Troubleshoot

For a firmware updating issue, Error code 403 can mean your Wristcam is noting a Wifi or IP address issue. Please ensure you are close to Wifi access point (e.g., please move to the same room). If you are using a VPN- please turn off the VPN while trying to perform the Wristcam update.

To help us better understand what may be causing the update issue, please check the the below questions and troubleshooting:

1. Have you charged the Wristcam for 1-2 hours (2-3 hours may be needed if battery was at 0%). 
2. Please only use the Wristcam provided Power Adaptor directly plugged into the wall along with the Charging Cable.You may use a plug converter if residing outside the US or Canada. This means you may have issues with charging the Wristcam, updating the Wristcam and downloading content if you use the power extension cord.
   
   1. If you use a USB extension power cord or extension cord, like all other products, our product requires 5V (volt, i.e. Potential), and during power consumption at even 100mA (milli Amper) there will be potential drop and the device will NOT get the needed 5V. 
3. Are you seeing a red LED light when you initially connect the charging cable and accompanying power adaptor to the Wristcam core?
4. Are you able to use the dual USB port charging adaptor that was provided with your Wristcam to charge your Apple Watch?
5. If you are able to answer the above with "yes", please go ahead with the next steps.  
6. Uninstall the Wristcam application.
7. Reinstall the Wristcam application.
8. Open the Wristcam application on your iPhone. 
9. SKIP the Video Calling Sign in process and focus ONLY on connecting to the device.
10. Try doing the firmware update. If successful then do Step 7. 
11. Continue the Video Calling signing in after the firmware update is installed.
12. If you see a message that the Wristcam is not connected, please disconnect and re-connect the power cable to the Wristcam core. You only need to remove it from the charger for a couple seconds.
13. Then please try updating the Firmware again. You may need to try this step a few times for the update to occur. 
14. What is the Status that you are seeing reflected within Settings pane of the Wristcam companion app on your iPhone? Is your Wristcam connected? What is the battery estimated %? 
15. What version of Firmware is currently running on the Wristcam- if you are still not able to perform the update. Please reach out to us for further assistance at support@wristcam.com. 

If you have not updated recently or are a new Wristcam user, the update you wish to perform may take some extra steps to update. Some of our updates also will take extra time or trying the below troubleshooting to perform.

Please follow these steps to see if it resolves your issue:

1. Please only use the Wristcam provided Power Adaptor directly plugged into the wall along with the Charging Cable. If you use a USB extension power cord or extension cord, like all other products, our product requires 5V (volt, i.e. Potential), and during power consumption at even 100mA (milli Amper) there will be potential drop and the device will NOT get the needed 5V. 
2. Please ensure you are close to Wifi access point (e.g., please move to the same room). If you are using a VPN- please turn off the VPN while trying to perform the Wristcam update.
3. Please charge your Wristcam for 2-3 hours will charge it fully. Please leave the Wristcam on the charging cable and have your iPhone next to the Wristcam.
4. Please pair your Wristcam with your iPhone. 
   1. Wristcam will go into standby mode after 40 seconds of inactivity to preserve the battery- if this happens and it appears not to be connected or off- simply press the mechanical button once to wake it up (and re-connect). 
5. Please remove the Wristcam from the charging cable and then place it back on the charging cable and then pair the Wristcam before you start the update. 
6. Leaving the Wristcam on the charging cable, please then go to the Wristcam phone app Settings tab > Maintenance & Support > click on Update Firmware > then click on CONNECT AND UPDATE.
7. Please try updating the Firmware, keeping your iPhone also next to the Wristcam. You may need to try the updating a few times and once you start to see the process starting it will take a few minutes. Just leave all there to update. 

If you still are not able to resolve your issue, please submit a bug report (ensuring your Wristcam is still paired and you have the Wristcam app open on your Apple Watch face so the data logs will attach). Then, the Support team will follow up. 

If your Apple Watch has the latest WatchOS 8.X installed and you can not open the Wristcam app (to see the Preview) on your Apple Watch, please navigate to the Watch app > Accessibility > and Toggle Off the AssistiveTouch.

We apologize for any inconvenience and we hope to have a solution soon.

Here are all the LED lights if you are not on the newer (Firmware 0.5.974 or higher) firmware update: 

Photo: One-click - WHITE LED 

Video: Long-press - WHITE LED blinks once and then continues until the hardware button is pressed again

Unpair: 3-seconds long-press, do not lift your finger until you see a BLUE LED light (if it is done on the charger is violet: Blue+Red). Once it is blue, release the button and 2 once more times quickly to unpair. The user has a few seconds to do that.

