Frequently Asked Questions

Do you have a question? Well our FAQs are a great place to start looking for your answer! If you have a question about one of our products, you may be able to find your answer here. If you do not find the answer to your question, please do not hesitate to contact our Consumer Care team for help.

General Questions

SMART SYNC™ 5” Internet Viewable Touch Screen Video Monitor

SMART LINK™ 4.3” Touch Screen Video Monitor

SYNC™ Internet Viewable Camera

SMART TRAC™ Digital Audio Monitor

General Questions

VIDEO: How do I use the Data Functions on my mHealth Video Monitor?

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VIDEO: How to I pair a camera I deleted or add a new camera?

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VIDEO: How do I use the Journal Function on my mHealth Video Monitor?

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VIDEO: How do I share photos on Facebook or Twitter from my mHealth Video Monitor?

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VIDEO: How do I use the pan, scan and zoom features on my mHealth Video Monitor?

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VIDEO: How do I update the software on my mHealth Video Monitor?

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SMART SYNC™ 5” Internet Viewable Touch Screen Video Monitor

VIDEO: How do I update my software?

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Why isn't my Smart Sync Video Monitor connecting to my home router? I keep receiving an "Unable to join network” error message. I have verified that the Wi-Fi password is correct.

1) Make sure that you’re selecting the correct network.  It is possible to accidentally tap on the network that is adjacent to yours.

2) For more help, try restarting your monitor, router, or cable/DSL modem.  After each step, check to see if the issue is fixed.

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My camera is not pairing with the monitor. I keep receiving a “Camera could not connect” error message. I have verified that the serial number entered is correct and I have also repeated Camera Setup Steps 1 and 2. What next?

Check for the following:

1) Ensure that the camera and monitor are placed within 150 feet from your router.  The quality and performance of the Smart Sync video is directly related to the signal strength of your wireless router. You will have the best results when the camera is placed in an area of your home that has full Wi-Fi signal strength.  You can easily test your Wi-Fi signal strength by placing your monitor and/or smartphone in the area you will install your camera and view the signal strength bars on your device. Please note that your camera needs to be positioned at least one foot from your router.

2) Ensure the serial number that you had entered into the monitor is correct. You can easily check your serial number by turning on your smartphone and searching for Wi-Fi devices until you see the camera’s serial number, which starts with ATT03 (S/N is case sensitive).  Re-verify that the serial number is accurate. Note: For privacy purposes, once you have successfully paired the camera to your monitor you will not be able to see the camera’s serial number on your list of Wi-Fi devices.

3) This monitor requires Internet access to be setup. Using a smart device or computer confirm that your router has Internet access.

4) Reference list for non-compatible routers and ensure that your router is not listed.

5) Reset the camera to factory settings. While the camera is plugged in, press & hold the Reset button (on the back on the camera) until the power LED turns off. Hold until the LED light blinks (normally 6-8 seconds) and then turns orange. Wait approximately 40 seconds until the LED turns red again and the camera is now in pairing mode.

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My monitor displays a “Poor Connection” error message and I have confirmed that the camera is turned on. What should I try next?

The monitor may temporarily loose connectivity with the camera if the Wi-Fi signal strength is too low or if other electronic devices that use the same 2.4GHz frequency are interrupting the Wi-Fi signal. (Reference “What devices may affect with the performance of the video quality” below).

1) First, check your monitor’s Wi-Fi signal strength, if it is low (1 bar) move the monitor closer to the router for better Wi-Fi signal strength. If your monitor’s Wi-Fi signal strength is adequate (2 to 4 bars) try restarting your monitor by turning it off and on.

a) Go to Settings; Network.

b) Select the network you set the system up on, enter your password (if required), and select join.

