How does the notification feature work?
There are three steps to receive a motion event notification on your phone.
Step 1: Camera detects a motion event and sends it to its cloud server on AWS;
Step 2: The cloud server sends the motion event info to Apple(iOS)/Google(Android) notification server;
Step 3: The Apple(iOS)/Google(Android) notification server sends the notification to your phone, and there will be a pop-up notification on your phone.
Why are notifications delayed?
Usually, all three steps will be completed within a few seconds. However, in some cases, a delay may occur at step 1 or 3.
There may be a ten-second delay in Step 1.
In most cases, this is due to a poor or unstable network connection.
Please check and ensure that the Wi-Fi network connection is good, and that the camera is installed in a place with a strong Wi-Fi signal.
Please also select 720p resolution (SD) for video recording to reduce streaming bandwidth.
There may be a delay of tens of minutes in Step 3.
Many external factors might cause this delay, such as Apple/Google’s notification server, the phone’s poor or unstable network connection, etc. Most of the time, it can return to normal after a while.
For some brands of Android phones, to fix the delay, you need to check the following settings:
- Enable the Background Progress(Supported by some phone models): Please open the app > tap “User” > tap “About APP” > tap “System permission” > make sure both “Background progress” and “Notification” are enabled.
- Add the App to Battery-saving Whitelist: You must add our App to the battery-saving whitelist in your phone’s Settings. It’s because the battery management of these Android phones will kill all background running apps, causing the apps to fail to receive the notifications from Google(Android) notification server on time.
How to add our App to the battery-saving whitelist: Go to your phone’s Settings > Apps > Our App > Battery > Battery optimization > Don’t optimize. Please note that different Android smartphone manufacturers may provide different types of battery-saving modes for their devices, and the names and functionalities of these modes may vary. There is an article with a detailed explanation and operation of the delay issue for Samsung phones. Please tap here.
Other possible solutions:
- Close the app and re-open it.
- Clear the app cache. You can tap the “User/My” – “About App” to find the “Clear Cache” button.
- Delete the app and reinstall it.
- Test on another phone of a different brand.
Why are notifications delayed after purchasing a plan?
When you purchase a plan, there will be one more step between Step 1 and Step 3. That is: The motion event has been analyzed by the AI algorithms in the cloud to decide whether to send the notification or not. For example, if you select “Person” under the “Notification Setting” page in the app and the camera recognizes a person in the motion event after analysis, it will decide to send the notification, and vice versa.
That’s exactly why you may feel a little longer receiving notifications after paying.
If the issue still persists, please contact technical support. Provide us with the details of the steps you’ve taken, including related screenshots or screen recordings of your steps. This will help us understand the situation and provide the necessary assistance to resolve the issue.