Unable to connect Presence

[Rick Aungiers]

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]

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]

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]

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]

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

[Johan_Netatmo]

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]

Do you mean using my iPhone as a Hotspot ?

[KSEC]

What about Ubiquiti AC LITE? Is this supported?

[ricky]

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]

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?