2) Power cycle camera

3) Re-add the camera

a) Go to Setting; Camera

b) Select your camera, select the trash bin, select Trash.

c) Reset the camera to factory settings. While the camera is plugged in, press & hold the Reset button (on the back on the camera) until the power LED turns off. Hold until the LED light blinks (normally 6-8 seconds) and then turns orange. Wait approximately 40 seconds until the LED turns red again and the camera is now in pairing mode.

d) Next tap on Settings in the Main Menu, then tap Camera.

e) Then tap Connect a New Camera.

f) Follow the on screen instructions to power on the camera (if not already powered). Tap Next.

g) Enter your camera’s unique serial number, which is found on the bottom of the camera. Tap Next.

h) Then enter a name for this camera. Tap Done.

i) Tap Connect. When the “Connection Successful!” message pops up, your Camera is now paired with the monitor and the LED will turn green.

*Turn off any electronic devices that may be interfering with the Wi-Fi signal strength. 

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I have multiple Wi-Fi routers at my home, does it matter which router I use to pair the monitor and camera?

Yes, for optimal performance and video quality, pair the monitor and camera to the router that has the Broadband line connection (the router connected to your service providers modem).

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I accidentally deleted the camera from my Smart Sync Video Monitor, how do I pair it again?

1) First, reset the camera to factory settings. While the camera is plugged in, press & hold the Reset button (on the back on the camera) until the power LED turns off. Hold until the LED light blinks (normally 6-8 seconds) and then turns orange. Wait approximately 40 seconds until the LED turns red again and the camera is now in pairing mode.

2) Next tap on Settings in the Main Menu, then tap Camera.

3) Then tap Connect a New Camera.

4) Follow the on screen instructions to power on the camera (if not already powered). Tap Next.

5) Enter your camera’s unique serial number, which is found on the bottom of the camera. Tap Next.

6) Then enter a name for this camera. Tap Done.

7) Tap Connect. When the “Connection Successful!” message pops up, your Camera is now paired with the monitor and the LED will turn green.

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How can I eliminate “squealing” sound coming from the monitor?

This high pitch noise occurs when the monitor and the camera are too close to each other and creates feedback.

1) Increase the distance between the camera and the monitor.

2) Have the camera and monitor face opposite directions.

3) Reduce the speaker volume.

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Why is my Smart Sync Video Monitor is not responding to the touch?

In the event that your Smart Sync Video Monitor does not respond to the touch, press and hold the Power button until the monitor turns off (approximately 6 seconds).  Turn your monitor on again and the problem should be solved.

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I used an AirPort Time Capsule router to pair my Smart Sync Video Monitor and I am experiencing video drops in my monitor. My monitor displays a “Poor Connection” error message.

If you are backing up other wireless devices to your Airport Time Capsule, it will interfere with the video connectivity of your monitor during these backups. For best performance we recommend to pair the monitor and camera with an alternative router.

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How far can the Smart Sync Video Monitor be placed from the router?

Ensure that the camera and monitor are placed within 150 feet from your router.  The quality and performance of the Smart Sync video is directly related to the signal strength of your wireless router. You will have the best results when the camera is placed in an area of your home that has full Wi-Fi signal strength.  You can easily test your Wi-Fi signal strength by placing your monitor and/or smartphone in the area you will install your camera and view the signal strength bars on your device. Please note that your camera needs to be positioned at least one foot from your router.

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Will the Smart Sync Video Monitor interfere with my home Wi-Fi network?

The opportunity for interference is very low because Smart Sync Video Monitor uses low bandwidth communication over your home wireless network to send live video and audio to the monitor.

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What frequency does the monitor and camera communicate?

The Smart Sync Video Monitor only supports 2.4 GHz frequencies, which has longer Wi-Fi range.

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What devices may affect the performance of the video quality?

Additional Wi-Fi devices such as smartphones, tablets, laptops, Bluetooth devices and additional routers may affect the overall Wi-Fi performance, distance and/or picture quality of your Smart Sync Video Monitor.

return to top

Can the construction of my home affect the range of my monitor?

