Question 1

I can't add my Secure camera to my Philips Hue system. What should I do?

Accepted Answer

There are a few steps you can take if your camera won’t connect to the Philips Hue app during setup.

1. Make sure the camera is an appropriate distance to your router.

If the camera is too far away or too close, you may encounter connectivity issues. Reposition your camera either closer to or further away from your Wi-Fi router or access point, and then try to connect it to the app again.

If you have already mounted your camera and you can’t move it, you can also try moving your Wi-Fi router or access point instead.

2. Restart your camera.

Philips Hue Secure wired cameras:

a. Disconnect the power cable of your camera from the wall outlet
b. Wait for 10 seconds, and then reconnect the power cable to your camera
c. Your camera will automatically restart

Philips Hue Secure battery cameras:

Press the button located at the back of your camera once and wait for it to restart.

Note that holding the button down for 10 seconds will factory reset the camera.

In rare cases, you might need to reset your camera and begin the app setup from the beginning. However, be sure to complete all of the troubleshooting steps mentioned here before doing so.

3. Make sure your home Wi-Fi is working correctly.

Verify that the connection is up and running on a different device. If you're using a mobile phone, you can turn on Airplane mode, and then enable Wi-Fi. This will ensure you’re not using your cellular data.

If your Wi-Fi connection is the issue, restart your router and/or modem.

4. Restart your router.

This will reset your internet connection. If you have them, you should also restart any Wi-Fi range extenders or repeaters. Each device is unique, so you may need to refer to its manual for specific instructions. In general, these are the steps to restart a router:

a. Unplug your modem and router from power. Depending on your setup, you may have a combination modem/router or separate devices. All lights on both should be off.
b. Wait approximately 30 seconds, and then plug them back in.
c. Your devices should power on again. Wait a few minutes for the lights on the devices to stabilize.

Once your router and modem have restarted, try to connect the camera to the app again.

If your internet is still not working properly, contact your internet service provider and inquire about the service status in your area.

5. Check for wireless interference.

The settings on your router or access point may cause connectivity issues. For example, if you have high firewall security or parental controls enabled, they may block new devices from connecting to your Wi-Fi network.

See if your Wi-Fi router or access point have any of these features enabled. If so, consult the manual to see how you can exclude your camera from these restrictions.

Question 2

My Secure camera's live stream is not loading properly or my camera goes offline. What should I do?

Accepted Answer

Your Philips Hue Secure camera may go offline due to various reasons:

- Network issues
- Loss of power
- Old versions of the Philips Hue app
- Camera is too hot or too cold

Network issues refer to problems with your network itself. There are several reasons your network may lose connectivity, such as a power surge, power loss, a loose wire in your router setup, or a change to your Wi-Fi network password.

Most of these issues are temporary — once they are resolved, your camera should automatically come back online. In rare cases, the device may remain disconnected. In this case, we recommend troubleshooting.

Ensure that all wires are plugged in and that the lights on the front of the router are green. Check if other Wi-Fi devices are experiencing connectivity issues. Additionally, unplug your router for 30 seconds and then plug it back in to see if your camera automatically reconnects. If there are no network issues, you’ll need to investigate further.

1. Loss of power

If your camera is not connected to power — which may be a result of a power surge or loose cable — it will go offline. To check if your camera is connected to power, follow these steps:

a. If your camera is connected to a light switch, ensure the switch is in the “on” position.
b. Press the setup button on back of the camera. If it has power, you should hear a voice saying, "Entering setup mode," and the light on the camera will flash.
c. Trigger the camera’s motion sensor. If the lights turn on, your camera has power.
d. Check your breaker box to see if a fuse has blown. If necessary, flip the breaker back to its correct position.
e. Once you have confirmed that the camera is receiving power, let it run. The light at the bottom should stop flashing and glow steadily, indicating that it has automatically reconnected to your network.

2. Older versions of the Philips Hue app

Make sure you have the latest version of the Philips Hue app. You can update your app from the App Store or Play Store.

Question 3

My Philips Hue app shows my camera as unreachable. What do I do?

