alleswolke inc.

TroubleShooting Question (UCM3310S)

Index: 

Connection Issues (Frequently Happens in First Time Using the System)

Connection Issues (Normal Use)

SD Card Issue

Panic/Emergency Button Issue

Power Supply/OBD-II Issue

Sleeping Mode Issue

Account/Pair Issue

System Reset/Wi-Fi password Reset

Contact Information

Disclaimer                                                   

Acknowledgement

Appendix

Connection Issues (Frequently Happens in First Time Using the System) 

Q1: Why are all 4 signal LED keep blinking simultaneously?

A: After switching on the power of the Hub, the 4 signal LEDs will keep blinking simultaneously for about 10 seconds. Please wait for around 10 seconds to allow it to enter the next stage, which would have LEDs flashing in sequential loop order. 

If all 4 signal LEDs keep blinking simultaneously for minutes, it usually means a SIM card installation failure or reading failure. Please make sure that the engine is turned on, and (1) check the SIM card direction of insertion – the SIM card should be installed chip side facing down and the odd corner toward outside. If the SIM card has been installed correctly, Please (2) re-power cycle the Hub. The problem should be solved. 

Q2: What if all 4 signal LEDs keep flashing in sequential loop order?

A: It usually means SIM card is dialing and in network registration process. Please wait for 1-3 minutes to allow it to enter the next stage. If 4 signal LEDs keep flashing in sequential loop order for more than 3 minutes, Please make sure that the engine is turn on then re-power cycle the Hub. The problem should be solved. 

Bad Signal Coverage could also cause this problem, please drive to another location and try again later if the condition is not improving.

Q3: What if signal LEDs stays solid, but the system still shows “offline” or "Sleeping mode" and there is no internet connection?

A: Due to network registration traffic, sometimes the backstage of Sprint network may still need a few extra minutes to finish the registration process, during which the internet connection may be inoperative or very slow. System redialing will solve the problem right away, user may re-power cycle the Hub, or turn off the engine for a few minutes then turn it on again to trigger redialing.  Alleswolke recommends to re-power cycle the Hub to minimize the waiting time, the action will make hub reconnect network, some problem could be solved.  

If the internet connection still cannot be established after the restart, please check the Sprint Activation Billing System interface and make sure that the device IMEI (MEID) is paired with its corresponding SIM card’s ICCID. Please verify if the IMEI (MEID) and ICCID entered into the system are correct.

Connection Issues (Normal Use)

Q4: The system shows “offline”, I cannot access the system in applications?

A:  Please confirm that the power supply is correct, see Q9. Please check the following check list below. 

(1). Please check if the power switch of the dashboard camera system is turned on, and the 4 signal LED are illuminating solid. Please check Q1-Q3 in this Troubleshooting document for more information.   

(2). Please check if the Web/Smartphone application shows any warning status (I.E. running out of the LTE/4G data plan, amount overdue, etc.). 

(3). Please check the cellular data/Wi-Fi connection of your smartphone or personal computer.  

(4). Bad Cellular Signal Coverage in your area could also cause this problem, please drive to another location and try again.  

Q5: The system shows “online” or “sleeping mode”, but why can’t I access the system?

A: Please check the following check list below. 

(1). Please check the Web/Smartphone application if there is any warning status (I.E. running out of the LTE/4G data plan, amount overdue, etc.). 

(2). Please check the cellular data/Wi-Fi connection of your smartphone or personal computer.  

(3). Bad Cellular Signal Coverage could also cause this problem, please drive to another area and try again later.  

Q6: The system shows “online” or “sleeping mode”, but why it is so slow (or can not) to access the system or it takes too long time to connect the system for live streaming?

A: Usually, it is caused by slow Cellular data connection in smart dashboard camera device side or web/smartphone application side. 

(1). Please check the cellular data/Wi-Fi connection of your smartphone or personal computer.  

(2). Bad Cellular Signal Coverage could also cause this problem, please drive to another location and try again. 

(3).Alleswolke recommends to re-power cycle the Hub, the action will make hub reconnect network, some problem could be solved.  

SD Card Issue

Q7: Red LED on my camera and have the warning tone “Please check SD card ”?