The Smart Sync Video Monitor uses a 2.4 GHz radio frequency to synchronize to your router.  The range of this frequency may be affected by environmental conditions in your home such as: thickness of walls, number of floors and rooms, etc. If the signal is weak, try moving the monitor and/or camera to different positions in the room.

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What type of router encryption do we support?

The monitor system supports 803.11 b/g/n, as well as Open/WEP/WPA/WPA2 encryption

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Can someone from the outside hack into my camera and see my baby?

The Smart Sync Video Monitor uses a 100% digital RF (radio frequency) connection. The signal is encrypted so others cannot see or hear your baby. Additionally, users are required to setup a unique user name and password at setup.

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VIDEO: How do I zoom, pan and scan? 


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How do I zoom, pan and scan? 


The Smart Sync Video Monitor has a full touch screen with digital pan, scan and pinch to zoom.

1) Simply pinch the video feed to use the digital zoom

2) Swipe the screen to pan and scan

3) Pinch again to zoom out and return to normal view

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I’m noticing a slight delay in the sound of the monitor?

A minimal delay is normal when transmitting audio feed via a Wi-Fi connection.

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The monitor has sound but no picture?

Check for the following:

1) When the monitor is in battery mode, the screen will automatically turn off after 5 minutes to conserve power. To turn the screen back on, simply press the Screen On/Off button on top of the monitor for 1 second. You can adjust the screen auto shut-off timing in Settings to 10 or 15 minutes (this diminish battery life).

2) Make sure the camera and monitor unit are paired. Reference pairing instructions below.

a) Go to Setting; Camera

b) Select your camera, select the trash bin, select Trash.

c) Reset the camera to factory settings. While the camera is plugged in, press & hold the Reset button (on the back on the camera) until the power LED turns off. Hold until the LED light blinks (normally 6-8 seconds) and then turns orange. Wait approximately 40 seconds until the LED turns red again and the camera is now in pairing mode.

d) Next tap on Settings in the Main Menu, then tap Camera.

e) Then tap Connect a New Camera.

f) Follow the on screen instructions to power on the camera (if not already powered). Tap Next.

g) Enter your camera’s unique serial number, which is found on the bottom of the camera. Tap Next.

h) Then enter a name for this camera. Tap Done.

i) Tap Connect. When the “Connection Successful!” message pops up, your Camera is now paired with the monitor and the LED will turn green.

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The monitor has picture but no sound?

Check for the following:

1) Make sure the camera and monitor unit are paired. Reference pairing instructions above.

2) Turn up the volume using the control buttons on the top of the monitor.

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What do I do if I forgot my mHealth password?

• On your video monitor/mobile app (Sync Camera users only) please take the following steps

1) Go to setting; mHealth

2) Select Change Password

3) Enter your New password in both fields

4) Select Change Password

• If you experience problems resetting your password, please contact us at (855) 661-8333.

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How do I change my home network/router or update my credentials?

1) Go to Setting; Camera

2) Select your camera, select the trash bin, select Trash.

3) Reset the camera to factory settings. While the camera is plugged in, press & hold the Reset button (on the back on the camera) until the power LED turns off. Hold until the LED light blinks (normally 6-8 seconds) and then turns orange. Wait approximately 40 seconds until the LED turns red again and the camera is now in pairing mode.

4) Go to Settings; Network.

5) Select your new network, enter your password (if required), and select join.

6) Then tap Connect a New Camera.

7) Follow the on screen instructions to power on the camera (if not already powered). Tap Next.

8) Enter your camera’s unique serial number, which is found on the bottom of the camera. Tap Next.

9) Then enter a name for this camera. Tap Done.

10) Tap Connect. When the “Connection Successful!” message pops up, your Camera is now paired with the monitor and the LED will turn green.

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What is your return/replacement policies?

See page 34 of the Smart Sync instruction booklet for full warranty information.

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VIDEO: How do I set up my Smart Sync Video Monitor?

