can't connect,help

Tips, tricks and frequently asked questions
KristoRisto
Posts: 6
Joined: 02 Jan 2018, 15:17

can't connect,help

Post by KristoRisto » 02 Jan 2018, 15:29

When it's plugged in with AC, it turns green, flashes once, and then turns red. I tried to flip it over to get bluetooth to turn on but it didn't.

When I try to connect on the computer via USB and the app, the LED turns a bright bluish green and blinks, but the app keeps saying, "Could not connect, try again".

Please help me :(
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jofre_netatmo
Posts: 715
Joined: 18 Jun 2014, 15:09

Re: can't connect,help

Post by jofre_netatmo » 02 Jan 2018, 15:32

Hello,
Please contact our Support Team so they can help you find a solution.
Thanks,
Jofre - Netatmo Team

KristoRisto
Posts: 6
Joined: 02 Jan 2018, 15:17

Re: can't connect,help

Post by KristoRisto » 02 Jan 2018, 15:37

I sent a message to them 3 days ago and I did not receive an answer.

groovyclam
Posts: 12
Joined: 28 Dec 2017, 22:25

Re: can't connect,help

Post by groovyclam » 04 Jan 2018, 07:19

I had problems connecting during setup after my Welcome upgraded to firmware v180.
You might have to open ports 4500 and 500 in your internet router.
Look for something like "Port Triggering Setup" in your router's config pages and add ports 500 and 4500 manually. Allow both the TCP and UDP protocols.
If your Port Triggering page adds ports in a range DO NOT add them as a single range from 500-4500, instead add two entries of ranges 500-500 and 4500-4500.
Save your router's config to a file on your computer before you change any of it in case it gets messed up and you can restore it to normal.
After you have added the ports, reboot your router, let it have 5 minutes peace to get connected back to the internet and then try the Welcome setup from the start.
Last edited by groovyclam on 04 Jan 2018, 13:09, edited 3 times in total.

KristoRisto
Posts: 6
Joined: 02 Jan 2018, 15:17

Re: can't connect,help

Post by KristoRisto » 04 Jan 2018, 08:58

Thanks groovyclam for help but I never conect it to my router it is first setup.

groovyclam
Posts: 12
Joined: 28 Dec 2017, 22:25

Re: can't connect,help

Post by groovyclam » 04 Jan 2018, 13:07

Oh sorry, I didn't read that the blue light isn't coming on when you flip it over.

I would still try adding the ports to your router though, because I found the Error numbers and popups can be very erratic in what they were telling me to do when I was having problems connecting. They didn't seem to say the same thing from each attempt to the next.

When you flip the Welcome over you have to wait about 30 seconds for the blue light to come on and it is very pale and flashes slowly on mine.

Someone from Netatmo support please help this guy...!

KristoRisto
Posts: 6
Joined: 02 Jan 2018, 15:17

Re: can't connect,help

Post by KristoRisto » 06 Jan 2018, 13:30

I oppened the port as you sugested


Blue color is only when I connect to computer via USB but I have error message

"Sorry, we lost the connection to Welcome, Setup will restart"

it still does not work :(
Attachments
Nowy obraz mapy bitowej.jpg

groovyclam
Posts: 12
Joined: 28 Dec 2017, 22:25

Re: can't connect,help

Post by groovyclam » 06 Jan 2018, 20:04

I don't know what you can do now, other than wait for customer support to get back to you.

ubik
Posts: 129
Joined: 20 Sep 2016, 10:45

Re: can't connect,help

Post by ubik » 09 Jan 2018, 10:09

When I first set up my welcome I was not able to configure it in wireless mode and I was very close to returning it. As a last chance I tried to set it up using the USB cable connection to a Windows PC and it worked. After the initial setup you can remove the USB cable and everything should work fine.
Although annoying you may try this way.

KristoRisto
Posts: 6
Joined: 02 Jan 2018, 15:17

Re: can't connect,help

Post by KristoRisto » 10 Jan 2018, 20:02

I've tried it a lot times but nothing works

I dont know what to do :(

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