A: It is mandatory to use high quality Micro SD Card Class 10 and Above from authentic provider/manufacturer. Please following the check list below: 

(1). Please check if the SD card is installed properly.

(2). Please insert SD card into a card reader and read the SD card using a computer. If the computer (it is also recommended to try on multiple computers as well) does not recognize the SD card, it generally means that the SD card is defective.

(3). If the computer is able to recognize the SD card, but cannot read any data, please try to format the SD card using a disk management software (such as Disk Management in Windows) and try again. 

(4). If the computer can recognize the SD card and also read any data, but the card still not work in the Smart Camera, we recommend to backup the data stored in the SD card if necessary. Please format the SD card as stated in Step (3).

Panic/Emergency Button Issue

Q8: What if the system has no response after pressing and holding the Panic/Emergency Button?

A: Please refer to the check list below: 

(1). Please confirm the system has been turned on and is working properly. By pressing and short-holding the button (~0.5-2 seconds), the system should trigger an emergency event and send a distress signal to applications, and produce a warning sound from the camera. The system will switch to patrol mode by long-pressing and holding the button (3-5 seconds).

(2). You may re-establish the association of the button to the system. In “Settings” menu of smartphone Application, please follow the pairing installation in the application to finish the pairing process. 

(3). The button may be out of battery, in which case please replace it with a new CR2032 battery by carefully open the hull of the panic button and insert the new battery in. 

Note: Before testing using Step (1) other than the time of initial installation, please make sure that you are the only user associated to the system account with no settings of emergency that notifies other users/parties enabled. Please inform all the other users about your test of unit before commencing the test.

Power Supply/OBD-II Issue

Q9:  Can the system use in any vehicles including regular cars and heavy duty commercial trucks? 

A: Yes, the hub supports the power input range variable from 9V to 36V, but please confirm that the OBD-II power supply model is suited in your vehicles. If you are driving heavy pickups, trucks, or other commercial vehicles equipped with 24V-28V battery system, please check the OBD-II power supply model as the voltage range needs to be with 9V and 36V, which is printed on our OBD-II cable. Please contact us if you are using the Regular Vehicle Version OBD-II power supply, we do provide correct commercial OBD-II model as an optional accessory.

For regular vehicles with 12V power system including sedans, coupe and sport cars, SUVs, MPVs, mini-vans, and light pickups. Both kind of power supply will work. 

If your system model number is UCM3310S(NC), it comes with 9V-12V Regular Vehicle Version power supply. If your system model number is UCM3310S, it comes with 9V-36V Commercial + Regular Vehicle Version power supply.  

To identify the correct OBD-II power supply version, please read the picture below.  

Q10: Why is there no power after installing the system with pressing the power switch?

A: Please refer to the check list below: 

(1). Please confirm if the power supply is correct as directed in Q9, and the system has been installed properly with the engine of the vehicle is ignited, and power switch on the hub is at “on” position (pressed in).

(2). If you have used other non-compliant third-party power supply to power the hub before, please contact us. Any third-party power supply or accessories may be incompatible with and imposed damages of product. 

(3). Please make sure that the vehicle’s original electric system including stereo sound system and OBD-II system are not modified by aftermarket services. 

(4). If possible, please try to install the system (you may install OBD-II cable and Hub only) in another vehicle. If the system works properly in other vehicle, check the circuit and fuse box of your own vehicle for any damages, especially if the OBD-II fuse is intact and working properly.

Q11: If my vehicle only has 6-pin or 9-pin power On-Board Diagnostics ports, can I use the system? 

A: Yes, you need an adapter to convert 6-pin or 9-pin On-Board Diagnostics ports to OBD-II port, with the correct 6-pin and 9-pin adaptors, our system should support SAE J1708 (6 Pin OBD) and SAE J1939 (9 Pin OBD) for all its features described in our datasheet. For the adapter, please contact us for more information. 

Q12: What If my vehicle has the OBD-II port occupy for other devices? 

A: You can still use our system by using an adapter to convert one OBD-II port to two more ports. The adapter is called OBD-II splitter or OBD-II Y-adapter. If you drive a compact vehicle, it is recommended to check the vehicle user manual or consult with a vehicle specialist to confirm if your battery has sufficient capacity to support 2 or more devices. For the adapter, please contact us for more information. 

