Hive FAQs

The sensitivity settings for your motion or sound detection are too low to have detected the event. Follow the steps below and check the sensitivity setting for both "Motion" and "Sound."

Notifications are not enabled for your Hive View. You can check this by following these steps:

1. Login to your Hive app with your username and password (if needed)
2. Select the camera you wish to view from the dashboard
3. Select the "Settings" icon and go to the "Notifications" section
4. Toggle "Notifications" on/off
5. When on: choose whether to receive by push, email or SMS (you require Hive Video Playback for SMS) and set a schedule (optional)
6. Select "Save" if needed

Notifications are set up for push only and you have not enabled permissions to receive push notifications from the Hive app in your phone's settings. See you phone manufacturer's instructions for information on how to allow this.

If you followed the steps above and the activity was still not captured, considered the following:

• Confirm the event is not part of another recording. The event log will capture the event that triggered the camera to begin recording. If another event happens during the recording, it will be captured as part of that recording but not listed as a new event.
• Check the view of the camera definitely covers the area you believe activity took place in. If the motion/person was too close to the edges of the camera, it may not pick them up.
• Check the activity occurred close enough to the camera. For person detection, the person needs to be within 22 feet of the camera and at night all movement needs to be within 16 feet of the camera.
• For person detection, the feature looks for things that look like a person's face, head, shoulders, or a full body of a person and if they are moving. If a person's body is not moving or the position of the person means the camera cannot detect head and shoulders, etc., then the person will not be detected.
• For motion detection, the accuracy of detection can be deteriorated due to the object featuring a color or brightness that is similar to the background, multiple movements are continuously generated e.g. due to a cutaway, or a fixed object keeps moving in the same location.

If you have a Hive Video Playback, Hive View can notify you by text if it detects motion, sound or a person. With Hive Video Playback you'll enjoy a rolling 30-day camera history for up to two cameras for $6.99 per month (one month FREE).

When you set up Hive View, the motion detection setting will automatically be set to "Person" and only movement triggered by another person will be detected. The detection settings for sound will be set to "On." The sensitivity setting for sound will be "Medium." You can change your detection settings by following the steps below:

1. Login to your Hive app with your username and password (if needed)
2. Select the camera you wish to view from the dashboard
3. Select the "Settings" icon and go to the "Detection" section
4. Make your settings changes in the "Detection" section
5. Select "Save" if needed

When you install your Hive View, you will have notifications turned on via push and email by default. This includes system alerts for when the camera is offline/online, has low battery or gets too hot as well as event alerts for activity detection. Ensure that you enable permissions to receive push notifications from the Hive app in your phone's settings. See your phone manufacturer's instructions for information on how to do this. You can choose to turn all feature notifications on or off and change the format in which you receive notifications. System alerts will remain on by push and email at all times. To change the format in which event alerts are received:

1. Login to your Hive app with your username and password (if needed)
2. Select the camera you wish to view from the dashboard
3. Select the "Settings" icon and go to the "Notifications" section
4. Toggle "Notifications" on/off
5. When on: choose whether to receive by push, email or text (you require Hive Video Playback for text notifications) and set a schedule (optional)
6. Select "Save" if needed

When Hive View is set up and connected, it will check to see if new firmware is available and update automatically. Whenever a new version of firmware is available, your camera will automatically update. The dot light on your camera will be yellow and will slowly flash as an indication of the firmware updating. Please note, your camera will go offline temporarily during a firmware update, and access to the live stream and motion, person or sound detection will be paused. We aim to carry out updates as quickly and with as minimum disruption to your services as possible. It's important that your camera is on up to date firmware so you have the best camera experience possible.

To change the frequency of notifications sent if motion, person or sound is detected, follow the steps below:

1. Login to your Hive app with your username and password (if needed)
2. Select the camera you wish to view from the dashboard
3. Select the "Settings" icon and go to the "Detection" section
4. Adjust the sensitivity settings for motion or sound. Note, person sensitivity cannot be adjusted.
5. Select "Save" if needed

If you still get too many motion notifications, consider changing to "Person" so it detects people only and ignores all other motion.

You can change the Wi-Fi router or network your Hive View is connected to by following the below steps. Please note, once you start this journey your current Wi-Fi will be deleted from the camera and cannot be retrieved.

