search_result.json

[{"chat_unique_id": "1928ebe3479f2b3982d71d8cae8bacde", "chat_history": "Customer: My password has uppercase letters but it reverts to lower case when trying to connect to camera\n\nCustomer: Arn't you the customer support? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. When typing your password your phone's keyboard will have an option to capitalize letters if you want to. \nCustomer: Wifi password was changed,  i enter the new password,  the system times out,  and it shows the old password\nCustomer: Help\n\nHuman Agent: Okay, so you're trying to set up the two cameras that were previously on your account? Which app are you currently using?\nCustomer: Smartz eaze\nCustomer: And 3 more that haven't been set up\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Go to Devices, then Add Device\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: It won't let me add a picture to chat\nHuman Agent: I could also have you send it via email or text. Do you have one of those you would prefer?\nCustomer: Text would be easier\nHuman Agent: (508) 506-1880\nHuman Agent: You can send it to that number. \nHuman Agent: Thanks. Is this a 2.4Ghz network?\nCustomer: Yes\nHuman Agent: Okay, when you show this code to the camera, does it go to a blinking blue at all or does it only blink green?\nCustomer: It states it will not work on a 5Ghz\nCustomer: Yes is does blink blue\nHuman Agent: Right, it would not work on a 5Ghz network, but the app has no way to know which you are on so I was checking with you. \nHuman Agent: Okay, if this is a 2.4Ghz network, please go to your wifi settings on your phone, forget the network, then reconnect. When you attempt to reconnect, it will have you enter the network password. If it does not have you enter the password, it was not forgotten properly. Let me know if you are able to reconnect after doing that. \nCustomer: Yes,  it did ask for the password\nHuman Agent: Okay, and you were able to reconnect successfully? If so, do you have any other networks listed in your wifi settings that are yours?\nCustomer: On my phone?\nHuman Agent: Yes, in your wifi settings of your phone. \nCustomer: Yes is have 2.4, and 5\nHuman Agent: You have another 2.4Ghz network listed there in addition to the one you were already on?\nCustomer: No\nHuman Agent: Okay, please restart the camera by unplugging it and plugging it back in. Once back to blinking green, try the QR setup again. If it does not reconnect still, please let me know. \nCustomer: It doesn't work. For some reason it keeps reverting to a previous password. I have even un-installed, reinstalled the app.\n\nIs there another app you suggest?\nHuman Agent: What do you mean by reverting to a previous password? You have the option to type the password when going through the setup. \nCustomer: I type in the new password, and hit the check box to remember password. Setup then times out, then i hit the eye to show password and it is the old password, not the new one\nHuman Agent: Okay, is the 12a13b20b7 password the old or new password? If it is the old password, that could be the issue. If it's the new one, then the correct password is being used in the code. \nCustomer: Old\nHuman Agent: Okay, when you are going through the setup and entering the password, there is an eyeball icon to see the password you have entered. Before going on to the next page, please make sure that shows the correct password. It sounds like you may have a 3rd party app for password management entering your old one. \nCustomer: It is definitely the new password.  I don't believe i have a password management app. I will have to dig\nHuman Agent: Strange. If you would like to try from another app, you can log into your same account in the Zmodo app, then do the following. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I will try that one.  Thanks\nHuman Agent: No problem, let me know if you have the same issue there. \nCustomer: Yes\nCustomer: Waiting for a code from zmodo\nHuman Agent: You mean you're trying to go through the QR setup on the Zmodo app? \nCustomer: Yes,  and it worked.  \nCustomer: Thanks for your help,  not sure why the other app did not work\nHuman Agent: Okay, it looks like you added them to a new account rather than your old account. Were you meaning to put them on your original account?\nCustomer: It doesn't matter as long as they work\nHuman Agent: I'm unsure as well unless you have some form of password manager. \nCustomer: Nothing i could find\nCustomer: Again thanks for your assistance\nHuman Agent: Okay, then if you would like to use them in Smartz as well, you would need to log out of your current account and then back in with your new account there. Or you may use the Zmodo app as well if you would prefer. \nHuman Agent: No problem, have a good evening!", "score": 0.9279503}, {"chat_unique_id": "dc4b82711f30fcb570d2b62b303e1462", "chat_history": "Customer: Set up\nCustomer: I am having difficulty connecting ZMD141HH2000211 wireless camera to WiFi network \nCustomer: -1\nCustomer: I have already tried all of that and it still hasn\u2019t worked \nHuman Agent: Hi my name is Wendy.  Is ZMD141HH2000211  a brand new camera? or has it been setup before?\nCustomer: It was setup before but I have new internet provider \nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Blinking green \nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the \u201c+\u201d icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: It does not have a QR Code \nHuman Agent: When you go through setup the QR code will be displayed on the app during the setup process\nHuman Agent: If you are doing setup from the Smartz app you can follow these instructions.