My device is NOT in-hand: How to get my device to send photos once again

MY CELLULAR DEVICE IS NO LONGER NO LONGER SENDING PHOTOS OR COMMUNICATING

You will need to access your device if it has been more than 24 hours since your device’s Last Communication. Unfortunately, remote troubleshooting is not possible in this situation.

Once you have the device, you may follow the steps mentioned in My device is in-hand: How to get my device to send photos once again.

MY CELLULAR DEVICE IS NO LONGER SENDING PHOTOS BUT IS COMMUNICATING

If your device has communicated within the last 24 hours, you may follow the steps below. Verify if your issue is resolved between each step.

STEP 1- PHOTO PLAN

First step is to check 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 either wait till the end of your plan cycle OR you may purchase/upgrade your plan and in the next communication your device will again start sending all your photos.

STEP 2- STATUS

The next 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 if 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 antena; 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 non-rechargeable Lithium/Alkaline batteries OR Fully charge your SPYPOINT lithium battery pack Watch this video for more information on how to choose the right batteries for your camera.
SD Card	If your SD / 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 for more information on how to choose and format your SPYPOINT trail camera SD or Micro SD card.
Last Communication	0 – 1 missed communication 2-3 consecutive missed 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 30%	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 requires attention, we recommend the troubleshooting steps provided.

STEP 3- CONTACT CUSTOMER SUPPORT

If both your signal and battery health seem sufficient, you may contact our customer support line for further investigation and remote help.

Our customer support team may or may not be able to fix the issue remotely. It is possible that you may need to ACCESS YOUR DEVICE in order to further troubleshoot.