1. Login to your Hive app with your username and password (if needed)
2. Select the camera you wish to view from the dashboard
3. Select the "Settings" icon, and then "Change Wi-Fi"
4. Follow the on-screen instructions. When prompted press and hold the power button on the camera for 10 seconds until the ring light flashes blue

Removing Hive View from the app removes the association with your Hive online account and the camera will no longer be usable in the app with your login. Follow the steps below:

1. Login to your Hive app with your username and password (if needed)
2. Go to "Menu", then "Manage Devices"
3. Select the camera you wish to remove
4. Select "Remove Camera"
5. Review the warning message and select "Delete" to proceed

Note, if you wish to re-install your Hive View onto a new account, it needs to be factory restored after removing it from your account.

If you find Hive View is not working as it should, you may need to reset it. Resetting will restart your camera:

• Make sure the camera is switched on
• Find a paperclip or similar mechanism
• Press the reset button in the pin hole on the underside of the camera for 3 seconds. Please note: do not hold it down for longer or this will initiate factory restore
• The camera will restart itself

If you're still not up and running, email us at help@hivehome.com.

If you would like to give your camera to a friend or family member to use with their Hive online ­account, it must first be removed from your Hive online account via 'Manage Devices' in the Hive app and then by factory restoring it, factory restoring will remove the Wi-Fi network and all your settings. To factory restore a camera:

• Make sure the camera is switched on
• Find a paperclip or similar mechanism
• Press the reset button in the pin hole on the underside of the camera for 7-8 seconds until you see the ring light double flash yellow twice
• The camera will reset and power itself back on
• The ring light will then begin single flashing blue - it is now in Bluetooth pairing mode and ready to be re-installed.

You can choose when to check in and when to get some privacy by remotely switching camera monitoring on or off. When monitoring is on, livestreaming will be available and event detection will be active. When monitoring is off, this will be unavailable. To switch between monitoring on and monitoring off, simply:

1. Login to your Hive app with your username and password (if needed)
2. Select the camera you wish to view from the dashboard
3. Select the "Shield" icon underneath the viewing pane to toggle between on and off

You can also set a schedule to manage the camera on and off:

1. Login to your Hive app with your username and password (if needed)
2. Select the camera you wish to view from the dashboard
3. Select the "Schedule" icon from the tab bar
4. Set up the schedule as your would any other device

To fully turn off your camera, use the power button located on the bottom. Since your camera will no longer be online, you'll need to turn it back on before accessing remotely through the Hive app.

Hive View sends a notification when it detects motion, sound or a person. You can receive push or email notifications, and text notifications with Hive Video Playback. Ensure that you enable permissions to receive push notifications from the Hive app in your phone's settings. See your phone manufacturer's instructions on how to do this. You can choose to turn all notifications on or off and change the format in which you receive notifications. Please note, system alerts will remain on by push and email at all times. To turn notifications on/off:

1. Login to your Hive app with your username and password (if needed)
2. Select the camera you wish to view from the dashboard
3. Select the "Settings" icon and go to the "Notifications" section
4. Toggle "Notifications" on/off
5. When on: choose whether to receive by push, email or text (you require Hive Live or Hive Video Playback Membership for text notifications) and set a schedule (optional)
6. Select "Save" if needed

The camera can be physically powered on and off using the power button on the bottom of the camera. When powered off, the camera will appear as offline in the Hive app and will stop functioning; Hive View will need to be turned back on before it can be accessed remotely again.

• To power the camera off, press the power button once
• To power the camera on, press the power button for 1-2 seconds or reattach the camera cube to the stand when the stand has mains power

You can also remotely choose when to check in and when to get some privacy by remotely switching camera monitoring on or off. When monitoring is on, livestreaming will be available and event detection will be active. When monitoring is off, these will both be unavailable.

You can turn off the chimes on your Hive View by following the below steps:

1. Login to your Hive app with your username and password (if needed)
2. Select the camera you wish to view from the dashboard
3. Select the "Settings" icon and go to the "Device" section
4. Toggle "Status chimes" on/off
5. Select "Save" if needed

You can turn off the lights on your Hive View by following the steps below:

1. Login to your Hive app with your username and password (if needed)
2. Select the camera you wish to view from the dashboard
3. Select the "Settings" icon and go to the "Camera" section
4. Toggle "Ring light" and "Dot light" on/off
5. Select "Save" if needed

To use your livestream, follow the steps below:

1. Login to your Hive app with your username and password (if needed)
2. Select the camera you wish to view from the dashboard
3. Select "Go Live" in the viewing pane

You can stop the live stream by selecting "Pause" from the control screen in your Hive app (available by tapping the viewing pane when a livestream is playing). If there's a problem with your livestream, you'll see an error message on the app screen. Select the "Refresh" icon to try again. If you keep seeing "Oops something went wrong" and can't restart livestream, try going to the app dashboard, refreshing and then returning to your camera and selecting "Go Live". If camera monitoring is switched off, you'll see a "monitoring off" message in the viewing pane. You can't livestream until it's switched back on. You can do this using the shield icon under the viewing pane in the app. When the camera is switched off at the unit or has no connection, an offline message appears in the viewing pane in the Hive app. You won't be able to livestream without internet connection.

