Having trouble using live features like Remote Camera, One-way Audio, or Screen Mirroring? Don’t worry, these connection failed issues can usually be fixed by following a few simple steps. Let’s walk through them together.
Step 1: Check your child’s device status
First, open the FlashGet Kids app on parent device and check the status of your child’s device. Is it Online or Offline(Unknown)?
If it shows “Offline (Unknown)”
This means the connection is currently lost. This can happen for a few common reasons:
- The child’s device is powered off.
- The child’s device has no internet connection (Wi-Fi or mobile data is off).
The best solution is to wait for your child’s phone to be turned back on or reconnected to the internet. If you have access to the device, a simple restart device and re-opening the FlashGet Kids app usually fixes the issue.
- If your child’s phone isn’t with you, you can complete these steps only after you have your child’s device.
- On your child’s phone, open a web browser and go to flashget.kids/openkids This link will automatically launch the app.
If it shows “Online”
It means the device is connected. If remote features are still not working, the problem is likely with the app’s permissions on your child’s phone.
- This is the most important permission for remote features to work.
- Please follow this guide to check and enable it: How to Enable Accessibility for FlashGet Kids
- Some phone systems automatically disable permissions to save power. If this is happening, you’ll need to reset the settings to prevent it.
- Please follow this guide to fix the issue: How to Reset Accessibility for FlashGet Kids
- If your child’s phone isn’t with you, you can enable Accessibility permission only after you have your child’s device.
Step 2: Use the “Snapshot” feature instead
Live features, including Remote Camera, One-way Audio, and Screen Mirroring, require a strong, stable internet connection on both phones.
- If Remote Camera isn’t working, try Camera Snapshot instead.
- If Screen Mirroring is failing, try Screen Snapshot instead.
- If One-way Audio is failing, try Ambient Recording instead.
If the snapshot or ambient recording works, it confirms a connection exists. The remote failed issue is likely a weak or unstable network. We recommend trying live features again later, switching to a different Wi-Fi network, or making sure both devices have a strong signal.
Still not working? Let us help!
If you’ve tried all the steps above and still can’t connect, our technical team is ready to help. Please follow these instructions:
- Send logs from the app by following this guide: How to Send Error Logs.
- Your FlashGet account email.
- A clear description of the problem.
- Screenshots of any error messages (like “connection failed”).
- Make sure you’ve tried restarting your child’s phone and turning on accessibility permissions, and which steps don’t follow for what reason (if you don’t include these instructions, Customer Service may ask you to redo all of the above steps).
Providing this information will help us solve your problem much faster!