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My camera night vision is not working?

The sensors for the cameras night vision can be very sensitive. It can be effected by changing light sources (such as a blowing window curtain). Be sure to place your camera in a location with consistent lighting.

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What do I need to use this product?

All you need is a Wi-Fi router with internet access that supports 803.11 b/g/n, as well as Open/WEP/WPA/WPA2 encryption.

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What comes with this product?

• Camera (w/ AC adapter)

• In-home Smart Video Monitor (w/ AC adapter)

• Free mobile Apps (download from Google Play or Apple App Store)

• Quick Start Guide

• 6x Cord Security Clips with Wall Anchor

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How many cameras can I use with this product?

This product can support up to 4 cameras (additional camera sold separately).

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Why am I getting a request to update my software?

Your AT&T Video Monitor is capable of receiving updates similar to other smart devices. Updates can improve performance, fix bugs, and add new features. It is recommended that you accept all software updates.

return to top

Why is my video choppy sometimes?

It can be common to see reduced frame rates when experiencing interference.

Try moving the camera and/or monitor closer to your router to improve performance or eliminate any other devices that might be causing interference.

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VIDEO: How do I share via Social Media (Facebook, Twitter)?

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What Routers are not compatible?

We conducted significant testing with different routers and service providers across the country. We’ve identified six routers that are currently not supported:

 

Airport Extreme A1470
Actiontec MI424-WR Rev. D
Verizon FiOS G1100 AC1750
Motorola NVG589

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I tried to setup my system for the first time and it says my camera Serial Number is already registered? What do I do?
  • If your Serial Number is already registered to a device, you will need to contact our customer service at (855) 661-8333.

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I tried to reset my existing camera and now it says my camera Serial Number is already registered? What do I do?

1) Go to Setting; Camera

2) Select your camera, select the trash bin, select Trash.

3) Reset the camera to factory settings. While the camera is plugged in, press & hold the Reset button (on the back on the camera) until the power LED turns off. Hold until the LED light blinks (normally 6-8 seconds) and then turns orange. Wait approximately 40 seconds until the LED turns red again and the camera is now in pairing mode.

4) Next tap on Settings in the Main Menu, then tap Camera.

5) Then tap Connect a New Camera.

6) Follow the on screen instructions to power on the camera (if not already powered). Tap Next.

7) Enter your camera’s unique serial number, which is found on the bottom of the camera. Tap Next.

8) Then enter a name for this camera. Tap Done.

9) Tap Connect. When the “Connection Successful!” message pops up, your Camera is now paired with the monitor and the LED will turn green.

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Why is the mobile app crashing when I try to use it on my Phone?

1) Confirm your device is fully supported. (iOS 6.1 and higher, Android 4.0.3 and higher)

2) Uninstall and re-install the app on your device.

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On the mobile app, can I view my camera while on 3G/4G/LTE?

Viewing is available on 3G/4G/LTE. Please note that your provider’s standard data charges apply. To help protect users from streaming unintentionally the video will “time out” after 5 minutes. If you wish to restart the video, simply click on the data tab then click back to the monitor tab.

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If I enter information on the mobile app, where is my baby’s information stored?

Baby’s tracking data is stored on our secure mHealth server. Storing the data on the server allows you to sync the data across your devices, including from your mobile app to your Smart Sync Monitor at home, making tracking your baby’s progress easier.

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SMART LINK™ 4.3” Touch Screen Video Monitor

VIDEO: How do I set up my Smart Link Video Monitor?

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My Smart Link Video Monitor does not connect to my home router. I keep receiving an "Unable to join network” error message and I have verified that the Wi-Fi password is correct. What should I do?

1) First, make sure that you’re selecting the correct network.  It is possible to accidentally tap on the network that is adjacent to yours.

2) For more help, try restarting your monitor, router, or cable/DSL modem.  After each step, check to see if the issue is fixed.

