Unable to connect Presence

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Rick Aungiers
Posts: 9
Joined: 16 May 2017, 23:12

Unable to connect Presence

Post by Rick Aungiers » 16 May 2017, 23:21

I have just received my Presence camera but cannot get it to work. Within App I log into my wi-for it finds the camera with the white lights flashing Also have tried holding up QR code. Then it tries to get the camera to connect to my wi-fi network but it ALWAYS fails. Any suggestions please ?

Johan_Netatmo
Posts: 308
Joined: 13 Jan 2014, 10:05

Re: Unable to connect Presence

Post by Johan_Netatmo » 17 May 2017, 10:23

Could you be more specific ? Which device are you using ? What Wi-Fi rooter do you have ? What's the error message and when does it appear ? A screenshot might help.

Rick Aungiers
Posts: 9
Joined: 16 May 2017, 23:12

Re: Unable to connect Presence

Post by Rick Aungiers » 17 May 2017, 10:37

Hi. The message I get is "An unknown error has occurred please try again. " Using Presence camera Wi-fi router works fine with all other Netatmo products (weather) Thanks

Johan_Netatmo
Posts: 308
Joined: 13 Jan 2014, 10:05

Re: Unable to connect Presence

Post by Johan_Netatmo » 17 May 2017, 13:42

All our products doesn't work the same. Setup process isn't the same if your on iOS or Android. We did found issues with some routers. Which one are you using ? Best try is to use another router for now. The camera will be able to update itself. If the problem persists you need to contact the support team at contact-support@netatmo.com

Rick Aungiers
Posts: 9
Joined: 16 May 2017, 23:12

Re: Unable to connect Presence

Post by Rick Aungiers » 17 May 2017, 20:58

Hi
Thank you for the reply My router is TP Link AC 1200 is it compatible with the Presence camera Please ?

Johan_Netatmo
Posts: 308
Joined: 13 Jan 2014, 10:05

Re: Unable to connect Presence

Post by Johan_Netatmo » 18 May 2017, 10:01

Those doesn't work... They doesn't respect the norme. Could you try with another one ? Maybe an iPhone in access point ? If the camera update itself, it might work. But you need to complete the installation once first.

Rick Aungiers
Posts: 9
Joined: 16 May 2017, 23:12

Re: Unable to connect Presence

Post by Rick Aungiers » 23 May 2017, 22:32

Do you mean using my iPhone as a Hotspot ?

KSEC
Posts: 1
Joined: 07 Jul 2017, 23:43

Re: Unable to connect Presence

Post by KSEC » 07 Jul 2017, 23:47

What about Ubiquiti AC LITE? Is this supported?

ricky
Posts: 1
Joined: 23 Jul 2017, 16:00

Re: Unable to connect Presence.... me too

Post by ricky » 23 Jul 2017, 16:25

hi, I've just mounted my new Presence, downloaded android app on Samsung Galaxy 5S and tried to connect camera, after registration.

Note: after connecting electric plug, the camera light turned on.

The very first time, after starting the android app to configure camera, the camera lights started blinking... so it seemed to me all was ok, but.... app did not change configuration page and continue asking if light is brilliant.... after a while the camera stop blinking leds, but if I scan QR code, leds start blinking again, but android app remains in configuration page, waiting for camera...

Note: before installing I checked wifi signal and all is ok.
Note: looking on my phone for stored wifi connection, now I see a Netatmo-Presence-28124A (ip 192.168.43.144).

My router: Netgear Nighthawk X4S D7800 with 2.4 GHz and 5 GHz wifi on, with WPA2-PSK (AES) encryption. DHCP active on range 10.0.0.100 to .150.

What do you think about?
Thanks in advance

djk720
Posts: 1
Joined: 25 Jul 2017, 13:41

Re: Unable to connect Presence

Post by djk720 » 25 Jul 2017, 13:49

My Presence doesn't connect as well using a Fritzbox4790.
using my iPhone6 as access point gets me one step further in the setup process before it comes back with the error message 'device can't connect to your camera'.
Any advice from Netatmo?

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