Intro

Thank you for contacting Ruision Customer Service. How may I assist you today?

May I please have your name

To better assist you, I just need to confirm a few details about your camera.

First, is your camera solar-powered or plug-in?

And is it connected through 4G/mobile network or Wi-Fi?

Lastly, could you please confirm whether your camera is a Bullet camera or a PTZ camera?

To verify your account, could you please provide the email address registered with your camera?

Could you please provide the DID number of your device? The DID is the unique device identifier shown in the High EasyApp.

Camera Offline

Let’s check your camera step by step.

1. Restart the camera
Please disconnect the camera from power, wait a few seconds, and then connect the power again.
Once it turns on, please check if it is online.

2. Check the memory card
If it is still offline, please remove the memory card and test the camera again. This will help us check if the memory card is causing the problem.

For 4G cameras:
Please check that the 4G SIM/data card is inserted correctly, active, and has enough data balance.

For Wi-Fi cameras:
Please restart your Wi-Fi router and check the camera again.

3. Firmware
If the camera comes back online, we can check the firmware and update it if needed.

4. Still offline?
If the camera still does not respond after these checks, the issue may be with the camera or power supply,
We will now forward your query to the concerned department, and they will contact you soon.
Thank you for contacting Ruision Customer Service. We appreciate your patience and cooperation. Have a wonderful day. Take care!

I understand that your camera is offline or frequently going offline. Let me help you troubleshoot it.

Step 1: Please check whether the camera battery has enough charge.

Step 2: Please turn off the camera, remove the memory card, and then turn it back on to check whether the device responds.

Step 3: If the device does not respond, please charge it for 2–3 hours and then turn it on again.

Step 4: If there is still no response, the device may be abnormal. I will forward your query to the Merchant Customer Service Department, and they will contact you soon regarding your issue and arrange further testing or repair.

Step 5: If the device responds, please wait for it to fully start and check whether it comes online.

Step 6: If the device comes online, please check whether the device firmware is outdated. If a new version is available, update the device to the latest version.

Step 7: If the device is still offline, please click the 4G Flow icon and check the status of the flow card.

Step 8: If the flow card status is abnormal, I will forward your query to the Merchant Customer Service Department, and they will contact you soon regarding the flow card status.

Step 9: If the flow card status is normal but the device is still offline, I will forward your query to the Merchant Customer Service Department, and they will contact you soon regarding your issue for further investigation.

I understand that your camera is offline or frequently going offline. Let me help you troubleshoot it.

Step 1: Please unplug the power supply, remove the memory card, reconnect the power, and check whether the device responds.

Step 2: If the device does not respond, the device or its power supply may be abnormal. I will forward your query to the Merchant Customer Service Department, and they will contact you soon regarding your issue and arrange further testing or repair.

Step 3: If the device responds, please wait for it to fully start and check whether it comes online.

Step 4: If the device comes online, please check whether the device firmware is outdated. If a new version is available, update the device to the latest version.

Step 5: If the device is still offline, click the 4G Flow icon and check the status of the flow card.

Step 6: If the flow card status is abnormal, I will forward your query to the Merchant Customer Service Department, and they will contact you soon regarding the flow card status.

Step 7: If the flow card status is normal but the device is still offline, I will forward your query to the Merchant Customer Service Department, and they will contact you soon regarding your issue for further investigation.

I understand that your camera is offline or frequently going offline. Let me help you troubleshoot it.

Step 1: Please unplug the power supply, remove the memory card, reconnect the power, and check whether the device responds.

Step 2: If the device does not respond, the device or its power supply may be abnormal. I will forward your query to the Merchant Customer Service Department, and they will contact you soon regarding your issue and arrange further testing or repair.

Step 3: If the device responds, please wait for it to fully start and check whether it comes online.

Step 4: If the device comes online, please check whether the device firmware is outdated. If a new version is available, update the device to the latest version.

Step 5: If the device is still offline, please power off and restart your Wi-Fi router and check whether the camera comes online.

Step 6: If the camera is still offline, please reset the device and try connecting it to the Wi-Fi network again.

Step 7: If the camera still cannot connect, I will forward your query to the Merchant Customer Service Department, and they will contact you soon regarding your issue for further investigation.

