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Unable to see videos

Posted: 12 Aug 2019, 22:20
by Pklaffenbach
I’m trying to set up my camera. So far I can see the little pics in the app but I’m unable to see the videos or the live stream. I also can’t make any changes to the camera settings. From apple home I can see the live stream but I realize that there are different ways to access the camera. Support said the camera cannot connect to the server and told me to open ports update 500 and 4500 for the camera‘s ip. I followed the advise but didn’t help. So far no more mails from the support.
I’ve disabled all security functions and firewalls but without success.
Any suggestions from the crowd?

Re: Unable to see videos

Posted: 13 Aug 2019, 12:04
by Guillaume_B_Netatmo
Hello Pklaffenbach,

I checked your ticket and we were actually waiting for news from your side. However, I'm not sure to clearly understand your request as you never mentioned any streaming difficulties on your ticket.
I therefore took it over and send you a message.

I thank you in advance and look forward to hearing from you,

Re: Unable to see videos

Posted: 14 Aug 2019, 21:17
by Pklaffenbach
Dear Guillaume

Thanks for the reply. Unfortunately, I have not received an email from you. I am in contact with Ali from the support team.
My issue is that I can see events and thumbnails but cannot see videos or live stream. I can see the live stream in apple home but this is using a different connection i believe.
Ali advised me to open udp ports 500 and 4500 for the camera ip. I did but without success.

That’s the status