My SAMi Kit isn't working.

Try the following troubleshooting steps:

Section 1: Check the camera

  1. Confirm the camera’s power light is on.

    • If it is not check that the AC adapter is plugged in and that the cord is plugged securely into the back of the camera.

    • Try a different power outlet (mains outlet).

    • If the power light still does not turn on unplug the AC adapter from the back of your SAMi router and try it with the camera. If the power light turns on then the camera’s AC adapter has failed. If you’ve had the camera for less than a year contact support, otherwise you can order a replacement here: SAMi AC Adapter

  2. If the power light is red and rapidly blinking contact us here: Technical Support.

  3. If the power light is on and green you can skip to section 3.

  4. If the power light is on and red (not blinking) continue with section 2 below.

Section 2: Connect the camera to the SAMi router

Turn off your SAMi iPod or iPad and plug in your SAMi-3 camera near to your Wi-Fi router. If the SAMi power light turns green after about a minute then the camera is connected to the SAMi router so you can skip to section 3.

Otherwise continue the steps below:

  1. Confirm that the Wi-FI router is on. The router’s power light should be on as well as the Wi-Fi light. These are the two leftmost lights on the router.

    • If the power light is not on check that the power switch on the back of the router is pressed. Also check that the AC adapter is plugged in and securely connected to the router.

    • If the power light is on but the Wi-Fi light is not press and hold the Wireless On/Off button until the Wi-Fi light is on. This is on the side of the router. DO NOT PRESS THE RESET BUTTON ON THE BACK!

    If you changed something here start the SAMi3 app and check if the camera is now working. Otherwise continue the steps below:

  2. Using an opened paper clip press the reset button on the side of the camera while watching the power light. The power light should turn off, then red, then green.

    If the power light is now green start the SAMi3 app and check if the camera is working. Otherwise continue to the next section.

Section 3: Connect the iPod/iPad to the Wi-Fi network.

  1. Turn on the SAMi iPod/iPad and start the iOS settings app. Check that the Wi-Fi network is set to the “SAMi” network.

    • If it is not then change it to the network named “SAMi”.

    • if you do not see a network named “SAMi” and the router is on and the router’s Wi-Fi light is on look for a network named “NETGEARXX” when XX is a number. For example: NETGEAR84. If you see this then the router has lost its settings. Follow these steps to re-configure the router: How do I restore my SAMi Router?

    If you changed something here check if the camera is now working. Otherwise continue the steps below:

  2. If the camera power light is still red contact us here: Technical Support

  3. Start the SAMi3 app and select Settings -> Reset (in the upper right).

  4. Select “Erase All App Settings”.

  5. The SAMi3 app will exit. Restart the app and follow the camera setup steps.

  • If your SAMi camera is still not working properly contact us here: Technical Support.

  • If it is working move the camera back to where you want to use it. Plug it in and confirm the power light turns green. If it does not then the camera is too far from the Wi-Fi router. Move the router closer and higher.

Rapidly flashing power light

The power light on your SAMi camera flashing continuously and rapidly means that its firmware has been erased. This should never happen and usually indicates that the camera has failed and needs to be replaced. See here for a replacement camera offer.

If your camera model is a SAMi-3 you may be able to recover it using the instructions below. This requires access to a computer with an Ethernet jack running Microsoft Windows and some familiarity with Command Prompt and networking.

  1. If you haven't already received the firmware from us send a message to SAMi customer support requesting it. Be sure to include the camera product code. This is found on the back of the camera and is in the form "SAMi-3" or "SAMi-3a".
  2. Unzip the recovery file you received from us.
  3. Set the IP address for the computer's Ethernet jack to "193.168.168.50" and the Subnet mask to "255.255.255.0".
  4. Connect the SAMi-3 directly to your computer's Ethernet jack with an Ethernet wire and plug in the camera. Confirm that the camera's power light is rapidly flashing.
  5. Double click on "recover.bat" in the unzipped folder.
  6. The firmware will be sent to the camera and the camera power light should stop flashing.
  7. When the camera power light starts to flash slowly (after about a minute) the firmware update is complete.

Power cycle the camera. The power light should now turn on and no longer flash continuously. Start the SAMi3 app and see if the camera now connects. If not, reset the camera and follow the instructions here to re-connect the SAMi3 app to the camera.

My iPod Touch is not responding well to touches.

The most common cause for touch response problems with the iPod touch is using a non-Apple brand USB power adapter or lightning cable.

Next, try resetting your iPod. Start the settings app and then choose General/Reset/Reset All Settings. This will not affect your recordings.

If that doesn't work, try removing the case and see if the iPod responds better. If it works better, clean the iPod and case, this might fix it.

My camera was working, but now I get the message "Camera is probably off or not connected to the network."

