[Trouble Shooting] DNAKE Smart Pro APP Video Issues (Blurriness/Snowy Lines) - 4WireHybrid

Created by Global Support, Modified on Wed, 22 Apr at 2:51 PM by Global Support

1. Verify Local Network (LAN) Communication

Confirm whether the Indoor Monitor and Door Station can communicate normally within the LAN:

Check if real-time video streams are clear (no blurriness or snowy lines)
Test basic functions such as calling from Door Station to Indoor Monitor

Normal LAN Communication:
The issue is likely related to the APP network connection (not the 4-wire hybrid system). Proceed to Step 3.

Abnormal LAN Communication:
Possible electrical interference affecting internal communication.
Check for nearby devices such as electric welding equipment or motors and relocate if necessary.

2. Collect Key Information from the Customer

Please collect the following details:

Mobile phone model (e.g., Samsung Galaxy S23 FE)
APP version (e.g., v2.0.1)
4-wire hybrid firmware version
APP and device logs:
- Indoor Monitor: Web → System → Debug (export logs & packet capture)
- APP: About → Enable Log

3. Analyze Network Packets (Packet Loss)

Use tools such as Wireshark to analyze network packets, focusing on packet loss during video transmission.

Condition	Conclusion
High Packet Loss	Poor network conditions → Proceed to Step 4
Low Packet Loss	Network is normal → Proceed to Step 5

4. Network Optimization Recommendations

Connect to a stable Wi-Fi network with strong signal (avoid public Wi-Fi or weak extenders)
Reduce bandwidth usage (close streaming or large downloads)
If using 4G/5G:
- Move to a location with better signal
- Or switch to another carrier
Restart the router to refresh the connection

5. Verify Mobile Phone and APP Compatibility

Test the APP on a different mobile phone model
Check and update to the latest APP version

Compatibility Issue Confirmed:
Report to DNAKE team for resolution in a future APP update.

Issue Persists After Verification:
Escalate to DNAKE technical support with:

Mobile models
APP versions
Firmware versions
Logs and packet capture files