When motion, person or sound is detected, Hive View records a video from 5 seconds before this to 1O seconds after the activity event ends.

• If another event is detected during recording, the recording extends
• The recording stops after 10 seconds of no activity
• After 10 minutes, the recording will stop and a new recording will begin if activity continues
• If the camera loses network connection, the camera will continue recording video until that event ends, up to a maximum of 10 minutes. It will then not record any further events until the camera is back online.

Hive View will record only when:

• Switched on at the unit and connected to broadband
• Camera monitoring is on
• Motion, person or sound detection is turned on

Recordings can be accessed at any time, whether the camera is online or offline. This excludes recordings that started but didn't finish before the camera went offline or those beyond your 30-day camera history if you have Hive Video Playback or 24 hours earlier if you have standard 24-hour playback.

The main way to power Hive View is by plugging the USB cable provided into the base of the stand and using the power adapter provided. However, there is also the option to run the camera on battery power occasionally. To do this, simply grab the camera from the camera arm. This is connected magnetically so pulls away and attaches back easily. The battery should last for over an hour. You will receive a 'low battery' notification when the battery is running low, and the dot light on the camera will start flashing red.

To see and change your Hive View's time zone:

1. Login to your Hive app with your username and password (if needed)
2. Select the camera you wish to view from the dashboard
3. Select the "Settings" icon and go to the "Device" section
4. Under "Time zone" you will see the current time zone for your camera. Tap on "Time zone" to select a new time zone
5. Select "Save" if needed

The default time zone is selected based on your phone's region settings at the time of install.

Hive View sends a notification when it detects motion, sound or a person, you can receive push or email notifications. You can also receive text notifications with Hive Video Playback. When you install Hive View notifications will be turned on via push and email by default. This includes system alerts if your camera is offline/online, has low battery or gets too hot. Ensure that you enable permissions to receive push notifications from the Hive app in your phone's settings. See your phone manufacturer's instructions for information on how to do this.

Firstly, check that your camera has monitoring switched on. You can change this using the shield icon under your viewing pane. Next, check that notifications are enabled for your Hive View. You can do this by following these steps:

1. Login to your Hive app with your username and password (if needed)
2. Select the camera you wish to view from the dashboard
3. Select the "Settings" icon and go to the "Notifications" section
4. Check Notifications are toggled on. Note, you should also check if a schedule is set up for your notifications as your schedule may be in a time slot where notifications have been suspended.
5. Select "Save" if needed

If you selected push only, check you have enabled permissions to receive push notifications from the Hive app in your phone's settings. See your phone manufacturer's instructions for information on how to do this. To avoid sending too many notifications we have limited this to keep the information relevant. Every event will be captured in a recording. However, a notification will only be sent every 30 minutes for each event type (sound and motion/person). If all of this is correct but your phone still fails to receive a notification, you will still get this activity captured in a recording so you can check it from your Hive app.

If you are having issues installing Hive View, please follow the steps below:

1. Check the camera is plugged in, powered on, and the ring light on the camera screen is flashing blue. To power the camera on, press the power button for 1-2 seconds or reattach the camera cube to the stand when the stand has mains power.
2. If the ring light is not flashing blue, press and hold the power button for 10 seconds until the ring LED does start flashing blue.

Check that you have enabled permissions for the Hive app to use your location in your phone's settings. See your phone manufacturer's instructions for information on how to do this. Check the network you are trying to connect to is not one of the following:

• A public Wi-Fi hotspot
• A network that requires a cloud based username and password to connect
• Using an undiscoverable router

Next, check:

1. Your phone is close enough to the camera during installation to maintain the connection
2. Your camera is close enough to the Wi-Fi router you are trying to install it to
3. Your router has an internet connection. You can check this with your Internet Service Provider

If you're still unable to install Hive View, please follow the below steps:

• Press the power button on the underside of the camera to turn off then hold the power button 1-2 seconds to turn back on then start the installation Journey again
• Log out of the Hive app and force close the application for Android and iOS double click the home button and swipe the app up to force close
• Delete the app and install again
• Factory restore the camera: press the reset button in the pin hole on the underside of the camera for 7-8 seconds until you see the ring light double flash yellow twice. If you're still not up and running, email us at help@hivehome.com or call our Technical Support team at 1-866-470-9122 from 8am-5pm (CST) daily.