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My camera is not pairing with the monitor. I keep receiving a “Camera could not connect” error message. I have verified that the serial number entered is correct and I have also repeated Camera Setup Steps 1 and 2. What next?

Check for the following:

1) Ensure that the camera and monitor are placed within 150 feet from your router.  The quality and performance of the Smart Link video is directly related to the signal strength of your wireless router. You will have the best results when the camera is placed in an area of your home that has full Wi-Fi signal strength.  You can easily test your Wi-Fi signal strength by placing your monitor and/or smartphone in the area you will install your camera and view the signal strength bars on your device. Please note that your camera needs to be positioned at least one foot from your router.

2) Ensure the serial number that you had entered into the monitor is correct. You can easily check your serial number by turning on your smartphone and searching for Wi-Fi devices until you see the camera’s serial number, which starts with ATT03 (S/N is case sensitive).  Re-verify that the serial number is accurate. Note: For privacy purposes, once you have successfully paired the camera to your monitor you will not be able to see the camera’s serial number on your list of Wi-Fi devices.

3) This monitor requires Internet access to be setup. Using a smart device or computer confirm that your router has Internet access.

4) Reference list for non-compatible routers and ensure that your router is not listed.

5) Reset the camera to factory settings. While the camera is plugged in, insert a paper clip in the Reset button (on top of the camera) until you hear a “CLICK”. Hold until the LED light blinks (normally 6-8 seconds) and then turns orange.  Wait approximately 40 seconds until the LED turns solid red, the camera is now in pairing mode. Repeat Camera Setup Step 2 again.

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My monitor displays a “Poor Connection” error message and I have confirmed that the camera is turned on. What should I try next?

The monitor may temporarily loose connectivity with the camera if the Wi-Fi signal strength is too low or if other electronic devices that use the same 2.4GHz frequency are interrupting the Wi-Fi signal. (Reference “What devices may affect with the performance of the video quality” below).

1) First, check your monitor’s Wi-Fi signal strength, if it is low (1 bar) move the monitor closer to the router for better Wi-Fi signal strength. If your monitor’s Wi-Fi signal strength is adequate (2 to 4 bars) try restarting your monitor by turning it off and on.

a) Go to Settings; Network.

b) Select the network you set the system up on, enter your password (if required), and select join.

2) Power cycle camera

3) Re-add the camera

a) Go to Setting; Camera

b) Select your camera, select the trash bin, select Trash.

c) Reset the camera to factory settings. While the camera is plugged in, insert a paper clip in the Reset button (on top of the camera) until you hear a “CLICK”. Hold until the LED light blinks (normally 6-8 seconds) and then turns orange. Wait approximately 40 seconds until the LED turns solid red, the camera is now in pairing mode.

d) Next tap on Settings in the Main Menu, then tap Camera.

e) Then tap Connect a New Camera.

f) Follow the on screen instructions to power on the camera (if not already powered). Tap Next.

g) Enter your camera’s unique serial number, which is found on the bottom of the camera. Tap Next.

h) Then enter a name for this camera. Tap Done.

i) Tap Connect. When the “Connection Successful!” message pops up, your Camera is now paired with the monitor and the LED will turn green.

*Turn off any electronic devices that may be interfering with the Wi-Fi signal strength. 

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I have multiple Wi-Fi routers at my home, does it matter which router I use to pair the monitor and camera?

Yes, for optimal performance and video quality, pair the monitor and camera to the router that has the Broadband line connection (the router connected to your service providers modem).

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VIDEO: How do I add a camera or pair a camera I've deleted?

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I accidentally deleted the camera from my Smart Link Video Monitor and I need instructions to pair it again.

1) First, reset the camera to factory settings. While the camera is plugged in, insert a paper clip in the Reset button (on top of the camera) until you hear a “CLICK”. Hold until the LED light blinks (normally 6-8 seconds) and then turns orange. Wait approximately 40 seconds until the LED turns solid red, the camera is now in pairing mode.

