IP Camera User Troubleshooting Guide (v1.0)

A. Check power source (Power adapter)

• If adapter: Test the adapter on another same ATOM IP Camera device if any

B. Swap power adapter

• Test with another same type of IP Camera with that power cable to isolate the issue

A. Check physical connection

• For Wi-Fi, confirm SSID and password are correct
• Verify Ethernet cable is properly plugged

B. Ping IP Camera IP from PC

• Open Command Prompt → ping [IP address]
• If no reply → continue below

C. Check router’s DHCP list to confirm the IP Camera’s IP

• Check router/switch for IP Camera’s MAC address

D. Assign static IP in correct range

• Assign a static IP within your network range

E. Reset IP Camera if unreachable (Please refer to Step 4. Quick Reset Procedure)

A. Verify IP Camera lens is not covered by any obstacle

B. Test via mobile app

C. Update IP Camera firmware to latest version

D. Ensure there is a motion across the IP Camera during recording. IP Camera will not store any playback video record if there is no motion in schedule of period

A. Clean IP Camera lens with microfiber cloth

B. Adjust resolution setting (HD, SD, LD)

C. Ensure proper lighting conditions

D. Check network bandwidth vs resolution stream compatibility

• Upgrade network bandwidth if video lags
• Increase bitrate/resolution in settings

A. Check Ethernet/Wi-Fi signal strength

B. Replace faulty cables

C. Restart IP Camera/Wi-Fi CPE/Router/Switch

D. Check for the update of latest firmware and update

A. SD Card Not Detected

• Power off the IP Camera before inserting/removing the SD card
• Ensure the SD card is Class 10 or higher and supported capacity
• Insert card fully until it clicks
• Log into the mobile app → Enter settings and go to “Camera Device’ function
• → Enter the desired added IP camera → Enter Record settings to perform format SD card
• If not detected, try formatting the SD card in the IP Camera
• Test SD card in a PC or SC card reader to verify it is working
• Replace SD card if it is faulty

B. SD Card Full or Not Recording

• Verify recording schedule and motion detection rules
• Ensure SD Card is FAT32/EXT4 file format → reformat if necessary
• Back up old footage to PC, then clear the card
• Restart IP Camera after formatting

C. Playback Issues from SD Card

• Use the official mobile app to access playback
• Confirm the recording time range exists
• Copy or download and try accessing footage on another device
• If files are corrupted → remove card, scan with PC repair tool, or reformat
• There is no motion across the IP Camera

D. Cloud Storage Not Activated

• Open IP Camera mobile app → check Cloud Storage services is subscribed
• Make sure subscription is active or trial period valid

E. Failed to Upload to Cloud

• Check internet connection (IP Camera must have stable uplink)
• Verify bandwidth (at least 2-4 Mbps upload required per IP Camera)
• Restart IP Camera/Wi-Fi CPE/Router/Switch
• Ensure IP Camera firmware is updated
• If issue persists → Logout and login again to the mobile application

F. Cannot Access Cloud Recordings

• Ensure you are logged in with the same account used during setup
• Verify subscription status (over one month of subscription validity or day (-) one, three and seven, recording files will be removed in accordance with your storage subscription)
• Check app version → update to latest
• Confirm time zone and system clock are correct (mismatched times cause missing clips)

G. Cloud Subscription / Payment Issues

• Verify payment method is valid (enough mobile balance, enough other payment account balance)
• Contact ATOM support if subscription doesn’t activate after payment

A. Check mobile application connection.

• Logout and login again to the mobile application

B. Check your network firewall configuration (if you are using additional network security in your office or home)

• Configure port forwarding on router
• Verify external IP or DNS setup

C. Check for Internet Data

• Ensure enough mobile balance for data if you are trying to connect with Mobile
• Check with Home Wi-Fi as alternative

A. Check for the camera direction whether there is any motion

B. Redraw detection zones

C. Update firmware

D. Test by walking through field of view