TECHSHED HELP CENTER

If your eco4life Cam is having connection issues or timing out during setup, verify that you are trying to connect to the 2.4GHz network. Most WiFi routers have both 2.4GHz or 5GHz. The 5GHz network usually has a default network name with ‘5G’ suffix. Check if you are on 2.4GHz network: You can check the network names on your phone: For IOS users: Go to your phone Settings> Wi-Fi to see names of the networks available. For Android Users: Open the settings app> Choose Wi-Fi & Wireless and Networks. Choose the wireless network from the list. How to select the 2.4G network from these: I see ONE network: If you only see one WiFi network name that belongs to you, it should be a 2.4GHz network and will work with Wyze products. I see TWO or more networks: If you see two or more WiFi network names that belong to you, then you probably have a 2.4GHz and 5GHz dual-band router. If so, from your smartphone's Wireless settings page, look at the names of your WiFi networks. A 2.4 GHz network may have "24G," "2.4," or "24" appended to the end of the network name. Or it might not have anything at all after the name. A 5 GHz network may have "5G," "5g," 5GHz," or "5" appended to the end of the network name, for example "MyWirelessNetwork - 5g" When setting up your Wyze product, connect to the 2.4GHz band. Sometimes the names of the 2.4G and 5G networks are the same. In this case check under the router settings to find the name of the 2.4G network, you may also change the network names into 2 different names by contacting your ISP. Make sure the network you pick does not have "5G" "5g," 5GHz," or "5" at the end. Still having difficulty connecting to your network? If you are still having difficulty after verifying that you are on a 2.4GHz network, try the following troubleshooting steps: Make sure the WiFi password you are using is not the same as your eco4life app password. Also, check that your password is correct and keep in mind that the password is case sensitive. Ensure your password doesn't have a space at the beginning and/or the end. Such as " mypassword" or "mypassword " Make sure your network name doesn't include special characters. (such as“ \ { } $ * ”) Make sure you are using a WPA/WPA2 encryption type for the router (you can find this information on the ISP label on the back of your router). Forget your WiFi network (for IOS devices use the small i sign next to the network name, for Android devices long press on the network name), restart the device that the application is on, and reconnect to your WiFi network. Power cycle the camera can also help reset the connection. Unplug the camera from the wall socket Wait for 30 seconds Plug it back in Run the setup process again The last step we recommend is to force closing the app and opening it back up again. If you continue to experience issues with connecting your camera, please reach out to our support team so we can troubleshoot further.

There are a few troubleshooting steps that can be taken if your Live Steam cannot connect. If the Live Stream of a camera times out, the live streaming will display failed. Below are some troubleshooting steps for your reference : Note: Sometimes the microSD card in the camera or third-party USB cables can cause issues. If you have access to the camera, try removing the microSD card and use the power adapter and USB cable that came with the eco4life Cam to see if this resolves the issue. If your eco4life Cam can't successfully stream though the servers can see that it's there. This can be caused by having too many devices connecting to the network. Try the following: Disconnect your smartphone or tablet from your WiFi network and reconnect it If that doesn't work, you can try connecting to a different network or switching to Mobile Data (4G/LTE) If the issue persists, try disconnecting devices from your network such as other smart devices, tablets, or computers IF still live streaming failed, please try bellow also: Unplug the camera's USB cord, wait 5 seconds, and plug it back in. If you still get the error, you can try to deactivate any firewall settings on your device or network. Slow internet speeds can also cause these errors. Test your internet speed by going to https://www.speedtest.net/ on the smartphone or tablet you are using and run the test. eco4life Cam needs a minimum upload speed of 1-2 Mbps for SD and 4-7 Mbps for HD. Try connecting to a different network or lower the traffic from other devices on your network if you are below the minimum. Check for the upload speed, not the download speed, of your network.

If you run into difficulty scanning the QR code, try these steps: 1. Remove the protective film from the camera's lens if it has one. 2. Confirm that nothing is obstructing the QR code on the screen (cracked screen or dirt). 3. Make sure that the QR code is displayed in full. Scroll up on your mobile device if necessary. 4. Make sure there is no glare on the screen while you are attempting to scan the QR code. 5. Gently clean the lens of the camera using a microfiber or soft cloth. 6. Hold your phone's screen steady in front of your Wyze Cam, and move or adjust the distance slowly. Hold still at the new distance for 5 seconds to give your Wyze Cam time to focus at the new distance. 7. Try holding the QR code upside down for the Wyze Cam to scan. 8. If the QR code has still not scanned, try a factory reset on the camera.

