972-621-8700 817-552-8700 866-734-6274 remote support session

Frequently Asked Questions - MetroSMARTAlert

FAQs - MetroSMARTAlert
My phone is not viewing the service
MSA requires Smart phones 2015 or newer and 80% or better battery charge with version v1.2.6 or newer. Your SMART phone plan must allow steaming without being throttled.
My service is very slow and signal is weak?
Check your WIFI speed; this service requires 50MB; Less WIFI speed will hinder the clarity, response time, and sound signal
My service is down
MetroSMARTAlert system is down for updates / maintenance. Normally this takes place between 2:00 am and 3:00 am central standard time, usually downtime is for 5-10 minutes.
Will I get charged for incoming text message from the system?
YES, standard text message rates apply!
The two way voice is weak, I can’t hear them and they can’t hear me
Normally this requires 50 -100MB speed with the Wifi, check your Wifi signal.
How do I request customer service and support?
Call Metro at 972-621-8700 or 866-734-6274- press #2 or log on to www.metrocommunication.pro click on info@metrocommunication.com
What should I expect from Metro’s Technician regarding Resident Training and Explanation on how the system works upon completion of the install?
  • All installs will be performed on a specific day for the Community – Resident must be home!
  • Metro Tech will install / activate the system and upon completion of install by Metro Tech
  • Location of Camera – where does Resident want?
  • Location of Motion Detector.
  • 2 contacts – where
  • Metro Tech will request Residents mobile phone
  • Metro Tech will activate METROSMARTALERT APP on Residents phone
  • Metro Tech will walk the resident through how the system works
  • Arm the system
  • Open front door
  • Show Resident how to view activity
  • Arm the system
  • Trip motion detector
  • Show Resident how to view activity
  • If Resident has strong bandwidth – test two way voice control
  • Metro Tech will finish with: How the Resident request service response
  • Tech to provide wallet cards with phone numbers for Customer Service
  • Tech will show how to request service via metroweb
Is it weather proof, can it be used outside
No, this is an indoor camera only.
Can you opt out of cloud storage?
No Cloud Storage yet. Recordings on Micro SD card or on the Smart Phone. Some people do not want any recording. Turn off the recording option. To view recordings use the METROSMARTALERT App and the recording menu button
Can you save clips locally?
Yes, press the record icon the viewing display and it will record to your Smart Phone. You can then view and download them.
Can you shut off for privacy?
Yes, you can shut it off in the app, it is almost a must otherwise it will just record everything constantly if there is motion.
Does the camera rotate so you can look around the room?
YES, It rotates 360
Sound or sound alerts
There is sound, 2 way talking, and it does do sound alerts.
Can the camera be viewed with IPad or I phones?
Yes! I view it with my iphone, it's awesome and easy and pretty clear even with my bogged down poor Wi-Fi connection.
Does live view 24/7 require a plan/fee?
Yes, that is the basic plan.
How long is the power cord?
5 feet.
Can you put it in a window sill to see outside? Will motion detection still work?
Yes, will pick up motion thru the window.
Can you monitor through a window?
In the daytime yes (and it detects movement too), but at night the IR light will just reflect on the glass giving you a lot of glare.
Can I turn the system off while I’m at home?
Yes, you can turn it off in the settings in the app
Can you turn the audio off? For a parking lot cam through a window, I just want it to pick up video, not audio
Yes, there is an option to turn the sound off in the app.
Can I download the video to my computer?
The video that is captured on the smart phone can be shared. The video that is on the Micro SD card can be removed and used in the computer. I'm able to download it using my windows pc and mac.
Can you see it from a computer?
While you can download the App on newer computers with the app feature to a PC.
Can I have one account for 2 cameras in different locations (home & CABIN?)
Yes. The cameras can be anywhere and on the same account. Additional cost per month but able to used same APP.
What countries does it work in?
If the camera is set up in the US, I have been able to view it in real time outside the US but I have not been able to delete any videos. That app function does not work.
New  Cancel
120 degrees diagonal
Is there a receptacle for a micro SD card? I have no intention of paying for cloud storage with this or any other camera.
Yes, on the back of the camera is a Micro SD Card slot for local recording.
By “wired” does this mean I connect it directly into my router?
Yes, initial set up. After initial set up it came be moved to the Wi-Fi network and then moved anywhere you have a 120 outlet. Wired just means it is not battery operated, it is AC powered.
What kind of power does this camera use, I hope it is not a battery
120vac transformer. No batteries required for the camera/hub. Yes, when power goes out the system will go down!
s there a service fee and do I need Alexa
Some Communities offer as a FREE amenity. If not there is a $9.95 per month service fee for the basic service....and Alexa is not needed
