Base station won't pair with app

Community Support
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#7

My Ticket # is 500777

#8

Hey @gdaymte Thank you so much for bringing this to our attention! We are currently in the process of finding a resolution. We will respond to your ticket shortly.

#9

Did you get this sorted?

Got the same issue. Just purchased some Kami gear and both base stations I got won’t pair. Not a great start.

The base station is fully connected and I can see the the connection in the MAC address that it’s active.

#10

Hey @B6637422553 Have you contacted our technical support team?

Please contact support@yitechnology.com. Our stellar team will be able to help troubleshoot this for you

#11

Already did, just waiting to hear back.
Asking on here as I get the feeling they will drag out doing the basic steps, restart etc.

Thanks for getting back.

#12

No. I kept getting the same instructions every time. It was as if they weren’t reading my previous responses. I’m returning the camera to get my money back. I’ve never had trouble with any of my other cameras.

#13

Hey @gdaymte I am so sorry for your frustrations. I recommend contacting support@yitechnology.com. This could be a camera defect and they can begin steps to replace the camera.

#14

I received my kit a couple of days ago. I’m having the exact same problem

1 Like
#15

Hey @Henke thanks for commenting and welcome to our community. Please contact support@yitechnology.com. They will be able to walk you through troubleshooting.

#16

I did and got a standard answer back that was of no help. Replied back and hoping I get some proper help otherwise I will send my camera kit back.

#17

Hey @Henke Can you send me your ticket number? I will follow-up with support

#18

Thanks!
The number is (505969)

#19

I was able to fix this problem. After spending a full day trying to connect the Base Station to my regular YI Home app, I downloaded the Kami Home app (yes it is different but uses the same login as the YI Home app). Steps I followed:

  1. Download the Kami Home app and login
  2. Add the Base Station using the + in the upper right corner.
  3. Go back to the YI Home app.
  4. Unplug the Base Station
  5. Install the battery for the camera
  6. Plug the Base Station in again and let it connect to your internet
  7. Push the button on top of the camera to pair
  8. Use the + in the YI Home app to add the camera.
    I was then able to connected. If you don’t unplug and replug the Base Station it won’t work. You can’t add the wireless camera to the Kami Home app (didn’t work for me).
#20

I’m having pretty much the same problem. I’ve been trying for over a month now to get the Kami Wire Free camera to pair with the Hub. I’ve tried the above instructions with no success. As a matter of fact when I press the add (+) and choose the Wire Free camera the Kami Home App and the Yi Home App stop working and I have to start the App again. The Base station connects to the network and Internet and my phone OK, just not the camera. Have there been any upgrades for this issue?

#21

Hey @Skyliner That sounds super frustrating. I am sorry to hear you’re having troubles. The best next step would be to reach out to our customer service team at www.kamihome.com/comtact.

It may require a swap out of cameras. Let me know if you have any questions.

#22

I did send a report of the problem to support@yitechnology.com, is that the same thing?

#23

Yes it is! Did they supply you with a ticket number when you sent the message @Skyliner?

We had a small glitch yesterday with that email address. If you did NOT get an automated response, please resend the email.

I apologize for any inconvenience. Thank you for your patience.

#24

I did not get an automated reply and ticket number. Message sent again.

#25

Can you share your ticket number? @Skyliner

#26

I haven’t got one yet.

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