ZenCAM Connectivity Troubleshooting Guide

This comprehensive guide provides systematic troubleshooting procedures for ZenCAM device connectivity issues using the Veyes application. The process enables verification of device network connectivity and live view portal functionality through systematic diagnostic procedures and configuration verification.

https://drive.google.com/file/d/1-kACPgMyv2u5g2_MatJYRUDAqxAlLK0M/view?usp=sharing💡 Quick Note: Use the flowchart above to identify your camera's core issue. If your diagnosis confirms a Connectivity or Device Offline issue for a ZenCAM/StreamMax device, follow the detailed guide below to resolve it.

Introduction

Connectivity Issue Assessment: This troubleshooting segment enables verification of device network connectivity and live view portal functionality. The process systematically identifies connectivity problems and provides resolution procedures for establishing proper device communication with network infrastructure and monitoring platforms.

Prerequisites

Required Application: Download Veyes App available on both iOS and Google Play platforms for device connectivity diagnostics and configuration management.

Application Links:

• iOS: https://apps.apple.com/in/app/veyes/id1444251371

• Google Play Store: https://play.google.com/store/apps/details?id=com.streamaxtech.mdvr.smartpad&pcampaignid=web_share

Step-by-Step Connectivity Troubleshooting Procedure

Initial Device Status Verification

1. Power Status Check: Verify if the device is powered on and operational.

2. LED Indicator Assessment: Check if red globe appears on LED light indicating connectivity status.

3. SIM Card Verification: Check if SIM card is properly inserted in device.

4. SIM Installation: If SIM is not present, insert SIM card and repower the camera for proper recognition.

5. LED Status Monitoring: Wait for Green Power and Green WiFi indicators for ADAS/LITE models or red indicator for ADP models.

Device Connection and Access

6. WiFi Connection: Connect to device WiFi network (ensure connection to camera identifiers 003F, 00D2, or 00710).

7. Application Launch: Launch Veyes application on mobile device or computer.

8. Camera Connection Verification: Confirm successful connection to camera device through application interface.

9. Authentication: Enter username and password for device access.

10. Credential Access: For credential information, contact support@zenduit.com or call +1 (855) 936-3848 x 2.

Server Configuration Verification

11. Preferences Access: Click on Preferences option in application menu.

12. Basic Settings: Click on Basic configuration section.

13. Network Configuration: Click on Network settings menu.

14. Server Setup Verification: Click on Server Setup and ensure server settings match the following configuration:

    • Server Tab: Select "Server1" tab

    • Status: Ensure "ON" is enabled/checked

    • Protocol Type: Set to "N9M"

    • TLS Enable: Leave unchecked (disabled)

    • Enable Network: Set to "Module1"

    • Register Server IP: Configure as "streamax-api.zenduit.com"

    • Register Server Port:

      • TCP: 21083

      • TLS: 6556

    • Media Server IP: Configure as "streamax-api.zenduit.com"

    • Media Server Port:

      • TCP: 21083

      • TLS: 6556

Communication Module Configuration

15. Communication Settings: Click on Communication module for network configuration.

16. APN Name Configuration: Check and configure appropriate APN Name based on SIM provider:

    • Flolive SIM: Configure as "flolive.net"

    • 1NCE SIM: Configure as "iot.1nce.net"

    • Monogoto SIM Configure as “data.mono”

    • Telcel SIM Configure as “www.corps.itelcel.com”

    • Telenor SIM Configure as “connect.cxn”

    • Major Carriers (no APN configuration required):

      • AT&T

      • Verizon

      • T-Mobile

      • Sprint

    • Other SIM Providers: Contact SIM provider for specific APN Name requirements

17. Certification Configuration: Check that Certification option is selected as "None".

18. Carrier Selection Configuration:

    • Select "None" if entering APN name in APN field (Step 16)

    • Otherwise, select correct Carrier as specified in Step 16 requirements

Configuration Application and Testing

19. Settings Save: Click Save to apply all configuration changes.

20. Device Restart: Power off camera completely.

21. Complete Shutdown: Wait for all LED lights to extinguish before proceeding.

22. Device Reactivation: Power on camera and wait 60 seconds for network connection establishment.

23. Connectivity Verification: Check for successful SIM network connection. If red globe icon persists, continue with additional troubleshooting steps.