To Turn Wristcam Off/Shut Down - after about 8 seconds from pushing the button; the BLUE light will turn to blink YELLOW/ORANGE LED - at this point, release the button for shut down.

Charging: Outward (World) facing RED LED will show up while charging on the charger. When the battery is full the RED light will turn off.

Low battery/memory full: intermediate RED LED pulse

Transferring data over Wifi: intermediate BLUE LED pulse

Stand by mode: Steady, persistent GREEN LED light

Please note: If you are on the newer Firmware 0.5.974 (or higher) only the below LED light colors and patterns changed (all else stayed the same as noted above): 

New LED pattern for Video Recording - User will see for the first second a White LED and then GREEN blinking LED

New LED pattern during WiFi Activity - User will see a faster BLUE blinking LED

Let's try these steps to see if we may resolve your connecting issue.

1. Please make sure that your Wristcam is fully charged. To fully charge your Wristcam takes 2-3 hours.
2. If your Wristcam is charged, open your Bluetooth settings screen on your iPhone.
   1. If you have Wristcam listed on your devices, please click to forget device
   2. If Wristcam is not showing up, please move to the next step
3. Turn off your iPhone Bluetooth.
4. If you received your Wristcam after February 2021, please click on the Wristcam hardware button for 3 seconds - until you see a blue LED light flash - and then another 2 quick clicks in a row. This will reset the Bluetooth connection for your Wristcam.
5. If you received your Wristcam in February 2021 or prior, please click on the Wristcam hardware button for 3 seconds - until you see a blue LED light flash - and then another 5 quick clicks in a row.
6. Turn your iPhone Bluetooth back on.
7. Now you should be able to locate it on your Bluetooth settings screen.

Don't forget to, after pairing it with your iPhone, open the Wristcam app and pair it with the app as well.  Please contact Support if this does not resolve your issue. 

Yes, you can enjoy the ocean, lake or river activities by taking some extra precaution with the Wristcam.

The ocean, lake or river water itself will not harm the Wristcam or its lens. Please clean the Wristcam after use by following this instruction.  The force of a strong wave against it, hitting some kelp or other hard item (rock, coral, etc.) however can impact the lens or cause the Wristcam to fall off. Please ensure to have it securely fastened. 

To be cautionary: Some of our surfers (and other water sports users) follow the below, as their concern is about losing both the Wristcam and the Apple Watch. This does not happen frequently but paddling through kelp, a strong wave hitting the Wristcam can cause it to become unattached and fall off. 

You can use any type of cord or surf leash to help provide extra security from loss in the water. 

Please also see Noah Beschen's solution and also see the attached movie in this FAQ of how he attaches the leash piece. 

Attached

Feel free to check out Professional Surfer, Noah Beschen's Instagram if you are also there if you want to see him using the Wristcam: Noah Beschen

Operating temperature Wristcam is designed to work best in ambient temperatures between 32° and 104° F (0° and 40° C) Charging temperatures between 50° and 113° F (10° and 45° C) and be stored in temperatures between 32° and 104° F (0° and 40° C). Wristcam can be damaged and battery life shortened if stored or operated outside of these temperature ranges. Avoid exposing Wristcam to dramatic changes in temperature or humidity.

If the interior temperature of Wristcam exceeds normal operating temperatures (for example, in a hot car or in direct sunlight for extended periods of time), you may experience the following as it attempts to regulate its temperature: If Wristcam can’t regulate its internal temperature, it goes into Power Reserve or a shutdown mode until it cools. 

Please check the below scenarios when this message may occur:

1. We have noted a recent issue with this message coming on sometimes when you are charging the Wristcam and/or attempting to download photos/videos. If you are charging your Wristcam inside your home, in order to perform a download- please disregard this message and charge the Wristcam first fully for 2-3 hours before attempting to download your content. Then keeping the Wristcam on the charging cable, leave your iPhone next to the Wristcam while the download is occurring (or within 10 meters/32 feet). 
2. If exposed to sun/heat: Please move Wristcam to a cooler location out of direct sunlight, stop charging it and wait a few minutes (10-20 min) before trying to use Wristcam again.

If you continue to have issue with downloading or any concerns please contact support@wristcam.com. 

You can capture hundreds of photos or approximately 30 minutes of video per charge. Battery life varies with use, settings, and other factors so the actual results may vary.

How much video use, leaving the Wristcam app preview on your watch open, downloading content will also impact the battery more- so we suggest:

1. Always fully charge before each use (2-3 hours to fully charge the battery)
2. Close the Wristcam preview on your watch when not in use 
   1. You may take a photo by doing a one press of your mechanical/power button, and a long press to capture a video- so you do not need to even open the preview. Please click here to see how to do that.
3. Take less and shorter videos.
4. Wait to download your content to your Wristcam app or iPhone until you can put the Wristcam on your charging cable (battery needs to be at 60% or more to start the download on the cable).