Agent: Thank you for contacting Ruision Customer Service. Have a great day and take care!

PTZ Issues

I understand that you are having a problem with the PTZ function. Let me help you troubleshoot it.

Step 1: The PTZ configuration parameters may be reversed.

Step 2: I will forward your query to our Manual Customer Service Department, and they will contact you soon regarding your issue.

I understand that you are having a problem with the PTZ function. Let me help you troubleshoot it.

Step 1: Please click the Position Calibration function and check whether the PTZ rotates automatically during the self-check.

Step 2: If the PTZ rotates during calibration, wait until the self-check is completed and then try controlling the PTZ again.

Step 3: If the PTZ is still abnormal, I will forward your query to our Manual Customer Service Department, and they will contact you soon regarding your issue.

Step 4: If the PTZ does not rotate during calibration, please restart the camera and observe whether it rotates up, down, left, and right during the restart process.

Step 5: If it rotates during restart, wait until the self-check is completed and try controlling the PTZ again.

Step 6: If it is still abnormal, I will forward your query to our Manual Customer Service Department, and they will contact you soon regarding your issue.

Step 7: If the PTZ does not rotate during restart, the motor may be abnormal. I will forward your query to the Merchant Customer Service Department, and they will contact you soon regarding your issue and arrange further repair if needed.

I understand that you are having a problem with the PTZ function. Let me help you troubleshoot it.

Step 1: If the camera restarts whenever you try to turn the PTZ, the equipment may be abnormal.

Step 2: I will forward your query to the Merchant Customer Service Department, and they will contact you soon regarding your issue and arrange further inspection and repair if needed.

I understand that you are having a problem with the PTZ function. Let me help you troubleshoot it.

Step 1: Please click the Position Calibration function and wait for the PTZ self-check to complete.

Step 2: After calibration is completed, try controlling the PTZ again.

Step 3: If the PTZ still cannot be controlled properly, I will forward your query to our Manual Customer Service Department, and they will contact you soon regarding your issue.

I understand that you are having a problem with the PTZ function. Let me help you troubleshoot it.

Step 1: Please check whether Human Detection and Human Tracking are enabled.

Step 2: If they are not enabled, please turn them on.

Step 3: If they are already enabled, please test whether the PTZ can rotate normally through the APP.

Step 4: If the PTZ rotates normally, please check whether the camera is installed correctly. For human tracking testing, the camera should be installed in the proper position and should not be placed on a desktop or underground.

Step 5: If the installation angle is correct but human tracking still does not work, I will forward your query to our Manual Customer Service Department, and they will contact you soon regarding your issue.

Step 6: If the PTZ cannot rotate through the APP, I will forward your query to the Merchant Customer Service Department, and they will contact you soon regarding your issue and arrange further repair if needed.

I understand that you are having a problem with the PTZ function. Let me help you troubleshoot it.

Step 1: If the camera was manually rotated during installation, its initial position may have been changed. Please click Position Calibration to restore the factory default position.

Step 2: If the default position is not the position you want, you can use the APP to move the PTZ to your preferred position.

Step 3: If Human Tracking is enabled, the camera will automatically follow detected people. If you want the camera to remain in a fixed position, please turn off Human Tracking.

Step 4: If you want the camera to automatically return to a specific position after human tracking, you can set a Guard Position.

Step 5: Before setting the Guard Position, please click Position Calibration first. After calibration is completed, set your desired Guard Position.

Agent: Thank you for contacting Ruision Customer Service. Have a great day and take care!

Memory Card & Playback Problems

I understand you’re having a problem with the memory card or playback. Let’s check it step by step.

1. Check the network
First, please make sure your internet connection is stable and try playing the video again.

2. Check the memory card
If the problem continues, please check whether the memory card is inserted correctly and is detected by the camera.

3. Format the memory card
If the card is detected but playback is still not working, we may need to format the memory card. Please make sure any important videos are saved before formatting.

4. Test again
After formatting, please try recording and playing a video again.

5. Replace the card
If the problem continues after formatting, the memory card may be faulty and may need to be replaced.

IMP POINT 1: If you are using a solar AOV camera, please note that when there is no human detection, some models record at 1 frame per second. Because of this, the playback may look less smooth. This can be normal camera behavior.

