Netatmo Presence cant setup

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RedB73
Posts: 3
Joined: 25 Dec 2018, 19:23

Netatmo Presence cant setup

Post by RedB73 »

Hi,

I have recently bought a Netatmo Presence Camera, when setting it up it connects and works perfectly with Apple Homekit, but weird enough, it does not work with the Security (Netatmo) App.

It keeps saying - "Unable to etablish secure connection. This might be due to a special router configuration. If the problem persists, contact the Netatmo Support."

I have been in contact with support and I have tried all the things they recommed with Router setup etc. - but it still does not work, it can't be setup up in the Netatmo App :roll:

And yes, weird that through Homekit it works perfectly both when being WIFI connected to the router and also when being outside the local network, connecting through Appe Hub - I guess if connection is secure enough for Apple, then I am sure it is also secure enough for Netatmo???

Someone help me connect to the Netatmo app so that it can also start recording and sending messages when some enter my garden ;)

Untill now the money paid for the Netatmo Presence is waisted, it could have saved some money and bought a regular cam instead :roll:
RedB73
Posts: 3
Joined: 25 Dec 2018, 19:23

Re: Netatmo Presence cant setup

Post by RedB73 »

Hello..... is any body out there to support the new owners of Netatmo so that we can use the products?
Guillaume_B_Netatmo
Posts: 141
Joined: 08 Nov 2017, 11:45

Re: Netatmo Presence cant setup

Post by Guillaume_B_Netatmo »

Hello RedB73,

Our services were closed yesterday as it was Christmas.
Could you please provide me with your ticket number or the email address used to contact us so I can check this? (Feel free to send me a PM)

I thank you in advance and wish you a nice day,
Guillaume
Technician specialist
JonyBCN
Posts: 7
Joined: 29 Dec 2018, 14:53

Re: Netatmo Presence cant setup

Post by JonyBCN »

RedB73 wrote:Hi,

I have recently bought a Netatmo Presence Camera, when setting it up it connects and works perfectly with Apple Homekit, but weird enough, it does not work with the Security (Netatmo) App.

It keeps saying - "Unable to etablish secure connection. This might be due to a special router configuration. If the problem persists, contact the Netatmo Support."

I have been in contact with support and I have tried all the things they recommed with Router setup etc. - but it still does not work, it can't be setup up in the Netatmo App :roll:

And yes, weird that through Homekit it works perfectly both when being WIFI connected to the router and also when being outside the local network, connecting through Appe Hub - I guess if connection is secure enough for Apple, then I am sure it is also secure enough for Netatmo???

Someone help me connect to the Netatmo app so that it can also start recording and sending messages when some enter my garden ;)

Untill now the money paid for the Netatmo Presence is waisted, it could have saved some money and bought a regular cam instead :roll:
I'm in the same situation, except that since I could not connect, I do not have the Homekit code, so basically I have a $ 200 paperweight that does not do anything.
How have you managed to connect to Homekit without the app?
frav
Posts: 72
Joined: 16 Mar 2016, 18:21
Location: Sweden (Westcoast)

Re: Netatmo Presence cant setup

Post by frav »

When i configured my two first Presence I got error messages & the installation failed. I found out that my smartphone was on 5.0GHz WiFi & that the Presence only works on 2.4GHz WiFi. Both the 2.4 & 5.0 WiFi had the same SSID & was on the same subnet, but no luck. When I forced the smartphone to 2.4GHz WiFi, the configuration went well. So it seems like that the smartphone device & the Presence have to be at the same frequency to be able to be configured, at least that was what solved my initial configuration issues.

I don't know if it could be something like this you are facing.
Fredrik from Sweden
2x Netatmo Urban Weather Station, 6x indoor sensors, 2x Rain Gauge, 2x Wind Gauge
9x Netatmo Presence @ 64GB Kingston High Endurance microSDXC [R95/W30] (SDCE64GB)
ChrisL
Posts: 6
Joined: 04 Feb 2019, 15:59

Re: Netatmo Presence cant setup

Post by ChrisL »

I've had the same issue... with IOS 12 Iphone X ... used a old Iphone 5 with IOS 9 and that worked perfectly... It took me hours to found that out if the Presence is in config mode (blinking) you can see the Presence device in the iphone general ->wifi menu.... as AIRPORT autoconfig device... but inpossible to auto config it with IOS12... IOS 9 worked in one go... NetAtmo need to fix this in a firmware update.
KarelB
Posts: 1
Joined: 22 Mar 2019, 09:38

Re: Netatmo Presence cant setup

Post by KarelB »

Hello

After one week of trail, still no luck.

The app keeps failing on completing setup. I can see my camera in my network list. I tried installing it with iPad (3) and IOS 11, iPhone X IOS 12, Android something ... . My network setup is a Unifi Setup, I tried to connect directly to my wireless router without Unifi. Still nothing.When showing reset code, the light is not downing anything. The setup QR works fine. I turned off 5ghz.

Can anyone help?
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benjamin_netatmo
Posts: 242
Joined: 15 Mar 2019, 10:33

Re: Netatmo Presence cant setup

Post 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
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