Top Installation Issues

Please review the issues below and/or search our knowledge base online via the 'help' link from within the my.VueZone.com site or at VueZone.com/support. Use the 'Ask a Question' option if you are unable to resolve your issue with the information provided or cannot find what you are looking for.



Minimum System Requirements

The only hardware requirements for your VueZone personal video network are an existing broadband Internet connection (typically via cable/DSL) and an open network (LAN) port on your router or switch to connect the gateway to.

To setup and operate your VueZone system via your my.VueZone.com account you will need access to an Internet browser. Internet Explorer 7.0+, Firefox 3.0+, and Safari 3.0+ with Adobe Flash 10.1+ have been qualified to work with my.VueZone.com. Once the system is registered, you can also view your cameras from one of our free mobile apps for the iPhone, Android and BlackBerry platforms (see http://vuezone.com/shop-products/mobile-apps for more details on which models and carriers have been tested to work with the VueZone system).

A minimum upload connection speed of 300Kbps at the location of your VueZone system is recommended. You can test your download and upload bandwidth at http://www.speedtest.net - choose the 'Begin Test' option to initiate a speed test. Once complete, your download and upload Mbps will be displayed.


Gateway Internet light not blinking

Within 2 minutes after you connect your VueZone gateway to your router and connect the power you should have a solid blue power light and a blinking Internet light on the front of the gateway. If the light under the word 'Internet' on the front of your gateway is not blinking, the gateway is not getting successfully connected through your router to the Internet.


  • First check to make sure that the network cable you are using is the one included with your VueZone system and that it is firmly plugged into both your router and your gateway. You may want to try another port on your router.
  • Do you have other devices connected directly to your router like your computer? If so make sure that you are able to browse the Internet from this device.
  • Check your IP settings on your computer: Start - Run - type 'cmd' enter - command prompt window opens - type 'ipconfig /all' and look to see what it returns for the IP Address of your Local Area Connection (or Wireless Network Connection if connected wirelessly). Does 'DHCP Enabled' show as 'Yes'? If your IP does not start with 10., 172. Or 192., it is recommended you contact your ISP and let them know that you want to add another device to your network that needs to get an IP via DHCP and ask them the best way to accomplish that.
  • Do you have a firewall? Some software and hardware firewalls can block the gateway from connecting to the Internet. If you are setting up your gateway in a managed environment then you may need to contact your IT department.
  • If you are still unable to get your gateway to connect, please submit a support incident describing the steps you have taken and include who your Internet Service Provider (ISP) is, what type of Internet connection you have at your location (DSL, cable, etc.), the model of your Internet router, and if there any other devices connected directly to your router.

You also may want to try recycling power to the gateway to see if the system is able to connect to the Internet. Unplug the power adapter in the back of the gateway, wait 1 minute, and reconnect the power. Your gateway will take about 1-2 minutes to start-up.

NOTE: In some cases the light under the word 'Internet' will blink but you are still unable to register your unit or get connected to our data center. This may also be related to firewall settings or if your ISP or location forces all Internet traffic through proxy servers - our gateway cannot connect through most proxy servers. Check with your IT team and/or ISP to see if there are any proxy servers and if there is any way to bypass them.


Camera does not power on

When you turn your camera on a blue LED on the front of the camera will illuminate for a couple seconds. If you missed it the first time you turned your camera on, try turning the camera off and on again and look for the blue light. If your camera is already installed, login to your my.VueZone.com account and attempt to play your camera. If your camera is not available, you will receive a notification message of its status. If your camera is not active, try re-syncing the camera using a new battery. If you are still having an issue, please contact support so that we can provide further assistance.


Sync light on Gateway does not come on

The sync LED on the gateway will not light up if the gateway is not connected to the data center, which can happen if the system is still booting up to connect to our data center. Try and press the sync button again on the gateway to see if the light on top of the gateway immediately below the button comes on.

The sync LED on the gateway will not light up if the gateway is not connected to the data center, which can happen if the system is still booting up to connect to our data center. Try and press the sync button again on the gateway to see if the light on top of the gateway immediately below the button comes on.