To download your content the battery has to be at least 60%. Downloading content drains the battery more so we recommend waiting until you are home or able to charge the Wristcam and as noted above on #4 to leave it on the charging cable. Please see this how to download your content video by clicking here. 

The Wristcam is set at 720p initially.

If you are on the latest software update to your Wristcam app, the resolution can now be adjusted through the Wristcam watch crown. 

• You will be able to adjust the video resolution by swiping the crown to change from when Stabilization is On/which is the HD Mode (720p) or to Stabilization is Off/which is HD Action Mode (1080p) Mode, for both cameras. 

If you are still on the older software version, please go to the Wristcam phone app Settings tab, under "Advanced Camera Settings."  You can change your Video Resolution from 720p (initially set this way) to 1080p as well as the camera aspect ratio.

Please follow these steps:

1. Please ensure your Wristcam has at least 60% battery level. If needed please charge it a few hours before proceeding. 
2. Turn on the Wristcam and connect with your iPhone.
3. On the iPhone Wristcam app you will click on the Settings tab (it looks like a wheel on the lower right side of the app).
4. Then scroll down to the "Advanced Camera Settings," then click on "Video Resolution." When there- you may click on 1080p. 
5. When you exit and return to check the resolution it should be 1080p. 
6. You may change the video resolution at any time following the above steps.

That said, we always recommend updating to the latest firmware for the latest features, enhancements and bug fixes. 

If your device is connected to the charger, our app defaults to not allow preview. Please remove it from the charger. 

If it is not connected to the charger, please force close the Wristcam app on your Apple Watch by taking the following actions:

1. Press and hold down the side button until the shutdown screen appears.
2. Release the side button, then press and hold the Digital Crown to force quit the app.

Now you can reopen Wristcam from the icon on your Apple Watch. If the issue is not fixed after taking these steps, please report a bug within the app, and we will be happy to assist you.

• To report a bug, please navigate to the settings tab, select Bug Tracking, check if the Share Logs option is on, and then tap to Report a Bug.
• Please include as much information as possible in the description.  

You will need to download your photos/videos to get them in full HD quality. You can also edit an image, and share/save videos and pictures once you download them to your Wristcam iPhone app.

You will need to download your photos/videos to get them in full HD quality. You can also only edit an image, and share/save videos and pictures once you download them to your Wristcam iPhone app.

If your photos are coming out blurry or distorted, please check if your Wristcam is clean. Here you can find more information about our recommended cleaning routine. 

Let's review some other troubleshooting to see if we may resolve your issue:

• If your device is clean, are you holding it still? If you are moving fast, like running or in a moving vehicle while trying to take a picture, Wristcam does not have Image stabilization (yet), so your images may be distorted.
• Another possibility might be if you have been using Wristcam for a prolonged time. If that is the case, please try charging your device and let it rest a bit.
• Last, for how close you can take a photo from an object without blurring is generally 15 inch (from the subject) for the self facing, and 39 inch for the outward facing. Though it’s not getting blurry at that point - that’s the optimal, and becomes blurry as you come closer.

If it is none of the above cases, then this is most likely a firmware issue.

1. Please check you have our latest Firmware installed on the phone app Settings tab > Check for Firmware upgrade > Check for Updates.
2. If you do not have the latest Firmware installed, please tap to Perform Upgrade. Note that to upgrade your firmware, your Wristcam device needs to be connected to the charger and have at least 60% battery.
3. If you have the latest Firmware installed, please report a bug within the app, and we will be happy to assist you.
4. To report a bug, please navigate to the settings tab, select Bug Tracking, check if the Share Logs option is on, and then tap to Report a Bug. Please include as much information as possible in the description.  

Please contact Support@wristcam.com if you are still noting issues. 

When you are swimming in a pool, ocean or lake, you will be able to take photos or videos while under water (and not deeper than about 3 feet). 

What you are experiencing is something that is controlled by Apple-this is an Apple Watch Water Proof feature, called water lock, which locks the Watch face. To unlock the watch face, you will need to twist the watch crown to unlock your watch. Then you will be able to see the preview in the photo or video mode. 

To take a photo with the power button all you need to do is a short press/tap of the power button- that will take a photo. A long press of the power button will take a video. You will be able to take photos or videos without touching the watch screen.

Please note the Wristcam will go into standby mode after 40 seconds of inactivity.  If this happens simply tap the power button to wake it up/turn it on.

