Firmware
If you have a Reveal X 2.0 that is flashing a green working light. What is the fix if they have the D701 FW
RMA for reflash
If I have my Ultra and want to use Live View and instant settings with pics and videos, what would be my best battery setup?
My Gen 1 camera is not sending motion photos, but will send Test photos only.
What is your first steps?
Confirm firmware →If no firmware: proceed to the next step.
If AB04/B506: Camera is not a test pic camera.
Change image size in the camera’s on-screen menu and reboot the camera.
If image size saved - check SD compatibility and signal - provide B506 FW update.
If image size reverted - provide trade-in info.
If the camera is not confirmed as a test pic cam, review the check in files for error codes.
If all troubleshooting fails, offer upgrade options.
My Camera has a flashing red signal light. What is going on?
What are your first steps, and what is the fix? What if you can't get it fixed? Then what?
Confirm SIM active in AP
Instruct CX to remove the SIM card, wipe it down and blow out the SIM port. Confirm CX feels a click on their fingertip when reinserting the card to verify seating. Retest for signal.
If still not getting a signal - SIM failure is likely - Ship only RMA for SIM card.
IF you have an XB/Sk that shows the wrong Date and time, what do you do?
XB/SK date and time FW
Wide open hay field, a constant trigger for deer. Highway, what are my best options?
V2 solar panel, folding solar panel, lithium pack.
MY camera will not power on what is going on? What are you gonna check first?
Replace batteries with new or alternate battery types.
Remove SD card from camera and attempt to power on.
Inspect for damage. Request photos of the camera (battery compartment, USB port).
If damage is visible, recommend cleaning where appropriate or offer upgrade options.
If NO damage is visible and still won’t power on - offer upgrade options
My camera keeps sending me non-stop photos. What do I do?
What are your first steps?
Reduce sensitivity levels on camera
Review placement of camera and diagnostic photos
Inspect fresnel lens - request photos of fresnel lens
Instruct CX to perform a cabinet test. With camera on, place camera into a dark cabinet facing the rear of the cabinet. Monitor app to see if the camera continues taking photos.
If the camera continues taking non-stop photos - offer upgrade options for OOW, RMA if UW.
Where is the Firmware on an Xpro? How do you get to the Firmware?
Power on your camera
Hit the Right Arrow on the main screen to get to Settings
Use the Down arrow until you highlight Camera Info
Hit Enter
Press and hold the RIGHT arrow for 10 seconds, and keep holding, and it will show the firmware version.
Using instant settings with Pic+video on 3.0, getting about 200 photos a day. What is one of our battery options to fix this issue today?
Battery belt, Folding panel, v2 panel, lithium pack.
My camera is showing a wrong date and time. What in the world is going on?
What are you gonna try first?
Check to see if on automatic time change or manual in camera’s menu
If set to manual, adjust to automatic and allow for check in to update. Check in may take up to 24 hours.
If set to automatic, reboot the camera and wait for check in to see if the issue is resolved.
If time change is not corrected - reboot camera and allow for check in to update. Check in may take up to 24 hours.
If all troubleshooting fails - RMA or offer upgrade options
My Red status light came on this camera. How do I fix it?
What are your steps? What if that dont work?
If present when taking a test photo, retake test photo
If light still flashing - format/replace SD card
If still unresolved after format/replace SD - offer upgrade options.
Solid
Perform firmware update - send CX Reveal X Optional FW Upgrade macro.
If unresolved after FW update - RMA for Red Status Light or offer upgrade options.
How do you find the Firmware on all non-screen model cameras?
Camera Setup Mode: Put your Reveal camera into Setup mode. The Wi-Fi light on your camera should be flashing blue, indicating it's in pairing mode.
Pro 3 Users: You'll also see the Wi-Fi symbol flashing on your camera's screen.
Open App & Connect:
Open the Reveal app.
Tap the Camera icon at the bottom of the screen.
Tap the WiFi icon in the top right of the app screen.
Follow On-Screen Prompts: Complete the connection by following the instructions displayed in the app.
What are the best options for open field situations?
Folding solar panel, v2 panel & lithium pack
Hey, my camera started taking pink photos, and I can't get it to stop and go back to normal.
What are you gonna do? what is the next steps if that fails?
Tap on the side of the camera to free the stuck filter and retest the camera by prompting for triggered photos.
If pink photos are still showing and tap doesn’t resolve the issue - offer upgrade options.
If Black/white photos are showing - bring the camera to an open area and make sure the camera is not in a security box and retest. Confirm photos not occurring during transition times, dawn or dusk.
If issues persist - offer upgrade options
My camera is showing a red solid signal. What did I do wrong?
What are your steps? What do you do when that dont work
Confirm SIM active in AP
Instruct CX to try for signal in a different location
Verify coverage maps to confirm CX is in area covered by a cellular network:
If not covered by a cellular network - offer upgrade options.
Confirm the antenna is finger tight, not loose or overtight.
If the antenna is loose - tighten antenna and retry for signal. If the camera still fails to lock into a signal - remove the antenna and check for movement on the gold port.
If any movement is detected in port - RMA for Antenna Port.
If no movement detected in port - RMA for No Signal.
If the antenna is finger tight and still fails to lock into a signal - RMA for No Signal or offer upgrade options.
What are the most up-to-date firmware versions for all camera models?
Gen-1:B506
Reveal X : CA01
Reveal XB/Sk:D403
Reveal X2.0 : AS: D502 AX D404 Both D701
Reveal XPro: D305 or D701
Reveal 3.0 :US 1.5.72.1 CA 2.1.0.1
Reveal 3.0 Pro: US: 1.5.72.3 - 1.5.73.2 -1.5.72.2 CA 2.1.1.2
Ultra- 1.0.20.4
Walmart 2.0: 1.0.6.7
Defend Guardian: US 1.2.6.2 CA 2.2.6.2
Defend 360 US 1.1.2.3- 1.1.9.3 CA 2.1.2.3- 2.1.9.3
What is my best option for heavy foliage areas?
Battery belt & Lithium pack or 12 volt setups
My camera is showing an MSDC error on the screen. What is this?
What do you plan to try? What if that fails?
Attempt to power cycle the camera
If no change, this is a non-repairable issue, offer upgrade options or send in UW
What are your steps? And what is after if that dont work?
Instruct CX to perform hard reset on camera
CX will need a paperclip to perform the hard reset.
Put the camera into SETUP mode.
Locate the Reset button on the bottom of the camera, inside the door.
Insert the paperclip and press and hold the Reset button for 10 seconds, then release.
The camera will power off and then reboot.
Prompt the camera to take triggered photos to determine if the date/time issue has been resolved.
If the issue does not resolve, rma advise of upgrade options