eco4life Devices need to be connected to a 2.4GHz WiFi network with a WPA/WPA2 protocol. Wyze Devices cannot be connected to a 5GHz network. Keep the following in mind when checking what type of router you have: • Newer routers are often dual-band, with 2.4GHz and 5GHz bands. • Most single-band routers are 2.4GHz. • eco4life Cam devices will not work with enterprise WiFi networks that have a landing page, sign in portal or require a browser to complete the connection. • If your internet requires you to provide not only an SSID but also a username, account name and password, you will not be able to use eco4life Cam devices. • Common examples are hotels or airport public networks. How many WiFi networks do you see that belong to you? • I see ONE network: If you only see one WiFi network name that belongs to you, it should be a 2.4GHz network and will work with eco4life Devices. • I see TWO or more networks: If you see two or more WiFi network names that belong to you, then you probably have a 2.4GHz and 5GHz dual-band router. If so, from your smartphone's Wireless settings page, look at the names of your WiFi networks. • A 2.4 GHz network may have "24G," "2.4," or "24" appended to the end of the network name. Or it might not have anything at all after the name. • A 5 GHz network may have "5G," "5g," 5GHz," or "5" appended to the end of the network name, for example "MyWirelessNetwork - 5g" • When setting up your Wyze Device, connect to the 2.4GHz band. Make sure the network you pick does not have "5G," "5g," 5GHz," or "5" at the end. WPA/WPA2 Protocol Most routers use WPA/WPA2 protocol by default. If you are still running into network issues after you have ensured you are on a 2.4GHz network, it can be useful to make sure you are on a WPA/WPA2 protocol network. eco4life Devices need to be connected to a WPA/WPA2 protocol network. It does not support WEP due to it being less secure than WPA and WPA2. If you have not been able to find the security type, you may be able to identify this via the settings on your wireless router. Each router may be different, so you may want to refer to the documentation that came with the device. Alternatively, if the router was set up by your internet service provider, we suggest you contact them for assistance. Change to the WPA/WPA2 Protocol If your router is set to WEP you will have to change the setting via your router. To do this, look up the specific brand and model for instructions, or call your internet service provider if you are using their router.

Having trouble with your eco4life Bulb disconnecting? Follow these troubleshooting steps to figure out the best fix. 1. Please ensure the bulb is plugged in and turned on at the physical switch. • The bulb requires a constant power source to stay connected •If connected to a dimmer switch, make sure the dimmer switch is set to maximum to ensure the Bulb is getting the power it needs. 2. If powered on, please try Power-Cycling the Bulb next. To do this, turn the power off and then back on from the physical switch. 3. If you're still not seeing the Bulb online after Power-Cycling, try a Factory Reset to re-add the Bulb to your account. If your Bulb has to be regularly set back up after falling offline, please us customer service cs@sonicgrachome.com so we can help you find a solution.

If you are having difficulty turning on your eco4life Bulb, some troubleshooting steps can be taken to ensure the bulb has the power it needs. The first thing to check for is if the bulb is running through a socket with a dimmer switch. There might be a dimmer switch on the light switch or on the power cord that runs to the bulb. If there is a dimmer switch, try these steps: 1. Set the dimmer to its highest setting and try turning the light on. If the Bulb is connected to a dimmer switch it's important that you adjust the brightness for the Bulb through the eco4life App and always leave the dimmer switch at its maximum setting. 2. If the issue persists, test the bulb in a different socket that doesn't have a dimmer switch. Note: If the bulb is not running through a dimmer switch and is in a lamp, you can check to make sure the lamp switch is turned on as well as any light sitch for the socket or power.

Having trouble with your eco4life Plug disconnecting? Follow these troubleshooting steps to figure out the best fix. 1. Ensure the Plug has power. If the outlet the Plug is in is controlled by a physical switch, please check to make sure it's turned on to ensure that Plug has the required constant power source. 2. If plugged in and powered on, please try Power-Cycling the Plug next. To do this, unplug it, wait a few seconds, then plug it back in. 3. If you're still not seeing the Plug online after Power-Cycling, try a Factory Reset to re-add the Plug to your account. If your Plug has to be regularly set back up after falling offline, please us customer servcie cs@sonicgracehome.com so we can help you find a solution.

If your eco4life Plug is shown as Offline in the eco4life app, there are a few troubleshooting steps that can be taken. First, ensure that the outlet or fixture that the eco4life Plug is plugged into isn't controlled by a switch (such as a light switch or power strip.) If so, make sure it is turned on. Next, try and power-cycle the Plug by removing it from the outlet, waiting at least 10 seconds, and then plugging it back in. If this is a one-off case, you can also try to setup the Plug again. Start by removing it from the eco4life app by selecting the Plug from the Home tab. Then press the Settings icon and choose Remove Device at the bottom of the page. After removing the eco4life Plug you can add the product again by following the eco4life plug setup guide.

If you run into difficulty connecting to your eco4life Plug during the setup, try the following steps: 1. Make sure you are entering the correct password for your 2.4GHz WiFi network. You can click on the eye icon to reveal the password and confirm that the password is correct. Note: Your eco4life Plug will not work with a 5GHz WiFi network and must be connected to a 2.4GHz WiFi network. If your setup keeps timing out, try changing it to a different network if available to see if it will work. 2. For some Android smartphones prior to setting up eco4life Plug, turn your cellular data off. Since eco4life Plug’s WiFi network doesn’t have internet access, some phones may automatically reconnect to your cell data. This will prevent the setup from successfully completing. 3. When connected to eco4life Plug’s WiFi network, some Android versions will send an alert saying the network doesn’t have access to the Internet. Click on this notification and opt to stay connected to the Plug’s network. Then return to the eco4life app. If you continue to have trouble or do not see this pop-up, try to forget the WiFi network in your smartphone or tablet that you were attempting to use for setup. Reconnect to that network and try again. For people using iOS 13 - Please check to make sure the Location Services permission is allowed. Here's how to do this: • Open the Settings app on your phone • Go to Privacy Settings • Go to Location Services • Make sure that the eco4life app is granted permission to use this while it's running

• If your phone or tablet has Battery Saver settings enabled, please turn them off or add the eco4life app as an exception, and test the connection again. • If the connection still fails, try rebooting your phone or tablet, then clearing the eco4life app’s cache. • Failing both of the previous troubleshooting methods, try restarting the camera by power on/off. • Some (not all) ISPs have the ability to reboot your modem remotely. If they're able to, doing so will give your eco4life Cams a chance to reconnect when the WiFi comes back online. Just like the rest of the troubleshooting on this page, this isn't a guaranteed solution, however.