Connection from the Synology Server to the Camera Netatmo Presence can not be established

czope

I have a Netatmo Presence Camera  und a Synology DS723+ .

In the configuration for the camera are all Parameters  (Client id, client_secret a.s.o)  No IP Adress is necessary. 

  By press the  Tryingbutton i get the message: Connection from the Synology Server to  the Camera Netatmo Presence  can not be established

2

Comments

104 comments

  • Comment author
    Leslie Community moderator

    Hello,

    Synology is a third-party service using our APIs, we are not linked to them or to their developments

    All I can advise you - if it's not already done - is to update their software to the latest version, remove all links between your camera and their service, and redo the link

    If you still face problems, you must contact them directly or their community 

    Have a good day,

    Leslie - Community Manager

    0
  • Comment author
    stephane

    Hi
    Same problem today for 3 netatmo camera and Synology surveillance station

    2
  • Comment author
    francois666

    Hello everyone I have the same problem, my three cameras have been offline for a week.

    1
  • Comment author
    francois666

    I updated the device pack, it doesn't change anything.

    0
  • Comment author
    francois666
    • Edited

    I tried to reinstall one of my cameras but it remains offline.

    I opened a ticket with synology support

    0
  • Comment author
    stephane

    Hi
    Have you any news from synology ?

    0
  • Comment author
    francois666

    customer support had several identical returns. I sent my logs to support and escalated my ticket to the developers. They are going to take control of my Syno to learn more. I'm waiting for the return.

    1
  • Comment author
    stephane

    Thanks for your feedback

    0
  • Comment author
    blackraven96

    Hi, 2 cams and same problem !

    0
  • Comment author
    ianvanede

    Camera down today, also in Homekit & Synology server

    Netatmo Fix This!

    0
  • Comment author
    heinrich.markus

    I got following Information from Synology:

    Good morning Sir,

    Thank you for your feedback.

    If the problem is related to authentication, it seems to be a known issue caused by Netatmo.

    Recently, Netatmo officials informed our developers that they have temporarily blocked connections from Synology NAS due to too many requests from Synology NAS.

    The same reports from other users can also be found on the Netatmo help page: https://helpcenter.netatmo.com/hc/en-us/community/posts/20380327997970

    Our developers are currently working with Netatmo to resolve this issue. Unfortunately, there is not much we can do until this block is lifted. We can only recommend that you wait until Netatmo lifts this block.

    If you have any further questions about this, you can contact the manufacturer Netatmo directly.

    If you have any further questions, we are always happy to help.

    Kind regards

    ...
    Technical Support Engineer

    --

    Synology

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  • Comment author
    heinrich.markus
    • Edited

    Translated in short form: Netatmo blocks the user if the re-connection is too frequently.

    1
  • Comment author
    stephane

    Thanks a lot Netatmo. So many bugs… and, as said before, il’s the third party service problem…. https://helpcenter.netatmo.com/hc/en-us/community/posts/20380327997970/comments/20425256129298

    0
  • Comment author
    ianvanede

    Same reply here from Synology:

    Hello,

    Thank you for contacting Synology support team and showing interest in our products.

    It is not the same issue as last year. Netatmo officials has notified us that the connections from Synology NAS were temporarily banned by Netatmo due to too many requests.

    Our developers has replied to them and are working on resolving the issue together currently.

    It explains why your camera is disconnected. We are sorry for the inconvenience and are working to solve this as soon as possible.

    Best regards

    Laurent W.

    0
  • Comment author
    ecvr

    Same issue here.
    @netatmo, please make the video stream accessible directly on the local network so as not to have to go through the API

    2
  • Comment author
    heinrich.markus
    • Edited

    Connection via Local Network would be great!
    At the moment the Safari Browser supports the Video Stream but not the surveillance Station, which is a bit strange. Also in local network the Station gets Authentification problems, even the Stream via Browser don‘t need any Authentification.

    0
  • Comment author
    Pierroe

    Same issue here with my Presence Camera
    @netatmo, please find a solution !

