frequently asked questions
Here we have a list of our most frequently asked support questions. To see the answer just click the question. When you first access the video you may be unsure of what option to choose, or have a technical issue. The answers to these commonly asked questions may resolve your issue. If you cannot find an answer to your problem, please call us toll free at 1.888.543.7876 or email us at support@kidsvision.com. You may also submit a support request online.
Check with your childcare provider. Each school is given their own website, and you should visit their website for specific instructions on where to login.
When you log in to see your child on our daycare cameras, you will notice there are a few options: Active X, Java, JavaScript. (Note: JavaScript is automatically selected for mobile platforms.)
Active X is our fastest video stream. Active X video requires Internet Explorer on a PC based system. It requires that you install the Active X control. However, it's one simple click and you are done!
Java Versions 5 or 6 are options for other browsers such as Google Chrome, Safari, or Mozilla Firefox. Its also for those working parents who's networks have a security firewall that blocks the Active X control port. Its not real time motion the way that Active X is but it's just as high quality and updates very quickly.
JavaScript was intially enabled for our mobile viewers but is available through your web browser as well. No special software is required for the JavaScript option, though you must have JavaScript enabled in your web browser settings. JavaScript is normally enabled by default on most browsers.
Your childcare center can provide you with a form to submit usernames and passwords. Most have the form available on their website in the KidsVision cameras section. You should also contact your center to ask them if they can reset your username and password. You may need to make the request in person when dropping off/picking up your child.
This error means that Active X is not installed yet or you are viewing it in a browser that is not Internet Explorer. If you are using Internet Explorer then you should get a prompt either at the top or bottom of your browser asking you to install the Active X control add-on. Click it to install, then click 'Install ActiveX Control'. If a security warning pops up click 'Install'. You will need to click through a few more errors then the page will refresh, at that point you should be able to access the video. If you have recently upgraded to Windows 8 or Internet Explorer 10, you may need to view the page in compatibility mode.
If you still are unable to access the video or if you were not prompted to download the ActiveX Control, please call us at 1-888-Kids-Vsn (1-888-543-7876).
This issue is normally caused by a network firewall block or a service outage at the childcare center. Please call us for help at 1-888-Kids-Vsn (1-888-543-7876). We can verify if the service is online, and give you assistance with network firewall issues as well.
If you are getting a 'Camera Disabled' message or the video is simply not loading on your phone, please give us a call at 1-888-Kids-Vsn (1-888-543-7876)
In order to provide a view of the entire room for every parent, teacher, and administrator we can not add a zoom option. However, if you are accessing the video via the ActiveX pages there is a resize option to make the image larger. This option is not available with the Java or JavaScript options.
To troubleshoot problems with Internet Explorer 10, please follow these steps. If you need assistance, please call KidsVision at 1-888-Kids-Vsn (1-888-543-7876)
Step 1: Internet Options
Open the tools option at the top of the browser. If you do not see this option, press the Alt key on your keyboard. This should bring the option up. You might also look to the upper right hand corner where you should see a house, a star, and a gear. Clicking the gear will open the tools menu.
In the tools menu you will then open the Internet Options. In this box you will open the Security tab. Select trusted sites, then click the Sites button. Add "https://www.kidsvision.net" to your trusted sites (do not include quotes), the click OK. Beneath the Zones are is the Security Levels slider, and beneath that a checkbox that reads, "Enable Protected Mode". UNCHECK this box and set the security slider to Low for Trusted Sites. Click "Apply" then "OK".
Step 2: Restart
Close Internet Explorer and reopen it.
Step 3: Compatibilty View
Go back to the site and log in to the video pages. Once you have logged back in you will need to put the site in compatibility mode. To do this you will look at the top of your browser at the right end of the address bar. You will see a button that looks like a broken piece of paper. Click this.
