Support

ViewTile is made by one independent developer; your email comes directly to me. The articles below cover what goes wrong most often, in the order it goes wrong.

When something is wrong

01No cameras answered the scanThe scan finishes and finds nothing 02The camera refuses the password — or its clock is off“Wrong username or password”, or “camera clock is off”03The camera is unreachable, or refuses the connection“Host unreachable” or “Connection refused”04The stream starts and keeps droppingVideo comes and goes, or stalls 05The camera is found, but there is no pictureThe tile stays black, or spins and gives up 06The picture is a few seconds behindSomeone waves at the camera and the screen shows it seconds later 07Adding a camera by its stream addressThe scan does not find it, but the manual gives an address starting with rtsp://08The pan-tilt-zoom controls are missingThe camera turns in its maker's app, but ViewTile shows no arrows 09Sending your cameras to a television or another phoneYou want the same cameras on another screen without typing everything again 10Watching from outside the buildingThe cameras play at the site and show nothing from home 11The camera stopped answering after the router restartedIt worked yesterday; today the tile says the camera cannot be reached 12iPhone: ViewTile finds nothing, and the permission was refusedOn an iPhone or iPad the scan finds nothing, even though the cameras work in another app 13Cameras behind a recorder (NVR or DVR)The cameras are wired to a recorder, and the scan finds the recorder but not the cameras 14Which picture to use: full or lighterThe picture on the wall is smaller than full screen, or the app says it “dropped to the lighter picture”15The phone gets warm, and the battery goes fastThe phone is warm after a while on the wall, and the battery drops faster than usual 16Does ViewTile alert me, or record around the clock?You expected a notification when something moved, or a recording of last night 17There is no sound, or you want to talk through the cameraThe picture plays but there is no sound, or you expected a talk button 18The app lock, and what happens when it will not openThe app asks for Face ID or a code before showing the cameras, and it did not accept you 19Where snapshots and clips goYou took a snapshot or a clip and cannot find it 20After an update, a new phone or a reinstallYou updated, reinstalled or changed phones, and want the cameras back

Quick answers

Will it work with the cameras I already have?

If a camera follows the common standard (ONVIF) or gives a stream address, yes. Most brands do, and so do the recorders they sell: each channel is added as a camera of its own.

Can I mix brands?

That is the point of it. Each camera is added on its own; the wall does not care where they came from.

Does it work when the internet is down?

Yes. ViewTile needs the cameras’ own network and nothing else; the internet is not involved.

Can I watch the shop from home?

Not through ViewTile — there is no cloud and no relay, on purpose. A VPN into the shop’s router is the honest way; the support article explains it.

Why did the scan miss my camera?

Usually a guest network, a router that keeps Wi-Fi devices apart, or a camera on a separate network. Type its address; if it can be reached, it plays.

Can the staff watch on a television?

On Android TV, driven by the remote, with the cameras handed over from the phone with a code. The television app is coming soon.

Is it a recorder?

No. With Pro it saves clips you take yourself, up to five minutes each, and plays back what a camera keeps on its own storage where the camera offers that. It does not record around the clock.

What happens to my passwords?

They stay in the phone’s secure storage, are never shown again, and are removed from any report before it is written.

Getting started

Join the Wi-Fi the cameras are on. Not a guest network, and not a second network name in the same building.
Open ViewTile and let it look. Most cameras answer within a few seconds; a full scan takes about twenty.
Tap the camera — or tick several and add them together with one login — enter its own username and password (not the Wi-Fi password), and run the check. It says which step failed if one does.
Pick the stream to use on the wall, name the camera, and you are done. Everything else is in the camera’s own screen.

Deleting your data

Removing a camera removes its saved password with it. Deleting the app removes the camera list and the settings. On iPhone and iPad the system can keep secure-storage entries after an app is deleted, so remove your cameras first if you want their passwords gone for certain; on Android they go with the app.

Snapshots and clips you saved to your photo library stay there — they are yours, in your library. A setup file you exported, or a report you sent to someone, stays wherever you put it.

There is nothing to delete on our side, because we hold nothing of yours.

Write to a person

Questions, a camera that does not behave, a brand you want to ask about. I aim to answer within two working days.

On the camera’s page, “Copy report” puts a report on the clipboard with the passwords removed. Paste it into the mail.

info at viewtile.com