SUPPORT

Information & Assistance

F.A.Q

Get answers to common issues

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CANADA Toll Free :
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Customer service hours: Monday to Friday 9 a.m. to 6 p.m. EST
Saturday and Sunday from 12 p.m. to 5 p.m. EST

Holiday schedule:

December 24th : 9 am to 5 pm ET
December 25th : Closed
December 31st : 9 am to 5 pm ET
January 1st : Closed

Support by product

General FAQ

Most frequent questions and answers

General Use

You have access to your account directly on the cell-phone application and on the internet portal. You can modify your personal information or add other cameras to your account in these two places.  You can also add other users, however, you must share the same email address and password.

Our cameras can be used indoors. The structure, the materials used and the size of the building can affect the quality of the cellular signal.

Please note that indoors, the camera can be powered with a 12V or USB adapter.

Navigate to the settings menu on the Vosker mobile app or webapp for your selected camera. There you can change your basic, cellular setup and advanced options to best match your use case and save.

Note that our cameras communicate with our servers based on the frequency set in your settings.

This feature was designed to preserve battery power. When it is not possible for the camera to successfully complete a synchronization, the frequency attempts are reduced until a synchronization can be completed.

When does the camera activate survival mode?

To activate the survival mode, the camera must fail 4 consecutive synchronizations (the exact amount may be subject to change). The camera will therefore only synchronize at its usual synchronization time.

How does the camera disable survival mode?

In order to disable survival mode, the camera must successfully synchronize to the VOSKER CLOUD.

Exceptions

For the first 15 minutes after activating the survival mode, the camera will still try to synchronize to the VOSKER CLOUD. If one of the synchronizations is successful during this period, the camera will immediately deactivate this mode. 

The first synchronization, the very first one after the camera is turned on (no photos are sent) does not count as a success, but it can count as a failure.

Plan & Coverage

Click here for more details about cellular coverage for your model.
 

Canada: Our SIM cards work on all major cellular networks in the country.

United States: We have two cellular network options for the United States. There’s the Verizon network and the AT&T network.

Please note that your cell phone network does not have to be the same as your camera network to be able to receive photos to your mobile application.

Please note that indoors, the camera can be powered with a 12V or USB adapter.

  • ​Photos or Videos on SD card (Camera): 1920×1080 (Full HD)
  • Photos on the App: 600×338

As soon as your camera is activated, VOSKER offers you a cell phone plan with a trial period. Once this period is over, your camera will automatically switch to our free plan. It will be possible for you to choose a monthly or annual plan depending on your usage.

Canada: Our SIM cards work on all major cellular networks in the country.

United States: We have two cellular network options for the United States. There’s the Verizon network and the AT&T network.

Please note that your cell phone network does not have to be the same as your camera network to be able to receive photos to your mobile application.

Please note that indoors, the camera can be powered with a 12V or USB adapter.

Troubleshooting

  • Detection problems can be the result of a bad installation. Optimal installation is as follows:
    – About 3 feet from the ground or at the subject’s height.
    – The camera should be installed between 25 and 35 feet from the targeted area, aiming parallel to the ground and the motion sensor sensitivity setting at about ¾.
    – It is also best to aim the camera to the North to avoid back lighting and false detection. Backlighting will cause bad picture quality and if sun rays directly hit the optic lens, it can damage the CMOS sensor.
    – The heat from sun rays can also cause false detection when hitting the motion sensor.
  • To make sure the camera is detecting correctly, place it in test mode and wave your hand in front of the sensor, the light on the front should blink every time the camera is triggered. If it does, then set the sensitivity dial at ¾ to the maximum and walk from side to side in front of the camera up to 50 feet away and again the light should blink every time the camera detects you.
  • Make sure that the operating schedule you programmed is correct (if applicable).
  • Verify the battery level.
  • In a dark room, make sure the infrared LEDs are flashing during the photo or video (if applicable).
  1. Make sure you’re not using NiMh batteries, they don’t supply enough voltage.
  2. Make sure that the camera is not set to “Electricity Mode” when using AA batteries, lithium battery pack or a 12V external battery. ” Electricity Mode” should only be used with a 12V AC/DC power supply because the camera always stays awake and continuously consumes energy.

SENSE

A.I by VOSKER

VOSKER SENSE is an A.I solution powered by VOSKER, trained to recognize and analyse your security cameras photos. With its cutting edge technology VOSKER SENSE enable your camera to distinguish if a human or a car is intruding your perimeter.

 

 

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