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.

Safely Reset the Camera

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.

Camera Not Turning On

• 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.
• Note that when the camera is not recording, it may enter sleep mode. You can wake the camera by accessing its live view or through motion detection.
• Try to safely reset the camera (steps outlined above).

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. Reboot your Wi-Fi OR perform the following steps to reset the device.

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.

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’s thumbnail.
3. Tap Wireless Network.
4. Follow the in-app instructions to connect the camera to your network.

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

You cannot adjust the recording duration after motion is detected. The camera records for the duration of detected motion. To switch to continuous recording, which records 24/7:

Note that continuous recording will quickly consume your MicroSD card memory.

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

Audio Function Not Working

1. Start live view by tapping the camera's thumbnail.
2. Tap Talk 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’s thumbnail.
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.