Frequently Asked Questions - Baby Monitors

VTech RM5752 / RM5762 connectivity explained
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VTech RM7754HD / RM7764HD connectivity explained
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My VTech RM WiFi enabled baby monitor can not locate my WiFi network?
There are a number of reasons why your network may not be visible to your VTech monitor. Corrective actions, in order of priority, are as follows;
1) RM models won’t be able to find the wireless network if it’s set in 5GHz only mode. Check the documentation that came with the modem/router, or check with the supplier/manufacturer, to verify that it's not being used in 5GHz only mode, and how to switch to dual mode (2.4GHz and 5GHz)
Notes on this point:
- RM models use 2.4GHz WiFi so will only detect WiFi networks transmitting 2.4GHz
- RM models will only detect password protected 2.4GHz WiFi networks. If the WiFi network is not password protected it will not appear in the RM list of available WiFi networks.
- Modems/routers with both 2.4GHz and 5GHz options are capable of dual mode i.e. 2.4GHz and 5GHz modes running concurrently
- Some NBN providers advise customers to use 5GHz as it may deliver best speed results for internet access. Hence why modem/router may be set to 5GHz mode only. This will need to be changed for your RM unit to work. Check the documentation that came with the modem/router, or check with the supplier/manufacturer, how to correct this.
- Some modems/routers operate "Wi-Fi Band Steering" which connects devices to either 2.4GHz or 5GHz for optimal internet performance. This option needs to be disabled to ensure the 2.4GHz network is always visible. Check the documentation that came with the modem/router, or check with the supplier/manufacturer, how to correct this.
2) Check the channel selection on your modem/router and ensure this is set to channel 1-10 and not AUTO. Check the documentation that came with the modem/router, or check with the supplier/manufacturer, how to correct this.
3) Your wireless network may be hidden, meaning that the modem/router is not broadcasting a name (also known as the SSID). Check the documentation that came with the modem/router, or check with the supplier/manufacturer, how to correct this.
4) Ensure that the modem/router is not broadcasting a name (also known as the SSID) with spaces or special characters. Check the documentation that came with the modem/router, or check with the supplier/manufacturer, how to correct this.
5) Ensure that your modem/router has DHCP enabled. This allows it to provide the necessary IP address to the camera (Static IP addresses will not work). Check the documentation that came with the modem/router, or check with the supplier/manufacturer, how to correct this.
6) Ensure your modem/router does not have any devices listed as blocked, including your camera. It may be that your modem/router settings only allow identified devices to connect OR your modem/router only allows a limited number of devices to connect. Check the documentation that came with the modem/router, or check with the supplier/manufacturer, how to correct this.
7) Test your RM unit using a password protected mobile phone hotspot. If the RM can locate the mobile hotspot, successfully connect to the hotspot and pair the camera, then the issue is with the WiFi network.
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My VTech RM WiFi enabled baby monitor locates but will not connect to my WiFi network?
The password of your WiFi network can not contain any spaces or special characters. Check the documentation that came with the modem/router, or check with the supplier/manufacturer, how to change this.
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My VTech RM WiFi enabled baby monitor will not pair the camera?
If the camera pairing process is unsuccessful check the following;
1) Check through all items as per "My VTech WiFi enabled baby monitor can not locate my WiFi network?" above. Whilst the parent unit may have located the WiFi network one of these issues may be preventing the camera from transmitting a signal via your WiFi network.
2) Ensure the antenna on the parent unit is in the upright position
3) Ensure both the parent unit and camera are within WiFi range of your modem/router
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My VTech RM WiFi enabled baby monitor drops offline or has delayed response at times?
This occurs when your network bandwidth/connectivity is weak or intermittent.
1) Ensure the antenna on your parent unit is upright to maximise the WiFi range.
2) Check your WiFi signal strength on your mobile device or parent unit. If your signal is poor, move to a location where your signal is increased. It may be necessary to relocate your camera or WiFi router for better signal strength.
