to be armed or disarmed for notifications.

28. The REM light on the front panel turned red. Is this serious? What should I do?

When the REM light is red that means one of more of your devices is either powered of line or your gateway lost an internet connection. To retrieve an internet connection with the gateway, check to make sure the wires are connected to the router and the port light is lit. To check your devices for inactivity, log on to your remote account and see which device is offline and rediscover it.

29. If I am monitoring my house in a different time zone, which time will be used to trigger events in macros?

The triggered events will be timed for the time zone where the BEHOME 24/7 Gateway is located.

30. Can I use a laptop computer to control the gateway?

Yes, laptops work fine with the BeHome 24/7 Gateway, as long as they are connected to your home network via a router.

31. Can I record audio along with the video?

Unfortunately our cameras do not have audio at this time.

32. Will the system still work if I cancel my remote account?

You will not be able to access the system without an active username and password; hence the system will not work.

33. Can I send notifications to more than one e-mail address?

Yes. You can send notifications up to 5 email addresses

34. Since the Gateway doesn’t have a CD drive, how can I get software updates?

Software updates are handled automatically. As long as the Gateway is connected to the internet, updates are installed when they are available

35. Can I change the password on my remote account?

Yes. Simply go to the Account Setting page on the remote account. Enter the new password in both of the fields (password and re-type password) and click submit. If you lose your password, just click on the “Forgot Password” link on the log-in page “www.MyBeHome247.com”

36. I’m moving to a new house. What do I need to do, if anything?

When you move your BEHOME 24/7 Gateway to a new location we do not need to be notified. However, you will want to make sure you have an established internet connection and a working router at the location of your new set-up.

37. I no longer use the e-mail address that I used when setting up the account. How can I update it?

You can go to your Account Settings page and update the account yourself. Or, if you are unable to access the account you may call us and we will update the account for you.

38. One of my sensors went dead. How do I replace it?

You can first try to replace the batteries and rediscover it. If the sensor becomes defective you may call us or send us an email to us and we will replace it for you.

39. Can I put my camera outdoors?

The cameras are weather resistant and they are very durable. However, we suggest some sort of covering to keep the cameras from excessive rain or heat. Some ideas would include; under a roof skirt, or a porch.

40. Can the cameras work in low light situations?

Our cameras will work under low lighting, but they are not night cameras.

41. If the batteries go dead in a sensor, will the rest of the system continue to operate?

Yes, the system will operate whether or not one device is offline.

42. Can I monitor water temperature with the temp sensor?

Yes, you can monitor the temperature of water with a temperature sensor.

43. How long is the gateway warrantee period? What about the sensors?

We give lifetime technical support for the entire product that includes cameras, devices and gateway. The warranty of exchange is limited to 1 year for defective and broken products.

44. I’m using Firefox for my default browser. Is that OK?

Firefox (version 1.0 and later)is fully supported by the BeHome 24/7 Gateway, as is Netscape 8.1 and later and Internet Explorer 5.5 and later.

45. Is the system compatible with the Apple Macintosh?

Yes

46. What is the file format for the saved snapshots and video clips?

The file format for the snapshots is JPEG and video clips are in QuickTime.

47. Why would I want to remove the gateway from the remote account?

You may want to remove the gateway only if you need to do a fresh registration or you have a replacement gateway that will take over the old one.

48. Does the motion sensor work through windows?

Motion sensor will work through some windows. The single pane window will allow motion to be sensed but a double pane will not sense the motion.

49. Where can I purchase additional cameras and sensors?

You may purchase additional cameras by calling us at 888-641-7094 or visiting us on our homepage at www.BeHome247.com.