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Commentaires
15 commentaires
What worked for me was setting my WiFi to 2,4 GHz only, disabled channel auto detection and assigned the camera a fix IP (no DHCP)
Have the same issue, but I don’t believe this is related to WiFi: the video stream works perfectly from the Home app (iOS), never gets interrupted, while the netatmo app reports the camera is disconnected at the same time.
Never got it resolved by Netatmo support so far.
I got my camera 3 days ago. Had many problem. Your issue was one of them. The Welcome Device name doesn't match between iOS Homekit and Netatmo's Security App. Give it a try.
Same here.
Went through all suggestions in this forum. Now plugged a cable; still the same.
Will try the suggesiton above with the fixed IP.
Annoying.
Ok, an update from me:
I have switched to another ISP, offering FFTH (as I had before, i.e. Orange), but more importantly, to be able to connect my own router (Synology) straight to the internet without any filtering like was performed by the former ISP "box" (Livebox 5).
All disconnection problems gone.
I thus tend to think that the devices connecting your LAN/WAN to the internet are the source of these issues. They have too much to process, and possibly Netatmo uses non-standard ports that may cause firewall issues at the ISP-provided router.
Some hints you may also want to try:
PS: I also tried the Ethernet connection, to no avail.
HTH
Rod
I'm just not getting the camera to run stable.
At every re-start, all works well (either cable or WLAN), but then, after a few hours, it starts disconnecting and finally completely disconnets and never reconnects until next power-off ...
Is this a known issue ? Is it a defect of this specific unit (and warranty) ? Is this camera just not compatible with my setup ?
I'm getting lost ... any ideas from anyone what I could try ?
Netatmo tech support is done by Legrand.
Call them or email them. They are actually very helpful.
It will take them a few days to reply. But they do reply.
Here is their number for North America. I don’t know where your region is. Best of luck!
Phone: 1-800-223-4185
Mon - Fri: 8am - 6pm EST
Email Us: tech.support@legrand.us
Hello,
i have similar problems and I think it has to do with the power support. If I move by hand the cable the camera reconnects. I even put tape on the connector to stay in a forced position. I have the problem with both cameras.
@Alex: For me, it was a defect of the camera. Netatmo were kind enough to exchange it on warranty.
All runs well now; I just was puzzled why I would not be able to make it work stably, and was looking for tips and tricks from other users.
However, it's unlikely that you would have TWO defective cameras at the same time, I guess.
I have two cameras in the menatime, one is working fine, and the other has this bugging issue of disconnecting several times a day and immediately reconnecting.
So it's definately NOT the network or the setup.
But what is it then ?
Switching off/on, resetting, reinstalling, firmware upgrade all did not help ...
I have this issue as well. My camera keeps disconnecting all the time. I can send you the log of activities (timeline), so you can verify.
Thanks!
Catching up on my post from 2 months ago.
I was in contact with the Netatmo support since then, and they were very professional.
After a couple of tests and checks, I had to file proof of purchase (easy). Then, they recommended an exchange (1x indoor camera, 1x window sensor). They suggest that I should contact my online shop first, and if unsuccessfull, I should come back to them.
My online shop had no problems with an exchange as I could provide all the communication with netatmo support.
All of this happened over the festive period of Xmas and New Year, so it was quick.
New camera works like a charm, same as my other one. They even sent me three sensors as replacement for the defective one. :-)
Hi pierre.koever,
Many thanks for sharing your experience. What should I do now? Wait for Netatmo support to contact me? Will then contact me when they read these comments?
Hello again,
I simply looked up their email address for support on their webpage (contact-support@netatmo.com), but in the end, I filed a memo using their support webpage (https://helpcenter.netatmo.com/). The latter allows to have tracking within my Netatmo profile (past cases history).
Hope this helps.
Just tell them what is happening, and they will ask you to perform corrective actions and to report the outcome to them.
BTW, my case was handled by John, who was extremely professional, swiftly reactive and overall very supportive.
Good luck !
Good Luck seems exactly what I need.
I opened a ticket [360021431951] and it is unsolved for quite a few days already.
They suggested a few actions which didn't work. As last resort, they asked to plug the camera to my modem with an ethernet cable, which I did. I guess they will try to connect remotely into the device, but the help-center teams remains silent since 5 days already.
I am starting to mistrust the company.
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