2) Next tap on Settings in the Main Menu, then tap Camera.

3) Then tap Connect a New Camera.

4) Follow the on screen instructions to power on the camera (if not already powered). Tap Next.

5) Enter your camera’s unique serial number, which is found on the bottom of the camera. Tap Next.

6) Then enter a name for this camera. Tap Done.

7) Tap Connect. When the “Connection Successful!” message pops up, your Camera is now paired with the monitor and the LED will turn green.

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How can I eliminate “squealing” sound coming from the monitor?

This high pitch noise occurs when the monitor and the camera are too close to each other and creates feedback.

1) Increase the distance between the camera and the monitor.

2) Have the camera and monitor face opposite directions.

3) Reduce the speaker volume.

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Why is my Smart Link Video Monitor is not responding to the touch?

In the event that your Smart Link Video Monitor does not respond to the touch, press and hold the Power button until the monitor turns off (approximately 6 seconds).  Turn your monitor on again and the problem should be solved.

return to top

I used an AirPort Time Capsule router to pair my Smart Link Video Monitor and I am experiencing video drops in my monitor. My monitor displays a “Poor Connection” error message.

If you are backing up other wireless devices to your Airport Time Capsule, it will interfere with the video connectivity of your monitor during these backups. For best performance we recommend to pair the monitor and camera with an alternative router.

return to top

How far can the Smart Link Video Monitor be placed from the router?

Ensure that the camera and monitor are placed within 150 feet from your router.  The quality and performance of the Smart Link video is directly related to the signal strength of your wireless router. You will have the best results when the camera is placed in an area of your home that has full Wi-Fi signal strength.  You can easily test your Wi-Fi signal strength by placing your monitor and/or smartphone in the area you will install your camera and view the signal strength bars on your device. Please note that your camera needs to be positioned at least one foot from your router.

return to top

Will the Smart Link Video Monitor interfere with my home Wi-Fi network?

The opportunity for interference is very low because Smart Link Video Monitor uses low bandwidth communication over your home wireless network to send live video and audio to the monitor.

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What frequency does the monitor and camera communicate?

The Smart Link Video Monitor only supports 2.4 GHz frequencies, which has longer Wi-Fi range.

return to top

What devices may affect the performance of the video quality?

Additional Wi-Fi devices such as smartphones, tablets, laptops, Bluetooth devices and additional routers may affect the overall Wi-Fi performance, distance and/or picture quality of your Smart Link Video Monitor.

return to top

Can the construction of my home affect the range of my monitor?

The Smart Link Video Monitor uses a 2.4 GHz radio frequency to synchronize to your router.  The range of this frequency may be affected by environmental conditions in your home such as: thickness of walls, number of floors and rooms, etc. If the signal is weak, try moving the monitor and/or camera to different positions in the room.

return to top

What type of router encryption do we support?

The monitor system supports 803.11 b/g/n, as well as Open/WEP/WPA/WPA2 encryption

return to top

Can someone from the outside hack into my camera and see my baby?

The Smart Link Video Monitor uses a 100% digital RF (radio frequency) connection. The signal is encrypted so others cannot see or hear your baby. Additionally, users are required to setup a unique user name and password at setup.

return to top

VIDEO: How do I zoom, pan and scan? 


return to top

How do I zoom, pan and scan? 


The Smart Link Video Monitor has a full touch screen with digital pan, scan and pinch to zoom.

1) Simply pinch the video feed to use the digital zoom

2) Swipe the screen to pan and scan

3) Pinch again to zoom out and return to normal view

return to top

I’m noticing a slight delay in the sound of the monitor?

A minimal delay is normal when transmitting audio feed via a Wi-Fi connection.

return to top

The monitor has sound but no picture?

Check for the following:

1) When the monitor is in battery mode, the screen will automatically turn off after 5 minutes to conserve power. To turn the screen back on, simply press the Screen On/Off button on top of the monitor for 1 second. You can adjust the screen auto shut-off timing in Settings to 10 or 15 minutes (this diminish battery life).

