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Authored by: Support.com Tech Pro Team
Don't forget to mark steps complete as you go through GPs.
Don't forget to ask the guest how they heard about us and document it in the Session Properties.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Is this an initial setup or helping the guest with a setup that they already started?
Does the guest know their Wireless Network name (SSID) and Key?
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Have the guest plug in the AC power adapter to power on the device. In about 5 seconds the LED on the front should blink green indicating that it is ready for setup.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Have the guest install the "Guardzilla" app from the App Store or Google Play and launch it.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
If the guest already has a Guardzilla account have them sign in. If they do not have an Guardzilla account have them tap "New User Setup" to regester and sign in from the app.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Once signed in, the app will ask them to select Indoor Camera or Outdoor Camera. Have the guest select "Indoor Camera".
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Now we will need to temporarily connect to the camera's wireless SSID.
Have the guest exit the app and connect to the camera's Wi-Fi network. The camera's SSID will start with "Guardzilla" and it will not ask for a password.
Please use the decision point to see more options.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Once connected to the camera's SSID, go back to the Guardzilla app and tap the next arrow on the lower right corner.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Now the guest will be prompted to give their camera a name. Have them enter a name and tap the next arrow in the lower right corner.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Now that the app is communicating with the camera it will ask you to select the guest's normal SSID and enter the password.
Have the guest tap Cancel on the "Use Last Network?" prompt, then select their wireless network name in the list, then enter the password when prompted and then tap next followed by Confirm.
At this point the guest should see a screen that says "Configuring WiFi..." with a status bar. This can take a couple of minutes.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Now we need to set a password to secure the system. From the App's home screen have the guest tap Settings -> Other Settings -> Change Camera Password and then create a password.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Now that the camera is setup, all the guest needs to do is mount it in the location where they plan to use it.
Don't forget to mark steps complete as you go through GPs.
Take this opportunity to inform the guest that Target has a large inventory of IoT devices and can be a one-stop shop for the modern connected home!
Don't forget to mark steps complete as you go through GPs.
Disposition the Session
1. Ask the guest if they would like to participate in a survey for the service they received.
If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.
2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.
3. Click Done in the left pane
4. Click Close at the top of this session window.
A. Resolved: All calls where a service or path to a resolution was provided.
B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Let's see if the network is functioning properly. Check and see if the guest's smart phone or tablet is connected to the wireless network and is able to connect to the internet.
Be sure to check that it's actually connected through the Wi-Fi and not falling back on 4G / LTE
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Is the app or web service giving an error message?
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Search the error code on the Guardzilla Support Site and attempt any documented troubleshooting steps.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Please refer the guest to Sengled for further support at 1-855-268-7733, their hours are listed below.
Sengled Support Hours:
Mon - Fri 7:00 AM - 8:00 PM PST
Sat - Sun 8:00 AM - 7:00 PM PST
Don't forget to mark steps complete as you go through GPs.
If multiple devices are unable to connect to the wireless network, there is a network issue.
Please refer the guest to their ISP or Router OEM for network assistance.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
Walk the guest through the following steps:
Drop Down Menu
1. Have the guest swipe down if it's a phone and up if it's a tablet (near the time, to access the menu).
2. Locate the Wi-Fi Icon.
3. Press and hold the Wi-Fi icon until the network list is displayed.
4. Within that menu you will see the available networks.
5. Tap on the network you wish to join, enter the network password and tap Connect.
Android Settings Menu
1. Locate the Apps Menu.
2. Tap on the Settings cog wheel.
3. Tap Wi-Fi from the settings menu.
4. Within that menu you will see the available networks.
5. Tap on the network you wish to join, enter the network password and tap Connect.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
1. Open Settings
2. Open Wifi
3. Locate and tap the guest's SSID
4. Enter WEP/WPA/WPA2 Password
5. Tap Join
6. Wait for connection (indicated by check mark)
Don't forget to mark steps complete as you go through GPs.
Inform the guest that without the router SSID and password, a wireless connection is impossible and refer them to their ISP or Router OEM accordingly.
Don't forget to mark steps complete as you go through GPs.
Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.
In an effort to avoid walking the guest through repeated steps, ask them what they have done so far and where things went wrong.
Don't forget to mark steps complete as you go through GPs.
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