Accepted Answer

Your Philips Hue Secure camera may go offline due to various reasons:

- Network issues
- Loss of power
- Old versions of the Philips Hue app
- Camera is too hot or too cold

Network issues refer to problems with your network itself. There are several reasons your network may lose connectivity, such as a power surge, power loss, a loose wire in your router setup, or a change to your Wi-Fi network password.

Most of these issues are temporary — once they are resolved, your camera should automatically come back online. In rare cases, the device may remain disconnected. In this case, we recommend troubleshooting.

Ensure that all wires are plugged in and that the lights on the front of the router are green. Check if other Wi-Fi devices are experiencing connectivity issues. Additionally, unplug your router for 30 seconds and then plug it back in to see if your camera automatically reconnects. If there are no network issues, you’ll need to investigate further.

1. Loss of power

If your camera is not connected to power — which may be a result of a power surge or loose cable — it will go offline. To check if your camera is connected to power, follow these steps:

a. If your camera is connected to a light switch, ensure the switch is in the “on” position.
b. Press the setup button on back of the camera. If it has power, you should hear a voice saying, "Entering setup mode," and the light on the camera will flash.
c. Trigger the camera’s motion sensor. If the lights turn on, your camera has power.
d. Check your breaker box to see if a fuse has blown. If necessary, flip the breaker back to its correct position.
e. Once you have confirmed that the camera is receiving power, let it run. The light at the bottom should stop flashing and glow steadily, indicating that it has automatically reconnected to your network.

2. Older versions of the Philips Hue app

Make sure you have the latest version of the Philips Hue app. You can update your app from the App Store or Play Store.

Question 4

What should I do if my camera won’t connect to Wi-Fi during setup?

Accepted Answer

If your Wi-Fi network isn't visible in the app while setting up the camera, it could be due to various reasons, such as distance between the network and the router, wireless interference, a hidden network name, or some other problem.

1. Ensure your Wi-Fi shows up in the Philips Hue App

Depending on where you live you may or may not have multiple Wi-Fi networks around you. Please scroll down to the bottom of the network list in the app to check for Wi-Fi names further down. Usually, networks with stronger signals appear at the top, while those with weaker signals are located towards the bottom.

Please be patient and allow the app sufficient time to locate your network, especially if you reside in an area with a high number of Wi-Fi networks. It may take a while for your network to appear if there are many networks in proximity.

2. Manually enter a hidden network name

To connect to a hidden network, follow these steps:

a. Open the app and go to the network settings
b. Scroll to the bottom of the network list
c. Choose "Other network"
d. Enter the name of your Wi-Fi network
e. Select the security type (WEP, WPA, or WPA2) for your network
f. Enter the password for your Wi-Fi network

Please note that hidden Wi-Fi networks are not automatically displayed on the app list.

3. Keep your camera and router closer together.

4. Attempt repositioning your camera and router to a closer proximity. Even a small distance adjustment can have a significant impact on the connection.

5. If relocating the camera is not feasible, try moving the Wi-Fi router closer instead.

6. If the desired camera installation spot is excessively distant from the router, you may want to think about incorporating a Wi-Fi extender. This device can enhance the range of your Wi-Fi network.

7. Restart your router.

This will reset your internet connection. If you have them, you should also restart any Wi-Fi range extenders or repeaters. Each device is unique, so you may need to refer to its manual for specific instructions. In general, these are the steps to restart a router:

a. Unplug your modem and router from power. Depending on your setup, you may have a combination modem/router or separate devices. All lights on both should be off.
b. Wait approximately 30 seconds, and then plug them back in.
c. Your devices should power on again. Wait a few minutes for the lights on the devices to stabilize.

Once your router and modem have restarted, try to connect the camera to the app again.

If your internet is still not working properly, contact your internet service provider and inquire about the service status in your area.

8. Check for wireless interference.

The settings on your router or access point may cause connectivity issues. For example, if you have high firewall security or parental controls enabled, they may block new devices from connecting to your Wi-Fi network.

See if your Wi-Fi router or access point have any of these features enabled. If so, consult the manual to see how you can exclude your camera from these restrictions.

Question 5

What permissions do I need in order to add a Secure camera?