3) Interference from other WiFi networks, antennas, microwaves, radio sources or other WiFi enabled devices may affect the camera connection. Make sure your camera and parent unit are operating as far away from these as possible (at least 1-2 metres).
4) Review the number of services/devices, for example: Spotify, Netflix, WiFi Speakers, Online Gaming, laptops, tablets etc, accessing the WiFi network at any time. Note that a WiFi network has a limited amount of bandwidth, and each device accessing the WiFi network reduces bandwidth availability in accordance to the data it requires. For example streaming live video such as the image from the RM camera will require more bandwidth than streaming a music file from a music streaming service such as Spotify.
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Will my VTech RM WiFi enabled baby monitor work with a WiFi repeater/range extender?
VTech RM WiFi enabled monitors can be paired with either the main home WiFi device OR a WiFi range extender/repeater but not both i.e. unit will not hand over from one WiFi system to the other.
If you have a WiFi range extender/repeater in your premises that delivers optimal WiFi range throughout the house then you can choose to pair the RM unit with this instead of the main WiFi device.
Note that all of the same criteria apply to pairing via a WiFi range extender/repeater as applies to pairing to the main WiFi device.
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RM5752 / RM5762 - re-connecting to WiFi network after unit powered off
Whilst the parent unit and camera/s should in theory re-connect to WiFi after power to either has been turned off, you may need to;
a) re-connect to the WiFi network, and/or
b) re-pair the camera to the parent unit
The above may be neccessary if;
1) the WiFi network does not allow an auto re-connect after a device has been disconnected
2) the parent unit and/or camera has lost WiFi connection to the network
3) changes have been made to the WiFi network
4) a remote update to the modem/router has been done by the service provider
When powering parent unit off then on, if your parent unit connects to your WiFi network but takes you to the "Setup Camera Network", OR if you have changed the WiFi network that your RM unit is using but the parent unit continues to try to connect to a previous WiFi network when powering off then on please follow the below steps in order;
NOTE: prior to commencing this process please ensure the battery is installed in the parent unit and it is fully charged.
1) remove the camera from the VTech app (if camera has already been paired to the VTech app)
2) re-pair the camera to the parent unit using the new WiFi network and make sure video is streaming from camera to parent unit. Test by accessing features of the camera from the parent unit such as zoom, lullabies etc.
3) re-pair the camera to the VTech app - you should now have video streaming from camera to both parent unit and VTech app. Test by accessing features of the camera from both the parent unit and the app such as zoom, lullabies etc.
4) test by turning parent unit off then on
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What app do I need for my VTech RM model baby monitor?
Simply search for "MyVTech Baby HD" in the Android Play Store or Apple App Store.
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The MyVTech Baby app is asking for a QR code to pair my RM camera?
There are 2 possible methods of pairing an RM camera to the MyVTech Baby app;
1) By QR code - the QR code is located on your parent unit in Settings > Connect Mobile Phone / Mobile access. Simply scan the QR code from wtihin the add camera screen on the app.
2) By Security Key - if you can not find Settings > Connect Mobile Phone / Mobile access on your parent unit then you can add camera using the Security Key. At the bottom of the add camera screen on the app click on "Need Help or Cannot Find QR Code?". On the next screen click on "click here and follow instructions". Then follow the step-by-step instructions for installing the camera.
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The VTech app is not locating my RM5752 / RM5762 camera
1) Make sure that the camera is streaming video to the parent unit.
2) To pair a VTech RM5752 / RM5762 model camera to your VTech app, you must have the mobile device your VTech app is located on connected to the same WiFi network as your VTech RM camera
3) Some WiFi networks operate on Dual Mode (have both 2.4GHz and 5GHz options available). Your VTech RM camera operates on the 2.4GHz option - your mobile device must also be connected to the 2.4GHz option in order to be able to locate the VTech RM camera.
