What to Do When You Can't Add a Tend Camera to the App
Setting up a new Tend camera should be a straightforward process, but it can be frustrating when the camera fails to connect or isn't recognised by the Tend Secure app. This failure to add a camera can happen for several reasons, most of which are related to network settings or a simple misstep in the setup process.
This troubleshooting guide will walk you through the most common solutions to get your Tend camera successfully added to your account.
Step 1: Check Basic Requirements
Before you start troubleshooting, let's ensure the fundamentals are in place. Getting these right solves the majority of setup problems.
- Use the Correct Wi-Fi Network: This is the most common issue. Tend cameras are designed to work on a 2.4 GHz Wi-Fi network. Most modern routers are dual-band, broadcasting both 2.4 GHz and 5 GHz signals. Your smartphone must be connected to the 2.4 GHz network before you start the setup process. The 5 GHz band will not work.
- Check Your Wi-Fi Password: Double-check that you are entering your Wi-Fi password correctly. Passwords are case-sensitive. A single typo will cause the connection to fail.
- Camera Placement: During the initial setup, make sure the Tend camera is located close to your Wi-Fi router. A weak signal can prevent the camera from establishing a stable connection. You can move the camera to its final location after the setup is complete.
- Bluetooth and Permissions: Ensure Bluetooth is enabled on your smartphone, as the app may use it to communicate with the camera during setup. Also, grant the Tend Secure app all requested permissions (like location services and local network access).
Step 2: The QR Code Scanning Process
Many Tend cameras use a QR code displayed on your phone to transfer the Wi-Fi settings to the camera.
- Clean the Camera Lens: Use a soft, dry cloth to gently wipe the camera's lens. A smudge or piece of dust can prevent it from reading the QR code correctly.
- Screen Brightness: Turn your phone's screen brightness up to the maximum level.
- Proper Distance and Angle: Hold your phone steady about 15-20 cm (6-8 inches) away from the camera lens. Make sure the QR code is clearly in view. You may need to slowly adjust the distance and angle until the camera acknowledges it, usually with a beep or a voice prompt.
- Avoid Glare: Make sure there are no strong lights reflecting off your phone's screen, as this can make the QR code unreadable to the camera.
Step 3: Power Cycle and Reset
If the camera is still not connecting, a fresh start can often clear the problem.
- Reboot the Camera: Unplug the camera from its power source, wait for 30 seconds, and then plug it back in. Wait for the camera's status light to start blinking, indicating it is ready for setup, before you try again.
- Restart the App: Completely close the Tend Secure app on your phone and then reopen it. This can resolve temporary glitches within the app itself.
Step 4: Perform a Factory Reset
A factory reset should be your last resort, as it will erase any settings on the camera. This is the most effective way to resolve any persistent software issues within the device.
- Locate the Reset Button: Find the small, recessed reset button on your camera. Its location varies by model, so you may need to check the manual.
- Press and Hold: With the camera plugged in and powered on, use a paperclip or a SIM eject tool to press and hold the reset button for 15-20 seconds.
- Wait for Confirmation: The camera's LED light will usually flash or change colour, or you might hear a chime, to indicate that the reset was successful.
- Try Setup Again: Once the camera has rebooted and is back in setup mode (blinking light), go through the entire 'Add Camera' process in the app from the very beginning.
If you are still unable to add your camera after a factory reset, there may be a more serious issue with the camera's hardware or a compatibility problem with your network. At this stage, contacting Tend's customer support is the recommended next step.