Frequently Asked Questions & Trouble Shooting

Issue: My Camera/Smart Bulb/Smart Plug or other device 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.

4th way to correct: If you have having trouble connecting your Smart PlugSmart Bulb or other device that is not a smart camera in the Brookstone Smart or Smartpoint Home App in EZ MODE, try to connect using

AP MODE.(AP MODE does not work with our smart cameras).  EZ MODE is the default mode.  To connect in

AP MODE follow the step by step instructions below.(Even though the screenshots are from the Brookstone Smart App, the same process and instructions are used for the Smartpoint Home App also.)

Click on the device you are adding on the add device page of the App.

Enter your WiFi password to your network and make sure that the network you are connecting to is a

2.4G Network.

Make sure the device is blinking slowly to connect in AP Mode.  To make the device blink slowly, turn on/off 3-5 times.  If device is blinking fast, turn on/off 3-5 times again and device will start blinking slowly.

Then press EZ MODE in the top right corner and then select AP MODE.

Connecting in AP mode 1.jpg

Once you have the device blinking slowly, press "Confirm indicator is slowly blinking" and press the "Next" button.

Read and follow the onscreen instructions and then press "Go to Connect"

The App will automatically direct you to your WiFi settings in your phone. Look for the network named SmartLife-XXXX.  Select that network to join it.  Once you have successfully selected the SmartLife-XXXX network go back to the Brookstone Smart App or Smartpoint Home App.

The device will start to connect.  Wait patiently for device to connect and do not exit App or turn off the device you are connecting.

Connecting in AP mode 2.jpg

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 help@smartpointco.com. (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.

Issue: How do I disconnect my device from my current WiFi Network

and connect it to a new WiFi Network?

If you need to change the WiFi network that your device is connected to, delete the device from the Brookstone Smart App or the Smartpoint Home App. Then start the set up process again as if you were adding a new device when you are connected to the new WIFI Network that you want to the connect your existing device to.

Issue: I don't know what kind of memory card to use in my camera or how to install it.

All of the Smartpoint and Brookstone Cameras use Micro SD Cards.  To install a Micro SD Card, insert it into the slot on top or side of the camera depending on your model of camera. (See images below to make sure you have the correct type of memory card) Once you correctly insert it all the way it should click into place. To remove it, press down on it slightly and it will pop out. The cameras can use any memory size of Micro SD Card up to 128 GB in size. (Check user manual of camera to see the max size Micro SD Card that the camera is compatible with). If you have misplaced your manual, you can find them on our website by clicking on "User Manuals" at the top of the webpage.

Once the Micro SD Card is installed you need to format it. To format the card, go to the settings of the camera by clicking on the icon at the top right corner of the camera screen, then click on “Storage Settings”, then click on “Format”.  Then wait 1-2 minutes while the memory card is formatting.  Once your Micro SD Card is done formatting it is ready to record footage.

install Micro SD Card.jpg

In the Storage Settings menu you can adjust your camera's recording settings.  To record video to your new

Micro SD Card you must have "Local Recording" selected.  You can also select what your camera records.

You can have your camera record only when it detects motion or all the time.  To have your camera only record events when motion is detected, you must have motion detection turned on in your settings.  You can set your motion detections settings to low, medium or high.  Experiment with this to see if you get too many or too little notifications.

If you select "Non-Stop" recording, your camera will record everything until the Micro SD Card fills up with recordings.  Once it fills up, it will start overwriting the oldest footage on you Micro SD Card with the newest footage.  Your Micro SD Card will be able to hold more days of footage the larger the memory of the card is.  

For example, if you have a 32GB Micro SD Card, you can probably view past footage from up to 9 or 10 days ago. If you have a 128GB Micro SD Card installed, you can view about a month worth of footage.

To view your recorded footage, open your Brookstone Smart App or Smartpoint Home App and select the camera you would like to see past video from.  On the live feed camera screen, select "Playback", then select "Date".

You can then select the day you want to view the footage from and scroll until you find the time you need to view.

To record any footage and save it to your phone you can either press "Record" while live footage is being shown to record live footage or you can view old footage and then while you are viewing the footage you want to record you can press "Record" to record and then press "Record" again to stop recording.  To view your recordings, select "Photo Album" from the main camera screen.  From there, you can select a video clip and then save it to your phone's camera roll.

Issue: One or our customer service reps asked you to run a network diagnosis report 

on your WiFi Network and you don't know how

If you are having difficulty connecting your smart device to your WiFi Network, the WiFi Network may not be compatible and may be having issues.  To test this, one of our customer service reps might ask you to upload your log in your account and run a diagnostics report and send it to our technical team to see what the issue was while trying to connect.

To upload a log to us, follow the step by step instructions below.

From the home page of the App, select "Me" at the bottom right hand corner and then select the settings icon at the top right corner.

On the next page, select "About".

Then select "Upload Log" and on the next page, press "Upload Log" again.

After you have uploaded your log, continue with the instruction below to send us your network diagnosis 

report.

Uploading Log.jpg

To send us your network diagnosis report, follow the steps below.

From the settings screen, select "Network Diagnosis"

On the next page, press the "Start Diagnosis" button.

Then wait 1-2 minutes for the process to complete. Do not leave the app while this is happening.

Once, the Diagnosis is completed, press the "Upload Log" button.

Then select "Copy the Log to Clipboard".

After that, open your email and compose a new email and address it to help@smartpointco.com. Then hit paste, to paste the report in the body of the email.  To paste on an iPhone, tap the screen where you want to paste, and then press paste.

After you have uploaded your log and sent us your network diagnosis report, please email us with your email that you have your Brookstone Smart or Smartpoint Home under and let us know that you have sent us your log and diagnosis report.  We will then get back to you as soon as we can with assistance and let you know if we have discovered the issue.