New firmware update issue
Hello, I use my Heimvision HMD2 about 6 months and everything were perfect. After firmware update 2 weeks ago I have big problems.
- Unable to connect to the camera via an iOS application. Only when the camera triggers an alert does it wake up and I can connect.
- The battery used to last over 2 months. Now after the update it is completely discharged after 4 days.
I tried to reset and reconnect the camera to the application, I changed the wifi (the signal is very strong). Nothing helped. Help me please. The camera is unusable now.
Tagged:
Comments
Hello, Redbin, sorry for your inconvenience.
What is you Heimvision APP account, could you please make a screeshot to give us the detail information of your device, thanks
My account is imhored@gmail.com
What screens do you want to send the screenshot to? Device information?
OK, Redbin,
Screenshot in your Heimvision APP, setting----device information, you can upload the device information screenshot here
Are the internet connection between the router and other electronic devices good or not?
Because the camera can't connect the router as normal, so it will connect the router every five minutes automatically, this action will absolutely cost lots of the batter, so it will be discharged soon.
You can check the internet settings in your house, if the connection between the router and other electronic devices are good, you can band the camera with the router for the second time.
My internet connection is still perfect. I have problem with camera after firmware update. Nothing change with my internet or my router settings. I tried more routers from Asus and TP link with the same camera issue.
I can confirm this behaviour. I didn't notice any firmware update, but since Jun 1. I have similar problems. My iOS-App connects very shortly to the camera, then restarts the waiting circle and tells me "bad internet connection".
Camera position normally is outside with a distance of about 2m to the next access-point with a wall between both. Wifi reports 87%. Actually the camera is sitting on my desk with a direct line of sight to the same access-point. Wifi then reports around 95%.
I'm not able to show the information page, because the connection does not work. The camera is communicating with several servers in Europe (I'm in Europe) and does traffic on the network, but there is no robust connection to the app.
I didn't notice the battery issue, because I have a solar panel.
Internet connection here is working ok, as I'm working from home. There are no drops of the connection or changes in ip addresses since a long time.
So? Nothing? Any help or useful idea? Well, I think, I bought piece of crap and I spend my money for nothing. Great product!!!
Hi, Redbin, Sorry for your inconvenience.
We have checked the data and found that the internet connection between this camera and your router is a litter weak,
most times it is a timeout to connect.
You said the wifi signal is strong, however we found the data here the signal is pretty weak.
We found that your camera is a little far away from your router which results in a connection failure,
When the connection fails, the camera will automatically connect to the router,
This consumes a lot of battery, so the camera will quickly discharge.
maybe you need to move the router a little closer with your camera.
Any other questions, please let us know.
Thanks.
Hello heimvisionadmin,
can you do a similar analysis for my camera? Which information do you need for that?
Best regards.
Hello predecker,
thanks for your question.
You should provide the product model of your Heimvision camera, your Heimvision APP account, and make a screenshot of your device information the better, you mentioned that you can't show the information page above, but if we can't see the information page, some data we can't figure it out correctly.
Screenshot in your Heimvision APP, setting----device information, you can upload the device information screenshot here.
Thanks, regards.
Hello,
my camera is a HMD2, the account is predecker "at" gmx.de. I had luck with a screenshot some days ago:
Thanks.
Hello Predecker,
We have checked the data of your accout and found your device is a little abnormal to connect the serve,
could you please reconnect the device or reconfigure the network.
Hope it could sovle your problem.
?️
Hello,
after some days of running since the reset the camera seems to behave normal again.
Thanks for the support. ?️
That's good, it's my pleasure to solve your problems.
?
As I wrote - I tried several types of routers from different manufacturers. The camera was always just inches from the router. Even if the application shows 100% signal strength, the camera does not connect, it does nothing.
Hello redbin,
sorry for your inconvenience
you can contact our aftersale service via email: support@heimvision.com
our colleagues will help you to solve this problem.