HALO TROUBLESHOOTING

Please check here if you have any issues with your wolfcom HALO BODY CAM

 

If you cannot find the fix or are having trouble after trying our troubleshooting guide, please contact us.

HALO TROUBLESHOOTING

Performing Two Types of Device Reset


To perform a double reset
On many occasions, reseting the device can repair simple issues such as your device freezing or not connecting to your software/pc. These options do not remove or delete any files that are stored within the camera.
Physical Reset - Press the button on the back of the device once with a pen or paperclip. Halo Setup Software Reset - If the camera can connect to the Halo Manager, please do a RESET ALL from there. If the issue continues, please refer to other troublshooting ideas.




When I power on the unit, the camera begins recording right away.


Possible Cause 1
You are using "Record After Startup" feature, which tells the camera to Record when powered on. This can be disabled with the Halo Setup Manager software.

Possible Cause 2
You are using the "Pre-Record" feature, which tells the camera start Pre-Recording/saving up to a minute after powered on. This can be disabled with the Halo Setup Manager software.




When I plug the unit into a wall outlet to charge, the unit begins recording Video.


Possible Cause 1
You are using the "Record After Startup" feature, which tells the camera to record when powered on. Disable this feature with the Halo Setup Manager software, or connect the unit to a PC in order to charge without starting recording.

Possible Cause 2
You are using the "Pre-Record" feature, which tells the camera start Pre-Recording/saving up to a minute after powered on. Disable this feature with the Halo Setup Manager software, or connect the unit to a PC in order to charge without starting recording.




When I power on my unit, the red recording indicator light is blinking.


Possible Cause 1
You are using the "Pre-Record" feature. The blinking red indicator means the camera is currently Pre-Recording - continuously saving up to 1 minute of video. Tapping the record button once will capture this Pre-Recorded video, and then continue actively recording.




There is no sound when I power on the unit.


Possible Cause 1
The speaker volume is set to OFF. Only vibration notifications will occur. You can raise the volume using the Halo Setup Manager software.

Possible Cause 2
You are using the "Stealth Mode" feature which turns off all lights and audio notifications. This can be disabled with the Halo Setup Manager software, or by holding the function button for 2 seconds.




Unit does not charge when using the wall charger or plugging into the PC.


Possible Cause 1
The USB cable may be damaged Please replace the USB Cable making sure the replacement cable has the exact same pin configuration and size.

Possible Cause 2
The contact pins or USB port on the unit may be damaged. Please contact your local dealer or rep.
Possible Cause 3
The charging adapter or USB port on the PC may be damaged. Please try another USB port or another PC, or try replacing the adapter.

Possible Cause 4
Unit is frozen. This may have happen by pushing multiple buttons at the same time. The unit is designed to lock up if buttons are pressed at the same time. Please use a small pointed object like a paperclip or a pen and press the reset button located on the back of the unit.




When I power on the unit, it vibrates but no lights turn on.


Possible Cause 1
You are using the "Stealth Mode" feature which turns off all lights and audio notifications. This can be disabled with the Halo Setup Manager software, or by holding the function button for 2 seconds.




In stand-by, the unit powers off after 1-5 minutes for no reason.


Possible Cause 1
You have enabled "Auto Power Off" feature, which turns off the camera when not in use for a certain amount of time.

Possible Cause 2
Battery is too low. Please charge the unit for at least 2 hours.




The unit will suddenly begin recording video for no reason even while in stand-by.


Possible Cause 1
The "Motion Detection" feature has been enabled which starts recording when the camera detects movement. This can be disabled with the Halo Setup Manager software.




The GPS indicator (orange) keeps blinking.


Possible Cause 1
The unit is searching for a GPS signal. It is harder to locate a signal while indoors. Try stepping outside or moving close to a window to locate a GPS signal. This indicator will turn solid when signal is found.




The unit suddenly plays an warning audio chip for 3 seconds while in stand-by, or while recording.


Possible Cause 1
The unit's battery is low and will soon automatically power off. Please charge your unit.
Possible Cause 2 The unit's memory is full and cannot store and more videos or photos. Please clear files from memory to make room for more recordings.




Inside the camera storage, there is a folder called RO with files inside.


Possible Cause 1
The RO folder temporarily holds the Pre-Record portion of the videos. If you see this folder, it means that you have connected your camera to the computer while it was Pre-Recording. This causes the videos to become trapped in the folder, unable to be attached to their active-recorded videos because the process was interrupted when the unit was plugged in.




The unit vibrates occasionally during recording.


Possible Cause 1
You have enabled the "Record Notification" feature, which tells the unit to vibrate intermittently.
Possible Cause 2
Battery may be low. Please charge the unit for at least 2 hours.




WiFi light stuck on: white light dims when you turn WiFi off, but wont turn off entirely.