You will get sent a notification when the camera reaches 20% of battery and the dot light on the camera will start flashing red. Your camera will shut down soon after if it is not reconnected to the main power source. The battery is rechargeable. If your camera battery gets low, reattach the camera to the arm and ensure the stand base is attached to a switched-on mains power supply to recharge.

You will get sent a notification if the camera reaches 167 degrees and the ring light on your camera will start flashing red. Your camera will shut down until it's temperature has reduced. If your camera gets too hot, make sure it is away from direct sunlight or any heat sources such as radiators or electric heaters.

The camera can go offline for multiple reasons. To get your camera back online, try the following:

1. Check the camera is powered on. The camera can be physically powered on and off using the power button on the underside of the camera. When powered off, the camera will appear offline in the app and will stop functioning. Hive View will need to be turned back on at the unit before it will appear as online and can be accessed remotely again.
• To power the camera off, press the power button once
• To power the camera on, press the power button for 1-2 seconds or reattach the camera cube to the stand when it has the main power source.
2. Check if the battery has run out. The battery is rechargeable and you need to simply reattach the camera to the arm and ensure the base of the stand is attached to the main power source, and that it's switched on to begin recharging.
3. Check if the camera has overheated. Make sure your camera is away from direct sunlight or any heat sources such as radiators or electric heaters.
4. Check that your broadband connection is working.

Live stream is only available when online. Video playback and settings are available even when offline.

If your camera does not power itself on and the light ring starts single flashing blue, then simply:

• Ensure the camera is powered on
• Press and hold the power button for 10 seconds until the ring light does start flashing blue

If you are seeing a solid blue ring then the Bluetooth connection has timed out. Press and hold the power button for 10 seconds until the ring light does start flashing blue.

If your Hive View recording is repeatedly interrupted or takes a long time to start up, try the steps below:

1. To view a seamless video on the mobile device, the speed of the wireless network is recommended to be at least 1.5Mbs. Moving from l080p to 720p HD livestream view can also help.
2. When the Wi-Fi signal received by the camera is weak, the video may not be received seamlessly. Move your camera vcloder to your Wi-Fi router and check the Wi-Fi signal strength of the router in camera settings.
3. If the distance between your camera and Wi-Fi router is too far, you could also try installing a Wi-Fi Extender in a spot where the signal is weak. This will only help if the extender is on the same floor as your router.
4. The internet connection that your phone has needs to be fast enough. Check your mobile provider data package in case you have any restrictions in place.
5. Sometimes having multiple cameras on the same broadband network may slow down the connection causing recordings to be slower than usual to view.

If you are seeing "Oops something went wrong" and can't restart livestream, try going to the dashboard, refreshing and then returning to your camera and selecting "Go Live."

Your Hive View requires a minimum of 1.5Mbps. If you have low bandwidth on your network, this could impact either the performance of the camera or the performance of other devices connected to the same network.

If you have a problem with your Hive View, try the following:

1. Check our service status page (status.hivehome.com) to see the status of the Hive app
2. Check that your broadband connection is working
3. Check that your Hive View is connected to the main power source and switched on
4. Reset the camera

If you're still not up and running, contact Customer Support.

Hive View works on both 2.4Ghz and 5Ghz frequencies so you need a router which supports either of these frequencies in order to install and use Hive View. If you are unsure of what frequencies your router supports, please contact the manufacturer of your router or Internet Service Provider (if they provided your router).

Anything that Hive View records is stored securely online. You can access recordings and play them back from virtually anywhere. You can playback videos from the last 24 hours as standard or get the most from your Hive View camera with Hive Video Playback. You'll enjoy a rolling 30-day camera history for up to two cameras for $6.99 per month (one month FREE) with Hive Video Playback.

Activity notifications including those for sound, person, and motion detection are turned on and off from "Settings". All activity notification types are controlled together. System notifications will be sent at all times by both push and email, even if you have turned off event notifications. System notifications include:

• Offline - sent when the camera has been offline for 10 minutes
• Online - sent when the camera comes back online
• Low battery - sent when the battery level drops to 20%
• Overheat - sent when the camera reaches 167 degrees

Your Hive View will not work and will appear as offline until your broadband connection is restored.