Message “Video unavailable. The camera is disconnected".
Hello,
I have a problem with my outdoor camera, I just installed it, it worked for almost 24 hours and then, in the application it says “Video unavailable. The camera is disconnected", however I do receive the alert notifications, and in the news feed I do have the capture of the person or car but I don't have the associated video (it shows the same error message). When I go to the camera settings, it says that I don't have a WiFi signal.
On another point, I've linked the camera to the Home application on my iPhone, and in the application I get the live stream of the video when I'm on the same Wifi network.
Here's what I did: rebooted the camera / rebooted the router / changed the SD card / reinstalled the wifi network (by the way, this indicates that the installation went well).
Thanks
Comments
15 comments
I have more or less the same problem. The camera disconnected a few days ago and the netatom app says its 'disconnected' and shows the camera as not connected to the wifi. But in the apple homekit app, the camera is live and works properly. So the problem must be the app, not the camera...
I also have this issue. I have a large home network and it is not easy to follow some of the suggestions/recommendations from Netatmo. The recommendation are: 1) check the WI-FI connection. Obviously the connection is okay as HomeKit can still see the video; 2) Turn off and on (reboot) the router. Sorry unable, as I am not the only user on my home network. And it is obvious the camera still has WI-FI connection but the app lost its connection. Suggestion - update the app to allow manual IP settings; 3) Cut off the power to the camera. Did I read anywhere during installation that it is recommended to put each camera on a switched circuit? Unfortunately I did not install a dedicated switch for all of my cameras. This means to power off the circuit that the camera resides on, including anything else on that circuit. Fortunately on one of my cameras, I have a switch and powering off and on allowed the camera to resume working. All I can suggest to Netatmo is to allow me to manage my own network better by giving me control of my settings in the app.
I have the same problem - error message in live feed - but history shows that camera is connected and recording. What is the answer from Netatmo to solve this issue???
Same Problem here, 4 "Presence" Cams installed + one Doorbell, al worked fine today i had to rest my router and since then they al show "offline" once in a while one of them is online than offline again. With a network analysis tool I see them al with IP and alive.
By the way i also have 6 Dufy Cams witch al work fine.
Before i do the effort to deinstall them and send them back to amazon, it would be nice if Netatmo could say something to this topic. 20 Days and no response?
Hi @tobias,
I am sorry you are all experiencing some issues with our devices.
Let me remind you that this forum is a place for Netatmo users to share tips and tricks about your Netatmo products : Welcome to the Netatmo forum!
The Netatmo moderators are not obliged to reply to all messages. For personalized help, please click ‘Send a Request’ at the bottom of each Help Center article.
We appreciate your cooperation.
Have a nice day 😊
Hi @Giada - it may well be that the Netatmo moderators are not obliged to reply to all messages, HOWEVER it would clearly suit Netatmo to either reply to the many posts concerning this app malfunction or even better ... to please fix it!
I understand your frustration regarding the app malfunction and the lack of responses.
When there is a bug or major incident, we act quickly by reporting it to our engineers to resolve the issue as soon as possible.
To ensure your issue is tracked and addressed promptly, we recommend submitting a support request. This allows our support team to follow up with you directly and provide updates on the resolution process 😉
I’m adding my 2¢ as well. Pretty much the same problem. In the app and the web app my indoor and outdoor cameras report at disconnected but the history shows that the cameras appear to connect intermittently. The camera feed into the Home app appears to work. I’ll add a support ticket as well but there’s clearly something wrong.
I found a solution for my case. It was DNS - always has been. My current DNS Provider somehow blocked the camera/netatmo domains. I changed the DNS to another provider and restarted the camera which then came back to life again.
This issue seems to be solved! For now at least.
@Thomas: How did you exactly solve the issue with changing the DNS ?
I have 3 netatmo indoor cams running and working. Thumnails are created in the Secure app as usual. However "Video unavailable. The camera is disconnected" is shown and the app (IOS) will not let me connect to the cams. I re-installed everything several times, same result. No changes have been done in my router WIFI network...
Anyone has a fix for this ?
I have been using Netatmo for over 6 years. Worked well till earlier this year. Since then I keep getting messages: "ABCD disconnected" (ABCD is user given name of camera) and then "ABCD: Insufficient SD card space" and again "ABCD missing SD card". When I try to reset this using the red background bar code which was supplied initially and which I have successfully used before. the camerta does not read the bar code at all. I have tried to do a 'hard' reset by switching off power and then counting to 60 and then switching back again - still no success. If anyone has any suggestions please - these would be gratefully received.
Hello Netatmo Support: I posted this 2 days ago. "I have been using Netatmo for over 6 years. Worked well till earlier this year. Since then I keep getting messages: "ABCD disconnected" (ABCD is user given name of camera) and then "ABCD: Insufficient SD card space" and again "ABCD missing SD card". When I try to reset this using the red background bar code which was supplied initially and which I have successfully used before. the camerta does not read the bar code at all. I have tried to do a 'hard' reset by switching off power and then counting to 60 and then switching back again - still no success. If anyone has any suggestions please - these would be gratefully received. "
Today I tried to change the SD card as per the fault message received. Even after installing new Sandisk Extreme 32 GB MicroSD card the camera would not operate. All lights are ON when powered on. Showing the RED factory reset card to the camera is also not helping. PLEASE RESOLVE THIS ISSUE WITH URGENT HELP.
Hi Netatmo Support
I am experiencing the same problem as the above mentioned. Please help asap.
Thanks.
Daniel
Dear team, same situation here as user ashafquat. Netatmo Presence working perfectly until a few days ago. After many trials, and switching cards from other Presence or Welcome cameras, the logs I am getting are initially a 'defective SD card' (which is not true) and then a 'insufficient SD card space' (which it is also not true):
Presence XXXX: defective SD Card
Presence XXXX: insufficient SD card space
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