Help center - Cams to WiFi

Cams to WiFi Guide

If there was no internet at the time of the instillation, these cameras will default to an Idle mode where they will not connect without a factory reset.

[Dismount Camera] [Factory Reset Camera] [Delete old camera if necessary] [Google Home to handshake Camera to WiFi]

Pre-Checklist before we begin troubleshooting:

Doorbell
- Do you have the metal key? (If not you can use a Flathead or Nail-file)
- Do you have the Box with the QR code on the Blue paper? (If not its on the back of the camera)
- Do you have a Needle? (small thumbtack or back of ear-ring will work)
Outdoor
- Can you reach the outlet the cam is plugged into OR can you physically reach the camera?
- Do you have a Thumbtack or Pen?

Google Home Logo

Google app store

Part 1: Always Factory Reset

See bottom of webpage if they have T-Mobile Hotspot internet

Did they change ISP? Switch them to the old SSID (network name) and old Password (case sensitive) Have them wait a FEW HOURS then see if the cameras sync

Doorbell Battery

Use Keyfob Or Flathead screwdriver

I use the word notch to describe the slot

Hold down Pinhole for 30 seconds

(You should hear 1-2 chime sounds)

(If no chime they may not be deep enough to hit the button)

We are finding out that plugging the cam into power cord will force the factory restart and just let you move forward

Doorbell Hardwire

Use Hexscrew

Hold down Pinhole for 30 seconds

(You should hear 1-2 chime sounds)

Outdoor

Pull off of magnet mount

(If they can reach Or have a ladder)

Hold down Button for 30 seconds

(You should hear 1-2 chime sounds)

HAVE THEM TELL YOU THE SETUP CODE

If they cant reach- Unplug cam from power outlet [Forces a power cycle instead of a factory restart]

Indoor

No need to disconnect

Hold down Pinhole for 30 seconds

(You should hear 1-2 chime sounds)

(Setup code is located by unscrewing the bottom of the mount)

DOORBELL CAM

⚠️Exiting out of the screen and going back in will interfere with the process (such as checking an app for a password)⚠️

Add

(or Add Device)

(Popup may show up here - Setup New nest device-)

SETUP DIFFERENT DEVICE

(it will ask them about Bluetooth/Location and Access to Camera here)

(these are their phone permissions)

Doorbell

Doorbell Battery

(Only select hardwired if you can confirm its actually hardwired in Strax)

[Optional](Click Continue without... To enter setup code found on back of device)

Nest account? (No)

Nest Terms? (I Agree)

Do you have these devices

(No)

Create new nest network (Yes)

[Yes or No will not effect the process]

[If Hardwired its going to be like 12 questions about transformers/wedge/chimes]

If Attempt 1 fails, try to plug in the charge cable and have them try again

Will also say

Preparing Device

This is where "something went wrong" will appear

Bluetooth to phone connection is created here

It may do a pop-up about linking google account

[Couldn't connect to WiFi is usually a password issue]

Phone to WiFi connection is created here

An issue at this stage is because:

A) incorrect password or

B) Bad network (slow,attenuation)

can make a beep noise here and then say

DEVICE READY

(They are not done yet)

Most errors occur before this step, this is a good spot to know that it worked

Downloading Firmware update

(Failing on Firmware update can potentially cause the camera to brick and need to be replaced)

Will say installing, will sometimes show a percentage

Battery

Click already installed or else they will have a couple more install screens to click through

Need to have it mounted or plugged in to see the live video

30[A]

30[B]

What you can do with your camera

ADT access to google device? Yes

OUTDOOR CAM (Indoor is almost the same)

(Popup may show up here - Setup New nest device-)

SETUP DIFFERENT DEVICE

(it will ask them about Bluetooth/Location here)

For indoor select Nest Cam (Indoor)

"Setup without QR"

Indoor Qr code is on bottom of stand may need to unscrew it off

Nest account?

(No)

Nest Terms?

(Accept)

Do you have these devices ?

(No)

Create new nest network? (Yes)

(may be a good idea to have them walk close to wifi)

(Couldn't connect to WiFi is usually a password issue)

Magnet

click Already Installed

38(A)

38(B)

38 (B)

What you can do with your camera

Dont delete this tab

use for copy+paste

Hotspot

UPDATE: 3/24/2025 Working fix for the Tmobile situation

Simply advised the customer to buy a TP Link router from walmart (credit if necessary about 30-40$)

they will just plug it into power and then into the tmobile router, and when selecting wifi network they will select that one specifically.

2/27/2025 We will try to send out EERO routers/gateways when cx have Tmobile internet. You can still try the old method but its not recommended due to the amount of work/time required for one camera to connect.

UPDATE: 2/10/2025 We are no longer supporting Hotspot/5G. If its a Tmobile based internet (or Verizon ATT hotspot) they will need to change ISP Or downgrade if possible (confirm if downgrade is appropriate at the point in time of call)

Rough summary:

You are connecting the camera to a WiFi created by a cell phone (hotspot). This connection allows for the firmware to update. You then disconnect the camera, factory restart it, and connect it to the actual WiFi.

Hotspot internet works similar to regular internet, however it is feed internet through a cell phone tower instead of wires like google fiber

( This can cause issues with peripheral devices [Cameras TVs smart devices etc] as the way the internet is formatted can be illegible for these devices to handshake

T-mobile is the only hotspot provider that can maintain a steady connection to work (ATT/VERIZON/etc are NOT reliable and will not maintain a steady connection)

Best practice is with two phones, there are rare circumstances where the cx may be able to use the same phone to create a hotspot for the cam to connect to. Then disconnect it and re-install it to their actual WiFi.

NOT Compatible

Compatible

Current Method:

Have internet setup
Physically install the 2nd router(Recommended a tplink router due to being cost effective)
Plug the second router into the first (with an ethernet cable)
This will project 2 wifi networks in the property (ensure ONLY the cameras connect the the 2nd routers wifi)

This will require 2 phones, and factory restarting all cameras 2 times and they must have the WHITE T-Mobile router (Black will NOT work)

Get 2 phones (Highly recommended)
PhoneA- in the Google Home App, create a new home (this phone is the one they will want to use the cameras on)
PhoneB- Turn on a hotspot,
Connect PhoneA to PhoneB hotspot
Confirm that PhoneA is connected
Factory Restart the cameras in question
Open Google Home app, on PhoneA , process as normal with install (when they get to wifi ENSURE they select the Internet(hotspot) that's hosted on PhoneB)
Once the process is complete, factory restart the camera again, then do the process again, BUT when you get to wifi, instead of selecting PhoneB hotspot, connect to the regular internet that is coming from the Tmobile hotspot router
Proceed as normal and install should complete.

What this is doing is downloading a firmware update on PhoneB's hotspot. Then re-learning the cameras (with the new firmware) to the hotspot from the Tmobile router(box)

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