Issue Persists:If the issue continues after these steps, we will forward your query to the concerned department, and they will contact you soon.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that your memory card is showing an abnormal status. Let’s check it step by step.

Step 1: Format the Memory Card
Please open the APP and go to Settings → Video Recording and Storage (Storage Management) → Format Memory Card.

Step 2: Check Again
After formatting, please check whether the memory card is working normally.

Step 3: If the Problem Continues
If the memory card is still showing an abnormal status after formatting, the memory card may be damaged and needs to be replaced.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that the APP is showing that no memory card is inserted. Let’s check it step by step.

Step 1: Restart the Camera
This may be caused by an unstable network connection. Please restart the camera and then check the playback again.

Step 2: Check the Memory Card
If the memory card is showing an abnormal status, please go to Settings → Video Recording and Storage (Storage Management) → Format Memory Card.

Step 3: Check After Formatting
After formatting, please check whether the camera can record and play videos normally.

Step 4: If the Problem Continues
If the memory card is still abnormal after formatting, the memory card may be damaged and needs to be replaced.

Step 5: If It Works Normally
If the memory card works normally after formatting, you can continue using it for some time. However, if the same problem happens frequently, the memory card should be replaced.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that you’re seeing a black screen or a problem with the video playback bar. This is generally caused by an abnormal or faulty memory card. Let’s check it step by step.

Step 1: Format the Memory Card
Please open the APP and go to Settings → Video Recording and Storage (Storage Management) → Format Memory Card.

Step 2: Check the Recording
After formatting, please check whether the camera can record and play videos normally.

Step 3: If the Problem Continues
If the playback is still abnormal after formatting, the memory card may be faulty and needs to be replaced.

Step 4: If It Works Normally
If playback works normally after formatting, you can continue using the memory card for some time. However, if the same problem occurs frequently, the memory card should be replaced.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that the playback video is stuttering. Let’s check the cause step by step.

Step 1: Solar AOV Camera
If you are using a Solar AOV camera, please note that when human detection is not triggered, the camera records at 1 frame per second. The video may appear less smooth, and this is a normal product design feature.

Step 2: Check the Preview
For a plug-in camera, please check whether the live preview is also stuttering.

Step 3: If the Preview Is Also Stuttering
If the live preview is also stuttering, the issue may be caused by network instability. Please try using a different or more stable network environment and test the camera again.

Step 4: If the Preview Is Normal
If the live preview is normal but the playback is still stuttering, the memory card may be abnormal.

Step 5: Format the Memory Card
Please go to Settings → Video Recording and Storage (Storage Management) → Format Memory Card. Then check whether the video recording and playback are normal.

Step 6: If the Problem Continues
If the playback is still abnormal after formatting, the memory card may be faulty and needs to be replaced.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that the playback shows “Video failed to load. Please check the network environment and try again.” Let’s check it step by step.

Step 1: Check Other Users
If multiple people are trying to view the same playback at the same time, only one person can view the playback at a time. Please ask the other users to exit the playback, then try again.

Step 2: Restart the Camera
If only one person is viewing the playback, please restart the camera and then try to view the playback again.

Step 3: Please let me know if the playback works after these steps.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that there is no video data available for today. Let’s check it step by step.

Step 1: Check Camera Time
Please check whether the camera time is correct. If the time is incorrect, please synchronize the camera time and wait about 10 minutes, then check the playback again.

Step 2: Check Recording Settings
Please check the recording plan and make sure the required event recording is enabled.

Step 3: Check Detection Settings
Please make sure Human Detection or Motion Detection is enabled. If the required detection function is turned off, the camera may not trigger recordings.

Please check these settings and let me know if the camera starts recording normally.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

Cloud Playback Problems

I understand you purchased cloud storage but cannot see your recordings. Let’s check a few things.

1. Check activation
If you recently activated the cloud package, please wait a little while for the cloud service to start generating video.

2. Check detection
Please make sure human detection or motion detection is enabled. The camera needs to detect the required event for cloud video to be recorded.

3. Check the camera
Please make sure your camera is online and that its firmware is up to date.

4. Check the recording date
Please also check the date of the video you are trying to view.

Note: Please note that cloud storage does not provide access to recordings made before the cloud package was activated. Only recordings made after activation, according to the cloud service’s recording rules, can be available.

