Issues with Cloud Recording

Things to take note of:

• Furbo placement. For best detection, it is recommended to place your Furbo 90cm to 130cm off the ground.
• Adjust the placement of your Furbo. Make sure it is not facing the light directly.
• Remove clothes, toys or photos of dogs that are in Furbo’s view. They may be mistaken as a person or your dog.

Cloud recording clips shows zero seconds (0s)

1. Close the app completely from the background. 
2. Unplug and replug the cord at the back of your Furbo for 30 seconds.
3. Move your Furbo closer to the router for a better connection.
4. Reset WiFi settings from your Furbo app. (Please observe for the next 24 to 48 hours before going to the next step)
   
   
    
   • While at your Furbo’s homescreen, tap the “MENU button (☰) on the bottom right. 
   • Chose the Furbo Camera you wish to reset.
   • Tap “Reset Wi-Fi”.

Please note that resolution will only affect the videos taken after performing the steps.

If the screen has frozen and you’re only hearing the audio:

1. Close the app completely from the background.
2. Unplug and replug the cord at the back of your Furbo.

False activity detection:

1. Disable the Smart Alerts (turn them off in your Menu). 
   

   Smart Alert

2. Close the app completely from the background.
3. Unplug and replug the cord at the back of your Furbo.
4. Re-enable the Smart Alerts.
5. Reset WiFi settings from your Furbo app. (Please observe for the next 24 to 48 hours before going to the next step)
   
   
   
   
   • While at your Furbo’s homescreen, tap the “MENU button (☰) on the bottom right. 
   • Chose the Furbo Camera you wish to reset.
   • Tap “Reset Wi-Fi”.
     

Missed detection:

1. Turn off your Smart Alerts (turn them off in your Menu). 

   Smart Alert

2. Close the app completely from the background.
3. Unplug and replug your Furbo Dog Camera.
4. Turn on your Smart Alerts.
5. Reset WiFi settings from your Furbo app. (Please observe for the next 24 to 48 hours before going to the next step)
   
   
   
   
   • While at your Furbo’s homescreen, tap the “MENU button (☰) on the bottom right. 
   • Chose the Furbo Camera you wish to reset.
   • Tap “Reset Wi-Fi”.

Contact our Support Team for further assistance.