Sight App Troubleshooting Guide
Sight App says 'Device Already Bound' after scanning QR code
Most common resolution
The end user has most likely scanned the QR code twice. Due to the M15 units connecting via a 4G SIM card, it can take up to a minute for the unit to show in the app. End users can mistake this for a fault and try scanning the QR code again. Get the user to close the app, open it back up, and check the home screen — 99% of the time, it will already be connected.
Troubleshooting step 1
If the previous step has been completed, the unit may have accidentally been left bound to the testing app in the factory. Obtain the EMEI number from the QR code sticker on the inside of the unit door and send it to service@eliteoptical.co.uk to get the unit unbound.
Signal and User lights flashing green
Most common resolution
This means there is no data plan connected to the device. Advise the user to go through setup — this will put the user on the free data plan. They can purchase more pictures/videos on different data plans within the app if required.
Troubleshooting step 1
If the end user has deleted the unit from their Sight App at any point, this will permanently delete all of their paid and free data plans, causing these two lights to flash. The Sight App will display a warning message to advise this. If they do delete it, they will never get the paid data plan back again and will need to purchase a new one. The free data plan will come back only on the date it was due to be refreshed (e.g., if the free data plan was claimed on 1st Oct, it won't come back until 1st of the following month).
Batteries going down too quickly
Most common resolution
Check that the user is not using Duracell batteries — Hikmicro have confirmed these batteries do not work well with the M15 units. Any other manufacturer will be fine.
Troubleshooting step 1
If they are not using Duracell batteries, the unit's settings may be on max, which will cause the batteries to run out quicker. Adjust device settings as follows for best battery life:
- Image Resolution: 3MP
- Remote Control: Delay 24H
- Burst Shots: 1P
- Video Resolution: FHD-1080P (10 secs)
Troubleshooting step 2
Ensure the unit is up to date — firmware released around 5 months ago fixed a bug that significantly reduced battery life.
SD Card light flashing
Most common resolution
Wrong SD card has been inserted. M15 units are designed to work with SD cards between 8–64GB. However, some 64GB cards may be slightly larger than 64GB and not work correctly. It is recommended to use a card between 8–32GB.
Troubleshooting step 1
If they are using a card between 8–32GB, advise them to perform an update on the unit.
Software update taking a very long time
Most common resolution
This is completely normal. Some firmware updates for the M15 units are very large and can take up to 24 hours to complete.
Troubleshooting step 1
If after 24+ hours the unit is still updating, it may have lost connection during the process and will need to be manually updated. Please email service@eliteoptical.co.uk. They will provide a downloadable version of the newest firmware and steps for manual installation.
Unit not taking any pictures/videos
Most common resolution
Check that the end user has a valid data plan running. This can be verified by clicking on the unit in the Sight App, which will show the amount of pictures available. If they have run out, they can purchase a new data plan or wait until the free plan refreshes.
Troubleshooting step 1
If they are running a valid data plan, go into device settings and ensure that PIR sensitivity is set to High and Camera Mode is set to Photo or Video.
Troubleshooting step 2
If the previous steps have been completed, perform a firmware update on the unit.