Support

One or more cameras are not visible. What could be going on?

Perhaps there is no power on the camera, switch or recorder. Check to see if that is the case. Also check that the app/application has the latest version.
Our support department will check that the cameras and recorder have the latest firmware version.

We don’t have internet/WIFI throughout the park? What should we do?

1. Check the outage page of your provider (KPN, Ziggo, Vodafone, Caiway, Matrix, etc.) to see if there is a known outage. If so, the provider is working on it and waiting for it to be resolved.
2. Check that there is power on the modem, switch, firewall, etc.
3. Check for flashing lights on any of these devices

Turns out it’s neither of the above two things. If so, contact Bluetrace.

The Internet is slow. Why is that and what can we do?

Check the provider’s website (KPN, Ziggo, Vodafone, Caiway, Matrix, etc.) to see if there is an outage or work in your area. This fault checker usually does show if there is something and how long it should take.

Are you experiencing the slowness on one device and not others? Then the problem lies with the device itself and not the WiFi. In that case:

1. Install all the latest updates on the device (tablet, smartphone, etc.)
2. Update the WiFi adapter to the latest version. (This applies to laptops, computers)
3. Try rebooting the modem this usually solves the problem (note: a power reboot, NEVER a reset of the modem). Disconnect the modem from power, wait 30 seconds to a minute, reconnect the modem and test the Internet again.

I want to open some ports on the switch or I want to do portwarding. Where should I report this?

Please email these types of requests to support@btc.blueyse.nl.

Describe in as much detail as possible which port is involved and the reason why it needs to be opened. Also email other technical changes to support@btc.blueyse.nl and clearly state which ports are involved and the reason for them.

And note that there is usually a cost involved in this.

I would like to order stuff? Where do I do that?

Please email support@btc.blueyse.nl. You will then be contacted about options and costs.

A student or teacher cannot print. What to do.

1. First, make sure you are connected to the correct WiFi SSID. You can usually print only from the school network not from a student network.
2. Is this a new teacher? Then an email should be sent to support@btc.blueyse.nl asking if a print account can be created.
3. Have you selected the right printer? Always check the printer to which you are sending the order.

There is a WiFi access point offline. Can I do anything to check it myself?

You can check if the accespoint is on, if you can see it. You can usually tell when a green light is on. If any lights are flashing then you can take the UTP cable out and then wait half an hour to see if it works again.
If it is not successful: please contact Bluetrace.

Are my WiFi access points still up to date?

To inquire about the lifespan of all hardware, please email support@btc.blueyse.nl. Things are moving fast with WiFi developments and we are already at WiFi-6, chances are you don’t have it (yet), but of course we can provide it.

Why don’t I have WiFi coverage in some parts of the park/in some parts of my property. Why is that?

1. The network may be overloaded. There are too many users at the same time and the subscription you have now cannot cover this so some points give poor coverage.
2. There may be an access point offline at this particular location. You can check if the accespoint is on, if you can see it. It can usually be seen when a green light is on. If any lights are flashing then you can take the UTP cable out and then wait half an hour to see if it works again. If it is not successful: please contact Bluetrace.
3. Check that all hardware in the patch cabinet/server room is turned on

My chromebook, PC or laptop cannot log itself in. What to do.

Restart the device (completely without power) and see if it works then.

My park runs on a COAX network. Can I start partially glazing it already?

Yes you can, a hybrid (COAX and glass) infrastructure is always needed, but you can choose ok to move to total vitrification.

My park runs on a COAX network. Can I start partially glazing it already?

Yes you can, a hybrid (COAX and glass) infrastructure is always needed, but you can choose ok to move to total vitrification.

Why can’t we connect to the WiFi?

1. If this is a new device then you will need to add the WiFi for the first time. Also on some old devices, WiFi settings are not saved properly and you will have to add the device again.
2. Check that you can connect to the Internet wired (that is, via a UPT cable directly into the Internet modem). Will this work? Then check if you can connect to another WiFi network wirelessly.
3. Try connecting another device to the WiFi.
4. The problem may also be in the device’s WiFi adapter. Try updating this section.
5. If it is a smartphone then a software update may fix the problem.

See also: https://bluetracecaribbean.com/support/glasvezel/

If you have checked and tried all of the above and it has not helped, please contact support@btc.blueyse.nl

I have problems with my modem, who should I contact?

See: https://bluetracecaribbean.com/support/glasvezel/

My internet is slow. Why is that?

This may have several causes:

1. Too many devices are connected to the WiFi.
2. The Internet subscription is slow compared to your usage. (Ergo: the number of devices connected versus the services you use at the same time)
3. Devices that are not updated and operate slowly. At all times, update the device where you are experiencing these problems first, this often resolves it.

See also: https://bluetracecaribbean.com/support/glasvezel/

I want a higher Internet speed. What to do.

Send a request to support@btc.blueyse.nl. Keep in mind that there may be fees associated with this.

I want to be able to rewind and watch back and record, but I can’t now. What to do.

Send an email to support@btc.blueyse.nl.

It says the Internet connection is unsafe. Is that so?

In many cases it is and I would keep the warning. Are you sure this is a safe link/website? Then you could try another web browser if it also indicates this then we do not recommend visiting link/website. Note that this has nothing to do with the security of the network you are on.

Do you also sell security cameras?

Yes indeed, we sell these in all shapes and sizes. With/without sound and light. Always with an app for the smartphone or tablet and review capabilities (recordings made).

Can I reset my WiFi modem’s password?

Yes, if you have the request for this we can email the manual to you.

A fiber optic cable was hit in my yard. What to do.

Send a photo with the cable that was hit and a brief explanation to support@btc.blueyse.nl.

My modem no longer comes online. What to do.

First, disconnect the modem from power, wait about 30 seconds to a minute, and plug it in again. Wait until modem power light comes back on and check if the modem comes back online.

See also: https://bluetracecaribbean.com/support/glasvezel/

Can I also request other TV channels on my IP TV subscription?

Yes see: https://bluetracecaribbean.com/glasvezel/ and go to IP-TV.

My TV interferes. What can I do?

1. Check that all cables are properly connected.
2. Through the television’s settings, you can “re-scan” the channels.
3. Check that the WiFi is still working properly and that you can connect to it.

Are you still experiencing the problem?

Send an email to support@btc.blueyse.nl clearly describing the problem, the channels involved and the steps you have already taken.