My device is in-hand: How to get my device to send photos once again

Before getting started, turn your camera off. Then, follow the steps below. One of these steps may be the reason your camera stopped sending photos.

STEP 1- STATUS

The first step is to complete a health check, for your SPYPOINT cellular device, by verifying the status page of your device. To complete a health check, follow the steps below:

Mobile app: Open the app > Cameras tab > Status.

Web app (browser login): Select the Device > Click on the hamburger menu > Select Camera Status

Status Field	Healthy Indication*	Requires Attention	Recommended Intervention
Signal	2 bars or more; more than 25%; If your signal is fluctuating, we recommend monitoring to see if you still receive photos.	Consistent poor signal: 1 bar; 25% or less	If you are still receiving photos, your device may be working perfectly fine with a low signal; Verify that your antenna is up; Try using a long range antenna; Power your device OFF > Relocate your device > Power your device ON Refer to the following article & video for more information on how to optimize signal strength.
Battery	30% to 100%	0% to 29 %	Change your batteries using 8 new AA non-rechargeable Lithium/Alkaline batteries OR Fully charge your SPYPOINT lithium battery pack Watch this video or refer to this article for more information on how to choose the right batteries for your camera.
SD Card	If your SD or MicroSD card still has available capacity (Ex: 10.2 GB / 14.8GB)	0.0 GB / 0.0 GB; Your SD card has reached maximum capacity (Ex: 14.8GB / 14.8 GB)	SD or MicroSD card must be CLASS 10, SDHC, between 2GB to 32GB Ensure that the card is inserted correctly Long formatting an SD card resolves most common issues Watch this video or refer to this article for more information on how to choose and format your SPYPOINT trail camera SD card.
Last Communication	0 – 1 missed communication 2-3 missed consecutive communications with 1 bar or less than 25%	2+ consecutive missed communications with 2+ bars or more than 25% 4+ consecutive missed communications 1 bar or less than 25%	Follow the next steps in this article. Refer to this article for more information on how to calculate the number of missed communications for your cellular device.
Firmware Version	The latest firmware version on your product page matches the firmware version of your device’s status.	The latest firmware version on your product page does NOT match the firmware version of your device’s status.	Verify your camera’s firmware version: Open the SPYPOINT app > Cameras > Status > check the firmware version. Compare it to the most recent version available: Go to All About my Device > Select your device > Scroll down to the Firmware Update section.If the above match, your firmware is up to date. If it doesn`t, we recommend completing an update by following the instructions in this video.

*Though a status update within the app may seem healthy, we may still recommend trying a troubleshooting step. However, if a status field above requires attention, we recommend completing the recommended Intervention right away.

STEP 2- PHOTO PLAN

Next, verify if your photo plan has reached its limit. Ex: Standard plan maxed with 1000/1000 photos. When a photo plan is maxed, your device will keep taking photo as usual, however, it will not be able to send it to your app.
Once you login to your app, check the plan limit and if it has maxed, you may eitheruntil your plan cycle restarts OR you may purchase/upgrade your plan and in the next communication your device will again start sending all your photos.
While checking your photos in the app, make sure your photo filters [CAMERA], [SPECIES], [FULL-HD], [FAVORITES] are disabled so that you can view all your photos.

Check these articles below:
How can I purchase a Photo Transmission Plan?
Can I upgrade or downgrade my plan?

STEP 3- LED PATTERN

Power the device ON and check the LED pattern of the device. The light patterns could help pinpoint the exact issue of the device right away.

STEP 4- BATTERIES

If the light patterns are unable to detect the issue to why your device is not sending photos to you, even if your batteries show a healthy percentage in your app, use brand new AA batteries. It is possible that one of the 8 batteries is dead, and this is likely to cause transmission issues.
ONLY use non-rechargeable Lithium/Alkaline AA batteries.
For the LIT-10 / LIT-09, we recommend fully charging it (up to 12 hours).

STEP 5- SD OR MICRO SD CARD

Perform a quick format of the SD card you’re using (must be class 10, SDHC, between 2GB-32GB).
If you do not have access to a computer, use a brand-new SD card.
DO NOT use a MicroSD card in an adapter in camera models that require using a full-sized SD card. This could cause the camera to have issues sending photos to your app.

STEP 6- FIRMWARE

Make sure your device always has an up-to-date firmware. Check out the most recent firmware version and instructions for your device by visiting:All About my Device > Select your device > Scroll down to the Firmware Update section.

*When proceeding with a firmware update, make sure you have full battery life (70% or higher).

Check this video on how to update your device’s firmware

If the steps above did not solve your issue, you may contact our customer support line for further investigation.