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acepaul's profile

Monday, February 20th, 2023 11:27 PM

Indoor Cam Disconnecting

Just installed a new system for our office. The indoor cams rarely stay connected. Sometimes closing and reopening the app will get the connection to come back for a bit. Chatted with support today and they recommended turning off 5GHz wifi. Did that, still no luck. Cameras are plenty close, lasts tests performed at two feet from the station. Base and keypads connect fine with no issues. Thinking maybe a router setting? Unfortunately tier 1 support folks are not tech savvy so no real help there. Any ideas? Router is a TP-Link AX3000.  

4 Messages

1 year ago

FYI - they are sending one replacement camera though if the three I already have don't work, doubt that will change anything. Supervisor said something about escalating my issue. Guess we will see what that means. 

Community Admin

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240 Messages

1 year ago

Hi @acepaul Thanks for taking those steps.

Turning off 5GHz or separating the bands to two different networks would be a good first step. You'd also want to make sure that the router is set to WPA2, and not WPA3. 

Additionally, how far away from the router are the cameras? The cameras we offer will connect to the system via Wi-Fi, whereas other components connect using RF. 

4 Messages

@alexandria_c​  everything seems to be online and working at the moment. The issue may have been another wifi station that we have installed. Even though the cameras were not hooked to it, I had to separate out the 2.4 and 5 GHz frequencies as the signal seemed to interfere with the rest of the system. Hoping you guys come up with a fix for this as most newer devices can work with mixed signals. 

Community Admin

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5.2K Messages

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80 Points

@acepaul agreed, that other WiFi network shouldn't have any effect. WiFi is designed with high traffic in mind!

Let us know if you run into trouble again, and we'll continue troubleshooting.

4 Messages

@alexandria_c​  well never mind, that was wishful thinking. Still having the same issues. Was working better for a moment but now the same disconnections. Hoping this can get escalated to somebody that has in depth technical knowledge. The canned answers from the typical support crew are not very helpful. Distance is not the issue. The camera that is furthest away works the most often. 

Community Admin

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5.2K Messages

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80 Points

Hi @acepaul ,

Just to double-check, have you already tried setting up a Guest or secondary WiFi network (on the same WiFi router)? As Alexandria suggested, we recommend you lock it to 2.4GHz and WPA2 encryption.

You had mentioned making changes to a different WiFi router, but not the one your camera is actually connected to.

And one more thing; we don't normally recommend this because it's a bit tricky for most users, but you could try setting up Port Forwarding for TCP port 8890. That would open up a channel to allow your camera to link up with the app unimpeded.

If that doesn't work, we might need to put you in touch with our escalation team for further assistance.

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