Accepted Answer

You'll need to be an administrator in your Home. You can see your current permissions in the Philips Hue app by tapping Settings > Account > Home. To become an admin, you can request admin permissions from another admin in the same Home.

Question 6

Why can't I select my outdoor sensor in the Secure tab?

Accepted Answer

Outdoor sensors are not supported as part of the Secure system. When exposed to bright light, such as bright sunlight, the outdoor sensor can trigger a false motion notification.

Question 7

How do I reboot or restart a Secure camera?

Accepted Answer

To reboot the camera, hold the button on the back of the camera for 5 seconds. Make sure you don't hold the button longer than this, as you will factory reset the camera after 10 seconds.

Question 8

What do the LEDs in the Secure camera indicate?

Accepted Answer

Here's what your camera's LED lights indicate:

Blinking blue: Camera is setting up

Steady blue: Camera has established successfully with both the app and Wi-Fi

Red: Camera is recording or live view has been activated

Purple: Camera is booting up

Green: Camera is updating software

Question 9

What do I do if I receive a low battery notification from my Secure camera?

Accepted Answer

If you receive a low battery notification, the battery has around 15% battery left. You can wait to charge your camera or you can charge it right away. Connect it to its power supply unit and charge to full power which will take around 7–8 hours.

Question 10

What happens to my Secure camera if my Bridge stops working?

Accepted Answer

You'll still be able to use the camera's live view, two-way talk, record video, and receive real-time alerts. However, you won't be able to trigger light alarms from the Philips Hue app or use the camera as a motion sensor.

Question 11

My camera keeps rebooting. What should I do?

Accepted Answer

Your camera may not be getting enough power. Make sure you're using the original power cable that came with the camera. If your camera is part of an outdoor Low-volt setup and powered by a Low-volt power supply unit, ensure that the PSU isn't overloaded: for example, a 40 W PSU can only power up to 40 W of devices. Add the wattage of your outdoor lights, and then add 10–15 W for the camera.

Question 12

How do I factory reset my Secure camera?

Accepted Answer

You can factory reset your Secure camera by pressing and holding the button on the back of the camera for 10 seconds.

Question 13

Why isn't my Secure camera turning on when it's connected to power?

Accepted Answer

Be sure the plug itself is functioning correctly and you're using the power supply that came with your camera. If you have a battery camera, make sure that it's been charged fully (at least 7–8 hours).

If the problem persists, try factory resetting the camera by pressing and holding the Setup button on the back of it for 15 seconds. If the camera still doesn't turn on, contact Customer support.

Question 14

I'm changing my router. Will this affect my Secure camera?

Accepted Answer

Yes. If you change your Wi-Fi router or connect the camera to a different Wi-Fi network, your camera will appear offline. Update your Wi-Fi network in the Philips Hue app in Settings > Cameras > Advanced settings > Change Wi-Fi network.

Question 15

I changed my Wi-Fi password. How do I update the details on my Secure camera?

Accepted Answer

Update your Wi-Fi password in the Philips Hue app in Settings > Cameras > Advanced settings > Change Wi-Fi network. Enter the network again with the password .

Question 16

My Secure camera was stolen. What should I do?

Accepted Answer

Contact your local authorities and file a report about the theft.

Your Secure camera remains locked to your Philips Hue account until it's deleted from your Home. Your data is protected with end-to-end encryption, and cannot be accessed by anyone without your passphrase, meaning your camera will be of no use to a thief if it's not deleted from your app.

Question 17

What is the detection range of the Secure camera?

Accepted Answer

When installed at a height of 2 m, the camera has a field of vision of 6 m and 110 degrees. General motion can be detected from far away, while AI alerts, which tell you whether a person, animal, vehicle, or package triggered the motion, require closer proximity to the camera.

You can choose from three levels of motion detection sensitivity. The 6-meter distance is based on the medium setting, which is the default. If you change the sensitivity to high or low, it will affect the detection distance. Note that higher sensitivities will decrease battery life.

Question 18

How do I update the software on my Secure camera?

Accepted Answer

Your camera will be updated automatically if it is connected to Wi-Fi. If your camera hasn't been updated in a while, you will be prompted to update it manually. Software updates on the camera are not dependent on any software updates for the Bridge or other Philips Hue devices.

