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No camera access on galaxy note3 and iphone 5 since the last updates

Frequent Visitor

No camera access on galaxy note3 and iphone 5 since the last updates

Since the last 2 updates to the app I have not been able to access the camera on my xh service on either my note 3 or iPhone 5. We can access via the Web portal or touch screen but not our phones. Wifi or no wifi. I have rebooted the touch screen and power cycled the camera same results. My note is on android version 4.4.2. The iPhone is the most recent version but I don't know it off hand. I wanted to add that on my note 3 it just goes to a black screen with a camera icon. No error message. All other features of the app work great. I'm not sure if the iPhone is getting an error message. I did try clearing the stored cache and data but still have the same issue.
Official Employee

Re: No camera access on galaxy note3 and iphone 5 since the last updates

Hi wbeartn, 

 

Thanks for all the troubleshooting info you have provided. We are investigating your problem.

 

Shannon




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Frequent Visitor

Re: No camera access on galaxy note3 and iphone 5 since the last updates

Still no access. Any news yet it's been a while
Official Employee

Re: No camera access on galaxy note3 and iphone 5 since the last updates

Hi,

 

I apologize for the delay. I am reviewing your account and will have an update for you shortly.

 

Shannon




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Official Employee

Re: No camera access on galaxy note3 and iphone 5 since the last updates

We've identified an issue and will have a fix soon.

 

Shannon




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Frequent Visitor

Re: No camera access on galaxy note3 and iphone 5 since the last updates

Thank you for such a fast reply.
Frequent Visitor

Re: No camera access on galaxy note3 and iphone 5 since the last updates

Do we have an update? I have also noticed that the new app on my x1 box will not show the camera feed
Official Employee

Re: No camera access on galaxy note3 and iphone 5 since the last updates

We are still testing the new version. An upate will be out soon; I promise! As for the other issue, I will open a ticket.

 

Shannon




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Frequent Visitor

Re: No camera access on galaxy note3 and iphone 5 since the last updates

I have a Galaxy S4, and can't access the cameras whether in my home or away, it always says camera unavailable. I've about given up. Great idea, but the app barely works. With what I pay for this service, it is beyond frustrating to have this issue. I've uninstalled the app, reinstalled, rebooted the touch screen and cameras, all to no avail. Any ideas on what I can do, as I'm still under contract, thankfully for less than a year left.
Frequent Visitor

Re: No camera access on galaxy note3 and iphone 5 since the last updates

I did get my issue resolved. I had the old touch screen for my xfinity home, they replaced it with the new android touch screen and everything has worked fine since for all my devices.
Frequent Visitor

Re: No camera access on galaxy note3 and iphone 5 since the last updates

Great, Thanks. We have the old touch screen as well. I'm a little nervous that it's a sales team that I have to talk to about replacing it, as I don't think I'll pay extra for it, but I'll find out when they open.