Black Screen

Seeing a black screen when attempting to access ‘History’ or open ‘Live View’ can be easily resolved with mobile device maintenance or simple settings adjustments within the Remo+ app.

The black screen indicates a failure of the phone’s video player to load. This can be the result of multiple apps being open that are maxing out the memory.

Close Some Apps or Restart Your Device (iOS & Android)

Restart your device – If the video player will not load, restart your device. It will stop conflicting software operating in the background, and free up memory so it runs efficiently. You can also try just closing some apps.

Adjust the Settings in the Remo+ App (iOS & Android)

Open ‘Settings’ in the Remo+ app and set ‘Video Quality’ to ‘Low’ and ‘Connection Mode’ to ‘Quality’. If this resolves the issue, try bumping up the ‘Video Quality’ but leave ‘Connection Mode’ on ‘Quality’.

Clear Software Cache Data (Android)

The cache is the temporary data that is needed whenever you open and run an app. Sometimes this data can get overwhelming for the app and cause issues where you cannot use the app features. That is why some videos are not playing on Android. To fix this, perform the following:

• Navigate to your phone’s Settings > App > Remo+, then click on Storage > Clear Cache.

• An alternative way to clear the app cache is to delete and reinstall the Remo+ app. This will not affect your account in any way, you will still be able to access your account with your login credentials. The app can be found in the Google Play Store – “Remo+: DoorCam & RemoBell”

Clear Software Cache Data by Reinstalling the App (iOS)

The cache is the temporary data that is needed whenever you open and run an app. Sometimes this data can get overwhelming for the app and cause issues where you cannot use the app features. That is why some videos are not playing on iOS. To fix this, perform the following:

• Delete and reinstall the Remo+ app. This will not affect your account in any way, you will still be able to access your account with your login credentials. The app can be found in the Apple App Store – “Remo+: DoorCam & RemoBell”

Update Device’s Firmware (Android)

The Android operating system receives periodic updates to ensure it is running smoothly. If your Android version is out of date, you may run into issues causing videos not to play. To fix this problem, follow these steps:

• Plug your device into power and connect the internet via WiFi.
• Navigate to Settings > About Phone > System Update.
• Check to see if the most recent version of Android is running.
• If it is not, you will have the option to update to the latest version.

Update Device’s Firmware (iOS)

The iOS system receives periodic updates to ensure it is running smoothly. If your iOS version is out of date, you may run into issues causing videos not to play. To fix this problem, follow these steps:

• Navigate to Settings > General, then tap Software Update.
• If you see more than one software update option available, choose the one that you want to install.
• Tap Install Now. If you see Download and Install instead, tap it to download the update, enter your passcode, then tap Install Now.