Camera device is still not yet online

[Modestas Dromantas]

Hi,

Have version 2,5,7. Both, camera and viewer. After opening app from active apps it displays "Camera device is still not yet online" forever. I have to press back 2 times. Then kill it in active apps and launch it again to work.

Similar is when motion is detected, I get notification, press on it, cloud view opens, but I can't get to viewer by pressing back button in the app.

Also there is a problem with peer to peer connection or something as I read from FAQ. For me it is sometimes disabled and I get only low quality videos.

[p.euw...@gmail.com]

Have same problem, anybody With a solution Please?

[hongbi...@gmail.com]

Please make sure both the camera and the viewer devices are updated to the latest version. Then it will work much better.

[ajsw...@gmail.com]

 

The camera probably timed out. 

You won't get continuous camera, it only lasts for a few hours then goes offline.

Before you go out, you should restart the app for both devices. That way you get about 2 hours before the camera goes offline.

HTH 

[wyity...@gmail.com]

How to restart the camera remotely when they lose connections or camera time out? You can't be home everytime camera go offline to restart the app.
This app is point less if cameras keep loosing connection and you can't see anything.

[WardenCam Tech Support]

Hi. Are you using the free trial version or the pro version?

[wyity...@gmail.com]

I am still using the free version to see if this app is reliable. