Getting an error message that says "Preparing video" or "Downloading failed"?

Are you getting an error that says, “Preparing video” or “Downloading video” whenever you try to play the recorded videos from your video doorbell camera?

There will be cases wherein upon trying to play the recorded video of your device, an error message may appear. This may be due to an internet connection as our Kangaroo devices always rely on the internet connection being provided to them. Should there be any error messages upon viewing the recorded videos, the steps below can help.

Step 1. Exit from the Kangaroo App and check internet connection.
Exit from the Kangaroo App and open a browser. Check internet connection via fast.com. After which, try to open or load up a video from any of your Applications to make sure that you are getting enough internet speed.

Step 2. Retry loading the videos.

After checking the internet speed, open the Kangaroo App and go to Activity. Pull down to refresh the page. Then try to view one of the recordings again. If there’s still an error message that says, “Preparing video” or “Downloading failed”, proceed with Step 3.

Step 3. Try to switch networks.
You might be having issues on your internet connection where your phone is currently linked to, if there’s a different internet connection available, kindly switch networks. If there’s nothing, please check if an available mobile hotspot is possible. Once switched, try doing Step 2 again.

**If all steps are done and still the error messages appear when viewing a recorded video, please take a screenshot and escalate to one of our Support GuRoos.