Initialization failed / slow support response

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Logan Ives
Full signal with Verizon and keep getting "Initializing failed!" -"no data on SIM card or incorrect APN setting. Please check." No return email or phone call on service requests. If I wanted time consuming issues and slow or nonexistent support that operates during banker's hours, I wouldn't have purchased a $500 camera.
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  • John Lockburner

    Is this a new camera setup or one that was working and then stopped? What is the camera model?

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  • Logan Ives

    New setup.

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  • Logan Ives

    Go Live2

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  • John Lockburner

    Spartan data or getting your data from Verizon directly? Have you tried defaulting the camera using it's menu? make sure to format the SD card in the camera as well.

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  • Elizabeth Swoope

    The camera may also need a firmware update. With the camera in setup, press Menu, go to the third menu tab, scroll down to Information. On the information page, look for DSP. You may have to scroll down. If the DSP date isn’t 8/17/2022 or later, you need to update the firmware manually.

    Here’s a link to the page with the file to download and the instructions.

    https://my.spartancamera.com/download

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  • Logan Ives

    Got the update done. Still says Initializing failed, no data service on SIM card. Have email where service purchased with Spartan. Any other ideas?

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  • John Lockburner

    Did you get the activation email as well as the receipt? have you tried going into the cameras menu and defaulting the camera?

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  • Logan Ives

    I have the receipt, defaulted it & formatted it. Still says no data service on the SIM card or incorrect APN setting, please check. Initializing failed.

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  • Logan Ives

    I have the receipt, defaulted it & formatted it. Still says no data service on the SIM card or incorrect APN setting, please check. Initializing failed.

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  • John Lockburner

    Go into the menu and to diagnostics and there's a hello test. See if it passes or fails that test. Do you have another antenna to try? When in setup after the camera shows bars of signal is there an SQ number on the top left of the view screen?

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  • John Lockburner
    • Edited

    You should have gotten a second activation email. When you go to the portal and look at account and subscriptions does it show the camera as active? my.spartancamera.com

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  • Logan Ives

    Hello test failed. SQ 16 is the # that appears on top left. Camera does not show active in portal. However, the charge for subscription/credits/super points or whatever has certainly been taken out of my account.

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  • Logan Ives

    I didn't have the foresight to buy a 2nd antenna.

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  • Logan Ives

    I didn't have the foresight to buy a 2nd antenna.

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  • Logan Ives

    I didn't have the foresight to buy a 2nd antenna.

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  • John Lockburner

    The subscription may need a manual activation, send an email to support@spartancamera.com with the email address of your account and the cameras IMEI number and they should be able to take care of it.

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  • Michele Mounteer

    REALLY?  A customer needs to purchase a second antenna?  Why?  That's ridiculous!

     

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  • Michele Mounteer

    I've sent several emails to support.  NO ANSWER!

     

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  • John Lockburner

    Michele you don't need to buy a second antenna unless yours get damage. It happens sometimes between bears and racoons and falling tree limbs. Support is backed up, it's the busiest time of year and there were a few people out sick last week so it's taking two and sometimes three days to return messages. Is there something we can help you with possibly?

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  • Michele Mounteer

    John, my cameras are completely new.  AT&T has set me up on our business plan, but it absolutely will not connect.  I even tried Spartan's plan and it won't connect with that either. Do I need to start a new chat?

     

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  • John Lockburner

    The SIM cards that come with the ATT cameras can only be used with Spartan data plans. If you tried using an ATT plans directly that won't work. Did you cancel that plan before you tried the Spartan data plan?

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  • Michele Mounteer

    Yes.  HOWEVER, I don’t want to use Spartan’s plan, they do have that option. Why won't Spartan actually let it work?

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  • John Lockburner

    What is the camera model?

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  • Michele Mounteer

    they are both GC-A4Gb2

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  • Michele Mounteer

    I've canceled at&T's plan with them. I have activated a new plan and added both cameras. STILL NOTHING on either camera.

     

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  • John Lockburner

    Do both cameras show as active under subscriptions on the website? Is you SD card 32gb or smaller, class 10, 80mbs or faster and full sized, not a micro in an adapter?

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  • John Lockburner

    Do both cameras show as active under subscriptions on the website? Is you SD card 32gb or smaller, class 10, 80mbs or faster and full sized, not a micro in an adapter?

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  • John Lockburner

    Try going into the cameras menu and default the camera and format the card SD card

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  • Michele Mounteer

    yes, both cameras show they've been added, but they are disconnected.

    SD card is a Sandisk 32gb sd card.80 albums, class 10.

    I've already formatted the SD card on the camera.  The website can't reach the camera to format it there.

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  • John Lockburner

    Formatting on the camera is fine. Go into the menu and to diagnostics and there's a hello test, see if it passes or fails that. Also go into APN if it lets you and check the APN and then back out to the main menu to let the APN reconfigure. The password is 123456

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