hey @Swiseman81 Can you please send me the customer support ticket number you received with contacting our technical support team? I will follow up with them and find out more.
Hi Kami,
This is getting really frustrating. He have invested money on these cameras based on the advertised functionality and now we cannot use it. Everybody here is rasing exactly the same issue and you have no answer for it. Instead you are telling them to raise it to support. Why donât you raise this to support. What exactly is your ole here?
I am having the same issues now. Same exact message for all 3 cameras and we live in the same house. Can I get trouble ticket and have technical support reach out to me?
dont use qr code or sharing option.
phones must have the same log-in info
tried on my 3 phones, ios or android
or same fb account on all phones for yi only .
and still you can access fb on any account
it works.
hope helps âŚ
Hello. To contact technical support:
Support Email: support@yitechnology.com
Or if you are in one of the following regions try:
US Toll FREE Number +1 (844) 234 8492 Mon-Sat 8:00AM - 5:00PM (PST)
UK Toll FREE Number +44 (0) 808 281 2452 Mon-Sat 3:00PM - 12:00AM (GMT)
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no really, still having same issue, no matter what I do.
Hey @alberto I am so sorry this is lingering. Have you contacted our support team? Please email support@yitechnology.com.
If you have already done so, please send me your ticket number so I can follow up with the support team.
I was having the exact same issue, after upgrading my phone, whilst my account was recognised I could no longer detect or share the camera getting the wron region message.
This is how i have resolved it. The problem is with the router and WiFi network your devices are on (2.4GHz & 5GHz). The camera is on 2.4GHz whilst your shiny phones and iPads are almost certainly auto selecting the 5GHz network to make use of the superior bandwidth.
Solution;
- Temporarily disable your routers 5GHz network. Note: router password will almost certainly be required. Ref your router instructions on how to do this.
- Restart your devices and go through the pairing and sharing sequence (I deleted the apps and re-installed but I donât think you need to go this far). As a minimum go to airplane mode and then reconnect to WiFi to force the connection to 2.4GHz WiFi.
- Once you have reconnected/shared to all devices re-enable your router 5GHz network.
Et Voila. Sorted.
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Incredible @Alex100 Thank you so, so much for sharing! And, for being so detailed That will be super helpful for others in the community I assure you.
New phones are most definitely going to auto-selecting 5ghz instead of 2.4. You are the hero of this thread!
There is obviously something wrong with the YI IoT app when performing the âdetect devices on networkâ function. I brought this camera May 2019 and had no problems setting the system up then. So an app update since then has obviously broken the device detection function when multiple frequencies are used. The whole network is not being scanned.
Hey @Alex100 have you tried our Kami Home or Yi Home App for the cameras instead of the Yi IoT app?
You can log in to either with your Yi account credentials. If interested, give that a try.
Keep us posted. And, we have regular app updates to fix bugs.
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Hello, I am another unsatisfied customer.
Just bought two cameras.
Two users.
User 1 can add the cameras but cannot send invites to âverifiedâ User 2, both on the same wifi network and set to the same Country.
User 2 cannot add cameras without the camera being reset therefore removing the two cameras added to User 1âs phone.
User 1 & 2 then have no cameras so User 1 has to re-add them leaving User 2 still without any cameras.
Sorry to hear you are having issues using the share functionality.
Could you try the hints and tips from this post please? Unable to Share YI Home with family
Also take a look at this support article https://help.yitechnology.com/hc/en-us/articles/360010802913-Sharing-Your-Camera-With-Friends-and-Family
For reference Kami & Yi are the same company so any reference to Kami will be fine on the Yi and vice versa.
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Hey @barspeed I am sorry to hear youre having trouble sharing access to your account with Family
Are you comfortable sharing your login information with user 2?
Thanks for your patience. We will get this figured out.
Tried all of those, User 2 not recognised in share to user and QR code not working even though I reset to try and try again.
Shared login with user 2, enter the app on their phone and you have to add the cameras which requires the cameras to be reset which then removes them from user 1 phone, we go around in circles âŚ
Iâm confused by this one. If you are using the same log in details you shouldnât need to add the cameras into the app they should appear there.
For purposes of trying to help out on here I have my Yi app on two different iOS devices and two android devices. Using the same log on credentials doesnât result in having to add my many cameras desperately.
Hey @barspeed If user 2 downloads the Yi or Kami Home app and logs in with your credentials, they will not need to pair the cameras as they are already added to they account.
Would it be possible to send a screenshot of what youâre seeing when you run into trouble sharing? With either the login screen or any error messages that have presented.
Many thanks for your assistance. I hope all is well.
See my answer above to fix.
1 Like
Alex100 stellar answer: âI was having the exact same issue, after upgrading my phone, whilst my account was recognised I could no longer detect or share the camera getting the wron region message.
This is how i have resolved it. The problem is with the router and WiFi network your devices are on (2.4GHz & 5GHz). The camera is on 2.4GHz whilst your shiny phones and iPads are almost certainly auto selecting the 5GHz network to make use of the superior bandwidth.
Solution;
Temporarily disable your routers 5GHz network. Note: router password will almost certainly be required. Ref your router instructions on how to do this.
Restart your devices and go through the pairing and sharing sequence (I deleted the apps and re-installed but I donât think you need to go this far). As a minimum go to airplane mode and then reconnect to WiFi to force the connection to 2.4GHz WiFi.
Once you have reconnected/shared to all devices re-enable your router 5GHz network.
Et Voila. Sorted. â
Thanks, @Alex100