Question 19

Do Secure cameras have night vision?

Accepted Answer

Yes! Secure cameras help you keep an eye on your home — day and night — with a 1080p HD picture and automatic night vision.

Question 20

Does the Secure camera support facial recognition?

Accepted Answer

Secure cameras have built-in AI features that can detect whether the motion it captures is from a person, animal, vehicle, or package. However, they do not support facial recognition.

Question 21

Can I adjust the volume of the camera speaker?

Accepted Answer

If you are watching a video clip, you can change the volume using your mobile device's volume buttons. The volume of the camera is not adjustable.

Question 22

Can I switch my Secure camera's night vision on and off?

Accepted Answer

Yes. By default, night vision is set to automatic mode. You can disable night vision in the Philips Hue app by going to Settings > Camera > Video & audio > Night vision.

Question 23

Does the camera work on a 2.4 GHz or 5 GHz Wi-Fi?

Accepted Answer

Your Secure camera can work on both 2.4 GHz and 5 GHz networks.

Question 24

What are the minimum internet requirements for Secure cameras?

Accepted Answer

For 1080p video, an upload speed of 10–20 Mbps is required. If there isn't enough bandwidth, the video may lag. Make sure that the camera is within range of your Wi-Fi range and does not have any interference. In case your Wi-Fi speed is low, check your bandwidth speed with your internet provider.

Question 25

What is person detection?

Accepted Answer

Person detection is an advanced feature that comes with a Secure Basic or Plus plan. It uses AI to detect and differentiate between people and other forms of movement, so you can set it to send notifications only if a person is detected — while disregarding motion from pets, for example.

Question 26

What is package detection?

Accepted Answer

Package detection is an advanced feature that comes with a Secure Basic or Plus plan. It uses AI to detect a package delivery, so you can set it to send notifications only if a delivery is detected — while disregarding movements like those of pets.

Package detection is only possible after setting up the package detection through the Hue app.

Question 27

What is animal detection?

Accepted Answer

Animal detection is an advanced feature that comes with a Secure Basic or Plus plan. It uses AI to detect animals, so you can set it to ignore their movement and limit unnecessary alerts.

Question 28

Are the Secure camera's advanced alerts available when it's disarmed?

Accepted Answer

To receive advanced alerts that tell you what caused the motion — a person, animal, vehicle, or package — your system needs to be armed.

Question 29

Do I need a Bridge to update a Secure camera?

Accepted Answer

A Bridge is not needed for camera updates. Unlike other Philips Hue products, the camera updates via Wi-Fi.

Question 30

What does the button on my Secure camera do?

Accepted Answer

The button does different things when held down for different lengths of time:

2 seconds: Restarts the camera and enables Bluetooth connection

5 seconds: Restarts the camera

10 seconds: Factory resets the camera

Question 31

How do I get a free trial of Secure, and when does it start?

Accepted Answer

Every new Secure camera comes with a free, 30-day trial of the Basic plan. The trial starts as soon as the camera is set up, so you can try out all the advanced features that come with a Secure plan.

Question 32

Can I change the language or voice of the Secure camera?

Accepted Answer

At this time, the Secure camera has a default voice and language that cannot be changed.

Question 33

How long does it take to recharge the Philips Hue Secure battery camera?

Accepted Answer

It takes 7–8 hours to fully recharge a Secure battery camera.

Question 34

Can the Secure battery camera operate in all weather conditions?

Accepted Answer

The Secure battery camera is designed to operate in temperatures between -20°C and 45°C.

If the temperature is below 0°C or above 40°C, the camera may not charge properly. In extreme temperatures (below -20°C or above 45°C, for example), it may enter sleep mode to prevent damage. The camera cannot be woken from this sleep mode while it remains in these temperatures.

Question 35

Does the Secure camera battery come fully charged?

Accepted Answer

The battery of your Secure camera comes partially charged, so you can start using it right away.

Question 36

Can I replace the battery of the  Secure battery camera?

Accepted Answer

The rechargeable battery cannot be replaced. You can charge the Secure battery camera with the power cable that comes with the camera. It takes about 7–8 hours for the camera to fully charge.

