Frequently Asked Questions & Trouble Shooting
Issue: My Camera/Smart Bulb/Smart Plug won't connect to my WiFi Network.
1st way to correct: Our smart products only work on a 2.4G wireless network. Please make sure that you are trying to connect to correct network. (Many household routers have a 2.4G and a 5G network)
2nd way to correct: Signal of WiFi Network may be weak or out of range. Please make sure that the device you are connecting is in close range to the router when adding it to the smart app. It might help to unplug your router and modem for 30 seconds then plug them back in to reset your network. After doing this, wait 5 minutes or so for your network to reboot properly so you can add your device to the smart app.
3rd way to correct: You may be entering the wrong information for the network name and password on the set up screen in the app(the screen with the sad face and happy face). Please make sure the 2.4G network name is selected and for the password be sure to enter the password for the wifi network. Do not enter the password for your Brookstone Smart or Smartpoint Home account.
Issue: I can't find the Reset button to reset the device.
Smart Plugs: The reset button on the smart plugs is the power button. Press and hold for 3-6 seconds to reset device.
Smart Bulbs: There is no reset button on the Smart Bulbs. To reset bulb, screw into socket and find the light switch to socket. Turn on/off light switch 3-5 times until light blinks rapidly.
Smart Bulbs-secondary method: To reset bulb, screw into socket and make sure light switch is turned on. Then screw in bulb into socket and then unscrew quickly. Repeat 3-5 times and leave bulb screwed into socket. Bulb should blink rapidly and be ready to set up.
Smart Cameras: On BKWIFICAM, BKWIFICAM2, and BKWIFICAM3 the reset button is a small hole that you will have to use a thin metal pin the press to reset. Refer to each individual camera manual for locations. Manuals can be viewed here. For BKWIFICAM4, the rest button is an actual button is located on the back of the camera.
Smart Sensors: The reset button on the Water Leak Sensor, Motion Sensor and the Door/Window Sensor are all located inside the cover of the device. Please refer to the individual sensor manuals for locations. Manuals can be viewed here.
Issue: QR Code won't scan to connect my Camera.
How to correct: (Please note that QR code that needs to be scanned is the one on the screen of your phone during set up. Not the QR code in the manual.) When the app brings you to the set up page to scan the QR code on your phone screen, make sure that the screen brightness is turned up enough to be clearly visible. Then hold phone steady in front of camera lens at a distance of 6 - 8 inches. Try moving the phone closer and farther away from the lens of the camera slowly if your camera is not scanning QR code.
Issue: I can't find where to purchase the optional Cloud Storage for my Smart Camera?
How to correct: When you are on the main screen of the camera, click on the settings button in the right corner. It will look like 3 little dots or a pencil. Then scroll down until you find the where it says "Purchase VAS". Select it and you will see your Cloud Storage options. If you do not see this in your settings your camera may not be able to use Cloud Storage. If that is the case, you must insert a Micro SD Card into the camera to see recorded video.
Issue: Features in my camera or my camera itself is not working correctly.
How to correct: This may be an issue our technical team will need to resolve. If you have an issue with the performance of your camera, click on the settings button in the right corner of the main screen of the camera. It will look like 3 little dots or a pencil. Then click on "Device Information". Take a screen shot of the screen or write down the "Device ID" and email that Device ID to us along with the issue your camera is having. You can email us at firstname.lastname@example.org. (We recommend taking a screen shot and emailing it to us so you can be sure there are no typos)
Issue: How do I Mount my Camera on the wall?
Mounting method for BKWIFICAM1: Use the included wall anchors and screws to attach the mounting plate to the wall where you would like the camera to be. (Wall actors only need to be used it mounting in concrete or brick or if you want it to be extra secure in drywall) Screw in screw nut into bottom of camera. Then slide the camera onto the mounting plate with the screw nut. You may need to tighten screw nut if the camera feels loose on the mounting plate. Once camera is mounted you will need to open up the camera in the app and move the lens to be a the desired angle using the tilt and pan controls. If the video is upside down, go into camera settings at the top right corner of the main camera screen and select "Basic Function Settings" and turn on "Flip Screen".
Mounting method for BKWIFICAM2: Use the included wall anchors and screws to attach the mounting plate to the wall. (Wall actors only need to be used it mounting in concrete or brick or if you want it to be extra secure in drywall) Line up the notches on the mounting plate with the grooves on the bottom of the camera. Then slide the camera onto the mounting plate and turn until secure. Once camera is mounted you will need to open up the camera in the app and move the lens to be a the desired angle using the tilt and pan controls. If the video is upside down, go into camera settings at the top right corner of the main camera screen and select "Basic Function Settings" and turn on "Flip Screen".
Mounting method for BKWIFICAM4: On the bottom of the base of the camera you will find two holes with notches next to them. Place two screws into the wall where you would like to mount the camera and make sure they are spaced the same width as the holes on the bottom of the base. Then line up the notches on the camera base with the screws in the wall. Then slide the camera onto the screws and turn until secure. If the camera is still loose, you may need to tighten the screws in the wall.