Camera LED doesn't blink rapidly to indicate it synced with Gateway

It is possible that the camera did sync, but you may have just missed the light pattern confirming that it synced. Login to your my.VueZone.com account and try and play your camera(s). If your camera does not appear under the Cameras tab, or the camera is unavailable, re-sync your camera as follows: power off your camera(s) for at least 2 minutes, bring within 12 inches of the gateway, hit the sync button on the top of the gateway and then power on the camera(s) while watching the front of the camera. Upon powering on, you should see the blue LED light come on for a couple seconds - keep watching the LED - during syncing the blue LED should flash for about four seconds indicating the camera(s) synced with the gateway. This can happen immediately or up to 45 seconds later (typically within 10 seconds). To confirm, login to your my.VueZone.com account and confirm camera(s) can be viewed. If one or more of your cameras do not sync, insert a new battery and try process again.

If you are still unable to get your camera to sync, please contact customer support.


Gateway not getting power

During normal use your VueZone gateway should always have a solid blue LED light below the 'power' label on the front of the gateway. If the 'power' light does not come on after connecting the power connector to the gateway and plugging the adapter into a power outlet, try re-seating the power connector and/or plugging the adapter into another outlet. Look at the power adapter plugged into the outlet to make sure there is a solid green light from the LED on the adapter. In some rare cases, the power LED may have failed but your gateway may still function as expected. Login to your my.VueZone.com account and go to the Settings tab and check the current status of the gateway.


Gateway offline error during registration

Check to see if the light under the word 'Internet' on the front of the gateway is blinking, if not see 'Gateway Internet light not blinking' above. In some cases the light under the word 'Internet' will blink but you are still unable to register your unit or get connected to our data center. This may be related to firewall settings or if your ISP or location forces all Internet traffic through proxy servers - our gateway cannot connect through most proxy servers. Check with your IT team and/or ISP to see if there are any proxy servers and if there is any way to bypass them.

Some routers when installed via the CD wizard install some additional 'security' software on your computer and the router to 'protect' you. The Linksys/Cisco WRTXXXN router family is a known family of routers that if installed with the CD wizard may install an application named 'Linksys EasyLink Advisor (LELA)' or 'Network Magic' that makes configuration changes on the router that can prevent the VueZone gateway from establishing and maintaining a connection with our data center. According to Linksys/Cisco support, one way to correct this is to reset your router to factory defaults and reconfigure it manually to remove this restriction - WE RECOMMEND YOU ONLY DO THIS WITH THE SUPPORT OF EITHER LINKSYS/CISCO SUPPORT OR YOUR ISPs SUPPORT. Or by using the LELA or Network Magic software to open access from the gateway - see this link for more information: How to disable Network Magic

You also may want to try recycling power to the gateway - unplug the power adapter in the back of the gateway, wait 1 minute, and reconnect the power. Your gateway will take about 1-2 minutes to start-up.


No router port available

The VueZone system requires that you have an available Ethernet (or LAN) port for the gateway to connect to the Internet. If you do not have an available port then you may need to purchase a router or switch. It is recommended that you contact your ISP and see if there is an upgrade to your existing equipment or if they recommend a particular router that they can help to configure for your specific situation.


Problem entering registration data

To register and use our VueZone system you need a compatible browser - Internet Explorer 7.0+, Firefox 3.0+, or Safari 3.0+ with Adobe Flash 10.1+. If you are not seeing all of the registration fields or the format of the registration pages doesn't appear correctly, try using a different browser, or downloading one of the above. To check to see what version you are currently using, look under help then about option. JavaScript or Active script must also be enabled on the browser.

Another possibility is that your screen resolution is too low or you are 'zoomed' in on the page.


VGN invalid error or already registered error

Try re-entering the VGN found on both the bottom of your gateway and the bottom of your VueZone box. It is a 10-digit alphanumeric number and it is not case-sensitive. If you purchased a used gateway, your VueZone system may already be registered by the previous owner and you will need to initiate a transfer of the system to your personal information from VueZone customer support.


Camera LED on solid

The solid blue light indicates that the battery used in the camera is too low for the camera to function properly. Insert a new battery and re-sync with the gateway (if necessary).


Adobe Flash notification upon login

The VueZone system requires Adobe Flash v10.1+. If you do not have a compatible version, you will receive notification with a link in the message to install or upgrade to the latest version. To confirm which version of Adobe Flash you have, visit http://www.adobe.com/software/flash/about/.


New firmware notification upon login

In some cases, you may need to run a software update before you can use your system. Follow the prompts provided in the notification to install the software update.


Camera did not update to latest firmware

If your camera fails to update during a software update, move your camera within a foot of the gateway and re-run the software update. To manually initiate a software update, go to the Settings tab from within your my.VueZone.com account, select the camera you want to update and select the 'Update Firmware' link. If it fails a second time, go ahead and try it again with a new battery. If it continues to fail after attempting the update several times, please contact support with the serial number of the camera and details of what you have tried.