 
Here is Apple's how to video to turn Water Lock On or Off so you can use your Wristcam in the water. Please check out Apple's Support articles for more information on that as needed. 

The Wristcam device is configured to avoid digital gain while recording, so that the maximum quality is achieved. As a result, the audio level might sound low in many instances. In the coming weeks (Fall 2021), we will introduce an Auto Normalize feature, that will make sure that both the quality are kept, and the volume is increased to the possible extent.

In the meantime while you wait for the update, you may use an external app or software to normalize the audio.

If we are sending you a replacement Wristcam tied to a warranty RMA please see below for some helpful information.

Regarding your photos and videos that are in the Wristcam app:  

1. Yes, you will need to first download them to your iPhone gallery to save them, before you use your new, replacement Wristcam, or you will lose all of your photos and videos.
   1. Please click on this how to download your photos and videos FAQ here. 
2. Some consumers also need to re-pair/re-connect their Wristcam when they get the replacement new product. The Wristcam app may still try and connect to the original Wristcam, even though it is no longer available. If you are noting any pairing issues please follow the below troubleshooting: 

Please connect your Wristcam to the charger and see if you see a blue, glowing LED:

• If so,  please Turn OFF your iPhone Bluetooth, wait 10 seconds, and turn your iPhone Bluetooth back ON and see if you can see Wristcam under other devices.
  • If you see Wristcam, please tap on it to pair to your iPhone.
  • Next open your Wristcam app (or you will be directed there) and tap on "Ok" (Ok to pair).
  • Please Do not unpair your Wristcam. If you Unpair your Wristcam we will need to re-pair your device again following these steps (here or below). 

• If not, please follow the next steps:

1. Please charge your Wristcam fully for 2-3 hours. The RED LED will come on and stay on until your Wristcam is fully charged. The RED light will turn off after it is fully charged.
2. Keeping your Wristcam connected to the charger and make sure the RED LED turns on initially. It will turn off once it is fully charged (even when on the charging cable- this is fine)
3. Open your Bluetooth settings screen on your iPhone.
4. If you have Wristcam listed on your devices, please click to “i” on the right side next to the Wristcam device and choose “forget device.”
5. If Wristcam is not showing up, please Turn Off your iPhone Bluetooth, wait about 10 seconds, and turn your iPhone Bluetooth back on.
6. If you still do not see the Wristcam after 30 seconds, perform the following activity:
   1. With the Wristcam on the charging cable (charging), click on the Wristcam hardware button for 3-4 seconds - until you see a White with blue/purple LED light flash - and AS SOON as you see the solid Blue LED flashing, lift your finger and quickly double click the button. 
   2. This will reset the Bluetooth connection for your Wristcam. It might take 30-60 seconds for your phone to rescan and discover the Wristcam.
7. Now you should be able to locate it on your Bluetooth settings screen (possibly under "OTHER DEVICES").
8. After pairing it with your iPhone, your Wristcam app will open. If you see instructions about Pairing your product while in the app, please click on "Ok" when asked about pairing.
   1. Please do not "Unpair" the Wristcam while in the app- otherwise we will need to follow these instructions again.

For reference, please check this video to see how to unpair/re-pair your device as well to aid you as well as this how to video on how to re-pair/connect your Wristcam created by our Support staff on YouTube. 
 
Our Support team is also here to assist you with any pairing issues with your new Wristcam. 

We apologize for any inconvenience. This a problem with the iPhone 12 Apple is aware of. The good news is we have an alternate way for you to add the app while we are waiting for the resolution.

Please open the App Store within the Watch, and install the Wristcam app from the app store directly from the Watch. Please contact support@wristcam if this does not resolve your issue. 

Are you using the "WiFi" button on settings to "connect"? You should not try to turn on WiFi. You only need to have a Wi-Fi connection to download your photos and videos in full HD quality.

Please ensure your Wristcam has at least 60% battery to ensure the download can occur. When in doubt, please charge your Wristcam for 20 minutes or leave on the charger when performing the download. 

There are mainly two options for you to download your assets:

(1) Auto-import: this is on by default, so you just have to connect your Wristcam to the charger, and it will automatically share your Wifi credentials with Wristcam and download your assets. For more information, check this video:

(2) Manual download. This will take you through the process of downloading images and video directly through ad-hoc wifi that will open on the device. In order to make this work, please remove the Wristcam from the charger (make sure it is charged), and do one of the following options:

If you still have any more questions, please contact Support@wristcam.com. 

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Don't worry; this is just the default symbol. The factory reset feature is only to permanently deleted your photos and videos, and it won't reset your hardware (if you are having an issue, please contact support@wristcam.com).