If you have a SAMi kit click here: My SAMi Kit isn't working.

Otherwise, try the following:

Section 1: Check the camera

  1. Confirm the camera’s power light is on.

    • If it is not check that the AC adapter is plugged in and that the cord is plugged securely into the back of the camera.

    • Try a different power outlet (mains outlet).

    • If the power light still does not turn try another AC adapter if you can. Any 12v DC adapter with a compatible plug should work as long as it is at least 1 amp (look on the adapter for “1A”, “1000mA”, “1.5A”, or “1500mA”, etc). This is very commonly used with Wi-Fi routers. If you have one borrow it and try it with the camera. If the power light turns on with the new adapter then the camera’s AC adapter has failed. If you’ve had the camera for less than a year contact support, otherwise you can order a replacement here: SAMi AC Adapter

  2. If the power light is red and rapidly blinking contact us here: Technical Support

  3. If the power light is on and green you can skip to section 3.

  4. If the power light is on and red (not blinking) continue with section 2 below.

Section 2: Connect the camera to your router

  1. Move your SAMi camera near your Wi-Fi router and plug it in. Wait a minute and see if the power light turns green. If it does start the SAMi app and check if the camera is now working. If it is then the camera is probably being used too far from the router.

  2. Connect the camera to your router with an Ethernet wire. Be sure to connect to a LAN jack, not a WAN jack. most routers have a single WAN jack and multiple LAN jacks. Connect to any of the LAN jacks. Check again if the power light has turned green within a minute or so. If it has, continue to Section 3. Otherwise try the following:

    • Check the connection light for the jack you connected the camera to. Most routers have a light for each LAN jack, this should turn on while connected to the camera. If it does not try a different Ethernet wire and/or a different LAN jack.

    • Power cycle your router

    • Using an opened paper clip press the reset button on the side of the camera while watching the power light. The power light should turn off, then red, then green.

    • If the power light on the camera is still red after trying these steps contact us here: Technical Support

Section 3: Connect the iPod/iPad to the Wi-Fi network.

  1. Turn your iOS device completely off, then back on.

  2. Start the Settings app on your iOS device. Make sure you are connected to the same Wi-Fi network that your SAMi is connected to.

  3. Start the SAMi3 app. If the camera connects do the following:

    • Select Settings -> Camera Settings -> Wi-Fi -> Change. Select your Wi-Fi network and enter the password. Disconnect the Ethernet wire, wait for the power light to turn green and confirm the camera connects ok.

    • If it does not contact us here: Technical Support

  4. Select “Erase All App Settings”.

  5. The SAMi3 app will exit. Restart the app and follow the camera setup steps.

  • If your SAMi camera is still not working properly contact us here: Technical Support.

  • If it is working move the camera back to where you want to use it. Plug it in and confirm the power light turns green. If it does not then the camera is too far from the Wi-Fi router. Move the router closer and higher.

If none of this helps send us a log file and we’ll follow up.

How do I send a Log file?

My iPod won't turn on or charge.

We occasionally see iPods that stop charging  and appear to be completely dead (no display at all). The cause is not clear, it may be associated with letting the iPod battery completely drain. We recommend leaving the iPod connected to an Apple brand charger. If you are running on battery power and get a low battery warning either immediately connect the iPod to a charger or exit the SAMi app and turn the iPod off.

To recover your iPod:

The first thing to try is connect the iPod to a different charger. Let it stay connected for 1/2 hr or longer. If the display continues to stay off and the iPod does not respond to button presses then these steps will usually fix the issue.

  1. Connect the iPod to a computer and run iTunes.
  2. Press and hold the power and home buttons for 10 seconds.
  3. While holding the home button, release the power button
  4. iTunes should respond with a message that the iPod is in recovery mode and needs to be restored. Let go of the home button. Note that the iPod screen will still be blank but the iPod is running.
  5. If you don't get the iTunes message, leave it connected for 1/2 hour, then try again. Be sure to continue to hold the home button when you release the power button.
  6. Follow the instructions to restore the iPod. This will clear all the data from your iPod, this is unfortunately unavoidable.

After the iPod is restored you will need to re-install the SAMi3 app. See here for instructions.

Next, reset your SAMi-3 camera. Use an opened paperclip to press the button in the hole on the side of the camera.

Now start the SAMi3 app and add the camera. See here for instructions.

I can't see an image from the camera.

The iOS device has lost communications with the SAMi network camera.  Here are some things to try:

1. Confirm that the camera is plugged in.

2. Try unplugging and replugging the camera (power cycle it).

3. Check that your iOS device is connected to your WiFi network and confirm that you see the Wi-Fi symbol on the status bar in the upper left.  If you do, confirm that the iOS device is connected to the same W-iFi network that the SAMi network camera is connected to.

