There can be many reasons for camera transmission issues, but they can usually be resolved with basic troubleshooting.
Before contacting Burrel technical support or sending the camera in for service, follow the basic troubleshooting steps below. In addition, we recommend checking the articles on our support site. You can find the articles here.
1. Check that the SIM card is working, and that the camera connects to the network
- The camera requires a physical SIM card to function - A digital e-SIM will not work.
- The name of the operator (carrier), network technology, and signal strength are displayed on the camera screen when it is connected to the network.
- Connecting may take a few minutes when setting up a new camera for the first time.
- If the camera is not connecting,
- Test the SIM card in another device (e.g. a phone) and disable the PIN code request in device's settings if necessary.
- Try another active SIM card in the camera, making sure the PIN code request is disabled.
- If the camera finds the network with another SIM card, the issue lies with the original card - verify that the subscription is active and contact the operator if necessary.
- If the camera does not find the network with another SIM card, send the camera for servicing. Service contact information can be found here.
2. Check that the SD card meets the requirements
- The maximum card size is 32 GB, and its speed class must be 6, 10 or UHS-1.
- We do not recommend micro-SD cards in adapters, as they can solve compatibility issues.
- Try a new SD card of a different brand if necessary. More information on the SD cards can be found here.
- We recommend using an SD card even in S22WA, N24 and E24 models.
Note! Unlock the SD card and format it before use:
- Ensure that the lock switch on the left side of the SD card is in the upper position (applies to SD-sized cards).
- Insert the SD card into the camera.
- Select MENU -> System submenu -> Format.
3. Check that the batteries or power source are working
- Test the camera with different batteries.
- Replace all 12 batteries at once - old batteries may not function properly.
- If possible, test the camera with another power source.
- The camera works with either batteries or an external power source.
- If the camera does not receive sufficient power, it may save photos on the SD card, but the transmission will fail.
Note! Check the user manual for the camera's voltage requirement (6V or 12V). Incorrect voltage can damage the camera! You can find all manuals here.
4. Ensure the camera has the latest firmware
- Firmware updates include fixes for known issues and can resolve common faults.
- The camera's hardware version and current firmware version can be found in the settings:
Menu -> System submenu -> Information. - Update files and instructions can be found here.
5. Try a different receiving method
- You can change the receiving method in the camera settings: MENU -> Wireless submenu ->
- If you want photos to be send to the Burrel app or email:
- SendVia: Internet
- SendTo: Email or Burrel+
- Email. Save the recipient email address here if you selected "SendTo: Email"
The Burrel+ option is available in the SMS PRO (manufactured after September 2021), S22WA, N24, and E24 models. For other models, select 'SendTo: Email' to receive photos in the Burrel app. All cameras that send photos to email can be added to Burrel app. You can find more information here.
- If you want photos sent directly to your phone:
- SendVia: MMS
- SendTo: Phone
- Phone. Save the recipient phone number here.
Note! If your camera is an SMS PRO (manufactured after September 2021), S22WA, N24, or E24:
- Remember to save the changes to the server!
MENU -> Sending submenu -> UpLoad settings. Otherwise, the camera settings will change!
6. Reset the camera to default settings
- Resetting to default settings may resolve transmission issues: MENU -> System submenu -> Default.
- More information on restoring default settings can be found here.
7. Test sending with a manual test picture
Instructions for sending a manual test photo can be found at this link.
Short instructions for testing a manual picture:
1. Start the camera and wait for network connection.
2. Take a photo by pressing the OK button.
3. Send the photo by pressing the OK button again.
4. The camera will go through the following steps: Setting -> Sending -> Sent
5. 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.
6. Check Burrel, email, and phone for a new photo.
Note! A manual test image ALWAYS requires a SD card!
Additional guidance and support
On our support site you will find e.g.:
- Instructions for setting up the camera.
- Answers to frequently asked questions.
- Solutions to common problems.
You can access our support website here. If you do not find a solution on the support site, you can submit a support request to Burrel technical support.