I can’t view images or video from my SHM camera on the app

There are a few potential reasons for this issue. Run through the following steps until your camera is working again.

  1. Make sure that the internet connection to your router is working – camera feeds won’t display when only the cellular connectivity is active.
  2. Confirm that the camera images can be viewed from your Touchpad.
  3. Check that your camera isn’t in Privacy Mode.
  4. Try closing and re-launching the Smart Home Monitoring app.
  5. If not already done, restart your device.
  6. Uninstall then reinstall the Smart Home Monitoring app on your device.
  7. Still not working? Contact a Smart Home Monitoring Technical Support Consultant.

I’m having trouble connecting the app to the server

Logged into the Smart Home Monitoring app and seeing a “Cannot connect to server” message? Follow these steps to resolve the problem.

For Android users

  1. Close the Smart Home Monitoring app.
  2. Check that the network connection is active either through Wi-Fi or cellular.
    • Wi-Fi can be checked by tapping Settings, then tapping Wi-Fi.
    • Cellular can be checked by tapping Settings, tapping Data Usage, then checking off Mobile Data.

      Note: If you’re on Android 7 or higher, go to the Connections menu first to view your Wi-Fi or cellular options.

  3. If you haven’t done so already, restart your device.
  4. Clear your Application cache.
  5. Uninstall and reinstall the app on your device.
  6. If the issue is still unresolved, contact a Smart Home Monitoring Technical Support Consultant.

For Apple users

  1. Close the Smart Home Monitoring app.
  2. Check that the network connection is active either through Wi-Fi or cellular.
    • Wi-Fi can be checked by tapping Settings, then tapping Wi-Fi.
    • Cellular can be checked by tapping Settings, scrolling down and tapping Smart Home Monitoring, then verifying that cellular for that app is turned on.
  3. If you haven’t done so already, restart your device.
  4. Uninstall and reinstall the app on your device.
  5. If the issue is still unresolved, contact a Smart Home Monitoring Technical Support Consultant.

I’m seeing an “Invalid Username and Password” message when trying to sign in to the app

If you see a username or password error message when trying to sign in to the Smart Home Monitoring app, run through these steps until the issue is resolved.

For Android users

  1. Sign in to Rogers.com to validate your credentials using your MyRogers username and password. If your sign-in works, this means the issue is with the app and not with your account.
    • If you can’t sign in, you can recover your MyRogers username or password. If you’d like some help recovering your MyRogers sign-in information, please contact us.
  2. If not already done, restart your device.
  3. Clear your Application cache.
  4. Uninstall and reinstall the app on your device.
  5. If the issue continues, contact a Smart Home Monitoring Technical Support Consultant.

For Apple users

  1. Sign in to Rogers.com to validate your credentials using your MyRogers username and password. If your sign-in works, this means the issue is with the app and not with your account.
    • If you can’t sign in, you can recover your MyRogers username or password. If you’d like some help recovering your MyRogers sign-in information, please contact us.
  2. If not already done, restart your device.
  3. On the Smart Home Monitoring App sign-in page, delete and re-type your credentials and try signing in again.
  4. Uninstall and re-install the application.
  5. If the issue continues, contact a Smart Home Monitoring Technical Support Consultant for help.

Door Lock

  1. Make sure that the internet connection to your router is working – door locks can’t be controlled solely through a cellular connection.
  2. If your door lock is in Privacy Mode*, disable it as follows:
    1. Enter your master code.
    2. Press #.
    3. Press 3 for advanced lock settings.
    4. Press #.
    5. Select option 4.
    6. Press # for Privacy Mode.
    7. Select option 1.
    8. Press # to disable Privacy Mode.
  3. Verify that the door lock is communicating with the Touchpad. You can do this by manually locking or unlocking the door, then verifying if the status has changed on the door lock Touchpad widget.
  4. If the issue continues, contact a Smart Home Monitoring Technical Support Consultant.

*Applies only to Yale door locks.

Lighting Control Devices

  1. Make sure the broadband connectivity is up as lighting only works when broadband is active.
  2. Check if you’re able to turn lights on with the Touchpad.
  3. Ensure it’s not a problem with the lights themselves by turning them on manually.
  4. Check that the Dimmable option is turned on by doing the following on the Touchpad:
    1. Tap Settings.
    2. Tap Home Devices.
    3. Tap Lighting.
    4. Tap Edit Lights.
    5. Tap Select Light.
    6. Toggle Dimmable to “Yes.”
  5. If the issue continues, contact a Smart Home Monitoring Technical Support Consultant.

Small Appliance Devices

  1. Ensure the Touchpad is connected through broadband internet, as the appliance module cannot be controlled over cellular only.
  2. Verify that the appliance module is communicating with the Touchpad by turning the appliance on and off manually, then checking to see if the status changes on the Touchpad widget.
  3. If the issue is still unresolved, contact a Smart Home Monitoring Technical Support Consultant.