Pairing times out for camera that worked earlier

Community Support
#11

I currently have the same issue with my camera, Symptoms are:

  • Reset Camera -> Successful
  • Waiting to connect -> Successful
  • QR Scan -> Successful
  • WiFi is connected -> Successful
  • Pairing has timed out. Please reset the camera.

I’ve tried 20 times or more in several weeks but no success.

  • Camera Model:
    • YHS.2016
    • YI Dome Camera 1080p
  • Camera Serial number: 15USYWK4ER

My hopes are in this forum, if I do not get the camera working in a few days I will throw it away and will never buy YI again.

Sorry about that, but patience has a limit and mine is about at its end.

If you need any other info do not hesitate to contact me.

Thanks,
Agustín.

#12

Were you able to resolve the problem? I’ve just got my camera and have exactly the same issue.

2 Likes
#13

Hey, @Leo Welcome to the community! Thanks for joining. I have just sent you a direct message so we can get to the bottom of this!

#14

I have the exact same issues. Changed my wifi nodes from AC to AX and now I cannot pair my camera. Kept same SSID and password

#15

I’ve had the exact same problem with two cameras. I recently changed my WiFi password and have tried to delete and re-add both cameras. They continue to time out at the last step, “pairing has timed out.”

I’m close to throwing it away and buying a new product. Help?

#16

Hey @Bric132000 welcome to the community! Are you pairing using the cameras lenses to scan your app?

#17

Yes, and scanning the QR code. I hear “WiFi connected” and then after about 2 minutes of the pairing screen, the camera says “pairing timed out.”

I’ve reset about 20 times so far, same result each time. Even tried it on different WiFi. Same result.

Help!?!?!?

1 Like
#18

Hey @Bric132000 Have you contacted our technical support team at support@yitechnology.com??

If you have, please share with me your ticket number so I can follow-up.

#19

I have not, but I can and will.

1 Like
#20

I also have this problem. All 4 YI home cameras dropped offline and now no longer connect to the app, re-pairing them gets stuck at the pairing timed out on the app, yet the camera itself says ‘wifi is connected’, then some minutes later ‘pairing has tied out’.
It happened when I changed the channel number on my Asus router. None of my other many different wifi devices have a problem, my wifi works.
Very frustrating, and I’m on the verge of chucking them all in the bin. Can we have some information on how to solve this please.

1 Like
#21

Hey @GreatBoo Welcome to the community! I am sorry to hear you’re having these issues

Please contact support@yitechnology.com

#22

I currently have the same issue with my camera, Symptoms are:

  • Reset Camera -> Successful
  • Waiting to connect -> Successful
  • QR Scan -> Successful
  • WiFi is connected -> Successful
  • Pairing has timed out. Please reset the camera.

This began after I deleted and reinstalled the app. I contacted support and tried everything they suggested, but still have the same problem. Honestly, it did not seem as if the support person actually understood the issue I was having, based upon the troubleshooting suggestions they made. Worse, they claimed it must be a defective camera and offered to send me a new camera IF I PURCHASED A CLOUD SUBSCRIPTION. After I explained that I use an SD card and therefore don’t need a cloud subscription, they basically told me there was nothing they could do. What a way to stand behind your product!

I really liked the camera and app when it actually worked (so much so that I have given them as gifts and recommended them to friends). The only reason I uninstalled the app and then reinstalled it was because I no longer could “scroll back in time” within the app. I was hoping a total reset would fix it, but instead it apparently made it worse.

#23

Hey @sweetleaf230 That is frustrating. I am so sorry to learn about the experience you had. Let’s do everything we can do rectify the situation.

Have you viewed our helpcenter article for pairing troubleshooting? Take a look at this and let me know if these steps help resolve the issue.

#24

Yes, I followed the steps in that article and have the same problem. Everything seems fine until the very end of the process, it says pairing has timed out. I even downloaded the Kami app as recommended by support, but the same exact thing happens.

#25

@sweetleaf230 Can you send me your ticket number from our support team? Let me follow-up and get back to you with more info.

#26

My ticket # is 503342.
Thank you.

#27

Not wishing to jump in here but have you or are you able to try a different network for the camera to see if that works?

I say because a friend of mine was encouraged to buy a Yi camera. They had issues connecting it to their network. I tried on mine it connected.

So I reset (multiple times) their camera and tried again on their network and it worked.

#28

@YorkshireUser Great suggestion.

@sweetleaf230 are you able to try a different network? This might free it up to work on your network.

#29

I do not have another network to try it on at the moment. I should note that the camera worked on my network for a while without a problem (and I recall that the pairing process was quick & easy!). I uninstalled the app because I was having trouble viewing past video (I could only view realtime video). When I re-installed the app, I was unable to reconnect the camera. I have reset the camera more times than I’d like to recall! At least 20 times.

#30

Could there be any chance your network might be broadcasting the 5ghz network? It could be that the camera is connected to that. If you could try to check this via your router settings and disable it and try again.

There must be something that changed from when it was working fine for you. It’s all about finding which variable or variables it is and fixing them.

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