\n\nSmartz QR code setup instructions:\n\nMake sure your smartphone is connected to 2.4GHz wifi then on the Smartz app tap on \u201cDevices\u201d, scroll down and tap on \u201cAdd device\u201d.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: Is there a live rep that I can speak to for help, please?\nHuman Agent: If you prefer talking to one of our phone reps you can tap on the invite I just sent to schedule a callback", "score": 0.88380384}, {"chat_unique_id": "efa15542e43162de4aee4a94492bac47", "chat_history": "Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: Camera won't read qr code\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd18flig520188\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Solid green\nCustomer: Now blinking green \nHuman Agent: Alright, if the light stays blinking green, then that means it is ready for setup. Lets try the QR Code setup again. When you get the QR Code on your phone screen, hold your phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light on the camera closely and let me know if it changes at any point while you are showing the QR Code to the camera.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: Ok. May take few minutes \nCustomer: yes\nCustomer: no change... green light still blinking\nHuman Agent: The light does not change at any point when you show the QR Code to the camera? It may change back to green, so you would want to watch it closely.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: how do I send a screenshot to the camera\nHuman Agent: You can send a screenshot to me here in the Live Chat, or you can email it to support@zmodo.com\nCustomer: i emailed it.\nHuman Agent: What QR Code are you showing to the camera? Is it the QR Code from the setup guide booklet?\nCustomer: that is the only qr code that came with the camers\nHuman Agent: Okay, that is not how you setup the camera. You make the QR Code using your app. The booklet should have instructions, but I will also send the setup instructions here in the chat. Are you using the Zmodo app or the Smartz Eaze app?\nCustomer: Smartz Eaze\nHuman Agent: To set up the camera you will use the QR code method. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: OK I'll do it\nCustomer: ok   light turned blue\nHuman Agent: It is online and on your account. What do you see on the app?\nCustomer: it's working\nHuman Agent: I am glad that the setup worked for that camera. Do you have any other cameras you are trying to setup?\nCustomer: no... thanks.   goodby\nHuman Agent: You're welcome.", "score": 0.82577896}, {"chat_unique_id": "e5599565b460c8b84f330a4e6cb7f167", "chat_history": "Customer: I just got charged for my Zmodo WIFI doorbell that didn't work last year. It will not connect \nCustomer: How do I reach out?\nCustomer: phone number\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the account you are contacting about? It would generally be under an email. \nCustomer: susiero@aol.com\nHuman Agent: Thanks, are you wanting the subscription cancelled, wanting help setting up the device, or was there something else there you wanted assistance with?\nCustomer: I paid for this doorbell, tried talking to someone on your end trying to help set it up, to no avail. They need to refund me for last year. I had it working a couple years ago and they keep charging me.\nCustomer: I also have a range extender that does not help. I can't get that connected either.\nHuman Agent: The subscription would continue until you cancel. As it was not cancelled prior to renewal, no refund would be possible. We'd be happy to assist with setup if you'd like. For cancellation, I will need to email the account email since you are contacting as a guest. One moment. \nCustomer: My front door is not that far from my router. I have an open house. I'm paying for something that does not work. If you can help setting up, fine. If not refund me my money\nHuman Agent: I've emailed with information on how to cancel. For setup, you may follow the instructions below and let me know if you have trouble at a particular point. Before starting I would recommend temporarily turning off your phone's cellular data as it can get in the way of the setup. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: I can't even move this window to see all instructions\nHuman Agent: You should be able to scroll up and down. Would you prefer I email them instead? If so, where would you like them to be emailed to?\nCustomer: Unable to join the network", "score": 0.8180283}, {"chat_unique_id": "e99c7ee22fd1339f5df751366e1e094d", "chat_history": "Customer: Set up\nCustomer: I Cant setup my zmodo\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I cant setup my zmodo\n\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd12c154211631\n\nCustomer: is it ok?\n\nHuman Agent: It looks like that camera will use the Zink setup. It is also setup on a different account. The camera is on a phone number account, ********670.\nCustomer: is my wife phone\nCustomer: should I write from here phone?\nHuman Agent: You would want to sign in to that account to either setup and view the camera or delete the camera from the account so that you can set it up on another account.\nHuman Agent: To connect the camera to your Wi-Fi network, you will use the Zink setup. Please click on the \u201c+\u201d icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: should I use the zmodo app or smartz app?\nHuman Agent: You can use whichever app you would prefer.", "score": 0.81801057}]