Trouble Pairing YI Dome Camera 1080p

Hi Mark,
same camera Dome 1080p. The camera has been offline for some time and I tried to set it up again. I deleted the old instance of the cam in the app and went through all the steps I could and it always fails in the end trying to pair. “Pairing timed out please reset your camera”.

  1. It says connected to WIFI which is 2.4 GHz (so that should be good) before the final step
  2. I have put it on top of the router so the signal is maxed

Can’t get it to work. Have tried 10 times aaarghhh

Please help,
Cheers Mats

Hey Hugo, thanks for joining the forum. I’m sorry to hear about that, this does not sound normal. I just created a support ticket for you.

Please email support@yitechnology.com with the text below as the email subject line:

Incident #441565 Trouble Pairing YI Dome Camera 1080p

Hi Mark,

Has Mats issue been resolved? I have the exact same issue with both my outdoor YI 1080p cameras. Both stopped working at the same time over a week ago. No i cant pair them back in to my app. Issue same as Mats step for step. I have sent an email just now to support as well.
Please advise.

Thank you,

I was having the same issues. I deleted the APP, reinstalled it and unplugged the camera. Then re plugged the camera and pressed the reset button and the camera then pairs.

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Hi Anarkst,
the issue has not been resolved I am still hoping for a reply.
I have tried everything— deleting and reinstalling app to no avail.
The cam just says :“Pairing has timed out, please reset the camera” and a couple of minutes later I get the screen on the app coming up saying (in Italian as this is my locale language):

“Failure to acquire, please reset the camera”

which is similar to the screen shot in Mark’s post but with a difference that the camera housing is black rather than white on the image.

Please share any help received
Thanks

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

  1. Wifi is connected (on camera)
  2. Wifi is connected (to my phone)
  3. 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.

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