Smart cameras disconnected - what did Netatmo do?

santovka
have 2 smart indoor cameras since May 2024, everything worked fine in the beginning. Then after 2 months cameras started to disconnect for about 20-30 min 2-3 times every day. I have not changed camera location nor WiFi settings. Since yesterday no connection on Netatmo app and no video but can see on router that WiFi connection still works fine.
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Commentaires

29 commentaires

  • Comment author
    Giada Community manager
    • Commentaire officiel

    Hello,

    The issue is now solved. Please reboot your cameras and let us know if this persists.

    If you are not able to reboot your devices, please be patient, everything should be back to normal in a few hours.

    We appreciate your patience.

    Have a nice day 🙂

  • Comment author
    masiero.michele

    I have the same problems, with indoor and outdoor cameras... and with alarm siren too... while everything is still connected to the network...
    I thought about firmware autoupdates, but I cannot find any reference to it anywhere... :-(((

    4
  • Comment author
    martin

    All my cameras are on the home app ok but are disconnected on the security app. Any ideas?

    3
  • Comment author
    bliss_richard_a

    The problem is that Netatmo has become unreliable and you can’t have an unreliable product when you are talking about security. They went from a fabulous start up to part of a large company so we will never get an apology as this means liability. I have 8 cameras and loads of tags and quite frankly am looking for alternatives as this weekend has been another disaster with Netatmo.

    5
  • Comment author
    masiero.michele

    I guess you are right and already investigated since last year but other solutions are even worse (Bosch, Blink, etc). Believe me: tried and returned.
    I think I'll go back to a personal DVR and cameras... some features less but more reliability. :-(

    1
  • Comment author
    maxfra71

    my cameras are all offline, but they continue to record events

    2
  • Comment author
    ndazord

    Same problem. The application is down. No way to look at the cameras from there. And a lost of time trying to solve this security issue. Not reliable!

    1
  • Comment author
    martin

    Given this is the Netatmo help centre it would be nice if they could at least make a comment. Are they working on it?

    2
  • Comment author
    lund.f

    I have the exact same problem with all my cameras, it is connected to the router and HomeKit but in the security app it says it’s not connected and I get notifications a couple of times per day that the cameras are disconnected and back. This is not good at all, what are you doing Netatmo??

    4
  • Comment author
    Vixforest

    Same problem for me! Completly disapponted for an expences camera with so poor performances. I will report all to the customer service asking for a solution, no excuse!

    3
  • Comment author
    martin

    So I thought maybe my home hub (apple tv) had to be updated to iOS 18. So I did that in line with all my other iOS devices. No joy… but it all seemed to start just after the iPad/iPhone upgrades? Just wondered if our Android colleagues had the same problems?

    0
  • Comment author
    masiero.michele

    I just filed an assistance request and gave them 24h to solve this before I simply throw all NetAtmo products I have out of the window...
    My hate for BTICINO, which is a long date hate, just got further confirmation.
    It's simply a pity that a nice products company like NetAtmo got "chewed" like this by new ownership.
    They just gained a brand new "negative influencer".

    1
  • Comment author
    ondrej

    I have absolutely the same problem. Events are recorded, but no video available...

    0
  • Comment author
    masiero.michele
    • Modifié

    @burim.ibrahimi don't fall into trash introducing country related opinions... otherwise it will became a real mess...
    I'm italian and I did not like your comment.
    NetAtmo service got a real downgrade since acquisition from Bticino but this is related to the company, not the country.
    And be patient: your working cameras will stop soon... unfortunately...
    I have many and one by one all of them went offline in the app while still working... just at different time...
    For the moment they did not explode, at least... :-(

    0
  • Comment author
    posta
    • Modifié

    Now my camera is connected with the netatmo app but now it continues to disconnect and reconnect to the Apple home app. I have all the Apple devices updated to the latest version

    1
  • Comment author
    Giada Community manager
    • Modifié

    Hello, 

    You may not be able to use some of our services at the moment. Our teams are working hard on fixing this as soon as possible. All services will be restored automatically, no action on your part is necessary.
    We sincerely apologize for the inconvenience.

    Have a nice day.

