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Help - Troubleshooting

Please see below for our troubleshooting help topics. Use the navbar above to browse more categories.

1. What are repeaters for? How do I use them?

Repeaters can help extend the range of the wireless sensors. If you are having communication problems with one or more wireless devices, place the repeater about halfway between the gateway and the device, and plug it into the nearest outlet. The repeater will monitor the wireless network communication and retransmit information as needed.

2. I can’t add a sensor device!

Sensors are added on the discovery page of your Remote Access account. Please be sure that all power/batteries are working and the device is powered. Once you are on your discovery page click the ‘START DISCOVERY’ button and locate and press on the discovery button on your device. The process does not usually take more then a minute.

3. I can’t register the gateway with my remote account

Please check your computer to make sure you have internet access. Make sure that your BEHOME 24/7 Gateway is powered on and is connected to one of the router ports. If everything is connected and powered on, then try to reset the gateway.

4. How far away can I locate my cameras from the gateway?

The maximum distance between a camera and the router is 200 ft. This is a limitation of standard Ethernet twisted pair cabling and is not a limitation of the gateway or the camera. If you need more distance, you can add a network hub or switch to your network to extend the cable length..

5. How do I set up the gateway?

To set up your gateway you will need to make sure you have the power adapter and a CAT5 Ethernet wire (all provided with Starter Kit). Connect the gateway to the power and connect the Ethernet wire to have one end going to the router and the other end going to the gateway. When you successfully connected all the wires, you can log on using a username and password and register your gateway on the Account Settings page under the “Discovery” tab.

6. 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.

7. 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.

8. 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.

9. One of my sensors is having trouble communicating with the gateway. What can I do?

You may check to see if the sensor is too far from the gateway, the battery might be dying or you may just simply rediscover the sensor again.

10. What does the “QOS” column in the device list mean?

QOS stands for Quality of Service. QOS is used in strength of signal in PLC adapters and the gateway.

11. I accidentally disconnected the power from the gateway. Do I have to re-install or just plug it back in?

We do not offer anything to install with the BEHOME 24/7 Gateway. Simply plug the camera back to the power and it will reinstate its own connection with your remote access account.

12. I don’t see video from one of my cameras anymore. How do I get it back?

Try unplugging the camera for a minute and reconnect it for a soft reset. If this will fail try re-discovering the device with a hard factory reset.

13. The “Link” light on the front panel is off. What should I do?

This indicates that the gateway network cable has no connection to the router. Check the cables.

14. The “Status” light on the front panel is yellow or red. What should I do?

When the Status light is amber or red that means that you have one or more devices that might have a missing PLC adapter on one end, a very weak connection or power is going through an extension cord or power strip. Please check that all of the wiring is connected into a direct wall outlet and that the cameras and devices are located within 200 feet of the gateway.

15. There are no lights on the front panel lit. What happened?

This means that the Gateway has no electrical power. Check that the AC adapter is plugged into a working outlet and the power cable from the adapter is still plugged into the gateway.

16. The light on my camera is off, and the camera is not working. What should I do?

This indicates the camera has no electrical power. The AC adapter was probably removed from the outlet, or the power cable was removed from the camera.

17. I can’t see video from one of my cameras. The light on the camera is red. How can I fix this?

The red light indicates that the camera is in privacy mode. Press the “Privacy” button on the front of the camera and it should resume normal operation.

18. The light on the front of the camera is flashing green. What does this mean?

This means that the camera powered up Ok, but it was not able to get a network address from the DHCP server (usually your router). The most common cause is that there is no connection between your camera and the router. Check the cabling.

19. Why do I need a router? How many ports do I need?

A router is required for the BEHOME 24/7 system because you need at least 3 open ports for your system to work. You will need 1 port for the computer, 1 port for the Gateway and at least 1 port for a PLC adapter. If you chose to hardwire your cameras, then you will need more ports (depending on the amount of cameras you are connecting).

20. The video light on the front of the gateway is blinking. Is this OK?

This is normal operation. The light blinks when a camera is in use.

21. 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

22. In the network settings page, what is DHCP and what will happen if I disable it?

DHCP is the method through which your network devices are set up automatically. The DHCP server is usually your network router. There are cases where the local network is so complicated that the automatic settings do not work properly. In those cases, a network administrator will set the network parameters manually. You must be very knowledgeable of computer networks to do this. The automatic settings will work for the vast majority of cases. Do not change the network settings unless you are sure of what you are doing.

23. Is there any special procedure for replacing batteries in the sensors?

No, just open the bottom of your sensor and remove the battery then replace the battery with new battery and close the sensor.

24. How do I do port forwarding?

Port forwarding is not required to see live video. If you chose to forward your ports to Port 80 or to Port 2047 please visit http://www.portforward.com/routers.htm . The webpage will provide you with a list of brands and routers. Please find the router brand and model you own. After picking a router you will be taken to a page that includes walkthrough’s for different applications, please find the application. After finding the application, you will be taken to a page that will give you step by step instructions on forwarding your ports.