Ruling out a carrier coverage gap first

Before working through the APN and server configuration steps below, check whether the offline pattern is tied to geography rather than to the device.

What a carrier coverage gap looks like: the same vehicles go offline only inside a specific geographic area and come back online once they leave it, while other devices on other carriers keep reporting normally throughout. Confirming this usually means watching the pattern over several weeks, not a single trip.

If that is what you are seeing, the fix is carrier-side rather than a configuration change. Contact the carrier for coverage and outage information in that area.

If moving the affected vehicles to a different carrier turns out to be the answer, speak to your Customer Success representative before anything is ordered. Changing carrier means physically swapping the SIM in each vehicle and entering the new APN, so it is a site visit per vehicle rather than a portal setting, and the SIM order needs to be arranged first.

Settings are correct but the camera is still offline: check the SIM

A camera can have the correct APN and server settings and still stay offline if its SIM is not active with the carrier, or if it has used up its data for the billing cycle. Re-entering the APN will not fix either of these, so check the SIM before repeating the configuration steps.

Signs this is the cause

• You have confirmed the APN and server settings above, and the camera is still offline.

• Network Type shows "unknown" (see Network Status Diagnostics).

• The camera went offline near the end of a billing cycle, or after heavy live streaming or video downloads.

• The camera was recently reactivated after being deactivated on your account.

What to do

1. If ZenduIT supplied the SIM, contact Support with the camera serial number and ask us to check the SIM status. We can see whether the SIM is active and how much data it has used, and reactivate or refresh it.

2. If you supplied your own SIM, ask your carrier to confirm the SIM is active and has data remaining.

3. If the SIM is out of data, the carrier may slow it until the billing cycle resets. Service returns when data is added or the cycle resets. To avoid a repeat, see Camera Data Limit Reached: How to Optimize Camera Data Usage.

4. If the camera was deactivated and then reactivated, its SIM may also need reactivating. Mention this when you contact support.

Advanced Troubleshooting Procedures

1. Troubleshooting Repetition: If connectivity issues persist, repeat troubleshooting procedures from Step 6 through Step 18.

2. General Settings Access: Click on General configuration menu.

3. Device Module Verification: Click on Device module for network status assessment.

Network Status Diagnostics

1. Network Type Assessment: Check Network Type status:

   • If displaying "unknown," investigate APN configuration or SIM card issues

   • Verify signal strength indicators

   • Check Basic Info section for network details

2. Connection Status Verification: Click on Basic Info and verify Connected Status for final connectivity confirmation.

If the camera still won't stay online

If the camera has power and its server and APN settings match this guide, but it still shows offline or keeps connecting and dropping:

1. Put in a SIM card you know works, set the correct APN for that SIM (Step 16), check the antenna cables are connected, and repower the camera.

2. If it still will not connect, or connects only on and off, contact Support. We will check the camera's connection history from our side.

3. If it behaves the same way with a known-good SIM and correct settings, the camera's network module is potentially faulty and the camera needs to be replaced. Support will confirm whether it is under warranty and send you the replacement steps.

Troubleshooting Resolution

Systematic Approach: Follow troubleshooting procedures sequentially to identify and resolve connectivity issues through systematic configuration verification and network diagnostic procedures.

Video Reference: Refer to provided video documentation for visual step-by-step guidance throughout the troubleshooting process.

Support Resources

Technical Assistance: For additional connectivity troubleshooting, configuration support, or persistent connectivity issues, contact technical support team at support@zenduit.com or +1 (855) 936-3848 x 2 for expert guidance and advanced diagnostic procedures.

Configuration Reference: Server setup configuration must match the specified settings detailed in Step 14 for proper connectivity establishment and network communication functionality.

The connectivity troubleshooting guide provides comprehensive diagnostic procedures for resolving ZenCAM device network connectivity issues through systematic configuration verification and network status assessment using the Veyes application interface.

For a visual demonstration of this article, please see the reference video below: