Sengled Snap 1080p Security Camera Setup Guide

Authored by: Support.com Tech Pro Team

1. Variable

Don't forget to mark steps complete as you go through GPs.

Don't forget to ask the guest how they heard about us and document it in the Session Properties.

2. Get the Manual

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

The manual shouldn't be needed with this guide but as a best practice, let's download it to have it handy.

The manual is available here: https://cdn.shopify.com/s/files/1/1176/7612/files/Snap_User_Manual.pdf?13825062329062204784 

Don't forget to mark steps complete as you go through GPs.

3. Setup Type

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is this an initial setup or helping the guest with a setup that they already started?

4. Network Credentials

Does the guest know their Wireless Network name (SSID) and Key?

5. Install the App

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Have the guest install the "Sengled Snap" app from the App Store or Google Play.

Don't forget to mark steps complete as you go through GPs.

6. Sign in

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

If the guest already has a Sengled account have them sign in. If they do not have an Sengled account have them regester by tapping create account on the lower right and then sign in.

Don't forget to mark steps complete as you go through GPs.

7. Add camera

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Once signed in, tap "Start Here" on the upper left corner and then tap "Camera".

Don't forget to mark steps complete as you go through GPs.

8. Temp Location

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

For the sake of the setup it is best to temporarily screw the bulb into a light fixture that is in the same room as the guest's wireless router. It can be moved to its actual location once the setup completes. So have the guest screw in the bulb and turn it on just like they would with any other light bulb.

Don't forget to mark steps complete as you go through GPs.

9. Jump Networks

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Now we will need to temporarily connect to the camera's wireless SSID.

Have the guest exit the app and connect to the camera's Wi-Fi network. The camera's SSID will start with "Snap" and it will not ask for a password.

Please use the decision point to see more options.

10. Back to the App

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Once connected to the camera's SSID, go back to the Snap app.

Don't forget to mark steps complete as you go through GPs.

11. Reconnect to the Main SSID

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Now that the app is communicating with the camera it will ask you to select the guest's normal SSID and enter the password.

Have the guest select their wireless network name in the list and enter the password when prompted.

Don't forget to mark steps complete as you go through GPs.

12. Finish & Wait

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

After entering the wireless password, tap "Finish" and we have to wait for about a minute for the camera to configure.

Don't forget to mark steps complete as you go through GPs.

13. Verify

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Now the camera should show in the list on the app's homepage and the guest should be able to view the stream.

14. Mount

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Now that the camera is setup, all the guest needs to do is mount it in the location where they plan to use it.

Important notes:

• The bulb needs to be mounted in a location where the wireless signal is strong. Remember, this is HD video, so if the signal is weak it will not stream properly.
• The bulb needs to be oriented with the camera on the bottom in the 6 o'clock position otherwise the video feed will be sideways or upside-down.

Don't forget to mark steps complete as you go through GPs.

15. IoT Reminder

Take this opportunity to inform the guest that Target has a large inventory of IoT devices and can be a one-stop shop for the modern connected home!

Don't forget to mark steps complete as you go through GPs.

16. Disposition

Disposition the Session

1. Ask the guest if they would like to participate in a survey for the service they received.

If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.

2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

3. Click Done in the left pane

4. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back

17. Check Network

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Let's see if the network is functioning properly. Check and see if the guest's smart phone or tablet is connected to the wireless network and is able to connect to the internet.

Be sure to check that it's actually connected through the Wi-Fi and not falling back on 4G / LTE

18. Error Message

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is the app or web service giving an error message?

19. Use Support Site

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Search the error code on the Sengled Support Site and attempt any documented troubleshooting steps.

Don't forget to mark steps complete as you go through GPs.

20. Refer to Sengled

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please refer the guest to Sengled for further support at 1-877-401-5990, their hours are listed below.

Sengled Support Hours:
Mon - Fri 8:00 AM - 6:00 PM PST
Sat - Sun 9:00 AM - 6:00 PM PST

Don't forget to mark steps complete as you go through GPs.

21. Refer to ISP/Router OEM for Network Support

If multiple devices are unable to connect to the wireless network, there is a network issue.

Please refer the guest to their ISP or Router OEM for network assistance.

Don't forget to mark steps complete as you go through GPs.

22. Connect to the Network - Android

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Walk the guest through the following steps:

• Method 1 - The Drop Down Menu
• Method 2 - Settings

Drop Down Menu

1. Have the guest swipe down if it's a phone and up if it's a tablet (near the time, to access the menu).

2. Locate the Wi-Fi Icon.

3. Press and hold the Wi-Fi icon until the network list is displayed.

4. Within that menu you will see the available networks.

5. Tap on the network you wish to join, enter the network password and tap Connect.

Android Settings Menu

1. Locate the Apps Menu.

2. Tap on the Settings cog wheel. 

3. Tap Wi-Fi from the settings menu. 

4. Within that menu you will see the available networks.

5. Tap on the network you wish to join, enter the network password and tap Connect.

Don't forget to mark steps complete as you go through GPs.

23. Connect to the Network - iOS

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Walk the guest through the following steps:

1. Open Settings

2. Open Wifi

3. Locate and tap the guest's SSID

4. Enter WEP/WPA/WPA2 Password

5. Tap Join

6. Wait for connection (indicated by check mark)

Don't forget to mark steps complete as you go through GPs.

24. Refer to ISP or Router OEM

Inform the guest that without the router SSID and password, a wireless connection is impossible and refer them to their ISP or Router OEM accordingly.

Don't forget to mark steps complete as you go through GPs.