Sleeping Mode Issue

Please confirm the OBD-II cable model is correct for your vehicle, see Q9.

Q13: Why the system in my car cannot switch to Sleep Mode. 

A: Please confirm that the system has been installed properly, the engine of the vehicle is off, the power switch on the hub is turned on, and the system are not working in patrol mode. It generally takes 3-5mins for the system to enter Sleep Mode, which can be also adjusted in smartphone application. There will be a warning sound “The camera is in sleep mode” to indicate switch successfully. Please following the check list below if the problem still exists: 

(1). Please confirm that the stereo sound system in the car is turned off, the engine of the car is turned OFF with no ACC mode running. 

(2). Please confirm that the vehicle’s electric system including stereo sound system are not modified by aftermarket services.

(3). Please try to install the system in other vehicle to test if possible. If the system can switch to sleep mode properly in another vehicle, the electric system of your own vehicle may be malfunctioning.

Q14: Why does the system in my car always enter Sleep Mode even when I drive my car?

A: This issue could be triggered by the battery aging or low voltage, the system will switch to sleep mode for conserving the power of vehicle battery. Please following the check list below. 

(1). Please try install the system in another vehicle if possible. If the symptom stops to exist and  the system works properly in another vehicle, it is recommended to check the circuit and the battery of your own vehicle.

(2). Please confirm that the vehicle’s electric system including stereo sound system are not modified.

(3). Please check the battery voltage and see if it has a voltage that is not below 12V.

(4). Please contact us for more information if the problem still can’t be addressed.

Q15: Why can’t I wake-up the system when it is in sleep mode?

A: Please confirm the system has been installed properly, the engine of the vehicle is off, the power switch on the hub is switched to “on” and the system are not working in other modes. 

(1). Please confirm that the signal LEDs are illuminating solid. If the LEDs are flashing in sequential loop order or there is no signal LEDs display, it may mean a network registration failure, which may be caused by unideal Cellular Signal Coverage. Please drive to another location and try again. If the LEDs are still flashing in sequential loop order or no signal LEDs display in any other area after multiple rounds of tests, please contact us. 

(2). If the signal LEDs stays solid, the unideal Cellular Signal Coverage may also cause wake-up slow, please repeat some tests by driving to another location and seek improvements.

(3). Please see Q5 and Q6 for more information. 

Account/Pair Issue

Q16: Why can’t I activate/pair the system after scanning the QR-code on the camera?

A: Please confirm that the system has been installed and working properly and refer to the check list below. 

(1). Please check the cellular data/Wi-Fi connection of your smartphone is working and that the application you are using is correct.  

(2). If it is the first time for you to use the system, which has never been used before, when scanning the QR-code on the top of the camera (do not scan the IMEI bar-code on the back of the hub) for device association, and it shows “the system has been activated” but you still cannot see the system in the web application, please contact us. 

(3). If it is not the first time to use the system, and the system has been used before, please delete the associated devices from the previous owner’s account. Please contact us for more information if you don’t know who the previous owner is. 

Q17: What if the QR-codes on the cameras are damaged?

A: There is another SN or serial number QR-code on the package box that can be scanned.  Please contact us for more information if you don’t have one, as we can search the correct SN for you by using the IMEI code on the back of the hub or on the package box. 

Q18: Why can’t I log into my account?

A: Please confirm that the system has been installed and working properly and refer to the check list below. 

(1). Please check the cellular data/Wi-Fi connection of your smartphone is working and that the application you are using is correct.  

(2). Please tap “Forgot password” and follow the instruction of password recovery. Please contact us for more information if you have lost your pervious phone and cannot receive the SMS code. 

Q19: Why can’t I sign up an account?

A: Please confirm that the system has been installed and working properly and refer to the check list below.

(1). Please check the cellular data/Wi-Fi connection of your smartphone is working and that the application you are using is correct.  

(2). If the system shows “This phone number has been registered”, you may use “forget password” to reset the password. Please contact us if you need other help. 

(3). If you cannot receive the SMS verification code after entering the phone number, please confirm that you have selected the correct country code and cell phone number format. Please contact us if you need further help. 