Issue Persists: If you have checked these steps and still cannot see your cloud videos, we will forward your query to the concerned department, and they will contact you soon.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that you purchased cloud storage but cannot watch the playback. Let’s check it step by step.

Step 1: Wait for Cloud Video Generation
If you have just activated the cloud storage, please wait about 10 minutes. It takes some time for the video files to be generated.

Step 2: Check Event Detection
If you purchased an event video package, please make sure the camera is triggering events. Also check that Human Detection or Motion Detection is enabled. If these functions are turned off or no event is triggered, there may be no cloud video available.

Step 3: Update the Camera
If the camera firmware version is too old, please update the camera firmware first. After updating, wait about 10 minutes and then check the cloud playback again.

Step 4: Further Assistance
If the problem continues after these checks, we will forward your query to the concerned department, and they will contact you soon for further investigation.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that you purchased a cloud storage package but cannot view the previous playback.

This is a normal situation. Cloud storage only saves and allows you to view videos recorded after the cloud storage package was activated. Videos recorded before the package was opened are not available in the cloud playback.

You can view the cloud recordings made after activating the package.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

Picture/Image Problems

I understand you’re having a problem with the camera image. Let’s check it step by step.

1. Check firmware
First, please check if your camera has the latest firmware.

2. Update the camera
If an update is available, please update the camera and then check the image again.

3. Restart the camera
If the problem continues, please disconnect the camera from power, wait a few seconds, and then connect it again.

4. Still having the problem?
If the image is still red, purple, blurry, or poor quality after the update and restart, the issue may be related to the camera hardware.

Issue Persists: In this case, we will forward your query to the concerned department, and they will contact you soon for further assistance.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that your camera is showing a red or purple screen. Let’s check it step by step.

Step 1: Check the Camera Version
Please check whether your camera is using the latest firmware version. If it is an older version, please update the camera to the latest version.

Step 2: Restart the Camera
If the camera is already using the latest version, please restart the camera and check the image again.

Step 3: If the Problem Continues
If the red or purple screen remains after restarting, then we have to forward your query to the merchant’s customer service to arrange for the camera to be returned to the factory for repair. They will contact you regarding your problem soon.

Thank you for contacting Ruision Customer Service. We appreciate your patience and cooperation. Have a wonderful day. Take care!

I understand that the camera screen is blurred. Let’s check it step by step.

Step 1: Check the Camera Version
Please check whether your camera is using the latest firmware version. If it is an older version, please update the camera to the latest version.

Step 2: Restart the Camera
If the camera is already using the latest version, please restart the camera and check the image again.

Step 3: If the Problem Continues
If the screen is still blurred after restarting, then we have to forward your query to the merchant’s customer service to arrange for the camera to be returned to the factory for repair. They will contact you regarding your problem soon.

Thank you for contacting Ruision Customer Service. We appreciate your patience and cooperation. Have a wonderful day. Take care!

I understand that the camera screen is black. Let’s check it step by step.

Step 1: Check the Camera Version
Please check whether your camera is using the latest firmware version. If it is an older version, please update the camera to the latest version.

Step 2: Further Assistance
If the camera is already using the latest version and the screen is still black, then we have to forward your query to the manual customer service department for further troubleshooting and they will contact you regarding your issue soon.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that one of the pictures from your multi-lens camera is showing a black screen. Let’s check it step by step.

Step 1: Check the Camera Version
Please check whether your camera is using the latest firmware version. If it is an older version, please update the camera to the latest version.

Step 2: Check for Repeated Restarting
If the camera is repeatedly restarting, the issue may be caused by an abnormal or faulty cable.

Step 3: Further Assistance
If the camera continues to restart or one lens still shows a black picture, then we have to forward your query to the merchant’s customer service to arrange for the camera to be returned to the factory for repair. They will contact you regarding your problem soon.

Thank you for contacting Ruision Customer Service. We appreciate your patience and cooperation. Have a wonderful day. Take care!

I understand that the camera shows as online, but the preview is stuck on a black screen with a loading circle. Let’s check it step by step.

