Hi Steven,
the supoort ticket is 515477
They told me to reboot the router, reinstall the app again, etc. But nothing about the issue with the current version, or if they are aware to patch this issue.
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510808 is my ticket number
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Thanks for providing your ticket #'s @Emili @buddy426
I’ll be in touch with more information this afternoon.
Hope everyone is having a lovely day! Thanks for your contribution to the community!
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How do I get ahold of support by phone in the US? Need to try and get answers.
Hey @buddy426 this thread is for SD cards but are you also a cloud subscriber? At this time, we only provide phone support for cloud subscription holders. We have to excellent chat and email support otherwise. Tap this link here
https://kamihome.com/contact/
No I only use SD cards. They quit replying to my email a couple weeks ago.
I got a disappointing reply from suport suggesting that maybe it will never be solved. After that, I received a mail to evaluate the satisfaction for the support case, so it seems closed.
This is the reply received:
I would be happy to relay this to our engineers for a potential future update.
While there is no guarantee that this request will be implemented, we are constantly working on new software features to enhance your experience that will be helpful for the majority of our customers.
For any further assistance needed, please don’t hesitate to contact us again.
I’m confused what won’t be fixed? SD playback is functioning for me.
What exactly are you experiencing. What platform what devices, what cameras.
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It’s the original cameras on Android app
So is support saying they are end of life and no longer operational? If so have they said what changed to make it this way and the reason why?
Are all the customers impacted by this on Android?
Support isn’t really saying anything regarding EOL. But product can still be bought so don’t think that is the issue. iPhone app still works fine with those original cameras. Just the latest play store update affects the playback. Rolling back the app also corrects the issue
It is strange why Yi would effectively ‘break’ the product then. It would be good to see if anyone else on Android is not facing the same issue with the camera.
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Hello Community. Thank you for bringing this to our attention. This issue is not widespread and only a small number of people have been affected.
There is nothing being EOL. We apologize if there was any confusion there.
Please make sure your app is up to date. Your firmware is up to date. Your wifi connection is strong. Your SD cards on configured correctly.
@Emili Are you sure this is the correct ticket number? 515477?
@buddy426 Can you please send us screenshots of any information or error message that comes on screen?
I thank all for your patience. I hope all are having a great week.
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Yes, ticket 515477.
All you ask for (wifi, firmware, sd card) is fine and was checked. I couldn’t access the camera’s timeline with iOS or with Android app version 4.80_5 if that was the problem, and there is no problem on iOS or this old app version.
The problem starts with android versions newer than 4.80_5.
Regards.
What devices are you using and what are your operating system level for each device.
It’s strange that you mention ios. I have multiple iOS devices and working without issue. I have also tested two android devices (both Samsung) and they are working fine.
If you can be more detailed on your set up that may help to diagnose this issue for you.
I said withi iOS works FINE.
The problem is only with old yi cam with
firrnware version 2.1.1_20171024151200 and android app newer than 4.80_5.
With iOS or ipadOs ther isn’t any problem.
I have newer cams with FW 8.2.0.0A_202012041528 and have no problem on any device, iOS or android no mather what version they work fine.
I’m sure @Steven_Kami will keep on with the technical team about this issue as there must be something that isn’t quite right between the many versions of android in use.
I do know that some manufacturers retire the use of certain o/s levels for example Blink recently no longer supports iOS 10. But from what Steven said previously that is not the case here.
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It is very mind boggling, but as of now I’m just not updating my Yi app. Just fyi I keep trying the Kami app (which are basically the same) to see if the newest version fixes the issue.
Hello @Gargox Have you updated your app recently? We have released an app update that addresses playback issues with SD card.
Update your app and test SD card playback. Keep us posted.
@Steven_Kami just installed the latest Kami app and still no good with playback on the original yi cameras. All newer cameras work fine.
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