Troubleshooting
Start with the status shown on screen, then identify whether the issue is on the phone, camera, network or cloud. Do not repeatedly send start or stop commands.
Start here
Read in order and complete the most common tasks first.
Check power, distance, Bluetooth permission, account binding and duplicate connections.
Check camera internet, file state, time synchronization and duplicate tasks.
Distinguish camera start, push, first cloud segment and player playback.
All Troubleshooting guides
Each guide includes steps, success criteria and common risks.
The App cannot find a nearby camera
Check power, distance, Bluetooth permission, account binding and duplicate connections.
The phone joined the camera hotspot but the App cannot connect
Handle iOS network confirmation, VPN, network switching and camera-service wait time.
Camera Wi-Fi setup failed
Check password, network name, captive portal, DHCP and configuration integrity.
Recording cannot start or stop
Check camera selection, state, battery, storage, temperature and command acknowledgment.
Upload keeps waiting, pausing or failing
Check camera internet, file state, time synchronization and duplicate tasks.
4G is registered but still has no internet
Verify the real uplink through wwan0, then check SIM, signal and APN.
Live says started, but viewers see no video
Distinguish camera start, push, first cloud segment and player playback.
A recording remains Processing after upload
Confirm upload completion, processing-task state, video version and permission.
Why is a menu, camera or recording missing?
Check account, organization scope, role, service status and recording ownership.
What to prepare before contacting Support
Provide reproducible, diagnosable records without exposing sensitive data.
Why is live advertising missing or its switch disabled?
Check the official live mode, team, enabled Hub package and App visibility switches in that order. Uploading, saving or enabling a package in Hub alone does not confirm that viewers can see it.
What if the camera is found but cannot be used or updated?
First check whether iOS allows Ballr to access the Local Network. Bluetooth can still find the camera while this permission is off, but Ballr App may be unable to read camera status, access the camera hotspot or transfer firmware.
What if the App stays on Connecting after I select a camera?
Wait for Bluetooth, camera information and camera service to finish in order. If the state does not change, verify the camera ID, power and permissions, then explicitly reconnect to the same camera once.
Does iPhone No Internet Connection mean the camera hotspot failed?
Usually not. The camera hotspot is for local phone-to-camera access and may have no internet. The hotspot is working if Ballr App can read camera status and on-camera recordings.
Why can the phone go online while the camera cannot upload or stream?
The phone network and camera internet are separate connections. Configure working Wi-Fi or 4G on the camera and rely on the camera connectivity test in Ballr App.
Why does Wi-Fi still look connected after I enter the wrong password?
An old network name or IP does not prove the new setup worked. Connection is successful only after the target Wi-Fi, current state, valid address and real phone-to-camera reachability are all verified.
Why does Current internet method still show Wi-Fi when 4G is enabled?
This is normal when the camera prioritizes working Wi-Fi. 4G registration only means a fallback link is ready; uploads and live streams use the route shown as the current internet method.
How do I confirm recording really started?
You must see both an explicit Recording match state and a running timer. Command sent, a disabled button or a brief loading state alone does not prove recording started.
Will locking or disconnecting the phone affect an active recording?
After recording is explicitly confirmed, the camera records locally on its own; a locked or disconnected phone does not stop it. Keep the camera powered and reconnect to the same camera to check or stop.
When is it safe to turn off the camera after recording?
Turn it off only after an explicit result says the recording ended and saved. If stopping fails, keep power on, reconnect to the same camera and stop again; never substitute a power cut for Stop recording.
Does an upload use phone data or the camera network?
The camera uploads directly through its own Wi-Fi or 4G; the video file is not sent through phone data. Ballr App mainly starts the task and displays progress.
Can I leave the progress page or lock the phone after upload starts?
You may leave the progress page after the camera accepts the upload task, but keep the camera powered with stable internet. When you return, check the original task instead of uploading again because the page has not refreshed yet.
How do I continue an unfinished upload after the camera restarts?
Reconnect to the same camera, open On camera recordings and find the original upload task. Wait for its state to recover, then continue it; do not create a second task for the same file.
How do I retry a failed upload without creating a duplicate recording?
First match title and recording time across On camera, Uploaded and Ballr Hub, then retry the original failed task once. Do not resubmit the same file when an uploading, processing or playable record already exists.
Why is a recording still unavailable in Ballr Hub when upload shows 100%?
100% means file transfer finished, not necessarily that playback is ready. The cloud still receives, indexes and processes the recording; wait for Playable in Ballr Hub and do not upload again while it is Processing.
Still cannot find the answer?
Tell us the product, last four characters of the device ID, time and complete on-screen message.