Camera transmission problems can have many different causes, but they can usually be fixed with basic troubleshooting.
Before contacting support or sending the camera in for service, please follow the basic troubleshooting steps below. In addition, we recommed that you familiarize yourself with the articles found on our Support site. You can find the articles here.
1. Check that the SIM card is working and that the camera is connected to the network
Burrel trail camera requires a physical SIM card to function. A digital e-SIM is not valid for the camera.
The name of the operator, network technology and signal strength should appear on the screen. When setting up a new camera, it may take several minutes to establish a connection. If necessary, try a different SIM card in the camera.
If the camera finds the network with the second SIM card, the problem is then with the first SIM-card. First, check that the subscription, and thus the SIM-card, is activated. If necessary, contact the operator directly.
If the camera can not find the network with another reliable SIM-card either, send the camera in for service. Service contact details can be found here. Please note different policies for warranted and out-of-warranty cameras.
Note! Pin code query must ALWAYS be disabled when using SIM card in the camera.
- Insert the SIM card into your phone, tablet or similar
- Disable the pin code query from your phone/tablet settings
2. Check that the SD card meets requirements
The maximum size of the card is 32 GB, with Speed Class 6 or 10. We do not recommend using ultra-fast UHS-II (UHS-2) cards or microSD cards in the adapter, as these cause camera compatibility issues. If necessary, try a completely new SD card of a different brand. You can find more exact information about the SD card here.
Note! Remember to unlock and format the SD card before use
- Check that the SD card is unlocked. The lock switch on the left side of the SD card should be in the upper position
- Install the new SD card in the camera
- Navigate in camera settings: MENU -> System submenu -> Format
3. Check that the batteries / power supply are working
Test the camera with different batteries. Replace all 12 batteries of the camea at once with new ones and make sure that the batteries have not expired.
If possible, test the camera with a different power source. The camera should run on either batteries or an external power source. If the camera does not receive the power surge it needs, the camera may save the image to the SD card, but the transmission fails.
Note! Check your camera manual to see if your camera is using 6V or 12V. Incorrect voltage can damage your camera.
4. Check that the camera has the latest firmware
New firmware updates include fixes for known issues and in many cases are a solution to common problems. You can find the current software version as well as device version in camera settings in System submenu under "Information". You can find the version table and update files here.
5. Try another receiving method
Try sending the file using a different receive method. You can change the receiving method in camera settings on the Wireless submenu to phone, email and/or Burrel+ (Burrel App). Burrel+ are supported by our cameras Burrel S12HD+SMS PRO (manufactured after September 2021), S22WA, n24 and e24. Send MMS format to your phone and internet format to email or Burrel App (Burrel+).
6. Reset the camera to its default settings
Automatic sending settings are re-established when you reset the camera from the System submenu under "Default". If your camera is supporting Burrel, reset the settings to Burrel+, and with other cameras (without Burrel+) to email. You can find more information about default settings here.
7. Test sending with manual test picture
You can find an own article on submitting a manual test picture at this link. However, below you can find brief instructions for testing a manual picture:
1. Turn on the camera, wait for the network connection
2. Press OK button to take a picture
3. Press OK button to send the picture and the camera will go through the following steps: Setting -> Sending -> Sent
4. Check the screen for any error messages. If you get an error code, you can find the most common error codes here. If the error code you saw is not listed, contact our support.
5. Check your Burrel+/email/phone for the new photo
NOTE! All camera models must have a SD card in order to be able to test a manual test picture.
Visit our Support pages for instructions on setting up your camera, answers to common questions, and troubleshooting. This link takes you to our Support page. If you cannot find a solution to the issue, you can always create a Support request and we will help you further.