Camera unavailable

The most common reason for this error is that your battery(s) are too low or fully depleted. Try inserting new battery(s) - you may have to re-sync camera also.

Your camera(s) may be out of range of the gateway. Move the affected cameras to a location closer to the gateway and check your my.VueZone.com account to see if that changes their status.

Your camera(s) may require being re-synced with the gateway. To re-sync: power off your camera(s) for at least 2 minutes, bring within 12 inches of the gateway, hit the sync button on the top of the gateway and then power on the camera(s) while watching the front of the camera. Upon powering on, you should see the blue LED light come on for a couple seconds - keep watching the LED - during syncing the blue LED should flash for about four seconds indicating the camera(s) synced with the gateway. This can happen immediately or up to 45 seconds later (typically within 10 seconds). To confirm, login to your my.VueZone.com account and confirm camera(s) can be viewed. If one or more of your cameras do not sync, insert a new battery and try process again.


Firewall settings

The VueZone gateway makes an outbound request over TCP port 80 similar to a typical web request and a socket connection is established and maintained between the gateway and the data center. A quick visual confirmation as to whether the gateway is able to communicate with the Internet is the light on the gateway immediately under the word 'Internet' will blink occasionally to indicate attempted communication. Outbound communication from the gateway is similar to a web request, but some proxy servers or firewalls may block it since it is not a normal http request.

For viewing, video is streamed back to the client over a randomly selected TCP port chosen from ports 40000, 40100, 40200, 40300, 41000, 41100, 41200, 41300, 42000, 42100, 42200, 42300, 43000, 43100, 43200, 43300, 44000, 44100, 44200, 44300, 45000, 45100, 45200, 45300, 46000, 46100, 46200, 46300, 47000, 47100, 47200 and 47300. You shouldn't need to change any configuration on your firewall unless the administrator of your router/firewall has specifically blocked these outgoing ports or all incoming video.

You may want to contact your firewall administrator or IT contact and request that they open up these ports outbound so you can view your cameras from that location.

Another potential reason you may not be able to view your VueZone cameras from a specific location is that the computer you are using has an incompatible browser or wrong version of Adobe Flash. Always confirm any computer you use to view your VueZone cameras from meets the Minimum System Requirements.


View multiple cameras at one time

You can stream or record live video from only one camera per gateway at a time. You can select the 'Play All' option when in grid view on the 'Cameras' tab (default view) to view consecutive snapshots from each camera in a round robin fashion at a rate of about 1-2 frames per second depending on how many cameras you have.


Battery usage

The VueZone system was developed for on demand personal monitoring of a home or workplace. VueZone was not designed for long periods of continuous recording or for use as a 24/7 security product. Viewing live video on a camera continuously will discharge the battery within 24 hours. A new battery should provide up to 6 months of power to the camera when viewing live video an average of 5 minutes per day. Depending on your specific usage you may see different results. When you are not viewing the cameras live, or recording clips or images, they revert back into sleep mode to conserve battery life.

Conditions that can cause the batteries to drain at a faster rate than expected:

  • Failing to stop the camera when done watching, or minimizing the window while leaving the camera running for long periods of time, will quickly drain your batteries. We recommend that you always stop the camera when done viewing. The camera will stop automatically when you change tabs, log out of the site, or close the window or browser. However, if you leave the camera streaming and minimize the page, or move to a different application, the camera will continue to stream video and consume power.

  • Placing the camera out of range of the gateway, at the edge of the range, or near another device causing continuous interference, such as behind the water heater, will cause the camera to try to connect with the gateway frequently and drain the battery at a much higher rate. Try moving the camera closer to gateway or farther from potential interference sources to reduce power drain.

  • Leaving the cameras turned on when the gateway is disconnected (un-plugged from the power outlet or the internet) or in transport. You should power off your cameras (using the switch on the bottom of the camera) when you power off the gateway or take the cameras out of range of the gateway, such as when transporting the VueZone system. If the cameras are powered on and cannot communicate with their gateway, they will continue to attempt to connect and drain the battery at a much higher rate.

  • Friends overusing shared cameras. If you have shared your camera to others, they may have viewed the camera for long periods of time, or accidentally left it streaming while unattended.

  • Use of batteries that are not recommended by Avaak for use with the VueZone system may have lower capacity and discharge sooner.


If you place new batteries in your camera and find that you still see the battery drain at a higher rate than expected after following these suggestions, please let us know.