4) Once you have confirmed that your mobile device WiFi connection is set up as above, if the VTech app is still unable to locate the VTech RM camera then reset the camera by; 1. Press and hold pair button on the camera until you hear "ready to start pairing" 2. Press the pair button several times (normally about 5 times) until you hear a beep tone. The camera will start resetting. 3. You will hear another beep tone before the camera starts to reboot. 4. After camera has finished its reboot, re-pair it with the parent unit and VTech app again.
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The MyVTech Baby HD app is showing the cameras as being offline but they are streaming video to the parent unit.
The cameras streaming to the app are reliant on the internet connectivity on your mobile device. Corrective actions, in order of priority, are as follows;
1) Make sure mobile data (or WiFi with internet connection) is turned on on the mobile device the app is installed on and that good internet connectivity is available.
2) Try refreshing the app screen by dragging your finger down in the main app screen
3) Log out of the app and log back into the app
4) Remove the camera from the app, re-pair camera to the app
5) Remove the camera from the app, delete the app and re-install, re-pair camera to the app.
6) Reset the WiFi modem, re-pair parent unit and camera to WiFi network, remove the camera from the app, delete the app and re-install, then re-pair camera to the app.
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There is a pause during playback of lullabies and/or soothing sounds?
It is perfectly normal when playing either lullabies or soothing sounds for there to be a brief pause when a particular lullaby or soothing sound ends before it commences playing again (or moves on to the next lullaby if the Play All option is selected).
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My VTech RM baby monitor lullabies will not turn off?
After commencing playing lullabies, if the parent unit and baby unit link drops, even momentarily, you will not be able to turn the lullabies off using the parent unit. Simply go to the VTech app on your mobile device and turn the lullabies off from there.
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VTech RM WiFi enabled baby monitors security explained
1) Ensure the Wi-Fi network is secure as this is the most common hacking point - ensure the modem/router has a unique wireless network name and strong password and is encrypted using “WPA2-PSK with AES”. Do not use default modem/router login name and password. Refer to the modem/router manufacturer for more details on how to do this.
2) The data (video) transmitted from the VTech camera is encrypted using AES-128 bit encryption.
3) The VTech RM cameras can only be viewed by a VTech app account to which they have been paired. To pair a VTech RM camera to the VTech app the user must have their mobile device connected to the same WiFi network the camera is using and must have access to the VTech RM parent unit to either retrieve the camera's security code OR scan the QR code for connecting the camera to a mobile device.
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How secure is my VTech video baby monitor?
VTech video baby monitors (excpet VTech RM & VM models which use a WiFi network to communicate) use a technology known as Frequency Hopping Spread Spectrum (FHSS). This technology is a highly secure, closed system that is incapable of being hacked by an external monitoring device as the frequently changing, random channel selection is known only to the sender and receiver (parent unit and baby unit of the baby monitor).
VTech video baby monitors are also only technically capable of having a single parent unit (video display unit) paired to a baby unit. Another user with the same model parent unit cannot, deliberately or accidentally, connect up to and view/hear another user’s baby unit that is not coded to belong to their parent unit.
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What range (distance) can I expect from a VTech baby monitor?
VTech BM model baby monitors have up to 300m range outdoors (clear line of sight between parent unit and baby unit) and 50m indoors.
VTech RM5752, RM5762 and VM9900 model range is dependent on WiFi signal strength in the operating environment as both parent unit and baby unit (camera) talk through the home WiFi network.
VTech RM7754HD and RM7764HD feature both Direct WiFi mode and Router mode. In Direct WiFi mode they have up to 100m range outdoors (clear line of sight between parent unit and baby unit) and 15m indoors. In Router mode range is dependent on WiFi signal strength in the operating environment as both parent unit and baby unit (camera) talk through the home WiFi network when operating in this mode.
NOTE: RM7754HD and RM7764HD models will auto switch between Direct WiFi and Router modes to optimise video streaming and range bteween parent unit and baby unit (camera).
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How long does the battery last on a VTech baby monitor?
All VTech BM1xxx and BM2xxx audio models;
- you should get approximately 2.5 hours of active monitoring time, from a fully charged battery.
