How can we help you?
An activity event wasn't detected by my Hive View or Hive View Outdoor, how do I resolve this?
If you know that an activity event took place but you do not see it in your event log, it could be one of the following:
If the event took place very recently and straight after a previous event, it may be that the information has not reached the Hive app yet as the previous event information is still being uploaded. The time to upload can depend on the type of event and the network your phone is currently connected to.
Your camera monitoring is off. You can change this using the shield icon under your viewing pane.
Detection is not enabled for your Hive View or Hive View Outdoor. You can check this by following these steps:
The sensitivity settings for your motion or sound detection are too low to have detected the event in question. Follow the steps above and check the sensitivity setting for both 'Motion' and 'Sound'.
Notifications are not enabled for your Hive View or Hive View Outdoor. You can check this by following these steps:
Notifications are set up for push only and you have not enabled permissions to receive push notifications from the Hive app in your phone's settings. See your phone manufacturer's instructions for information on how to allow this.
-
If all of this is set up correctly but your camera didn't capture it, consider the following:
If the event took place very recently and straight after a previous event, it may be that the information has not reached the Hive app yet as the previous event information is still being uploaded. The time to upload can depend on the type of event and the network your phone is currently connected to.
Your camera monitoring is off. You can change this using the shield icon under your viewing pane.
Detection is not enabled for your Hive View or Hive View Outdoor. You can check this by following these steps:
1. Head to your Hive app and log-in if needed using your username and password
2. Select the camera you wish to view from the dashboard
3. Select the “Settings” icon and go to the “Detection” section
4. Check that either motion or person are selected and/or sound detection is toggled on.
5. Select "Save" if needed
2. Select the camera you wish to view from the dashboard
3. Select the “Settings” icon and go to the “Detection” section
4. Check that either motion or person are selected and/or sound detection is toggled on.
5. Select "Save" if needed
The sensitivity settings for your motion or sound detection are too low to have detected the event in question. Follow the steps above and check the sensitivity setting for both 'Motion' and 'Sound'.
Notifications are not enabled for your Hive View or Hive View Outdoor. You can check this by following these steps:
1. Head to your Hive app and log-in if needed using your username and password
2. Select the camera you wish to view from the dashboard
3. Select the “Settings” icon and go to the “Notifications” section
4. Toggle “Notifications” on/off
5. When on: choose whether to receive by push, email or SMS (you require Hive Live or Hive Video Playback Membership for SMS) and set a schedule (optional)
6. Select “Save” if needed
2. Select the camera you wish to view from the dashboard
3. Select the “Settings” icon and go to the “Notifications” section
4. Toggle “Notifications” on/off
5. When on: choose whether to receive by push, email or SMS (you require Hive Live or Hive Video Playback Membership for SMS) and set a schedule (optional)
6. Select “Save” if needed
Notifications are set up for push only and you have not enabled permissions to receive push notifications from the Hive app in your phone's settings. See your phone manufacturer's instructions for information on how to allow this.
-
-
Angle of the camera. The viewing angle is very important when it comes to Person Detection on your Hive View outdoor camera. It will detect people much better when at a similar height to the person it is detecting. Ideally when setting up the camera, test the live stream with someone in the detection area and check you can see their face (not just the top of their head and shoulders ). If your camera has missed a person detection, please reposition the camera so that the angle between the camera and the wall is not too steep (the camera should not be too high up).
-
Missed motion alerts can occur when there is a high contrast in the image such as a large wall, or bright light. Try moving the camera so that bright or very dark patches are out of view. Use activity zones to focus on the areas of interest and away from high contrast areas.
-
Try increasing sensitivity and see if that improves the detection.
-
Change to person detection to see if you get more of the alerts you would expect and fewer unwanted alerts
If all of this is set up correctly but your camera didn't capture it, consider the following:
• Check the event is not part of another recording. The event log will capture the event that triggered the camera to begin recording. If another event happens during this recording, it will be captured as part of that recording but not listed as a new event.
