It depends if it is Yi or something Apple have done. Your experience is very strange.
With what you have tried the only unique elements here is your phone and iOS version. You have tried the two different apps and you can log into the online log on. And it happens on both mobile data networks and a landline fibre service.
Is there another device (maybe even Android) you could try?
Hi,
I have also tried my sister app, she is on Samsung and I can’t connect on hers either.
Very very strange. What mobile/cell network is your sister’s Android on or did you try on ISP network? It is a very odd scenario you are experiencing. The only other thing you could try is trying to set up a new account (which would need a different email address).
But you have taken so many variables out:
To summarise you have used:
Very strange scenario this. I would be tempted to log a case with Customer Services
… and detail everything you have tried including a link to this forum thread.
Hi,
Thanks for you response.
My sister with the android phone is also on three network but sky broadband and both won’t work. She also has a Kami camera and she can’t get her app to load with her log in details.
I have already contacted customer services and they have refused to escalate to the technical team saying since I bought both cameras in 2019 I have broken them. And they can only offer me 30% to buy a new camera from them.
I’m really struggling to get this to work and I don’t believe I am the only one, especially now that my sisters Kami camera doesn’t work and @Jonathon88 is also facing issues. Can @Steven_Kami escalate to the technical team since customer services refuse to
Hey everyone - thanks for your patience. I will talk to our team here but if you are on Three Network, we have reports of Three Network outages that eventually resolve and nothing can be done on our end to resolve it. But, you’ve tried different carriers so, again very strange. Let me check with our team here and get back to you with any info I find out.
Can you send me any ticket numbers you have with our support team?
Hmmm…it looked like that last bug update fixed this issue with missing history but today, I went to look back on my SD card and once again, no history. It’s only on my Dome 1080p The outdoor camera SD Card History is accessible as it was prior to that UI Update that caused the problem to begin with.
Good thing - I know the history is there on my SD card because we can view it on our Desktop Computer. It’s only the app that won’t allow it and tells us there is no video.
It seems to work until Midnight each night and then it clears out the history (on the app only…not the Desktop). It’s an access problem. I have IOS 14.8.
I don’t know when it quit working again because it was seemed to be fixed on October 9th. Today was the first day I went back to view SD Card history and saw it was gone again.
So, not fixed afterall.
Hi,
How can I get a ticket number? The customer care team wouldn’t do anything to escalate
Hey @Toobusy Can you try updating your app? And, what app version are you on? If you go to your account, then about, you’ll find the app version.
Dear all. im my Ipad, boath YI Home and Kami Home, stil have the same problem with no fix for panoramic position (horizontal) of the image. It is hard …
Any results in your side?
Regards. José
Sorry, I never seem to get email notification of new posts to the community so I just saw your request. It is now Novermber 21 and the issue is still ongoing. SD Card history on my Dome 1080 camera is no longer available for viewing after midnight. At midnight, it resets and I can only view the current day (24 hours) Through the app and it then resets at midnight and I get the black screen saying history is no longer available on SD card (something like that, I don’t have the exact wording at the moment).
There has been a couple or even 3 updates since this started and it’s still happening. I unstalled, reinstalled the app several times. Deleted the camera and reinstalled it. The outdoor camera is working as expected. It’s on SD Card as well but I can view the history for from several days back.
Version 5.3.0 but started a few updates ago after the big UI upgrade in October.
Been waiting patiently for this to be corrected and have seen others with the same issue and the same camera - Dome 1080p
@Steven_Kami ~ Looks like update 5.3.1 has broken the app slightly.
Try zooming in then see if you can move to an area at the edge of the camera…… you cant.
The Zoom feature is now crippled.
That’s exactly what I mentioned…. Annoying that now I cannot zoom in to the area at the top of the frame.
I was hoping @Steven_Kami would have noticed my comment by now.
@Steven_Kami ~ What does is take to get someone from Yi to come back and notice our posts?
I have twice mentioned @Steven_Kami in recent posts but nothing has been acknowledged.
Get the developers to fix this latest bug…. Yet another mistake by the devs taking again to long to rectify.
I do not think Steve is on the forum every day. But he does respond when he is on them. Perhaps send an email through to Customer Services?
I’m guessing the response/fix will be weeks if not months away for this one, as per usual. I’ve already had the same issue for a week. Good luck!
I have two emails to them- I sent one a week with no response, lol.
@YorkshireUser ~ In ref to @Steven_Kami not being here every day…. Wouldn’t expect it but it’s a week now so would hope someone at Yi is keeping tabs on what their user base are saying.
In reference to you saying I should perhaps send an email to Customer Services…… I did that before posting here and no, I still haven’t had a response.
Well…… 10 days ago I reported to @Steven_Kami the issue of the iOS App being crippled with not being able to scroll to the edge of the screen once you zoom on the screen.
Here we are…. 10 days later and nothing back from either @Steven_Kami or my email to Customer Services.
It is bad enough when we have no idea when this issue is fixed but to be ignored is something else.
Steve was last on the forum board December 2nd. That is why no response from him. In these medically uncertain times I just hope he is ok.
Why there’s no response from Kami Customer services to your email is inexcusable.
