Debugging an issue with a Captana camera

Steps to debug Captana cameras

If you have an issue with a camera in store, the following steps can be done in store to debug.

To complete the steps below, you need a smartphone with NFC enabled. iPhones are more
reliable than Androids for this functionality, however, both platforms are not always 100% smooth
with NFC so it is recommended to try any NFC connection with the camera several times.

1. Locate and identify the camera in the Captana app
   • Open the Captana app on your device.
   • Ensure you are viewing the correct store location in the Captana app.
   • Ensure you know which camera needs debugging. 
   • Check the ID (sc_xxxx) on the camera and compare it with the Captana app.
2. Establish if the camera is offline
   • If the camera has a red line on the left-hand side, it means the camera didn't wake up when it was scheduled to. The red 'x' icon indicated the last time it woke up.
   • Tapon 'Info' to see the 'Online Status' of the camera. If it says Offline, follow the steps below. If it says 'Sleep', the camera should wake up at the time indicated in the 'Sleep Until' row.
3. Replace the battery
   • Ensure the replacement battery is fully charged.
   • Once the new battery is inserted, the Camera LED should Flash in all RGB Colours.
   • If the LED does not flash, then there is an issue with the battery or the camera. If you are sure the battery is charged, then the camera needs to be returned. Please contact [e-mail] to assist you with the camera return process. 
     
     
4. Check WiFi details are correct
   • If the camera is not connected to WiFi, check the WiFi credentials are correct (SSID and password). WiFi passwords are case-sensitive.
   • Go to settings > WiFi connections > (the WiFi network the camera is connected to)
     
     
5. Check device info to see the current status of the WiFi connection.
   • Use the Captana app and click settings, then device info and scan the camera.
   • The WoFo SSID field shows if the camera is connected to a WiFi network.
   • If there is an active internet connection, the WiFi RSSI field shows the signal strength of the WiFi. The closer the score is to 0 the better. Between 0 - 50 is a good score, problems will occur at -70, and -80 is unusable. 
     
     
6. If the camera is connected to the internet but there are still issues
   • Go to Devices > tap the '+' > tap add Shelfcam > select the location SSID.
   • Click WiFi debug and touch the camera with your NFC device.
     
   • To debug further with the WIFI provider, note the MAC address of the camera.
7. Attempt to add the camera to the network again
   • Go to Devices > tap the '+' > tap add Shelfcam > select the location SSID. 
     Tap the NFC device off the camera.
   • Ensure the WiFi details are correct.
     
   • Connect to WiFi.
   • While connecting, a yellow light will flash.
   • After a successful connection, the LED will flash five times.
   • Complete set up.
   • Use the Captana app and click settings, then device info and scan the camera.
   • the WiFi SSID field shows if the camera is connected to a WiFi network.
   • If there is an inactive internet connection, the WiFi RSSI field shows the signal strength of the WiFi. The closer the score is to 0 the better. Between 0 - 50 is a good score, problems will occur at -70, and -80 is unusable.