Petcube Play 2 Troubleshooting

An 'Oh Bummer' error message is given during the setup process.

The 'Oh Bummer' error will occur when the Petcube couldn't complete the setup process. You can restart the process safely by turning the Petcube off and on. When the LED starts pulsing green, it will begin the setup process again. The LED might begin as yellow but it will turn green after a minute.

If the LED stays yellow and won't turn green, you will need to use the reset pin that came with the Petcube. Insert the pin into the hole in the bottom and hold down the button for three seconds until the LED begins to blink green. Once it does, you can begin the setup process again.

The Petcube is on during setup but the LED won't turn on.

If the Petcube is on but the LED is off, try unplugging and plugging it back in and if possible, use the original power adapter. If the original power adapter is lost or damaged, you can try using another cable/power adapter as long as it provides 5 volts (5V) and 2 amps (2A). You can also try using another outlet or attempt to power it from a computer.

Try to reset the Petcube by using the provided reset pin by inserting it into the hole at the bottom of the Petcube and holding down the button for three seconds.

If the LED still won't turn on, the LED may be faulty. You'll have to [crwdns2936915:0crwdne2936915:0] or contact Petcube customer service.

The Petcube won’t connect to a Wi-Fi network during or after setup. The network either won’t appear or the Petcube will not connect.

The Wi-Fi Router might be too far from the Petcube. The LED will be blinking yellow if this is the case. Either move the Petcube closer to the router or relocate the router to a room closer to the play area.

The password for the network might have been inputted incorrectly during registration. If the LED is blinking yellow and the router is in range, an incorrect password will be the issue and the password will have to be reset.

To reset the password, go to the Camera Profile in the Petcube app, tap ‘Settings’ in the top right corner, and then ‘Change Wi-Fi’. Power up the Petcube until it starts up before inserting the reset pin in the bottom and holding it in for three seconds. The LED should change to pulsing green where you can then follow the on-screen instructions.

Common reasons why the password was inputted incorrectly is uppercase and lowercase letters were not matched, incorrect password length, and using a different language keyboard when inputting. Be sure to avoid these when inputting the password.

If the home network isn’t appearing on the list of available Wi-Fi networks, the network might be a hidden one. Below the list of networks on the ‘Connect To Wi-Fi’ page there will be an option to ‘Tap here to connect manually’. On that screen, you can then manually input the Wi-Fi name and password. Be sure to match the case of your password when inputting it to prevent an ‘Incorrect Password’ error.

The Petcube might require a firmware update. Typically, these occur automatically but there can be cases where it will not. To get a firmware update, you will need to email the Petcube support team at support@petcube.com.

The router’s firewall or MAC Filtering might be blocking the Petcube’s access to the internet. The LED will be blinking orange if either is occuring. You will have to contact your ISP for assistance.

When monitoring or recording your pet, the video appears blurry and occasionally skips.

The video quality of the Petcube depends on the strength of the internet connection. This can be improved by placing Petcube closer to your home Wi-Fi router or by arranging it so there aren’t any obstacles between it and your router (i.e. walls, floors, etc.).

The Petcube requires at least a 1 Mbps upload and download speed. 2 Mbps is recommended. To see if your internet speed is too low, you can use a free online speed test. If it is less than the requirement, you should reach out to your Internet Service Provider to upgrade your network. You should also contact them if you are not getting the full speed you subscribed for.

The Petcube Camera itself could be faulty. If so, you'll have to replace it.

I am unable to hear or talk to my pet through the device.

Stream audio might be disabled. To enable it, tap the settings button in the top right of the stream and enable the audio.

Many times when setting up a device we will see the Allow button pop up on our phones and we’ll quickly tap Don’t Allow. To change this go into the Settings menu on your phone and scroll to the bottom until you find the Petcube app. From there, you can enable the app to access your microphone.

Similarly to video, the Petcube requires at least a 1 Mbps upload and download speed. 2 Mbps is recommended. Use a free online speed test to determine your internet speed and if it is below the requirement, contact your Internet Service Provider to upgrade your network.

In the event that this doesn’t work, then it may be necessary to conduct a replacement on the microphone.