Notes

• Welcome does not work when plugged directly into a USB port except for computer setup.
• Some Wi-Fi networks are not compatible with Netatmo cameras:
  • Enterprise and public networks;
  • 5GHz-only networks;
  • Networks using connection portals;
  • Internet Service providers using Carrier-grade NAT (NAT444);
  • Some networks using wireless repeaters.
• Check that your smartphone is correctly connected to a valid network before starting a setup

Steps

Issues you experience during Welcome setup may be due to several reasons. In this article, we will propose some easy steps to troubleshoot your problem:

1. Reboot your router and your smartphone.
2. Reboot Welcome (unplug and replug). A green LED should turn on a few seconds.
   1. If the LED doesn’t turn on there may be an issue with the power adapter. Try another one with the following specifications: micro USB, 2A, 5V.
   2. If the green LED stays on forever, please contact us.
3. Go to your smartphone’s Bluetooth settings and forget, if any, existing accessories named “Welcome”.
4. Open the Netatmo Security app and follow the instructions.
5. If you try to install Welcome on a Wi-Fi repeater:
   1. Make sure it doesn’t have the same name (SSID) than your router.
   2. For testing purposes, try to connect Welcome directly on your router (by changing the network your smartphone is connected on).
6. You can also use Ethernet. Plug Welcome into your router using an Ethernet cable.
7. If the problem persists, follow our advanced network troubleshooting guide.

Updated March 08, 2023 15:53