Hi Anae, i have done those steps on both cameras at least 4 times each already. They wont pair. Im thinking maybe its firmware update issue however i dont know how to push an update.
Hey Mats, sorry for the delay in getting back to you about this. I’ve been a bit swamped.
If you hear an error message that says, “Pairing has timed out”, it is because the camera didn’t complete the process of pairing with the app. This error occurs when there is a weak Wi-Fi connection to the camera but I can see that you have already moved as close as you can to your router. Can you please reboot the Wi-Fi router and then reset the camera and try again?
Use a paper clip to push the reset button in for a few seconds and make sure you here ‘waiting to connect’ from the camera before moving to the next step.
Please let me know if that helps, and if not I’ll call in some backup.
Hey Vlad! Thanks for joining the forum and for providing that information. It’s very helpful.
Can you please also reboot your Wi-Fi router and then reset the camera and try again.
When resetting the camera please press the button in for a around 3 or 4 seconds and make sure you hear ‘waiting to connect’ from the camera before moving to the next step.
Also, can you please provide me with the support ticket number you received in the automated response email from customer support?
I’m going to do a search of our customer support system to see if anyone else is experiencing the same issue with the YI Dome Camera 1080p.
Hi Kami,
The automatic email reply did not include any reference numbers. Subject line reads “Request received”. I have not had any follow up emails after that.
I have rebooted my modem and reset the cameras many times already in the manner you have described. I will try one more time when i get home.
Hey Vlad, no worries I found your email. But on the bottom on the ‘request received’ email there should be an area that says Ticket #.
Thanks for letting me know about rebooting the modem. When you try to pair, do you get the error, ‘pairing timeout’ or ‘failure to acquire’?
Thanks!
Hi Kami Mark, i attached the screenshot of the email i received i dont see any numbers there. Unless im missing something.
It says “failed to pair” which i read means it cant connect to wifi, but it says “WIFI connected” before it fails. Also i did it right in front of the modem. I have true fiber to home 1500mbs/sec internet.
Thank you for the update and the screenshot of the support email Vlad.
One of the technical support team is going to provide some further assistance here shortly.
Hi,
@Anarkst I apologize that you are having an issue with trying to set up your camera in the app. Please contact our customer support at support@yitechnology.com to further address this matter. Please refer with ticket # 442777.
Hi, i have sent an email to support again yesterday as suggested. I heard nothing back. As soon as i get a break from work im reaching out to Amazon to force a refund on all the cameras i have. This is a bit rediculous. On here you guys have been pretty good at responding at least. The emails just fall in to a black hole it seems. And my cameras are still offline.
Hey @Anarkst, Patrick sent you an email earlier today with some more information regarding getting a replacement. I apologize on behalf of the team for the delay in getting back to you via email.
Hi Mark,
I have now reset also the wireless router a couple of times, still the same issue.
So
- Wifi is connected (on camera)
- Wifi is connected (to my phone)
- But “Pairing has timed out…”
I am also afraid that support will not be helpful (see Anarkst message below).
Please advise.
Hey Mats, I just sent you a PM to get some more info.
Hi Mark,
I have sent you replies yesterday in the PM. Still not working.
Pls help
Anarkst,
have you got any help from the support about the pairing problem?
Exactly the same issue. wifi connects but pairing times out…
I wonder where the error lies (software in app or firmware or hardware less likely)
Maybe YI has shut down their helpdesk completely???
Hey Mats, the help-desk is up and running, but we receive about 500 support requests a day, and we are dealing with a back log at the moment. Customer support is hiring and training new staff to keep up with the high volume. Apologies for the delay.
So frustrating I have 6 YI dome cameras that I have been using nicely for eight months I also use them previously at my old house. I care for my 88-year-old mother with dementia so I have to have cameras all around my house. About three weeks ago three of the six cameras disconnected I have reset and tried to reconnect these cameras probably 15 times over this three week. I am so frustrated because I have invested quite a bit of money in this system I have also referred a lot of my friends to buying these cameras my daughter has these cameras throughout her house and has never had this issue. Two of these three cameras are only a few months old. I cannot get past the pairing stage I cannot get past the pairing stage Wi-Fi connects everything connects but it times out in the pairing stage and I cannot get these cameras to connect. I’m begging someone to help me this is created such an issue with my caregiving why my mother is in a separate room please help I’m begging someone to help me this is created such an issue with my caregiving why my mother is in a separate room please help I just went through and change the privacy setting And still they will not pair. The other three are working fine they go up and down but they still are working
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Hi @Dmcdday1614 thank you for joining the forum. Sorry to hear you’re having trouble with your cameras. It sounds to me like this might be a router issue.
Here are some steps that I recommend you to take in order to start the pairing process on a fresh footing.
Download the latest version of the YI Home app.
Delete the cameras the app.
Restart your phone.
Power cycle your router (turn it off for 30 seconds, then turn it back on, then wait for it to completely boot up which might take up to 5 minutes).
Remove any SD cards from the cameras if there are any installed.
Make sure your phone is logged onto the same network as the camera you are wanting to setup and that is a 2.4GHz network.
Reset the camera and walk through the paring process once more.
If it is still failing, please let me know what error you receive, or at what part of the process you are getting stuck at.
Finally yay my cameras work. What I had to do was click my breakers for the outlets. Not sure why that worked but it did. I had discovered if I moved the cameras to another outlet in another room the paired. So I figured let me try the breaker and I was pleasant surprised it worked. Hope this info helps someone else
Great news! Thank you for the update!
Did hugois problem get resolved because that is the same problem I am having. The camera is also not in my app- I have contacted you support twice with no help! I really would like me camera up and running.
I also have an additional problem- the 2 cameras I have are not showing on my Alexa!