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Re: Welcome Camera is only showing black screen

Posted: 19 Nov 2018, 22:31
by Andferr
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

Re: Welcome Camera is only showing black screen

Posted: 21 Nov 2018, 05:11
by emel
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.

Re: Welcome Camera is only showing black screen

Posted: 21 Nov 2018, 09:46
by oceansielu
Same issue.
Blank screen.
Welcome camera says not connected but uploading videos and sending movement notifications...

Re: Welcome Camera is only showing black screen

Posted: 24 Nov 2018, 01:36
by emel
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.

Re: Welcome Camera is only showing black screen

Posted: 25 Nov 2018, 14:38
by Alaudan
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!

Re: Welcome Camera is only showing black screen

Posted: 26 Nov 2018, 09:22
by kgroenhoej
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.

Re: Welcome Camera is only showing black screen

Posted: 27 Nov 2018, 19:18
by paolov77
Hello, experiencing the same problem... Any help?

Re: Welcome Camera is only showing black screen

Posted: 28 Nov 2018, 10:27
by Guillaume_B_Netatmo
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,

Re: Welcome Camera is only showing black screen

Posted: 27 Mar 2019, 13:51
by benjamin_netatmo
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