All BM2xxx, BM3xxx and BM4xxx video models;
- you should get approximately 2.5 hours of active monitoring time (both video and audio constantly on), and approximately 4 hours of active monitoring time (audio only), from a fully charged battery.
All BM5xxx and RMxxxx video models;
- you should get approximately 5 hours of active monitoring time (both video and audio constantly on), and approximately 7 hours of active monitoring time (audio only), from a fully charged battery.
NOTE: Rechargeable batteries may slowly degrade over time. As this occurs you may find that your rechargeable battery delivers a reduced active monitoring time.
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How many cameras can be paired to my VTech video baby monitor?
All VTech video baby monitors can pair up to 4 cameras, with the following exceptions;
RM7754HD and RM7764HD are able to pair 2 cameras to the parent unit and VTech app.
BM2500, BM2600, BM2700, BM2800 and BM2900 which can only have a single camera.
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What model additional cameras can I pair to my VTech baby monitor?
Only those additonal cameras designed specifically for your VTech baby monitor can be paired to it. Cameras are not interchangeable between different models.
Examples; BM5100-BEAR is only compatible with additional camera BM5110-BEAR, BM5500-OWL is only compatible with additional camera BM5510-OWL
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My VTech video monitor is showing "No Link to CAM" on this display?
Please follow the below instructions;
1) Turn off both the parent and baby units
2) Turn on the parent unit and wait until the display shows the "No Link to CAM" message
3) Immediately turn on the baby unit
4) After a short time the link should then be re-established and video/audio function should resume normal operation
Note: If the above process does not work, repeat as it may take several attempts to re-establish the link
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My VTech video monitor screen switches off automatically?
Check the Sound Activation (sleep timer) and/or LCD screen off timer settings on your VTech monitor. If switched to on and you do not want your screen to turn off automatically then change to off.
If set to on and you do want to continue to utilise the Sound Activation (sleep timer) setting then ensure the Sensitivity setting is set to a level appropriate to your baby / environment. The lower the Sensitivity setting the louder the noise required to activate the baby unit microphone for transmission to the parent unit.
If the Sensitivity setting is set too low you may find your baby making noise without it coming through on the parent unit (and re-activating the screen in the process). Adjust the Sensitivity setting accordingly.
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My VTech video monitor does not detect noise from the baby unit?
Check the Sensitivity setting of your monitor and ensure this is set to a level appropriate to your baby / environment. The lower the Sensitivity setting the louder the noise required to activate the baby unit microphone for transmission to the parent unit.
If the Sensitivity setting is set too low you may find your baby making noise without it coming through on the parent unit. Adjust the Sensitivity setting accordingly.
NOTE: The Sensitivity setting affecting whether your parent unit detects and plays sound from your baby unit is model dependent i.e. not all models utilise the Sensitivity setting in normal operation mode. See "My VTech video monitor plays noise from baby unit even when Sensitivity setting set to low?"
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My VTech video monitor plays noise from baby unit even when Sensitivity setting set to low?
The Sensitivity setting on some VTech baby monitors is only relevant to the Sound Activation (sleep timer) mode i.e. it does not affect the transmission of sound from baby unit to parent unit in normal operation mode.
On the following models Sensitivity setting is only relevant to the Sound Activation (sleep timer) mode;
BM3400, BM3600, BM3700, BM5100-BEAR, BM5100-OWL, BM5300, BM5500, BM5500-OWL, BM5600, RM5752, RM5762
NOTE: During normal operation on these models all sound detected at the baby unit will be transmitted to the parent unit.
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The Sound Activation (sleep timer) setting on my VTech video monitor is not working?
When you first turn the Sound Activation setting on you may need to manually turn the screen off the first time (model dependent). After that the screen will turn on and off by itself based on sound detection / sensitivity settings.
Check the Sensitivity setting of your monitor and ensure this is set to a level appropriate to your baby / environment. The lower the Sensitivity setting the louder the noise required to activate the baby unit microphone for transmission to the parent unit.
If the Sensitivity setting is set too low you may find your baby making noise without it coming through on the parent unit (and re-activating the screen in the process). Adjust the Sensitivity setting accordingly.
