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Troubleshooting Connection Issues with the Psync Genie S

Updated

If you're having trouble connecting your Psync Genie S, the following suggestions may help. We also recommend reviewing the "System and Setup Requirements" to confirm that setup requirements are met.


Verify the Psync App

  • Make sure that the Psync app is up to date. 
    1. Open the Psync app and tap your profile icon in the upper left.
    2. Select "Settings," then navigate to "About."
    3. The current app version will be displayed.
      Note: to check for updates, click here or visit your device's app store and search for 'Psync.'

Get to a Clean Starting Point and Retry:

  • Power Cycle and Placement:
    1. Restart your router by following the manufacturer’s instructions.
    2. Unplug the camera, wait a few seconds, and then reconnect it, positioning it in the router’s optimal range. You can relocate the camera after the connection is made.

  • Confirm Bluetooth and Wi-Fi Credentials:
    1. Double-check the Wi-Fi name and password you are entering.
    2. Ensure that Bluetooth and Wi-Fi are enabled on your smart device and connected to the correct Wi-Fi network.
    3. Retry the setup process.

If the Connection Still Fails:

  • Confirm Network Requirements:
    1. The camera does not support 5 GHz Wi-Fi, so ensure that 2.4 GHz is available.
    2. This is especially important with MESH and dual-band routers; if you manage your own router, confirm that the 2.4 GHz band is enabled.
    3. If your internet service provider manages the router or gateway, contact their support team for assistance in enabling the 2.4 GHz band.

  • Identify the Failure Point:
    1. Document or take screenshots of any messages from the app or note any audible notifications from the camera.
    2. If the camera was connected before, consider what might have changed.
    3. Capture a short video of the setup process and failure point—this can be helpful for customer support.
  • Collect Router and Network Details:
    1. Document your router’s make and model.
    2. Check if firmware updates are available for your router. For instructions on updating firmware, consult your router’s user manual or manufacturer’s website.
    3. Review the router settings for any custom configurations or blocked ports.
    4. Confirm that other IoT devices are connecting successfully.

Exclude Local or Environmental Issues:

  • Connect to a Different Wi-Fi Network:
    1. Try connecting the camera to a different Wi-Fi network, such as at a friend’s or family member’s home.
    2. If the connection succeeds, the issue is likely related to the original network environment.

  • Temporarily Connect to a Personal or Mobile Hotspot:
    1. Set up your Android or iPhone to act as an internet router.
    2. Note: For iPhone users, please enable "Maximize Compatibility" in the hotspot settings to ensure the required 2.4 GHz band is available.
    3. Once the hotspot or tethering is enabled, connect the Genie S to it.
    4. If a successful connection is made, the issue is most likely due to the original router configuration. Common issues typically relate to the 2.4 GHz band being unavailable or disabled on the primary router.

Contact Customer Support:

If additional assistance is needed, please reach out to our customer support team: support.psynclabs.com > contact us

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