System Reset/Wi-Fi password Reset: 

Q20: I want to give the system to my family/colleagues, how to reset my personal settings to factory settings?

A: Make sure that the entire system is turned on and remove the associated devices in the Application’s Settings menu in your account before giving it to a new owner. 

1. Press and hold the reset button on the back of the camera with letter “R” for 5 seconds using a SIM card eject pin (or paper clip, safety pin with correct size).
2. The voice indicator will state “Reset successful, system restarting” to indicate a successful reset. 
3. The system will restart. Please scan the QR-code on the top of the camera in your account. 

This step will erase all the customized settings in the device and restore them to factory settings, including the Wi-Fi SSID and password (the default password is 12345678).

Q21: I forgot my Wi-Fi password, how to get it back?

A: Make sure that the entire system is turned on. 

(1). You may remotely access the camera using Web/Smartphone Application and change the Wi-Fi password in the camera’s Settings menu. 

(2) Please see Q20 for more information. 

Contact Information

For contact our support team, please visit https://www.alleswolke.com/customersupport.html 

Or send us an email to support@alleswolke.com, you will receive response within next business day. Please include the product SN (serial number) and your question in the email.

Disclaimer

Without the written authorization by Alleswolke Inc., any content that is provided in this user manual is not permitted to be published, spread, transcribed or stored in any searchable system with indices or journals, or translated into any other languages, to or via any form of media. 

Alleswolke Inc. reserves the rights of modification, altercation, removal and any other acts to the contents in this user manual, including but not limited to the hardware and software specifications, user instructions and other general contents without any previous notification to customers or users.

Under any circumstances, Alleswolke Inc. does not assume any liabilities caused by the improper use of this product, including but not limited to the operations contradictory to the user instructions, use of excessive or abusive force against the products and accessories, or any activities in commission of criminal activities and/or civil rights.

Alleswolke Inc. exerts our utmost to ensure the accuracy and integrity of contents within this user manual. We are sincerely thankful should you discover and notify any errors or misses to us.

Acknowledgement

Dear Respected User: We sincerely thank you for choosing our product. Before using the product, please carefully read the Precaution for the correct installation and use of the product.

• The product is designed with a high standard and contains sophisticated electronic circuits. The LTE hub in this product is suitable for 9V-36V automotive battery voltage. The camera is suitable for 5V voltage and works only with accessories designed and manufactured specifically for this product and security needs. Any improper use of non-compliant third-party accessories may cause incidental and consequential damages of product and users, which are not subject to the coverage of warranty service or other liabilities by the manufacturers or service providers.
• Should there be any need to install or remove the SIM card or Micro SD card within the device, please ensure that the power status of device is OFF when doing so.
• When it is necessary to remove the stain or dirt on the surface of product, it is recommended to wipe it using soft cloth or wet tissue paper. Do not use any chemical solvents that have a irritating or corrosive nature. Please try to keep the lens clean as lens with stains or dirts on the surface may affect the picture quality. If it is necessary to clean the lens, pleas wipe lightly with soft cloth, suede, or any tissue paper that is designed to wipe lens glasses.
• This product is not water-proof and will cause damages if submerged into water or places within an environment with high humidity. Permanent damage will be caused by the rust generated with the contact or exposure to water or such an environment.
• Do not expose the product into an environment with strong electromagnetic radiation or a strong magnetic field, or place any device/object with such a nature nearby. Objects and equipments that generate strong static electricity or magnetic fields may interfere with the product performance, damage data storage of memory card, or affect the internal circuitry.
• Do not try to open the product or repair it by self. Please contact customer service or the official designated maintenance point for testing, repair or replacement should there be any problems or failures of the product.
• It is recommended to disconnect the power cable from the vehicle in case of long-term storage or parking of vehicle, in order to prevent the drainage of battery power.
• If there is any other problems during the use of device, please read the Frequently Asked Questions at the later sections of this user manual, or contact Alleswolke Inc. for additional consultation.

Appendix 1. LED Indicators

The LED indicators include the Power Indicator on the top of device and the series of Status Indicators on the bottom of device, with their status and colors representing the Status of Device.

• 1-4 LEDs indicates LTE signal strength. 1 LED means relatively weak signal,  4 LEDs means relatively strong signal.