If the Sensitivity setting is set too high you may find your parent unit screen will not turn off automatically as the baby unit will detect all background sounds and keep the parent unit active. Adjust the Sensitivity setting accordingly.
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How can I improve the video streaming between my parent unit and baby unit/s?
1) If your VTech baby monitor has an external antenna on the parent unit, ensure that the antenna is raised into the upright position.
2) Ensure that your baby unit/s (camera/s) are not connected to a power source with other electronic equipment.
3) For VTech RM WiFi enabled baby monitors also ensure the WiFi signal strength where the parent unit and baby unit/s is strong to ensure smooth video transmission.
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My VTech baby monitor is emitting a "buzz/hum" from the parent unit speaker?
In normal operation mode (not Sound Activation/Sleep Timer mode) the microphone on the baby unit and speaker on the parent unit are always on, ready for sound transmission. If the volume on the parent unit is set above approximately level 4 this may create a slight "buzz/hum" in the parent unit speaker. With normal day to day sounds occurring around the parent unit this should be unnoticeable however during quiet times it may become more noticeable. Simply turn the parent unit volume down during these times (this will not affect the sound transmission from the baby unit to parent unit).
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Can I get audio in Split Screen mode on my VTech video monitor?
On all video monitors (except BM5500, RM5752 and RM5762) audio is only heard in Single Cam or Patrol viewing modes.
On models BM5500, RM5752 and RM5762 - audio in split screen mode on parent unit;
- for selected camera (has yellow outline around it) audio will come through to parent unit
- there are also sound alerts for all cameras paired to the parent unit (even those that are not selected as above) - these appear as "Sound detected at CAM X" message across the top of the parent unit screen
On models BM5100-BEAR, BM5100-OWL, BM5300, BM5500-OWL and BM5600;
- whilst there is no audio in split screen mode there is an audio alert in split screen mode feature. The audio alert is notified by way of a beep and an image of an ear with sound waves appears over the camera image where the sound was detected.
- it may take up to 15 seconds for the sound alert to show on the parent unit after sound is detected at a baby unit
- once a sound alert has occurred for a camera there is a cooling off period of approximately 60 seconds before a new sound alert for that camera will be shown
NOTE: There is no audio in split screen mode on the RM5752 / RM5762 app.
NOTE: In patrol mode only audio from the camera appearing on the parent unit or app screen will be heard.
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My VTech monitor is displaying the incorrect temperature?
1) The temperature sensor should be accurate to +/- 2 degrees. If the deviation is within +/- 2 degrees then it is normal.
2) In the case where the temperature sensor is via a flexible attachment to the rear of the camera ensure that the sensor cable is bent to a 90 degree angle away from the camera. This ensures the sensor is not detecting any heat given off from the camera itself.
3) Ensure the temperature sensor is not located too close to anything that may impact it's accuracy such as window, fan, air-conditioning outlet or heater.
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VTech VM9900 / VC990 / VC980 connectivity explained
NOTE: PLEASE ENSURE YOU HAVE THE LATEST VIEWER AND CAMERA SOFTWARE / FIRMWARE UPDATES DOWNLOADED TO ENSURE YOUR DEVICES ARE OPERATING PROPERLY.
Internal (for VM9900)
1) To begin the link between the camera and viewer they will both need to be connected to the Wi-Fi network they will both use
2) Once set-up is completed both the viewer and the camera must remain connected to the Wi-Fi network that the devices were first set-up with
3) If the Wi-Fi network is down then the product will not work
4) If the Wi-Fi network is slow then the product response will be slow (and potentially freeze if too slow to transmit data)
Note: if the camera freezes user must exit back to initial viewing mode on viewer and once signal is fast enough operation will resume
External (for VM9900, and VC990/VC980 when using as a standalone camera)
1) To begin the link between the camera and your mobile device they will both need to be connected to the Wi-Fi network the camera will use
2) Once set-up is completed then the mobile device can access the camera via the mobile network (i.e. does not require Wi-Fi) but the camera must remain connected to the Wi-Fi network it was set-up with
3) If the Wi-Fi or mobile network is down then the camera will not be able to be viewed by the mobile device
4) If the Wi-Fi or mobile network is slow then the camera response will be slow (and potentially freeze if too slow to transmit data)
Note: if the camera freezes user must exit back to initial viewing mode on mobile and once signal is fast enough operation will resume
Network requirements: minimum requirement to ensure good operation is 1.0 Mbps upload speed/bandwidth per camera.
