Camera not connecting to app

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Patrick Shivers
Camera was working fine with phone app. I updated my plan. App hasn’t recognized camera since. I’ve been working with y’all for several weeks to remedy with no improvement. I have purchased new antenna from you, you have sent me new sim card, i have deleted and reinstalled app. No change. App does not see the camera.
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  • John Lockburner

    Which plan did you update, camera or your cellphone? Are the pictures getting to the online portal (my.spartancamera.com)? What is your camera model and where are you getting your data from (through Spartan or the carrier directly)?

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  • Patrick Shivers

    Updated the camera plan. I get data through Spartan. Model GC-Z4Gb2. Nothing is getting to online portal. No pics, no camera status, nothing. Camera has full cell signal, new batteries, & empty SD card

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  • Elizabeth Swoope

    Can you post a picture of the SD card you are using? 

    Does the camera pass the Hello test? (camera in SETUP, on the network, press the Menu button, scroll to the fourth tab in the camera, down to Diagnostic, Hello test)

    https://support.spartancamera.com/hc/en-us/articles/360041970993-How-to-post-pictures-screen-shots-from-your-phone-to-the-Support-Forum

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  • Marshall Beck

    I’m also having problems with camera not sending pictures. I reset my camera this morning showed fulls bars of service and full battery. But is not send pictures.

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  • Elizabeth Swoope

    Marshall,

    What SD card are you using? Does the camera send a manual photo? Did you check the SD card to see whether it's taking pics but not sending them?

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  • Patrick Shivers

    I am using the same SD card i’ve always used with this camera. It has taken 6-7,000 pics. Camera does not pass hello test

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  • John Lockburner

    Patrick, SD cards do go bad. I would try formatting the SD card in the camera or even trying a new one. Does the camera show as having an active data plan on your account?

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  • Patrick Shivers

    I formatted card. No change. Checked my account via your webpage and it has “no current wireless subscriptions.” I called and updated my plan about 3 weeks ago, called again about 2 weeks ago and guy on phone said it had never been activated but he would do an instant activation. Looks like i’m nearing a month deep in a still unactivated plan. Hope i’m not getting billed for this.

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  • Elizabeth Swoope

    Patrick,

    If you've been using a Spartan data plan in the past, but your account shows no plan under Wireless Subscriptions, then that's the problem. The camera doesn't have a data plan for some reason. You are not being billed for a plan that doesn't exist.

    Have you tried buying a plan? (Shop > Data Services)?

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  • John Lockburner

    Patrick, typically the plans are purchased online not over the phone so I would try as Liz suggested and see if you can purchase a plan from the website. You should get an email with the receipt and then another activation email once it's activated.

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  • Patrick Shivers

    I have now purchased twice over phone and once online. Still no activation.

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  • John Lockburner

    Are you getting an email receipt after you purchase the plan online?

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  • Patrick Shivers

    Yes.

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  • Patrick Shivers

    Didn’t hear back from y’all yesterday (or today). Just to reiterate Yes i have email receipt No i do not have service. Camera worked fine until i updated my payment info. Camera has not communicated with app since. It is getting close to a month now and ya’ll still haven’t remedied the situation.

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  • Elizabeth Swoope

    Patrick,

    Johnny and I are camera test team members, not regular Spartan tech support folks. I’ve taken screen shots of this conversation and will see if I can get someone to get in touch with you. It will probably be tomorrow since the office is closing in a few minutes.

    I’m not sure what’s happening, but it needs to be sorted out for you.

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