When you long press the "photo" button on the side of the camera this should remove wifi indicator (white led). If not, please try both resets as well. Please perform a double reset If you can do a reset from the back button - press this once. If the camera also can connect to the Halo Manager, please do a RESET ALL from there. These two resets can, on many occasions, reboot and fix most issues. If the issue persists, please contact us.




SOFTWARE, CONNECTIVITY and PLAYBACK (see below)





When I plug the unit into the PC nothing happens.


Possible Cause 1
The USB cable may be damaged Please replace the USB Cable making sure the replacement cable has the exact same pin configuration and size.
Possible Cause 2
The contact pins or USB port on the unit may be damaged. Please contact your local dealer or rep. Possible Cause 3
The USB port on the PC may be damaged. Please try another USB port or try it on another computer. Possible Cause 4
Unit is frozen. This may have happen by pushing multiple buttons at the same time. The unit is designed to lock up if buttons are pressed at the same time. Please use a small pointed object like a paperclip or a pen and press the reset button located on the back of the unit.




The Halo Setup Manager is asking for a password, but I did not set one.


Possible Cause 1
All Halo cameras come with a default password. Please refer to the Halo User Manual, or contact your local dealer or rep.




I forgot my custom password I set for Halo Setup Manager.


Possible Cause 1
Please contact your local dealer or rep.




When I connect my unit to a PC, the unit is not recognized by my PC.


Possible Cause 1
Software is not installed or running. Please install the Halo Setup Manager software. Make sure this is running first before connecting a camera. Contact your local dealer or rep for the software.
Possible Cause 2
Please check your connections via USB cable or dock. Possible Cause 3
The contact pins or USB port on the unit may be damaged. Please contact your local dealer or rep. Possible Cause 4
The charging adapter or USB port on the PC may be damaged. Please try another USB port or another PC, or try replacing the adapter.




When playing back a video file on my PC, there is video but no sound.


Possible Cause 1
There may be something blocking the microphone on the unit. The microphone is located on the front of the unit.
Possible Cause 2
Your computer's audio playback may be muted.




When playing back a video file on my PC, the picture appears in black and white.


Possible Cause 1
The unit is recording while using the "Auto IR" feature (night vision). This can be disabled with the Halo Setup Manager software.




I have downloaded the Wolfcom Halo App from App Store / Google. I cannot get it to work.


The Halo App is for use with WEMS Enterprise only, and requires a licence key to activate. In brief, there are two (2) software packages to download for non WEMS Enterprise users: 1. The Halo Camera Manager (Setup Software) which allows you to adjust the cams settings, and also allows you to drop and drag the files over to your preferred storage on your pc. 2. (if required) The WEMS Lite (single-camera version) is a free Evidence Management Software that you can use for one camera (per sign-up). This enables an auto-extraction of the footage once one (registered) camera is inserted into the dock, as well as categorising files, easy search feature for files, etc. Please note that with WEMS Lite (Single User), one camera only can be associated with one registration email address, so for more than one camera, you will need to register two (+) email addresses when signing up. OR There is now a New BodyCam Sync™ Software or the WEMS Lite Pro (multi-cam) option, of which both have differing benefits, for up to 12 and 10 cams (respectively). They are compatible with both Wolfcom Vision and Wolfcom Halo Cameras and will download footage from all cameras simultaneously, under their respective licences. (More on these software options is shown here. Also the Full WEMS Enterprise Solution is recommended for medium to larger sized Councils and Organisations and has a huge list of great features – We'd be happy to show you an online demonstration on any of these software options if required).




Unit does not power on. The  unit is frozen or turned off and will not power on.


Possible Cause 1
Battery is dead. Please charge the unit for at least 2 hours. The USB cable and/or charging adapter may be defective and is not charging the unit. Please check the charging adapter and the USB cable to make sure they are working correctly.

Possible Cause 2
Unit is frozen. This may have happen by pushing multiple buttons at the same time. The unit is designed to lock up if buttons are pressed at the same time. Please use a small pointed object like a paperclip or a pen and press the reset button located on the back of the unit.




Halo only turns on when plugged in; battery indicates full.


Please perform a double reset
If you can do a reset from the back button - press this once. If the camera also can connect to the Halo Manager, please do a RESET ALL from there. These two resets can, on many occasions, reboot and fix most issues. If the issue persists, please contact us.




POWER, RECORDING and CHARGING ISSUES (see below)









Device password appears to have changed from default (000000) -  Can't access the camera on software or any files.


Please perform a double reset
According to our program developer and from our experience with Wolfcom cameras over the past 8 years, the cameras are not able to change passwords without manually being changed through the halo setup manager.
Please check with any staff that may have access to this camera and see if you can find the password. Alternatively, reset the Halo Setup Manager, which on occasions may need to be reset to allow the password to work again. If the password can't be remembered or unknown, then we will need the camera returned for a reset, as they are required to be remotely reset due to their CJIS compliancy. If the issue persists, please contact us.