Camera shows no livestream outside the home network

Tips, tricks and frequently asked questions
fastzapper
Posts: 12
Joined: 03 Oct 2017, 10:28

Camera shows no livestream outside the home network

Post by fastzapper » 29 Jan 2019, 08:45

If I want to access via LTE or foreign wlan on my live videos of my 3 cameras (2xWelcome, 1xPresence) via IOS app, I will only see a still image. In the home network it works.

fastzapper
Posts: 12
Joined: 03 Oct 2017, 10:28

Re: Camera shows no livestream outside the home network

Post by fastzapper » 31 Jan 2019, 11:39

only I have this problem?

Guillaume_B_Netatmo
Posts: 100
Joined: 08 Nov 2017, 11:45

Re: Camera shows no livestream outside the home network

Post by Guillaume_B_Netatmo » 04 Feb 2019, 11:06

Hello fastzapper,

In order to access the camera over foreign networks using HomeKit requires a HomeKit HUB (https://support.apple.com/en-us/HT207057)
If you encounter difficulties to access the camera using your Netatmo Security application or if you have a HomeKit HUB but can't access the LiveStream via HomeKit, I would appreciate if you could contact us via our Help Center:

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

I thank you for your comprehension and wish you a nice day!
Guillaume
Technician specialist

Mir88d
Posts: 4
Joined: 02 Oct 2018, 21:09

Re: Camera shows no livestream outside the home network

Post by Mir88d » 21 Mar 2019, 10:29

My wife have same experience, and via HomeKit app too.
When she outside our home she can’t see live stream via security app and via Home app. She act as guest user. But I don’t have this problem.

And yes we have HomeKit hub via Apple TV 4

Guillaume_B_Netatmo
Posts: 100
Joined: 08 Nov 2017, 11:45

Re: Camera shows no livestream outside the home network

Post by Guillaume_B_Netatmo » 21 Mar 2019, 11:15

Hello Mir88d,

Could you please create a request via our Help Center so we can provide a personalized assistance? Please be assured we will answer you promptly.
(Links available above your message)

I thank you in advance!
Guillaume
Technician specialist

ftr1873
Posts: 6
Joined: 11 May 2019, 18:16

Re: Camera shows no livestream outside the home network

Post by ftr1873 » 13 May 2019, 18:11

Was there a final outcome for this problem. I am having similar issues but Netatmo customer support are stuck too.

Guillaume_B_Netatmo
Posts: 100
Joined: 08 Nov 2017, 11:45

Re: Camera shows no livestream outside the home network

Post by Guillaume_B_Netatmo » 13 May 2019, 18:22

Hello ftr1873,

Thanks for your message.
Even if the symptoms appear to be similar, the situation might not be the same, I therefore strongly suggest you open a ticket as well so we can investigate properly on your case.

I thank you for your comprehension and will make sure you get an answer quickly!
Guillaume
Technician specialist

ftr1873
Posts: 6
Joined: 11 May 2019, 18:16

Re: Camera shows no livestream outside the home network

Post by ftr1873 » 13 May 2019, 20:00

Guillaume,

A ticket has been opened but unfortunately even Netatmo seem to be stuck.

Guillaume_B_Netatmo
Posts: 100
Joined: 08 Nov 2017, 11:45

Re: Camera shows no livestream outside the home network

Post by Guillaume_B_Netatmo » 14 May 2019, 10:24

Hello,

Thanks for your answer. I sent you a private message so we can have a closer look on your ticket.
I thank you for your comprehension,
Guillaume
Technician specialist

Mir88d
Posts: 4
Joined: 02 Oct 2018, 21:09

Re: Camera shows no livestream outside the home network

Post by Mir88d » 21 May 2019, 09:27

Mir88d wrote:
21 Mar 2019, 10:29
My wife have same experience, and via HomeKit app too.
When she outside our home she can’t see live stream via security app and via Home app. She act as guest user. But I don’t have this problem.

And yes we have HomeKit hub via Apple TV 4
I find a solution for me! Maybe it helps other.
Apple TV recovery via DFU mode can help. All you need a computer with installed iTunes and USB-C or micro USB cable. Depends on version of Apple TV.
How to recover instruction: https://www.idownloadblog.com/2016/03/0 ... very-mode/

Now me and my wife can access to live stream via every type of connection and watch it in Security app and Home app too!

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