To use this feature, you have to have your Wristcam connected you your iPhone.  

Ensure that the WristCam App and Firmware are up to date with their latest versions. Force close the Wristcam app on your iPhone and your Apple Watch by taking the following actions:

On your iPhone:

1. Double click the Home button or swipe up to bring up the fast app switcher.
2. Navigate to the Wristcam screen.
3. Swipe up on the Wristcam screen by flicking it up and off the screen.

On your Apple Watch:

1. Press and hold down the side button until the shutdown screen appears.
2. Release the side button, then press and hold the Digital Crown to force quit the app.

Now you can reopen Wristcam from the icon on your iPhone and Apple Watch, then check to see if the crashing or freezing still occurs.

If this does not solve the issue, force close other apps that may be running, but you are not using them. This may allocate more memory to the WristCam App for improved performance.

If this keeps occurring, please report a bug within the app, and we will be happy to assist you. To report a bug, please navigate to the settings tab, select Bug Tracking, check if the Share Logs option is on, and then tap to Report a Bug. Please include as much information as possible in the description. 

Your photos and videos captured with Wristcam are synced to your iPhone and can be shared with your favorite apps.

Please check out this helpful video on how to sync your photos or videos here. 

1. Please check that the option to Wake Screen on Wrist Raise has been turned off: On your iPhone, in the Watch app, go to My Watch (tab) > General > Wake Screen > turn off Wake Screen on Wrist Raise.
2. Close the Watch app on your iPhone: On your iPhone: double-click the Home button, then swipe up on the Watch app preview.
3. Restart your iPhone and Apple Watch, turning both off together, then restarting your iPhone first. 

Yes, you just have to Unpair your current/old device from the settings tab on your Wristcam iPhone app and then on your iPhone Bluetooth settings, click "forget this device.” Once you have successfully unpaired your Wristcam, you can pair your other device. 

Can you see these assets in your watch gallery? If so, please force close the Wristcam app on your iPhone and reopen the app. 

If you can't see them on your watch or your iPhone, it might be that you've set "Import Mode" on the phone app settings tab to "Delete after Sync."  this case, they were deleted from your device.

Let's try some troubleshooting to see how to resolve your issue.

1. How much space do you have on your phone? Try to delete some content and see if restarting your iPhone helps update the storage space.
2. Please check your app permissions in your iPhone settings > Wristcam is set for All Photos.
3. If you have the right permissions set, please force close the Wristcam app on your iPhone and reopen the app. 

If this doesn't work, report a bug within the app with a screenshot of your app’s permission, and we will be happy to assist you.

To report a bug, please navigate to the settings tab, select Bug Tracking, check if the Share Logs option is on, and then tap to Report a Bug. Please include as much information as possible in the description.  

No. We advise our consumers to not attempt to replace the Wristcam battery on their own, as doing so may damage the battery, cause overheating or injury and void the product warranty. 

We offer a 1 year limited warranty and for any hardware or battery issues we will replace the battery within warranty for free, if faulty. For consumers in the US (or Canada if within warranty and prior bought on our site) we provide them free RMA return labels or free RMA shipping for the replacement core hardware.

For consumers residing in other countries, they will need to pay in advance for the shipping fee ($20 USD) for the replacement core hardware and any possible related custom fees.

Wristcam core hardware, like all products with internal batteries or batteries should always be recycled or disposed of safely and separately from household waste, and never incinerated.

You can only "Share" or "Edit" assets that have been previously downloaded to your Wristcam phone app. 

No. Do not open Wristcam or attempt to repair Wristcam on your own. Disassembling Wristcam may cause bodily harm, and degrade or impair water resistance. This may also void your warranty.

Should your Wristcam become damaged or malfunction, please contact Wristcam support so we may best assist you. 

The little clock on the top right corner of your photos in our Wristcam phone app means that they are in queue to be downloaded to your Wristcam phone app. 

There are two ways to save your assets to your iPhone Gallery. Either you can have them automatically saved from our "Import Mode.” Just make sure you have "Save to iPhone Gallery" toggled on. Or you can manually add them by opening the asset, click "share," and then "Save to Gallery.” Please note you can only "Share" if you first downloaded it to our Wristcam phone app. 

Please check your app’s permissions on your iPhone settings. Your Location permissions need to be selected to Always On so that the app can tag your photos and videos correctly. If you have the right permissions set, please report a bug within the app with a screenshot of your app’s permission, and we will be happy to assist you. To report a bug, please navigate to the settings tab, select Bug Tracking, check if the Share Logs option is on, and then tap to Report a Bug. Please include as much information as possible in the description.