Question 37

Can I use the Secure battery camera while it's connected to the charger?

Accepted Answer

Yes! The Secure battery camera will operate normally while it’s charging. Note that while the camera and power cable are weatherproof, the plug is not and should therefore only be used with indoor power outlets.

Question 38

How can I maximize the battery life of my Secure battery camera?

Accepted Answer

Though there isn't a battery-saving mode for Secure cameras, you can use these tips to help extend the time between charges:

- Change the sensitivity to Low in Settings > Cameras > Advanced > Motion sensitivity. This setting consumes less battery than High, but also decreases the range of detection of your camera.
- Reduce the video clip recording time in Settings > Cameras > Audio & video.
- Avoid placing the camera next to heating vents. Since the camera uses a PIR (passive infrared) sensor, the change in temperature may cause the camera to turn on from sleep mode unnecessarily.
- Make sure busy areas, such as main streets or frequented sidewalks, are not in the camera's live feed area.

Question 39

What does the LED indicator on the Secure contact sensor mean?

Accepted Answer

The LED around the button on the contact sensor uses different colors and patterns to inform you of various statuses:

Red/green/orange loop: Contact sensor has been reset

Steady red light: Critically low battery

Red light that stays on for 2 seconds: Can't connect to Bridge

Green light that blinks once: Contact sensor closed

Green light that blinks twice: Contact sensor opened

Green light that stays on for 2 seconds: Bridge found

Orange light that blinks once: Searching for your Bridge or the back plate removed

Orange light that stays on for 20 seconds: Updating firmware

Question 40

Can I use the Secure contact sensor for security-related purposes as well as light control?

Accepted Answer

Yes. The Secure contact sensor can be used to send security-related notifications, as well as to control your smart lights.

Question 41

How do I reset the Secure contact sensor?

Accepted Answer

To reset the Secure contact sensor:

1. Remove the back plate.
2. Press and hold the reset button on the back of the sensor for 10 seconds.
3. When the LED indicator on the contact sensor cycles through red, green, and orange, it's reset.

Question 42

How should I position my Secure contact sensor?

Accepted Answer

For the best results, place the magnet (the smaller part) on the part that moves, such as a door. Place the sensor itself on the part that doesn't move, such as a door frame. Make sure both parts of the sensor are out of reach of children.

The magnet can be placed to the left, right, or on top of the sensor, but it should always face the glossy section. Try to avoid steel surfaces and strong magnets, such as those found in speakers, as they can affect the sensor's performance. Finally, make sure there's enough space to easily replace the battery in the sensor if necessary.

Question 43

How close does the Secure contact sensor have to be to its magnet?

Accepted Answer

The maximum distance the sensor can be from the magnet is 2 cm. Keep in mind that materials such as wood can be impacted by temperature and humidity, so the gap between the sensor and, for example, a door frame can change.

Question 44

Do the Secure contact sensor and its magnet have to be placed at the same height?

Accepted Answer

Ideally, the sensor and its magnet are aligned, with the magnet next to the glossy part of the sensor. However, if necessary, the magnet can be placed up to 2.5 cm higher than the sensor. Always make sure you test the configuration you'd like to use before you attach the adhesive.

Question 45

What type of battery does the Secure contact sensor use, and how long will it last?

Accepted Answer

A CR2 battery is included with your Secure contact sensor. It should last at least two years.

Question 46

What does the button on the Secure contact sensor do?

Accepted Answer

The button on the front of the device is for installation. A long press prepares it to pair with your Bridge. Once on, add the sensor by opening the Philips Hue app and tapping Settings > Accessories > Add accessory.

Question 47

Can the Secure contact sensor be used without a Bridge?

Accepted Answer

A Bridge is required for the Secure contact sensor.

Question 48

Can I turn off or adjust the brightness of the LED indicator on the Secure contact sensor?

Accepted Answer

The LED indicator cannot be adjusted or turned off.

Question 49

Is the Secure contact sensor supported by smart home assistants?

Accepted Answer

The Secure contact sensor can be used by smart home assistants such as Amazon Alexa, Google, and Siri.

Question 50

The LED indicator on my Secure contact sensor is red, but the battery is full. What's wrong?