If none of the above works then:

1. Plug the camera into the Wi-Fi router using an Ethernet cable.

2. Try and connect with the SAMi app while standing near the router.

If this does not work, go through the camera setup steps again.  If it still does not work, contact support.

If steps 1 and 2 do work:

3. Disconnect the Ethernet cable, power cycle the camera, and try again with both you and the camera still near the Wi-Fi router.

If this does not work, contact support.

If it does work:

4. Leave the SAMi network camera near the router and move with your iOS device to the location you normally want to monitor from. Confirm it is still working.

If it is not working, then your Wi-Fi signal level is too low at the location you want to monitor from. You will either need to move the WiFi router closer to where you want to monitor from or add a Wi-Fi repeater.

Next:

5. Move the SAMi network camera to the location to be monitored, then stand by the router with your iPhone/iPod and confirm it is working.

If it is not, then you do not have a strong enough Wi-Fi signal for the SAMi camera. Move the Wi-Fi router closer to the camera location or add a Wi-Fi repeater.

Finally:

6. Walk back with your iPhone/iPod/iPad to the location you normally want to monitor from and confirm it is still working.

If it is not working, then move the Wi-Fi router closer to both locations or add one or more WiFi repeaters.

I can't email a recording.

Before you can email a recording you need to have an email account set up on your iOS device. Here are Apple's instructions on doing this.

When a recording is sent from the SAMi app you will get a confirmation message that the recording was sent. This actually just confirms that the email with the recording was handed off to Apple's email app. If you don't get the email then it may be "stuck" in the app. Here is how to check for this:

Start the Mail app.

Look to see if there is a Mailbox called Outbox.

If there is open this mailbox and see if your recording emails are there. If they are then something is preventing the email app from sending them.

Possible causes are:

1. You are not connected to the internet. If you are using the SAMi WiFi router then you will need to connect to a different WiFi network that has an internet connection for the mail to be sent. Use the Settings app to select a different WiFi network. Then return to the Mail app. Drag down to force the app to check mail (this will also force it to try and send the messages in the outbox).

2. The Mail app need to be restarted. We've seen cases where no matter what you do mail is not sent from the Outbox. This usually can be cleared by restarting the Mail app. Double click the home button then swipe the mail app off the top of the screen. This will shut the app completely down. Then touch the home button again and restart the Mail app. The recording emails should then be sent.

3. The iOS device needs to be restarted. Sometimes it is necessary to turn the iOS device off and back on to clear a problem. Press and hold the power button until the power off slider is displayed and slide it off.  Once the device is completely off, press the power button to turn it back on. Start the Mail app and confirm the Outbox messages are sent.

4. Your email host is rejecting the email. This could happen if the host is limiting the attachment size. The SAMi app splits up long recordings to try and avoid this but your host may have a very small attachment size limit. The recordings created by SAMi are typically under 4MB. The only solution if this is the case is to use a different email host provider such as Gmail.

If none of these suggestions solve the problem for you send us a logfile.

Also, as an alternative you can use iTunes File Sharing to copy recordings off of your iOS device. Here are instructions.

My camera keeps disconnecting.

Here are some things to try:

  • Improve the WiFi signal at your camera by moving your WiFi router closer to the camera, or even just raise it higher.  You can check the camera's signal level in the camera settings.
  • Reset your iPhone/iPod/iPad network settings. This is found in your iOS device's settings app. Choose General/Reset/Reset Network Settings. This will not remove any data or settings other than the password for your WiFi network.
  • Reset your router by either power cycling it or pressing the reset button.  This should cause the router to search for a WiFi channel with less interference.
  • Try running in Guided Access mode. Instructions are here.
  • Some routers do not work well with SAMi.  These routers probably are briefly interrupting the data stream.  This might not be noticeable when browsing the web or watching online video but still cause problems for the low latency SAMi video.  If you can, try SAMi with another router.  You may want to dedicate a router to SAMi to maximize reliability. 
  • Reformat the camera's SD card.  You can find this under Setup, then select the camera settings by touching the disclosure button to the right of your camera ("i").   
  • Remove the SD card from the camera.  SAMi will still work properly but no recordings will be made.  If this resolves your problem the SD card needs to be replaced.  Contact us, or you can replace it yourself. SAMi works best with a class 10 (or better) 32 GB microSD card.  We recommend this one:

SanDisk High Endurance Video Monitoring Card with Adapter 32GB (SDSDQQ-032G-G46A)

Click here for more information about increasing SAMi reliability.

If none of these suggestions improve things for you, please send us a log file ("Email Support" or  "Send Log..." under "Help" in the SAMi app).  Include the model number of your router, any changes you might have made to your network, and anything else you think might help us troubleshoot this for you.