Are you getting an error that says, “Preparing video” or “Downloading video” whenever you try to play the recorded videos from your video doorbell camera?
There will be cases wherein upon trying to play the recorded video of your device, an error message may appear. This may be due to an internet connection as our Kangaroo devices always rely on the internet connection being provided to them. Should there be any error messages upon viewing the recorded videos, the steps below can help.
Step 1. Exit from the Kangaroo App and check internet connection.
Also try to open or load up a video from any of your downloaded Applications (like YouTube) to make sure that you are getting enough internet speed.
Step 2. Retry loading the videos from "Activity" tab.
After checking the internet speed, open the Kangaroo App and go to Activity. Pull down to refresh the page. Then try to view one of the recordings again. If there’s still an error message that says, “Preparing video” or “Downloading failed”, proceed with Step 3.
Step 3. Try to switch networks.
You might be having issues on your internet connection where your phone is currently linked to, if there’s a different internet connection available, kindly switch networks. If there’s nothing, please check if an available mobile hotspot is possible. Once switched, try doing Step 2 again.
**If all steps are done and still the error messages appear when viewing a recorded video, please take a screenshot and escalate to one of our Support GuRoos.
Comments
4 comments
Well lol, says chat with someone and you get sent to these articles to read what you've already tried. NOT HELPFUL
I'm having trouble setting up the device can someone please help me out with this issue?
Photos just randomly stopped uploading. I changed the batteries yesterday and then today it quit showing images. I have had this device before but had to replace it after 6 months maybe. I love this thing but I have reset it and tried all the trouble shooting things and nothing is fixing it....
I tried to reset my camera doorbell over 3 times now. I called Kangaroo and she told me that she would update my software then try it again in 30 minutes, Still the camera will not load photos. Plus I got double charged for the services. To bad last time I had this doorbell it worked great, I also watched the videos on resetting which were about useless.
I am going to write this doorbell off as a bad investment and throw it in the trash.
Please sign in to leave a comment.