For Solar Cameras

Step 1: Trigger Human Detection
Please walk in front of the camera to trigger Human Detection and check whether the camera can turn on and open the preview.

Step 2: Check the Camera Version
If the camera turns on, please check whether it is using the latest firmware version. If it is an older version, please update the camera to the latest version.

Step 3: Restart the Camera
Please restart the camera and check whether the preview can be opened after it turns back on. If it works, please check and update the camera firmware if needed.

Step 4: Test Without the Memory Card
If the camera has a memory card, please turn off the camera, remove the memory card, and turn the camera back on. Then check whether the preview opens normally.

Step 5: Further Assistance
If the problem continues after these checks, we will forward your query to the concerned department, and they will contact you soon for further investigation.

For Plug-in Cameras

Step 1: Restart the Camera
Please disconnect the camera from power and then reconnect it. Check whether the preview opens normally.

Step 2: Check the Camera Version
If the preview opens, please check whether the camera is using the latest firmware version. If it is an older version, please update the camera to the latest version.

Step 3: Test Without the Memory Card
If the camera has a memory card, please disconnect the camera from power, remove the memory card, reconnect the power, and check the preview again.

Step 4: Further Assistance
If the preview still cannot be opened after these checks, we will forward your query to the concerned department, and they will contact you soon for further investigation.

Agent: Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that the camera picture is blurred or not clear. Let’s check it step by step.

Step 1: Adjust Sharpness
Please open the camera settings and change the sharpness level, then check the picture again.

Step 2: Check the Focus
If changing the sharpness does not improve the picture, please check whether the camera lens has a focus problem.

Step 3: Further Assistance
If the picture is still unclear and the lens needs to be re-focused, then we have to forward your query to the merchant’s customer service to arrange for the camera to be returned to the factory for repair. They will contact you regarding your problem soon.

Thank you for contacting Ruision Customer Service. We appreciate your patience and cooperation. Have a wonderful day. Take care!

I understand that the camera picture is reversed. Let me help you correct it.

Step 1: Please open the camera’s live preview screen.

Step 2: At the bottom of the preview screen, click the Mirror Flip option.

Step 3: Select the appropriate mirror/flip option to correct the picture orientation.

Agent: Please check the preview again to make sure the picture is displayed correctly.

Agent: Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that one of the pictures in the multi-shot is reversed. Let me help you check the issue.

Step 1: Please check the pictures from the multi-shot camera.

Step 2: If the rotatable camera is reversed while the other fixed camera is displayed correctly, or if the fixed camera is reversed while the rotatable camera is displayed correctly, if any of these condtions met then we have to forward your query to the manual customer service department for remote configuration and repair.

Step 3: If multiple fixed cameras are reversed, it means the camera itself may be installed or configured in the wrong orientation. In that case we have to forward your query to the merchant’s customer service to arrange for the camera to be returned to the factory for repair. They will contact you regarding your problem soon.

Thank you for contacting Ruision Customer Service. We appreciate your patience and cooperation. Have a wonderful day. Take care!

Audio, Alarm & Notification Problems

I understand you’re having a problem with notifications or the camera’s voice alarm. Let’s check it step by step.

For Notifications

Step 1: First, please make sure Human Detection is enabled.

Step 2: Next, please check that Message/Push Alarm is enabled.

Step 3: Also, please make sure notifications are allowed for the High EasyApp in your phone settings.

Issue Persists: If all three settings are enabled but you still don’t receive notifications, we will forward your query to the concerned department for further investigation, and they will contact you soon.

For Voice Alarm

Step 1: Please first make sure Human Detection and Sound Alarm are enabled.

Step 2: Then, please check that the camera speaker is working.

Step 3: After that, please disconnect the camera from power, wait a few seconds, and reconnect it.

Step 4: Now, please trigger an event in front of the camera and check if the voice alarm works.

Issue Persists: If the speaker still produces no sound, the camera may need hardware testing or repair.

In that case, we will forward your query to the concerned department, and they will contact you soon.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that you are having an audio problem. Let me help you troubleshoot it.

Step 1: Please use the APP Intercom button to test the speaker.

Step 2: If there is still no sound from the device, the speaker may be abnormal. I will forward your query to the Merchant Customer Service Department, and they will contact you soon regarding your issue and arrange further repair if needed.