Provided both the Wi-Fi and mobile networks both meet the minimum requirements as above then product should work ok. If however a user is running multiple devices (mobile, laptop, pc, tablet, streaming TV etc.) then their network may start to run below the minimum standard and cause issues. Users can run a speed test on their service using a service such as www.speedtest.net
Range of the viewer and/or camera is dependent on the strength of the Wi-Fi signal.
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VTech VM9900 / VC990 / VC980 security explained
1) Ensure the Wi-Fi network is secure as this is the most common hacking point - ensure the modem/router has a unique wireless network name and strong password and is encrypted using “WPA2-PSK with AES”. Do not use default modem/router login name and password. Refer to the modem/router manufacturer for more details on how to do this.
2) When adding a VTech camera to the VTech monitor or a device with the VTech App installed and registered to a VTech account, the user needs to first physically press the pairing button on the camera. The VTech camera, viewer and the VTech App device have to be using the same local Wi-Fi network for pairing.
3) Each registered VTech camera has its own unique user programmable name and security key. The security key is required to add the camera to the VTech monitor or a VTech account via the VTech App. An unauthorised user cannot add a VTech camera to their user account without using this security key.
4) The registered email address and password is required to login to a VTech account to view the camera using the VTech App. Notification is sent to the registered email address when the account is added successfully to any new devices.
5) The data (video) transmitted from the VTech camera is encrypted using AES-128 bit encryption.
6) VM9900/VC990 camera has sleep mode setting – if camera is accessed whilst in sleep mode user is alerted to this by camera movement and/or image appearing on viewer/VTech App.
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What to do if my VM9900 viewer freezes or suffers screen lag?
The viewer freezing or suffering screen lag (where screen response time is very slow) is caused by the WiFi network signal strength or speed being unable to handle the real time high definition data transfer the viewer/camera require to operate.
1) Ensure the antenna on the viewer is raised
2) Ensure the areas where the viewer is to be used has stong WiFi signal and speed
3) Adjust the video streaming quality to Low. This will decrease the speed required for consistent transmission but please note if the strength/speed of the WiFi network does not meet the minimum requirements problems still may occur.
4) As a last resort review the WiFi network hardware to ensure it can deliver the signal strength/speed to all areas of the house the viewer will be used.
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How do I register a remote access camera (VC990 or VC980) to the VTech Cam Remote Access app?
If the camera is a standalone camera i.e. not registered to a VTech viewer, you need to select the CAM image option from the "Select camera model" screen (as per the below image) on the app and follow the step by step instructions.
If the camera is already registered to a VTech viewer when you wish to register the same camera to the VTech app you need to select the VIEWER/CAM image option from the "Select camera model" screen (as per the below image) on the app and follow the step by step instructions.
NOTE 1: If camera has already been registered to an account on the VTech Cam Remote Access app, and you wish to register it to a new account, it must be first be deleted from the original account.
NOTE 2: If you wish to view a camera on multiple devices via the VTech Cam Remote Access app you must login to the app using the same account details on all devices.
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How safe is my VTech product to use?
All VTech phones and baby monitors operate using very low levels of Radio Frequency (RF) power. They do not create any dangerous radiation and are perfectly safe to use.
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What is the warranty period for VTech products?
VTech cordless phones have a 3 year manufacturers warranty.
VTech baby monitors have a 2 year manufacturers warranty.
VTech corded phones have a 1 year manufacturers warranty.
VTech accessories have a 1 year manufacturers warranty.
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