Support Center

My camera picture is low quality

Last Updated: Nov 07, 2014 03:01PM GMT
If you think your camera is not streaming in the high definition you would expect from it, there are a couple of checks that you can make to try and get it performing as expected.

Firstly, log into your account and head to the Camera Manager section of the site. From there click on the ‘Camera Settings’ button and ensure that the ‘Video Stream Settings’ are set to ‘High Quality’ rather than ‘Standard Quality’.
If the image appears cloudy or out of focus, your camera may still have its protective plastic sticker attached to the front of the camera. Removing this will allow the camera to see clearly.

If the issue persists, then it might be worth running a speed test at www.speedtest.net to ascertain whether your camera has the bandwidth necessary to stream in high definition. Each HD camera will require an upload speed of 0.5 Mbps to process high quality footage. If the upload speed is less, it might be processing it at a lower quality in order to process it at all.

If the issue persists despite a high speed, please get in contact here either with a screenshot of a downloaded video of what you can see:  http://support.homemonitor.me/customer/portal/emails/new.

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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.



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    (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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