I understand that you are having an audio problem. Let me help you troubleshoot it.

Step 1: Please use the APP Intercom button to test the audio.

Step 2: On the preview screen, open the Sound function and make sure it is enabled.

Step 3: Please turn your phone volume to the maximum and check whether you can hear any sound.

Step 4: If there is no sound during the intercom test, the device microphone may be abnormal. I will forward your query to the Merchant Customer Service Department, and they will contact you soon regarding your issue and arrange further repair if needed.

I understand that you are having an audio problem. Let me help you troubleshoot it.

Step 1: Please make sure the test distance between the phone and the camera is not too far. We recommend keeping the distance within 5 meters.

Step 2: Please increase the microphone volume and test the audio again.

I understand that you are having an audio problem. Let me help you troubleshoot it.

Step 1: Please reduce the microphone volume appropriately and test again.

Step 2: Please make sure the phone and camera are not too close during the intercom test. We recommend testing at a distance of around 10 meters to avoid audio interference or whistling.

Step 3: Please check whether the camera has a new firmware version available. If the camera is using an old version, please update it and test the audio again.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that you are having a problem with the alarm or message notifications. Let me help you troubleshoot it.

Step 1: Please confirm whether the Human Detection function is turned on.

Step 2: Please confirm whether the Message Push Alarm function is turned on.

Step 3: Please also check whether notification permission is enabled for the APP on your mobile phone.

Step 4: If all of these functions are enabled but you still do not receive message notifications, I will forward your query to our Manual Customer Service Department, and they will contact you soon regarding your issue.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

I understand that you are having a problem with the alarm or message notifications. Let me help you troubleshoot it.

Step 1: Please confirm whether the Human Detection function is turned on.

Step 2: Please confirm whether the Sound Alarm function is turned on.

Step 3: If both functions are enabled, please test whether the camera speaker has sound.

Step 4: If the speaker has sound, please restart the camera and then trigger human detection to test whether the alarm sound works.

Step 5: If there is still no alarm sound, I will forward your query to our Manual Customer Service Department, and they will contact you soon regarding your issue.

Step 6: If there is no sound during the intercom test, the speaker may be abnormal. I will forward your query to the Merchant Customer Service Department, and they will contact you soon regarding your issue and arrange further testing and repair if needed.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

Refund & Subscription Issues

I understand you need help with your cloud-storage. I’ll help you with that.

For Cloud Storage Refund

To check your refund request, please provide the following information:

Step 1: Your Dr. Rui/HiEasy account information

Step 2: A screenshot of the payment/order

Step 3: Your order or transaction number

Step 4: Your device DID, if applicable

Step 5: We also need to check which payment merchant was used for the purchase before processing the refund.

Confirmation: Once we have the required information, we will forward your query to the concerned department, and they will contact you soon.

For Cancel Automatic Renewal

— WeChat

If you paid through WeChat, please open WeChat and go to:

Me → Services → Wallet → Payment Settings → Automatic Renewal

Then select the relevant service and choose Close to cancel automatic renewal.

Cancel Automatic Renewal
— Alipay

If you paid through Alipay, please open Alipay and go to:

My → Settings → Payment Settings → Automatic Renewal/No-password Payment

Then select the relevant service and choose Close to cancel automatic renewal.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

4G Data Card Problems

Step 1: I understand you’re having a problem with your 4G data card. Let me help you with that.

Step 2: Could you please tell me what problem you’re experiencing? Is the data card expired, showing an abnormal status, or do you need help with recharging it?

Step 3: If the data card needs to be recharged, or you need to check its balance, expiry, or status, these services are handled by the data-card merchant/provider.

Step 4: If you were told that the data card was free but it is now asking for payment, please contact the merchant’s customer service to confirm the data-card plan and payment requirements.

Step 5: If you are unable to resolve the issue with the merchant, we will forward your query to the concerned department, and they will contact you soon.

Step 6: Thank you for contacting Ruision Customer Service. Have a great day and take care!

Solar Charging & Battery Problems

I understand you’re having a problem with your camera’s solar charging or battery. Let’s check it step by step.