    0
  • Comment author
    StanSams
    • Edited

    Same for me :(

    Please Netatmo, unblock connection from Synology device or allow direct Lan Connection!

    after the problem with API update last year, now you block the stream???

    I think it's time to see what other brands do...

    3
  • Comment author
    reddwarf3r
    • Edited

    Another me to with my Netatmo Indoor camera showing as disconnected from my Synology NAS after the update to firmware  5.22.0  version for the camera.

    This camera is a test one  to see if we would go with Netamo for our security cameras as we got it at a heavily discounted sale price, the answers a firm Nope! 

     

     

    0
  • Comment author
    ianvanede

    Dear Netatmo,

    Pretty Please fix this problem, still not connecting with Synology

    1
  • Comment author
    cm.v.geel
    • Edited

    Make local stream available in RTSP and this whole problem is solved... also saves tonnes of bandwidth ! Think about environment!

    2
  • Comment author
    heinrich.markus
    • Edited

    👍 private videos should be kept in private network! By the way why is Netatmo the Admin of our access rights to private cam?

    1
  • Comment author
    heinrich.markus
    • Edited

    the reason why I prefer a recorded stream on synology is, netatmo app misses so many events especially in darkness. So please, we need a solution. One solution for me is a new cam.

    2
  • Comment author
    ianvanede

    Absolutely true, if i walk out of the door, the app does not always register it, even in Homekit. But on the NAS it’s just a continue recording.

    Also i have a *ssh*l of a neighbor who sometimes does weird things, so i would like to record that it he breaks stuff

    0
  • Comment author
    heinrich.markus
    • Edited

    Thanks for the hint! Which one have you tested?

    2
  • Comment author
    reddwarf3r

    Second vote for TP link, just got a C210 indoor camera, so much better and syncs up to my Synology NAS beautifully and was very easy to link. Definitely getting more TP link Tapo cameras and no more Netamos! 

    0
  • Comment author
    robert

    By reading this forum, you have confirmed my recent thoughts - it's time to abandon Netatmo cameras and move for a more serious platform.

    1
  • Comment author
    stephane

    You’re right. I am a french consumer with many netatmo products from years ( thermostat, weather station, 3 cams and tags). This french company often changes their rules and others just have to adapt. Their cameras ( welcome) often disconnect ( sometimes it’s a sd card problem, sometimes it’s a power problem…).
    I agree : it’s definitively time to change.

    2
  • Comment author
    Thomas
    • Edited
    To summarize: Users are experiencing connection issues between Netatmo cameras and Synology servers. This problem seems to be linked to a “temporary” block (duration unknown: a day, a month, a year?) by Netatmo due to excessive requests from Synology NAS devices. Users report frequent disconnections, authentication issues, and some are considering switching camera brands. Netatmo support suggests updating software and contacting Synology for further assistance.
     
    From my analysis, the excessive requests from NAS devices are understandable since Netatmo cameras frequently disconnect, even with a strong Wi-Fi network, especially when people with phones are nearby. The lack of a continuous RTSP stream (found in almost all other cameras) is illogical, forcing users to rely on an Internet connection and request Netatmo’s permission to connect to Synology. This is also environmentally questionable.
     
    Personally, I’ve spent nearly €1500 on Netatmo products, and if Netatmo reads this message, I recommend:
     
    •Providing a timeline to customers
    •Apologizing for the inconvenience
    •Restoring proper service, or at least quickly updating the firmware to offer a decent RTSP stream instead of this problematic API.

     

    2
  • Comment author
    Leslie Community moderator

    Hello all, 

    To keep you informed : 

    We have indeed temporarily blocked calls to our APIs coming from Synology. The number of calls sent to our servers and their frequency was so high that it caused performance issues on our side that could impact all of our users

    I also confirm that our teams are currently discussing with Synology in order to find a solution to this problem as soon as possible

    Have a good day,

    Leslie - Community Manager

    -3

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