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

105 comments

Date Votes
  • Comment author
    remygaudey

    Then let us use our internal network to connect directly from the cam to our NAS over private IP plan, this way we’ll be isolated from your shitty servers ! It would make everyone’s life easier and your clumsy infrastructure will be relieved !

    7
  • Comment author
    Thomas
    Chère équipe de Netatmo,
     
    Nous, utilisateurs de vos caméras et clients de longue date, souhaitons exprimer notre fort mécontentement quant à la situation actuelle qui persiste depuis juillet. Depuis la mise à jour de votre API, il nous est impossible de connecter nos caméras Netatmo à nos serveurs Synology via la station de surveillance Synology. Ces problèmes d’authentification continuent à affecter nos systèmes de surveillance, et aucune solution n’a encore été fournie, ce qui est inacceptable.
     
    Nous avons investi une somme considérable dans vos produits, en espérant avoir accès à une solution de surveillance fiable et de qualité. Or, plus de deux mois se sont écoulés sans qu’aucune correction ne soit apportée, et nous sommes toujours confrontés aux mêmes blocages. Ce délai, ainsi que l’absence de communication claire de votre part, témoignent d’un manque de considération envers vos clients, ce qui est inacceptable pour une entreprise de votre envergure.
     
    De plus, il est important de souligner que nous devrions avoir un accès direct au flux de nos propres caméras, sans avoir à dépendre entièrement de votre API et d’une connexion Internet. Le fait que vous imposiez cette dépendance via votre API est non seulement un non-sens technique, mais également problématique. En tant que propriétaires de ces caméras, nous devons pouvoir accéder à leur flux vidéo de manière autonome, sans être tributaires de vos services ou d’une connexion Internet, ce qui peut compromettre la sécurité de nos installations en cas de panne de votre côté.
     
    Cette situation met en lumière une dépendance excessive à vos services, alors que l’accès direct aux flux vidéo locaux devrait être un droit fondamental pour tout utilisateur de caméras de surveillance. Cette obligation de passer par votre API pour obtenir nos propres vidéos compromet la sécurité et la flexibilité de nos systèmes de surveillance.
     
    Nous exigeons donc que vous preniez des mesures immédiates pour :
     
    1.Résoudre les problèmes d’authentification avec les serveurs Synology.
    2.Permettre aux utilisateurs un accès direct aux flux vidéo des caméras, sans nécessiter l’usage exclusif de votre API ou d’une connexion Internet.
     
    Nous attendons de votre part une réponse rapide et des actions concrètes. Il est inacceptable que ce problème persiste aussi longtemps et que nous soyons contraints de dépendre de vos services pour l’accès à nos caméras, ce qui fragilise directement la sécurité de nos foyers.
    7
  • Comment author
    Novus

    Give us an local RTSP stream

    6
  • Comment author
    netatmo

    I've been a Netatmo customer from the beginning, with over 40 cameras. It's ridiculous that they blame server overload for these issues. We purchased these cameras with API support, and there's no indication that they can disable features we've paid for just because we connect frequently. They should increase server capacity, not permanently ban a feature they sold to us. Surveillance Station works with thousands of cameras and is well-made. Additionally, it’s frustrating that all my streams have to go in and out of the internet. this setup is brainless. They should have zero API request for storing videos on the Synology.

    The recent app update is a significant downgrade in usability and functionality. When you receive a notification, it no longer shows the event frame, just a blank screen with the text "recording," forcing you to wait several minutes for the event to finish, which is completely unacceptable for security purposes. This is why I had to move more cameras to Surveillance Station to have a real time access to the event. You can't even view the stream immediately after the notification. I don't know who is the engineer responsible for all this mess, but it should be clearly fired.

    Netatmo and their app used to be decent (far from excellent), but after the recent app update, they’re terrible. I recommend everyone explore other options like Reolink and TAPO, and we should seriously consider a class action to recover our money since these cameras are nearly useless now, especially after the unjustified disconnection and blaming Synology.

    5
  • 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
    Novus

    I have informed Caschy (big German technology blog) 

    https://stadt-bremerhaven.de/synology-surveillance-station-kein-zugriff-auf-netatmo-kameras/

    3
  • Comment author
    Thomas
    Dear Netatmo Team,
     
    We, the users of your cameras and long-time customers, wish to express our deep dissatisfaction with the current situation that has persisted since July. Following your API update, we are unable to connect our Netatmo cameras to our Synology servers via Synology’s Surveillance Station. These ongoing authentication issues continue to disrupt our surveillance systems, and no solution has been provided to date, which is unacceptable.
     