• Check the view of the camera definitely covers the area you believe activity took place in. If the motion/person was too close to the edges of the camera it may not pick them up
• Check the activity occurred close enough to the camera. For person detection the person needs to be within 7m of the camera and at night all movement needs to be within 5m of the camera.
• For person detection, the feature looks for things that look like a person's face, person's head and shoulders, or a full body of a person and if they are moving. If a person’s body is not moving or the position of the person means the camera cannot detect head and shoulders etc., then the person will not be detected
• For motion detection, the accuracy of detection can be deteriorated due to the object featuring a colour or brightness that is similar to the background, multiple movements are continuously generated e.g. due to a cutaway, or a fixed object keeps moving in the same location
• Check the view of the camera definitely covers the area you believe activity took place in. If the motion/person was too close to the edges of the camera it may not pick them up
• Check the activity occurred close enough to the camera. For person detection the person needs to be within 7m of the camera and at night all movement needs to be within 5m of the camera.
• For person detection, the feature looks for things that look like a person's face, person's head and shoulders, or a full body of a person and if they are moving. If a person’s body is not moving or the position of the person means the camera cannot detect head and shoulders etc., then the person will not be detected
• For motion detection, the accuracy of detection can be deteriorated due to the object featuring a colour or brightness that is similar to the background, multiple movements are continuously generated e.g. due to a cutaway, or a fixed object keeps moving in the same location
Featured Articles
- How can I update my Hive View or Hive View Outdoor firmware?
- How do I view my Hive View or Hive View Outdoor HD live stream?
- How do I zoom on Hive View or Hive View Outdoor?
- I haven't received an activity notification for my Hive View or Hive View Outdoor, what should I do?
- How will I receive activity notifications for my Hive View and Hive View Outdoor?
- How does the time zone work for Hive View and Hive View Outdoor?
- How do I turn the chimes off on my Hive View or Hive View Outdoor?
- How do I turn the lights off on my Hive View or Hive View Outdoor?
- How do I turn activity notifications on or off for Hive View or Hive View Outdoor?
- How do I remove Hive View or Hive View Outdoor from my Hive app?
- How can I change the format in which I receive activity notifications for my Hive View or Hive View Outdoor?
- How can I amend my detection settings for Hive View or Hive View Outdoor?
- The Wi-Fi in my home is slow after installing my Hive View or Hive View Outdoor?
- What do the different lights on my Hive View and Hive View Outdoor mean?
- I've received a system notification saying my Hive View or Hive View Outdoor is too hot, what should I do?
- Will my Hive View or Hive View Outdoor switch off if my broadband is turned off or stops working?
- I can’t find the Hive View or Hive View Outdoor file I downloaded
- Why am I not getting activity detected on my Hive View or Hive View Outdoor?
- Why didn't I receive an image of the person seen in my person activity notification?
- How do I reset my Hive View Outdoor?
- How do I set up Activity Zones?
- What are Activity Zones and what do they do?
- How do I turn my Hive View or Hive View Outdoor on/off?
- What is the Play A Sound feature?
- How do I use the Play A Sound feature?
- How does 'Grab and Go' battery mode work on Hive View?
- I've received a system notification saying my Hive View battery is low, what should I do?
- How do recordings on my Hive View and Hive View Outdoor work?
- Where are my Hive View and Hive View Outdoor recordings stored?
- How do I change the Wi-Fi router or network that my Hive View or Hive View Outdoor is connected to?
- How do I switch privacy mode on/off for Hive View and Hive View Outdoor?
- How do I talk through my Hive View or Hive View Outdoor?
- How do I download my Hive View or Hive View Outdoor recordings?
- The video recording for my Hive View or Hive View Outdoor is repeatedly interrupted or takes a long time to start up, what should I do?
- My Hive View is showing as offline in the Hive app, what should I do?
- What happens if I decide to cancel my Hive Video Playback Membership?
- What can I do if my Hive View or Hive View Outdoor isn’t working?
- How do I reset my Hive View?
