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Frequently can't access cameras

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Message 1 of 6
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As I have reported to customer support and Comcast technicias, I frequently have trouble accessing my camera(s) from the Xfinity Home app - It simply says "Could not connect to camera." Added an additional camera and I now have the problem with one or both at various times. The technician indicated it was a common problem and had not yet been fixed. I have had this problem frequently for the entire time I have had Home security (over two years). 

 

There is no reliable solution - force quitting the app, logging out, etc do not really help. Rebooting the camera sometimes works, but typically when I have had this problem at home, I can see the camera on my touchscreen. So it is not a connectivity or camera problem. This happens about 30% of the time

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Posted by
Service Expert

Message 2 of 6
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11berg wrote:

As I have reported to customer support and Comcast technicias, I frequently have trouble accessing my camera(s) from the Xfinity Home app - It simply says "Could not connect to camera." Added an additional camera and I now have the problem with one or both at various times. The technician indicated it was a common problem and had not yet been fixed. I have had this problem frequently for the entire time I have had Home security (over two years). 

 

There is no reliable solution - force quitting the app, logging out, etc do not really help. Rebooting the camera sometimes works, but typically when I have had this problem at home, I can see the camera on my touchscreen. So it is not a connectivity or camera problem. This happens about 30% of the time


I only have two cameras, but they sometimes get unplugged for one reason or another.  How is your system installed?  Mine is using my Comcast gateway and it is centrally located between my camerals.  Maybe you have wifi issues.  Have you looked at your wifi signal strength?




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Message 3 of 6
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Ditto... Same issue for me. Camera Events saved on the cloud will not play on mobile app. I have to log on via desktop or laptop to see recorded motion events.
Posted by
Official Employee

Message 4 of 6
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Hello all,

 

11berg - It seems like there is a connectivity issue or wireless interference between the cameras and gateway. Have you ever tried an ethernet connection for your XH system? You have mentioned you can see the cameras on your touchscreen but have you checked the touchscreen at the same time when you had issues with the app?

 

Hensleyx5 - Are you getting any error message on the app? 

 

Please, I will need you both to try the following:

 

- Reboot the gateway

- When gateway back online, reboot the touchscreen

- Reboot cameras

- Wait until camera image is on the touchscreen and then check app for video.  

 

Also, please try mobile device via wifi and then cell connection to see if the image pops in




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Posted by
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Message 5 of 6
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All if this remedies have been tried. Technicians have inspected but the regular problems persist. I was promised an escalation of service but no response.
Posted by
Official Employee

Message 6 of 6
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Hi 11berg, I can escalate this issue for you so that the problem get's resolved. When was the last time you had a tech come out to your home and inspect the cameras and your Wi-Fi single? I recommend that we get a tech scheduled to come out and repair this issue for you, if you have already performed the steps above the cameras may be too far away to get an adequate signal in order to operate. The tech came boost your signal, or move the modem to a more central location that can support your cameras. 




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