Camera on Home App but not in Security App

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  casparbartscherer

  • July 23, 2024 16:48

  I am having the same issue. It’s very frustrating. Could someone from Netatmo please address this?

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  bartspain

  • July 26, 2024 14:42

  Hi I got their response hoping it will help you as well:

  From Netatmo:
   
  Let me explain why you might see your camera in the Home App, but not in the Security App.
   
  There are 2 possible reasons:
   

  1. There is an issue with the SD card, or SD slot (which I think it's your case as I see in the picture is broken). The SD card is related to the Security App but not the Home App.
  2. The Security app uses a specific VPN connection for the video stream. The camera and its internet router are not able to connect to this VPN.

  
  Regarding the camera with serial number gxxxxxx and according to my data, the product locked itself for security concerns. This mechanism was implemented with one of the last firmware to prevent anyone from being able to use the device if it gets stolen. This happens when it detects it connects to a different network.
   
  Since the device is still linked to your email address, I was able to unlock it manually and you should now be able to access it.
   

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  rob.vanpol

  • January 04, 2025 11:21

  Hi Netatmo team, I appear to have the same issue, working flawlessly in the Homekit app but not in the Security app, can you please unlock my camera as well manually ? Thanks, Rob

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  johnforsell

  • Edited January 20, 2025 20:57

  I have the same issue... really frustrating. i would also aooreciate to be contacted by the Netatmo team for some help with this issue.

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  larry

  • March 05, 2025 09:37

  Dear Netatmo Team,
  I have the same issue, please help me! Thank you.

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