    We have invested a significant amount of money in your products, expecting to receive a reliable and high-quality surveillance solution. However, over two months have passed without a fix, and we are still facing the same issues. This extended delay, along with the lack of clear communication from your side, demonstrates a lack of respect for your customers, which is unacceptable for a company of your stature.
     
    Moreover, it is important to emphasize that we, as users, should have direct access to the video stream from our own cameras, without being forced to depend entirely on your API and an Internet connection. Imposing this dependency via your API is not only a technical absurdity but also problematic. As the rightful owners of these cameras, we should be able to access their video streams autonomously, without relying on your services or an Internet connection, which can jeopardize the security of our installations in case of an outage on your end.
     
    This situation highlights an excessive reliance on your services, whereas direct access to local video streams should be a fundamental right for any surveillance camera owner. Forcing us to go through your API to access our own videos compromises the security and flexibility of our surveillance systems.
     
    We therefore demand that you take immediate action to:
     
    1.Resolve the authentication issues with Synology servers.
    2.Allow users to have direct access to the camera streams without needing to exclusively use your API or an Internet connection.
     
    We expect a swift response and concrete action from your side. It is unacceptable for this issue to persist for so long, and for us to be forced to rely on your services to access our cameras, which directly compromises the security of our homes.
    3
  • Comment author
    stephane

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

    2
  • 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
    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

    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
    heinrich.markus
    • Edited

    Thanks for the hint! Which one have you tested?

    2
  • 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
    reddwarf3r

    So the problem is the Netamo servers could not handle the load placed on them by API requests due to the way Netamo decided to handle camera to NAS communications.

    The servers performance struggles, so emailing customers and making a community post to advise "We are sorry but we will need to stop the link between Netamo and Synology while we investigate performance issues" must of slipped under the rug.

    When Support tickets are lodged, instead of advising what is actually happening we are sent on a red herring chase to Synology who do their best but are as puzzled as we are.

    After some time and notably once people say they are starting to switch brands, Netamo finally advise the root cause as Netamo blocking API requests from Synology along with a politicians apology.

    Netamo then shrug and let Synology clean up their mess.

    So Netamo/Legrand  why should we keep using your premium priced but poorly supported products when other brands can do the same thing cheaper, reliably and easier?

    I am very pleased I did not sink to much money into Netamo products and only purchased one camera to start with as a tester.

     

    2
  • Comment author
    heinrich.markus

    I guess the answer is: „No any news!“ this is frustrating.

    2
  • Comment author
    Thomas

    Give us an local RTSP stream

    2
  • Comment author
    robert

    It seems the only way to solve this problem it to make the stream available to us, without forcing users to use the Netatmo cloud.

    What are the real advantages of Netatmo cloud? Are there ANY? When the camera is disconnected (like by the burglar), I can't view any recent video anyway. Also, it introduces a horrible lag.

    2
  • Comment author
    zwirbel
    • Edited

    Synology has released an update to Surveillance Station today (to version 9.2.1-11380), which seems to have fixed the Netatmo connection. It's recording again (at least since a few minutes), so I don't know if this is now the expected fix.

    However, I will draw the consequences from this issue and my next camera will definitely not be from Netatmo. This has taken way too long to fix, leaving me almost two months without surveillance.

    2
  • Comment author
    francois666

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

    1
  • 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
    heinrich.markus
    • Edited

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

    1
  • Comment author
    ianvanede

    Dear Netatmo,

    Pretty Please fix this problem, still not connecting with Synology

    1
  • 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
    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
    ianvanede

    Dear Leslie,

    I hope that it will be soon.

    Also i see that the Netatmo App sees less “things” since it doesn’t work with Synology, so when i arrive, sometimes it does not register a person in our garden (same story in Homekit app)

    1
  • Comment author
    gourgi.gaetan

    i'm angry, if i bought a netatmo product it's for this feature, please don't forget the professionals, next time i'll take the bosh brand, if after 6 months my netatmo products don't work properly anymore

    1
  • Comment author
    heinrich.markus

    Hello Lesslie,
    you have problems with your Server, because of so many requests and we even don‘t want to be connected with server others then our own Servers. So please let us connect the cam insight our private local network and everybody is happy.

    1
  • Comment author
    nawako_68

    Hello,

    I have the same problem, this is non-sense from Netatmo.
    I rated the application in the Play Store a 1 star review, in hope it will accelerate the "discussion" between Synology and Netatmo...

    1
  • Comment author
    cwe

    Just turn it off, who cares? Communication from Netatmo to customers in the event of problems simply doesn't work. Support tickets take ages to respond and lead nowhere. The current situation shows that it's clearly time to change. Bye, Netatmo

    1

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