Accepted Answer

The Secure contact sensor may have lost connection to the Bridge. Try moving the Secure contact sensor closer to the Bridge.

Every Philips Hue device is part of a mesh network that increases your range of connectivity, so the loss of connection may be because a Philips Hue device has been turned off and the mesh network was interrupted. In this case, power on the device that was turned off to restore the mesh network.

Question 51

Why did my Secure contact sensor send a notification with a potential tamper warning?

Accepted Answer

If you see this warning, your contact sensor was removed from its back plate. It could mean that someone has tampered with or removed your contact sensor.

Question 52

My Secure contact sensor stopped detecting if it's been opened or closed. What do I do?

Accepted Answer

First, check that the LED indicator on your contact sensor is still functioning. It should blink green once when closed, and blink green twice when opened.

If there are no flashing lights, make sure the distance between the magnet and the sensor is within 2 cm. If not, adjust the spacing.

If the magnet is within 2 cm, the battery may be empty and need to be replaced. Still having issues? Contact Support.

Question 53

What kind of surfaces can I use the adhesive tape of the Secure contact sensor on?

Accepted Answer

The adhesive tape works on most flat surfaces. Make sure you clean and degrease the surface before applying the tape.

Question 54

How should I mount my Secure contact sensor?

Accepted Answer

We recommend placing the magnet — the smaller piece of the sensor — on the part of the door or window that moves, so the door or window itself. Place the sensor itself on the door or window frame. You can place the magnet to the left or right of, or above, the upper, glossy part of the sensor. Avoid placing the sensor on steel surfaces or on objects with strong magnetic fields, such as speakers. Be sure there's enough space around the sensor to remove it if you need to replace the battery.

Question 55

How close does the Secure contact sensor have to be to its magnet?

Accepted Answer

The maximum distance that the sensor can be from the magnet is 2 cm. Remember that materials like wood can be impacted by temperature and humidity, so the gap between an object, such as a door, and its frame can change slightly because of this.

Question 56

Why doesn't the Secure contact sensor detect activity if I open and close it quickly?

Accepted Answer

The contact sensor is designed with battery-saving logic. So if it is opened and closed in quick succession, such as because of a gust of wind, the contact sensor will wait for the situation to stabilize before sending an alert.

Question 57

What do I need to set up a Secure camera?

Accepted Answer

To set up a Secure camera, you'll need Wi-Fi, the Wi-Fi password, a Philips Hue account, a Bluetooth-capable mobile device with the Philips Hue app, and the camera's onboarding QR code.

You can read a step-by-step guide.

Question 58

How do I test my Philips Hue Secure system?

Accepted Answer

Set your system to Armed: Away and purposely trigger a contact sensor, motion sensor, or camera. Simply walk around your house and open doors or windows that your contact sensor is on, or walk past a motion sensor or camera. If you receive a notification (provided you have enabled them), your system is working.

Question 59

How do I set up the Secure camera?

Accepted Answer

To connect your Secure camera, open the Philips Hue app. Go to Settings > Cameras > Add a new camera. This will guide you through setup.

You can read a step-by-step guide.

Question 60

Can I mount my Secure camera to the ceiling?

Accepted Answer

Yes! You can mount the camera’s base plate onto a wall or ceiling and attach the camera magnetically to the plate.

Question 61

Where should I mount a Secure camera?

Accepted Answer

The camera is weather-resistant, so you can use it anywhere inside or outside your home. We recommend placing it near entry points such as the front door, back door, ground-floor windows, driveways, and garages.

For the best results, mount the camera at a height of around 1.5–2 meters. Note that the camera has a motion detection distance of 6–10 meters, depending on the sensitivity setting you choose.

Question 62

What Low-volt power supply should I use with my Secure camera?

Accepted Answer

If you're in North America, use the 30 W power supply unit. If you're in Europe, use the 100 W power supply unit.

Question 63

Can I adjust the angle of the Secure camera?

Accepted Answer

Yes! The camera can be mounted at a 60-degree angle in any direction. The camera can’t be parallel to the wall (in other words, it cannot point straight down or up). The mount is magnetic, so you’ll install that first, and then fit the camera onto it.

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