Welcome Camera is only showing black screen

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Andferr
Posts: 3
Joined: 18 Jan 2018, 21:35

Re: Welcome Camera is only showing black screen

Post by Andferr » 19 Nov 2018, 22:31

I have this problem, too, even though it seems to me that it has never happened to me today.

Yesterday I opened the app and saw the black screen, at some point, in the list of activities, it appeared the Webcam's disconnect message, so I closed the app, but I never got any notification of disconnection. After 10 minutes, I reopened the app and in the list of activities the massage was missing as nothing happened

emel
Posts: 5
Joined: 01 Apr 2018, 08:39

Re: Welcome Camera is only showing black screen

Post by emel » 21 Nov 2018, 05:11

I have a Welcome doing the same black screen thing too. I have power cycled it, and reset my router but to no avail.

I also have two Presences which are acting weird, they say they are not connected, but seem to be half working and at least uploading videos to dropbox.

This all started very recently.

oceansielu
Posts: 1
Joined: 21 Nov 2018, 09:44

Re: Welcome Camera is only showing black screen

Post by oceansielu » 21 Nov 2018, 09:46

Same issue.
Blank screen.
Welcome camera says not connected but uploading videos and sending movement notifications...

emel
Posts: 5
Joined: 01 Apr 2018, 08:39

Re: Welcome Camera is only showing black screen

Post by emel » 24 Nov 2018, 01:36

emel wrote:I have a Welcome doing the same black screen thing too. I have power cycled it, and reset my router but to no avail.

I also have two Presences which are acting weird, they say they are not connected, but seem to be half working and at least uploading videos to dropbox.

This all started very recently.
All my devices starting working properly again without me doing anything. Good news I suppose but pretty discomforting. It feels like there was a service issue that was quietly fixed.

Alaudan
Posts: 1
Joined: 25 Nov 2018, 14:30

Re: Welcome Camera is only showing black screen

Post by Alaudan » 25 Nov 2018, 14:38

Christophe_Netatmo wrote:For those still having this kind of issues, please send me your mac addresses by private message.
It will help us to investigate what is going wrong with your cameras.
I have the same problem since a week now but i‘m not allowed to send private messages.
Anything else i can do?

Thank you!

kgroenhoej
Posts: 10
Joined: 28 Jun 2018, 19:46

Re: Welcome Camera is only showing black screen

Post by kgroenhoej » 26 Nov 2018, 09:22

emel wrote:
emel wrote:I have a Welcome doing the same black screen thing too. I have power cycled it, and reset my router but to no avail.

I also have two Presences which are acting weird, they say they are not connected, but seem to be half working and at least uploading videos to dropbox.

This all started very recently.
All my devices starting working properly again without me doing anything. Good news I suppose but pretty discomforting. It feels like there was a service issue that was quietly fixed.
Same situation here. I just left the camera alone and suddenly it worked again.

paolov77
Posts: 15
Joined: 25 Dec 2014, 19:10

Re: Welcome Camera is only showing black screen

Post by paolov77 » 27 Nov 2018, 19:18

Hello, experiencing the same problem... Any help?

Guillaume_B_Netatmo
Posts: 141
Joined: 08 Nov 2017, 11:45

Re: Welcome Camera is only showing black screen

Post by Guillaume_B_Netatmo » 28 Nov 2018, 10:27

Hello,

For those of you who experience difficulties with their cameras, I invite you to contact our support directly using the following link:

- https://www.netatmo.com/en-eu/helpcenter/security/2

That way, we will be able to provide a more efficient and personalized assistance as we will need to investigate your camera's log file.
I thank you for your comprehension and wish you a nice day,
Guillaume
Technician specialist

benjamin_netatmo
Posts: 243
Joined: 15 Mar 2019, 10:33

Re: Welcome Camera is only showing black screen

Post by benjamin_netatmo » 27 Mar 2019, 13:51

Dear Netatmo Customer,

You reported a bug and made feedbacks, we are re-opening the Beta-Test program and we are looking for ambassadors to try new products, find out more and check its benefits here!

https://forms.office.com/Pages/Response ... VJVkNRSy4u

The Netatmo Team

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