W463AQ Series - 2K Dual Lens Indoor Pan-Tilt Security Camera: Troubleshooting Guide

The following are some of the most common issues and troubleshooting tips for the W463AQ Series 2K Dual Lens Indoor Pan-Tilt Security Camera.

For additional support, check out the installation guide or the frequently asked questions (FAQs).

Safely Reset the Camera

The reset button is hidden just below the camera lens. To find it, gently tilt the lens upwards, and the button will reveal itself. It is designed to be out of sight when the camera is in its normal position, keeping it sleek and discreet.

1. Keep the camera powered on.
2. Gently rotate the pan-tilt camera upwards to reveal the hidden reset button.
3. Press and hold the reset button until you hear an audio prompt. Apply gentle pressure to avoid damage.
4. Look for the flashing green Smart Security Lighting to confirm the reset.

A solid or steady green light indicates that the camera has not been fully reset. You may need to repeat the process.

Can't Turn Lighting Off

To turn the Smart Security Lighting band off:

1. Open the Lorex App.
2. Tap the settings icon [] next to the camera.
3. Tap Light Settings, then Smart Security Lighting Modes.
4. Uncheck the lighting mode so that nothing is selected and tap Save.

To turn the LED light around the call button off:

1. Open the Lorex App.
2. Tap the settings icon [] next to the camera.
3. Toggle the switch to disable the Call Button LED.

Camera Not Turning On

• Try resetting your camera by following the steps above.
• Verify that the power cable and adapter are securely connected.
• Confirm that the power adapter is plugged into a functioning outlet.
• Check if the camera is in privacy mode, which suspends all live viewing and recording.

Smart Security Lighting Indicator - Not Flashing Green

If you don't hear an audio prompt or if the status light is not flashing green, then your mobile device is not connecting with your Wi-Fi network. Try rebooting your Wi-Fi or The camera automatically records for as long as motion is detected, and this duration can't be changed. If you prefer continuous recording, which captures footage 24/7, you can switch to that option.

Keep in mind, continuous recording will fill up your MicroSD card memory faster.

Smart Security Lighting Indicator - Stuck on Solid Red

This means the network connection failed.

1. Open the Lorex App.
2. Tap the device settings icon [] next to the camera.
3. Tap Wireless Network.
4. Follow the in-app instructions to connect the camera to your network.

Cannot Pair to the Lorex App

If you’re experiencing difficulties adding your camera to the Lorex App, one possible cause is a VPN (Virtual Private Network) enabled on your mobile device. VPNs can sometimes interfere with the onboarding process by blocking necessary connections between your device and the camera. Temporarily disabling the VPN ensures the device can communicate with the Lorex servers and your local network without interruption.

⚠ Note: Once onboarding is complete, you can re-enable your VPN for regular use.

What to Check:

Confirm whether your mobile device has a VPN turned on. Common indicators:

• A "VPN" icon in your phone’s status bar.
• VPN settings enabled under your phone’s network settings.

Solution:

Temporarily disable the VPN.

• For iPhone/iOS:

1. Go to Settings > VPN.
2. Toggle the VPN switch off.
3. Retry the onboarding process after disabling the VPN.

• For Android:

1. Go to Settings > Connections > VPN.
2. Turn off the active VPN or disconnect from it.
3. Retry the onboarding process after disabling the VPN.

Too Many Notifications

If you’re receiving too many alerts, refer to the article "Lorex App - Too Many Notifications" for tips on reducing false alerts.

Camera's Image Has High Contrast/Glare

Avoid mounting the camera too low to the ground or up-close to reflective surfaces, particularly in sunny or mirrored spaces, as these can cause high contrast and glare in the camera's image.

Camera's Image Is Not Clear

• Check for dirt, dust, or spiderwebs on the lens. Clean it with a soft, clean cloth.
• Ensure the protective vinyl cover has been removed from the lens.

Cannot Change the Camera's Recording Duration

The camera automatically records for as long as motion is detected, and this duration cannot be changed. If you prefer continuous recording, which captures footage 24/7, you can switch to that option.

Keep in mind, continuous recording will fill up your MicroSD card memory faster.

1. Open the Lorex App.
2. Tap the device settings icon [] next to the camera.
3. Tap Local Recording Settings.
4. Tap to enable Continuous Recording.

"No recordings" error message

Your microSD card is full. Please go to the device settings and format the SD card to delete all previous recordings so that you can save new event recordings.

1. Open the Lorex App.
2. Tap the device settings button [] next to the camera.
3. Tap Device Storage.
4. Tap the full > arrow.
5. Select Formatting Storage to erase all data and free up space for new recordings.

⚠ Note: Formatting the storage will delete all existing footage. Be sure to save any important videos elsewhere before formatting.

Audio Function Not Working

1. Open the Lorex App.
2. Tap the live view of your camera.
3. Tap the Talk icon [] to speak through the camera from your mobile device, and tap again to listen.

Forgot Camera's Password

If you’ve forgotten the camera password, perform a hard reset. To change the password, follow these steps:

1. Open the Lorex App.
2. Tap the device settings icon [] next to the camera.
3. Tap Device Info.
4. Tap Device Password.
5. Enter your old password and create a new one.

Your password must be 8-32 characters in length, and must contain a combination of numbers, letters, and symbols.

6. Tap Save.

Forgot Lorex App Account Password

If you have forgotten the password you created for the Lorex app, tap Forgot my password on the login screen and follow the in-app instructions.

General Troubleshooting Support

Many issues can be resolved with the following troubleshooting steps:

• Ensure the latest version of the required software/app is installed and has the most recent firmware (if applicable).
• If using client software or a mobile app, ensure your device meets the minimum system requirements.
• Ensure the Internet connection and speed meet the minimum requirements for the product.
• Check the power connection(s).
• Power cycle the product(s). To power cycle your product, please power off (if applicable) and disconnect the power source for approximately 30 seconds. Reconnect, and power on.