Step 1: Check Sunlight
Please make sure the solar panel is receiving direct sunlight. It should not be blocked by trees, walls, roofs, or other objects.

Please also make sure the panel is clean.

For the best results, the panel should generally face south and be positioned at around 30°–45°.

Step 2: Check the Cable
Please check that the solar cable connections are secure and that the cable has no visible damage.

Please avoid bending the cable too much and make sure you are using the official extension cable.

Step 3: Test Direct Charging
Please try charging the camera directly using a suitable 5V/2A charger.

If the camera charges normally with the charger, the solar panel may be the problem.

If the camera also does not charge with the charger, the issue may be related to the battery or charging circuit.

Step 4: Check the Weather
Please note that cloudy, rainy, or winter weather can naturally reduce solar charging efficiency.


Step 5: Check Power Consumption
Features such as full-color night vision can use more battery power. If needed, using black-and-white night vision can help reduce battery consumption.

Step 6: If the Problem Continues
If the camera still does not charge properly after these checks, we will forward your query to the concerned department, and they will contact you soon.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

QR Code Problems

I understand you’re having a problem with the QR code. Let’s check it step by step.

Step 1: Check the QR Code
Please check whether the QR code is clear and readable. If it is blurry or cannot be scanned, please try scanning it again.

Step 2: Try Reverse-Code Addition
If the QR code still cannot be scanned, please try the reverse-code addition option in the app.

Step 3: Generate a New QR Code
If that does not work, we can try to generate a new QR code using the device’s DID.

Step 4: QR Code Missing
If the QR code label is missing or you cannot see the QR code, please provide the device DID. We can use it to retrieve the device information and regenerate the QR code.

Step 5: Replacement Label
If a new QR code cannot be generated and a physical label is required, we will forward your query to the concerned department, and they will contact you soon regarding a replacement label.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

Repeated Restarting

I understand that your camera keeps restarting. Let’s check the memory card first to find the cause.

Step 1: Remove the Memory Card
Please remove the memory card from the camera.

Step 2: Test the Camera
Please turn the camera on and check whether it continues to restart without the memory card.

Step 3: If the Problem Stops
If the camera works normally after removing the memory card, the memory card may be causing the problem and should be replaced.

Step 4: If the Problem Continues
If the camera continues restarting even without the memory card, the issue may be with the camera itself.

Step 5: Further Assistance
In this case, we will forward your query to the concerned department, and they will contact you soon regarding repair or further assistance.

Thank you for contacting Ruision Customer Service. Have a great day and take care!

APP Function Guide

1. Change Picture Quality
Please open Preview → Picture Quality → Sharpness and select the picture quality you want.

2. Card Playback
Go to Preview → Playback → Card Playback to view recordings saved on the memory card.

3. Cloud Playback
Go to Preview → Playback → Cloud Playback to view recordings saved in cloud storage.

4. Enable Notifications
When you receive a device message, tap Open Now to enable notifications.

5. Disable Notifications
Go to Message → ⋮ → Settings → Close to disable notifications.

6. Add a Device
Go to Home → “+” and follow the instructions to add your camera.

7. Recharge 4G Data
Go to Device List → 4G Traffic Icon to access the 4G data recharge options.

8. Check 4G Traffic
Go to Device List → 4G Traffic Icon to check your remaining 4G data or traffic usage.

9. Talk / Intercom
During Live Preview, tap Intercom and hold the speaker button while speaking.

10. Listen to the Camera
During Live Preview, tap Sound → Enable Sound to hear the camera’s audio.

11. Share the Camera
Tap the Share Icon → Share, then enter the other user’s account information to share the camera.

12. Flip the Image
Go to Preview → Mirror Flip to change the camera’s image orientation.

13. Format the Memory Card
Go to Device Settings → Video Recording & Storage → Format.
Please make sure any important recordings are saved before formatting because formatting will erase the recordings on the card.

14. Set the Time
Go to Device Settings → Time Settings to adjust the camera’s time settings.

15. Update Firmware
Go to Settings → Firmware Update → Upgrade Now and follow the instructions to complete the update.

16. Restart the Camera
Go to Settings → Restart Camera to restart the camera through the APP.

17. Close the AI Floating Window
Go to My → Local Configuration → Float Display AI and disable the floating AI window.