Welcome Camera is only showing black screen

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Kanecaine
Posts: 7
Joined: 02 Sep 2017, 11:21

Re: Welcome Camera is only showing black screen

Post by Kanecaine » 14 Nov 2018, 23:55

Today i got the update to v250. I turned on the camera, it had its minutes with no problems, it got the update, it installed it, rebootet and everything seemed fine. Until some minutes later, again a black screen and no image. Now the problem shows up in the security app, the browser as well as in the homekit app. Homekit then also says that the motion sensor is offline.

So with v250 the error still exists. Netatmo support responded to my request with a standard response, in short: reinstalling the security app, resetting the camera and reconfigure it by connecting it directly via USB to a computer and following the steps in the installer app. This was before the update and didn‘t change anything. After a reboot the camera is running fine for some minutes, it streams, it recognizes faces, it installs updates and newly even communicates with homekit. But then after a while something happens everytime and the camera looses its function without freezing completely. Some core functions are still active but without an image and without motion detection it is useless :(

Please help.

Christophe_Netatmo
Posts: 28
Joined: 29 Jun 2017, 10:10

Re: Welcome Camera is only showing black screen

Post by Christophe_Netatmo » 15 Nov 2018, 11:53

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.

Desmond87
Posts: 7
Joined: 27 Oct 2018, 13:30

Re: Welcome Camera is only showing black screen

Post by Desmond87 » 15 Nov 2018, 12:15

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‘ve send you a message. Thanks

Christophe_Netatmo
Posts: 28
Joined: 29 Jun 2017, 10:10

Re: Welcome Camera is only showing black screen

Post by Christophe_Netatmo » 15 Nov 2018, 12:26

Desmond87 wrote:
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‘ve send you a message. Thanks
There is an issue with your camera but it is not related to the firmware v199 or v250.
I have informed the support team, they will get back to you quickly with more information.
Thank you.

Desmond87
Posts: 7
Joined: 27 Oct 2018, 13:30

Re: Welcome Camera is only showing black screen

Post by Desmond87 » 15 Nov 2018, 12:38

Christophe_Netatmo wrote:
Desmond87 wrote:
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‘ve send you a message. Thanks
There is an issue with your camera but it is not related to the firmware v199 or v250.
I have informed the support team, they will get back to you quickly with more information.
Thank you.
thanks for looking into it :)

Kanecaine
Posts: 7
Joined: 02 Sep 2017, 11:21

Re: Welcome Camera is only showing black screen

Post by Kanecaine » 15 Nov 2018, 18:49

i‘ve also sent a pm. Many thanks in advance.

edit: got a reply, seems to be a hardware issue. It‘s a bit strange cause the camera is running normaly for some minutes after a reboot. Broken after 1.5 years, bummer.

rayray
Posts: 1
Joined: 11 Nov 2018, 15:04

Re: Welcome Camera is only showing black screen

Post by rayray » 15 Nov 2018, 22:06

Send PM

Desmond87
Posts: 7
Joined: 27 Oct 2018, 13:30

Re: Welcome Camera is only showing black screen

Post by Desmond87 » 17 Nov 2018, 09:03

Kanecaine wrote:i‘ve also sent a pm. Many thanks in advance.

edit: got a reply, seems to be a hardware issue. It‘s a bit strange cause the camera is running normaly for some minutes after a reboot. Broken after 1.5 years, bummer.
Same for me. My Welcome seems to have a hardware issue as well. Fortunately I can easily send the camera back to my reseller and get the money back as the camera is just a few month old. However, it is still a pitty - I really liked the camera.

But the even worst thing is, that my other camera (Netatmo Presence) have the same issue now and just stopped working after the Support connected to the other camera for investigation :( I've created the next support ticket and hope there is only some hiccup on the server side with my camera setup.

Kanecaine
Posts: 7
Joined: 02 Sep 2017, 11:21

Re: Welcome Camera is only showing black screen

Post by Kanecaine » 17 Nov 2018, 09:15

Feeling with you and wish you good luck. My presence is still running normal. I bought the welcome from a reseller and i‘m hoping for warranty replacement.

Still can‘t imagine what a hardware issue this should be, which is running the camera without problems for some minutes. A heat problem after such a short time of operation? And the same problem reported by at least 3 customers at nearly the same time?

Desmond87
Posts: 7
Joined: 27 Oct 2018, 13:30

Re: Welcome Camera is only showing black screen

Post by Desmond87 » 19 Nov 2018, 18:49

Kanecaine wrote:Feeling with you and wish you good luck. My presence is still running normal. I bought the welcome from a reseller and i‘m hoping for warranty replacement.

Still can‘t imagine what a hardware issue this should be, which is running the camera without problems for some minutes. A heat problem after such a short time of operation? And the same problem reported by at least 3 customers at nearly the same time?
I also don't know why this happened. Regarding my Presence: the support just answered today. My Presence is also broken and I have to return it.

2 broken cameras within one week :-(

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