How much data will the camera use? I have monthly data cap on my home internet and would like to make Sure I don’t go over.
Data is used when only view the camera live. With the new compression ration the camera/hub uses very little data. You can select the Low Definition, Standard Definition or High Definition for data streaming and data usage. Also it totally depends on how much motion is detected by the camera. If there is no motion, nothing is being recorded to your smartphone so except for live viewing, there's no data used.
Is the camera for indoor use only?
The camera/hub is designed for indoor use.
By “SMART “could that mean, no alert if my phone is in my pocket and I walk past the camera? I don’t want alerts every time I walk by.
You can set that feature up in the APP. You can arm and disarm the camera.
Can you program the camera to turn off overnight or when you are home alone, to stop it from alerting me about me?
Alerts can be setup in different ways. If the system is not armed it will not send notification messages. Even if the service is set up to record all the time.
Can I have multiple cameras on differ WIFI Networks?
Yes up to 3 with a paid subscription.
How many cell phone numbers can I enter to be alerted?
The app sends a pop up alert to the phone that it's installed on. You could install the app on multiple phones and log in to the same account.
I have long room, how far will this camera pick up motion
Any pixel change will be considered monition (person up to 20' away)
How complicated is the initial set-up? For example, do i need to plug the camera into the router initially, enter ip address, etc.?
Setup in Bluetooth, so it’s easy.
Can the camera record audio along with the video clip?
Yes. It automatically records audio and video.
Would this work as a baby monitor? I’m just looking for something simple to view live video feed. Don’t need recording option.
Yes. Picture and audio are great. You can turn off alerts. It will still record & save motion clips though.
Does the camera require internet service if you use the app on your smart phone
Yes you must have internet service in order to utilize live features for the cam and to be connected to it.
Can I set up on 2 phones?
Yes.
Can it be wall mounted? Is there an outdoor version planned?
Comes with camera mount. We are working on an outdoor version, release date scheduled for 10-1-2018.
Can this be used outdoors under a patio cover?
Yes, we have customers that have put it under a patio or overhang and it still works. My short light span of camera. No, it is indoor only
If the camera is connected to WiFi, can I view video on my international phone while I’m traveling? Does mobile and camera need to be on the same WIFI, location?
No, they do not have to be on the same WiFi network. As long as you have an internet connection you can view your cams on your mobile phone from anywhere
Can you rotate the video output? If I mount under a kitchen cabinet will my video be upside down?
Yes, the camera has the option to be mounted upside down or setting on a table.
Is there a delay from the camera to the viewing app or is it viewed live in real time?
Real time, can have delays because of internet speed or traffic.
If I purchase 3 for different location in the same house, are they able to be linked together or do they stand alone.
They are standalone, but can be used in the same app but viewed separately.
In order to power it up, would I need an AC adapter for the USB hub connection?
Comes with transformer for 120vac outlet.
Do you have to pay for the cloud storage or is it included?
No cloud storage available at this time.
Is there a record button where you can manually record?
Yes, on the viewing screen lower right hand corner video recorder icon.
Can this be installed in a cabin in the wild where there is WI-FI and can I view if there is any activity from my home in the City?
Absolutely! The camera/bub can be connected to cell phone carrier network Wi-Fi device or cell phone hot spot for as low as $20.00 per mouth, anywhere you go, you have the opportunity to look at your app to see what’s going on in your cabin. The secret is that you have Wi-Fi that is connected to your app so that you can be anywhere at any time and still see where the camera is pointed , as well as hear any noise that might be going on inside the cabin. May shorten the life span of the camera/hub if exposed to outdoor elements
What extra features and SMART options does the subscription buy?
The camera/hub has the capabilities of adding motion sensor and door/window sensors to the service.
Does this camera track movements in a room automatically like Nest IQ?
The camera picks up movement but does not follow the movement.
What networks will allow video streaming?
The MetroSmartAlert camera/hub will stream on all cell phone network carriers. Some carriers will throttle your speed and will not be able to stream video. Some carrier slow speed down when getting to the end of your data plan capacity and will not be able stream. Streaming on the lower end cell phone network carrier can cause video streaming outage.
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972-621-8700

817-552-8700

866-734-6274

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817-552-8704

866-707-6274

Email: info@metrocommunication.com