2) Make sure the camera and monitor unit are paired. Reference pairing instructions below.

a) Go to Setting; Camera

b) Select your camera, select the trash bin, select Trash.

c) Reset the camera to factory settings. While the camera is plugged in, press & hold the Reset button (on the back on the camera) until the power LED turns off. Hold until the LED light blinks (normally 6-8 seconds) and then turns orange. Wait approximately 40 seconds until the LED turns red again and the camera is now in pairing mode.

d) Next tap on Settings in the Main Menu, then tap Camera.

e) Then tap Connect a New Camera.

f) Follow the on screen instructions to power on the camera (if not already powered). Tap Next.

g) Enter your camera’s unique serial number, which is found on the bottom of the camera. Tap Next.

h) Then enter a name for this camera. Tap Done.

i) Tap Connect. When the “Connection Successful!” message pops up, your Camera is now paired with the monitor and the LED will turn green.

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The monitor has picture but no sound?

Check for the following:

1) Make sure the camera and monitor unit are paired. Reference pairing instructions above.

2) Turn up the volume using the control buttons on the top of the monitor.

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What if I I forgot my mHealth password?

1) On your video monitor/mobile app (Sync Camera users only) please take the following steps

a) Go to setting; mHealth

b) Select Change Password

c) Enter your New password in both fields

d) Select Change Password

2) If you experience problems resetting your password, please contact us at (855) 661-8333.

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What if I need to change my home network/router or update my credentials?

1) Go to Setting; Camera

2) Select your camera, select the trash bin, select Trash.

3) First, reset the camera to factory settings. While the camera is plugged in, insert a paper clip in the Reset button (on top of the camera) until you hear a “CLICK”. Hold until the LED light blinks (normally 6-8 seconds) and then turns orange. Wait approximately 40 seconds until the LED turns solid red, the camera is now in pairing mode.

4) Go to Settings; Network.

5) Select your new network, enter your password (if required), and select join.

6) Then tap Connect a New Camera.

7) Follow the on screen instructions to power on the camera (if not already powered). Tap Next.

8) Enter your camera’s unique serial number, which is found on the bottom of the camera. Tap Next.

9) Then enter a name for this camera. Tap Done.

10) Tap Connect. When the “Connection Successful!” message pops up, your Camera is now paired with the monitor and the LED will turn green.

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What is your return/replacement policies?

See page 33 of the Smart Link instruction booklet for full warranty information.

return to top

My camera night vision is not working?

The sensors for the cameras night vision can be very sensitive. It can be effected by changing light sources (such as a blowing window curtain). Be sure to place your camera in a location with consistent lighting.

return to top

What do I need to use this product?

All you need is a Wi-Fi router that supports 803.11 b/g/n, as well as Open/WEP/WPA/WPA2 encryption.

return to top

What comes with this product?

Camera (w/ AC adapter)

In-home Smart Video Monitor (w/ AC adapter)

Quick Start Guide

6x Cord Security Clips with Wall Anchor

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How many cameras can I use with this product?

This product can support up to 4 cameras (additional camera sold separately).

return to top

Why am I getting a request to update my software?

Your AT&T Video Monitor is capable of receiving updates similar to other smart devices. Updates can improve performance, fix bugs, and add new features. It is recommended that you accept all software updates.

return to top

VIDEO: How do I update my software?

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Why is my video choppy sometimes?

It can be common to see reduced frame rates when experiencing interference.

Try moving the camera and/or monitor closer to your router to improve performance or eliminate any other devices that might be causing interference.

return to top

VIDEO: How do I share via Social Media (Facebook, Twitter)?

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How do I share via Social Media (Facebook, Twitter)?

Please see our short video about Social Sharing on your Smart Link Video Monitor.

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What Routers are not compatible?

