Support Center

Live View is not showing a picture

Last Updated: Feb 11, 2015 06:14PM GMT
Both HomeMonitor and the device you’re using to view live require a minimum upload and download speed of 256kbps. The HomeMonitor HD range requires this to be a minimum 512kbps. You can check your Internet speed here at

If your Internet speed meets these minimum requirements, please ensure your HomeMonitor is placed within 10-15 meters of your router so the camera has enough signal strength and bandwidth to upload video, making allowances for the bandwidth your other devices and programs might be using.

HomeMonitor has the option of disconnecting the Live View in the ‘My Home’ section of your online account at and in the smartphone app. If you want to be able to view video make sure there is a green light on the bottom left of the ‘Connection’ icon. If there isn’t simply click or tap this button to enable Live View.

If you’re still unable to view video using our desktop site, you may need to update your Flash player. Simply search ‘Adobe Flash Update’ in your favourite search engine and check for the latest update. If you continue to experience any problems, simply contact us here:

Contact Us

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  • Welcome to the Y-cam Support Centre. Search for the information you need in our help topics and guides, or email us for private support.

    What information should I include?

    If submitting an issue about an existing HomeMonitor account, please include relevant information to your problem, such as:

    Your Account Name
    Camera ID
    How camera is connected
    Router make/model
    Device you are using to access

    If you don't know this information, don't worry, our team will help you find the information you need to get up and running.

    Can I speak to someone?

    We initially deal with all support enquiries through email so the best person possible can help you as quickly as possible. Most issues can and are resolved by email, and much quicker than by phone. If a phone call is required, we will arrange a set time to phone you back so we can get you up and running. Contact us now.

    Opening Times

    Monday - Friday 9am-5pm GMT

    (Rest of World)
    For customers living outside of the UK, we will respond to your query as soon as possible. If telephone support is required, we will contact you at a time that's convenient for you.
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