Hi, I haven’t changed with my internet settings.
I don’t get 5G in my area yet so it always uses either 3G or 4g. I am on three network.
In terms of broadband I am with hyper optic but that is 2.4ghz.
The app won’t load on either my mobile broadband or my home broadband even with restarting the app. Thanks
Try deleting the app completely and reinstalling from the App Store. You could also try Yi Home.
There are some customers who have issues accessing the service via Three Mobile UK. But that’s intermittent. It impacts across the mobile spectrum. I find I always connect via 3G but 4g does create issues.
I am surprised it’s happening via the iso network as well.
Have you got another device you could try to access the app via?
What happens if you try to log into your account (please ensure the region is correct) here > https://cloud.yitechnology.com/#/login
?
Thanks for the advice
Yes I have tried on my partners phone and he is on 02 network. We can’t get his app to load on broadband or mobile network but he is also an iPhone based.
When I log into the link you’ve sent, I can sign in successfully
Are both phones iPhones? Thanks for trying the link it cannot be an issue with the account so it is something to do with the app.
H
So you have tried
And both give the
Network timeout connection error on …
Two different phones (one iphone, one unknown)
On two different networks (o2 & Three UK)
On isp fibre
I think it might be one for @Steven_Kami to refer to the technical team.
Hi @Steven_Kami, I’ve tried uninstalling the Kami Home app and then reinstalling it but when I then try and log in it brings up the message on the screenshot below. I’m also with Hyperoptic and I have set on 2.4Ghz network. It always runs on this rather than 3G/4G.
Thanks!
My guess it’s something related to Apple/iPhone, latest series of updates is causing a number of issues. I was unable to connect to CarPlay in my car yesterday, never had any issues and can’t resolve it yet. Research leads to IOS update 
@Steven_Kami ~ Yes Steven, I did say the iPad in my message.
Good to know it is coming as a fix for the larger devices.
Thats interesting feedback… I have refrained from upgrading my iOS to 15 and I have no problems that I’ve seen come up for those who did upgrade. Glad I have held off…
Hi @Steven_Kami is this something the tech team are looking into? As my cameras are useless if the app doesn’t work, i am keen to get them back online as soon as possible
When can we expect this to be fixed? Ours is a baby monitor and we have a 7 month old baby that we currently can’t monitor whilst she’s sleeping…
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