We conducted significant testing with different routers and service providers across the country. We’ve identified six routers that are currently not supported:

 

Airport Extreme A1470
Actiontec MI424-WR Rev. D
Verizon FiOS G1100 AC1750
Motorola NVG589

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I tried to setup my system for the first time and it says my camera S/N is already registered? What do I do?

If your S/N is already registered to a device, you will need to contact our customer service at (855) 661-8333.

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I tried reset my existing camera and now it says my camera S/N is already registered? What do I do?

1) Go to Setting; Camera

2) Select your camera, select the trash bin, select Trash.

3) Reset the camera to factory settings. While the camera is plugged in, press & hold the Reset button (on the back on the camera) until the power LED turns off. Hold until the LED light blinks (normally 6-8 seconds) and then turns orange. Wait approximately 40 seconds until the LED turns red again and the camera is now in pairing mode.

4) Next tap on Settings in the Main Menu, then tap Camera.

5) Then tap Connect a New Camera.

6) Follow the on screen instructions to power on the camera (if not already powered). Tap Next.

7) Enter your camera’s unique serial number, which is found on the bottom of the camera. Tap Next.

8) Then enter a name for this camera. Tap Done.

9) Tap Connect. When the “Connection Successful!” message pops up, your Camera is now paired with the monitor and the LED will turn green.

 

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SYNC™ Internet Viewable Camera

Where can I download the app for an iPhone?

1) Download directly from the Apple iOS iTunes Store here.

OR

2) Go to the Apple iOS iTunes Store on your iPhone.

3) Search “AT&T Smart Sync Monitor”

*requires iOS 6.1 or higher

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Where can I download the app for an Android phone?

1) Download directly from the Google Play Store here.

OR

2) Go to the Google Play Store on your device.

3) Search “AT&T Smart Sync Monitor”

*requires Android 4.0.3 or higher

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Why is my phone not connecting to the Sync camera during setup?

1) Make sure that the light on the camera is red. If the light is green the camera will need to be reset.

2) While the camera is plugged in, press and hold the reset button until the LED light blinks (normally 6-8 seconds) and then turns orange. Wait approximately 40 seconds until the LED turns red again and the camera is now in pairing mode.

• Android: Make sure you are entering camera’s S/N correctly. (S/N is case sensitive)

• iPhone: Make sure you are using capital letters for ATT and are entering the following 12 digits correctly.

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The Sync camera's network does not show up under Wi-Fi in my iOS settings?

Check for the following:

1) You may need to reset the camera to factory settings. While the camera is plugged in, press and hold the reset button until the LED light blinks (normally 6-8 seconds) and then turns orange. Wait approximately 40 seconds until the LED turns red again and the camera is now in pairing mode and should be available in your iOS settings.

Note: If you have a 5” Smart Sync Video Monitor, un-install the app and re-install it. Make sure you are selecting “Smart Sync 5” Video Monitor User” when setting up the app.

 

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Why is the mobile app crashing when I try to use it on my phone?

Confirm your device is fully supported. (iOS 6.1 and higher, Android 4.0.3 and higher)

Uninstall and re-install the app on your device.

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How large is the app?

The size of the application for smart devices is 20-30 MB at time of instillation. Any data or images captured with the application will cause the size to increase.

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What devices is the app supported on?

• iPhones with iOS 6.1 or higher.

• Most Android smartphones with 4.0.3 or higher.

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Can I view my camera while on 3G/4G/LTE?

Viewing is available on 3G/4G/LTE. Please note that your provider’s standard data charges apply. To help protect users from streaming unintentionally the video will “time out” after 5 minutes. If you wish to restart the video, simply click on the data tab then click back to the monitor tab.

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Where is my baby’s information stored?

Baby’s tracking data is stored on our secure mHealth server. Storing the data on the server allows you to sync the data across your devices making tracking your baby’s progress easier.

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SMART TRAC™ Digital Audio Monitor

Coming soon

Coming soon

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