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Commentaires
24 commentaires
I have same problem.
I have the same problem.
After a week I have given up trying over and over. I have emailed Netatmo support and if I get a successful resolution, I will update here. This error appears to be happening a lot though so I’d suggest everyone emails Support and perhaps they might focus!!
Got the same issue, any solutions?
I have the same problem - since yesterday. I changed the router and the wifi ssid. Also resetted the camera - but still have the "Error code: "0097-00003". Are there any solutions for that problem out there?
What is your WPA (Wi-Fi Protected Access) WPA3?
Mine is WPA3+WPA2 (but also tried WPA2 only). Same result.
But: as I can see in the router: the camera IS connected now (but I don't get that information and no video through the app). If I open the ip address in the webbrowser I get the error: "Device is network locked".
A search for that message pointed me to write the Netatmo support team to unlock the device... maybe this helps.
I have, WPA+WPA2... is your wifi frequency, 2,4 GHz or 5 GHz ? netatmo devices only works with 2.4 Ghz network
I am also talking to the Netatmo team. At first they told me to connect the camera to the computer by cable. I did everything and the thing is still the same. I am waiting for the next message to see what can be done.
Although the netatmo weather station works perfectly for me right now with the change of router, the camera does not. However, 2-3 months ago the netatmo heating relay stopped working (I have not managed to fix it), it also does something similar to the camera, but I had not changed the router, like this time, it simply stopped connecting and there had just been a firmware change on the relay at that time, curious but I think it may be related
I have 2,4 + 5 GHz for WiFi - same as the old router. But I know, that the Camere only supports 2,4 GHz.
Maybe you can take a look to your router, if the camera is connected. If it's the case, try opening the ip-address in the browser. Maybe you get an result?
I read, that the "Device is network locked" could a be a lock to prevent theft of the device (if the wifi ssd switches to another ssid). Only netatmo could remove the lock. This could make sense - but if that's the case, netatmo should inform the (former) owner by push message or mail or whatever.
Let's see, what the support says...
I also have the Netatmo weather station which also works without problems witht the new router.
I found the IP address of the camera, opened UDP ports 500 and 4500 (Router setup) as recommended in the advanced solutions guide and nothing, everything is the same.
In the end, 2.4 GHz is enough for a device like this, it is slower than 5 GHz but sufficient and also has a greater range.
Can you open the ip address in a webbrowser? Do you get any results from this?
The solution was to start a new household
New houshold? I really don't want to do that because I'm sure all my training data (like persons, etc.) will be lost. Can you confirm that?
Hi guys, I'm also getting error 0097-00003 how did you solve it
I have the same problem error 0097-00003. How can I solve it?
I solved it now!
The error 0097-00003 means, the camera is network locked (by netatmo) - because you connected the camera to a new wifi network (at least in my case). The lock is part of an anti-theft security feature and was recently integrated via a firmware update.
As long as it's still connected to your former netatmo account, please send an email to the netatmo support. They will unlock the camera for you.
It's a shame that you can't deduce this information from the error code. Netatmo could publish a meaningful message about the reason for the block.
What information did you send? Maybe your camera's serial number, which is a code of about 8 digits, numbers and letters.
Yes, I was logged in and put the camera's serial number in the field.
But please be patient. The answer took me about two days.
And what was the answer?
The mine is working.
You must find your serial number / MAC address
You can find the serial number / MAC address of your Smart Indoor Camera:
You need to open the cover as shown in the pictures below. Use the palm of your hand to turn the cover counterclockwise and pull it up. The serial number is underneath.
The serial number is a string with number and letters, in my case, 7 numbers and letters.
I emailed the serial number a while ago to Roberto at Netatmo, and mysteriously, after a while he gave me a notification that the camera was connected. Roberto hasn't answered me yet, but I think he hit the right note.
Problem solved! Support came back to me and and gave instructions very similar to those already followed on the app and unsurprisingly didn’t work. I’ve today had a further reply advising - as Martin had already identified above! - that it needed unlocking. Apparently it was an update in a recent firmware release for security reasons in case it is stolen. I didn’t need to supply a serial no etc as Roberto was able to unlock it due to my account having my email address. I didn’t even need to reconfigure - it automatically reconnected. Anyone having issues I recommend raising a query with support and they will remotely unlock it. I fed back they might want to improve their error codes to be more descriptive!
thanks to Martin's post, I was able to solve the same issue.
At the first place, even if I ask for a camera unlocking, Netatmo Technical support did not find the correct solution. I had to send the link of this thread. Here is the final answer :
According to my data, the product has locked itself for security reasons. This mechanism has been implemented with one of the latest firmwares to prevent anyone from being able to use the device in the event of theft. This happens when it detects the connection to a new network.
Since the product is still linked to your e-mail address, I was able to unlock it manually and you should now be able to access it again.
NETATMO, PLEASE REMOVE THIS FEATURE OR GIVE HAND TO THE CUSTOMERS ! It's a big waste of time and going to be a mess to buy a second hand camera if not properly removed from previous account. Moreover if you try to remove your camera to solve the problem, Netatmo won't be able to unlock it!!
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