    1
  • Comment author
    kubinkarel

    I have the same issues as well. This is very unpleasant situation as there is no information about issues on the service you have. It will impact my satisfaction as your present customer. I already sent email to support more 24 hours ago ... no one reply to yet.

    1
  • Comment author
    TheAwesomes

    All three of my cameras (two indoor, one outdoor) are back to normal now. I hope it will hold.

    0
  • Comment author
    masiero.michele

    Since I think none of your customer ever knew that if NetAtmo servers are down, problems could arise, s we all have seen, I think it would at least be fair to have a page of the website showing the status of the servers, with some kind of "automatic alert" showing that something is not working as espected.
    This way customers (and customer service) might know they are not alone and/or abandoned in the middle of nowhere...
    JMTC

    0
  • Comment author
    roberto.fuochi

    I wanted to report that for a few minutes the internal camera has been reporting "Video unavailable. The camera is disconnected" again
    I hope it comes back online quickly this time.

    0
  • Comment author
    escandar

    Same problem here. First, two of my cameras show the error "Video unavailable. The camera is disconnected".

    Then I tryed to delete them on the app and reinstall them. Now I can´t install them. Both show different errors in the security app. When I try to connect them to Home Kit, the show "Device can not connected - Cloud-Sychronisation is ongoind" (or similar - I use the german version of the app). 

    0
  • Comment author
    martin

    Mine are working again, I noticed that after deletion it’s worth waiting awhile before trying to reconnect them. Time for the apps and cloud to synchronize… maybe a few hours.

    0
  • Comment author
    giovanniaprea

    My camera won't even connect anymore, trying and retrying to reinstall it but the app on iOS won't find it, 200 euros out of the window, I will spread the voice here in Italy, this is too bad, when got it less than a year ago it was working a charm and not it's a useless and expensive paperweight

    0
  • Comment author
    escandar
    • Modifié

    An update from here:
    My two cameras are now working again. After the installation failed several times despite switching off the power, resetting and setting up again, I proceeded as follows:
    I added the camera via Apple Homekit in the Apple-app first. This works. Then I add the cam in the Netatmo security app. After this was succesfull, I deleted the cameras from the Apple Home app again, because I don't normally use the home app.

    I also completely formatted the SD card beforehand. I can't say whether this is really necessary. But this is how it worked for me. The existing videos have been deleted, but at least my camera is working again.

    1
  • Comment author
    masiero.michele

    @giovanniaprea try to start over, changing the SD card (or temporary using another which you are sure it is working) and resetting the camera: this should solve your problems, if it was not bricked by a failed firmware update. SD cards are often source of misterious problems. The problems reported above in previous messages are somewhat different from your's one. And yes, I'm in Italy too and was somewhat upset too about on the service failure of last week.

    1
  • Comment author
    jirv.ie0

    Same problem. Getting progressively worse over the last months. Now the whole thing is a total joke, and no number to call company on. Own three camera. Will be returning one and the other two will be replaced (too old to return) unless this is sorted out quick smart.

    1
  • Comment author
    santovka

    Hello Giada,

    the issue still persists!

    As mentioned, I have two cameras. One is working fine, and the other one has this bugging issue of disconnecting sometimes several times a day and then reconnecting after some time.

    Interesting is, that the connection is lost in the Netatmo app, but in the Apple HomeKit app it is still working/visible. Therefore, it cannot be a network issue.

    How is that possible??

    And just to mention that again: Switching off/on, resetting, reinstalling, firmware upgrade all did not help ...

    0
  • Comment author
    tothbe

    Hello!

    I have problems since some days with my Netatmo camera HomeKit integration. Nothing has changed locally but my camera keeps going on and off under HomeKit. It still works under the NetAtmo app and even reconnects after like 30 minutes for HomeKit (sometimes it even takes hours) so it is really disturbing. I tried restart, reconfig and everything but nothing seems to help. 

    2
  • Comment author
    posta

    I use an Apple TV 4K as a HomeKit hub. And for me the disconnection from HomeKit happens once a day, always in the morning and almost always lasts an hour. This since I updated to TvOS 18.2

    1

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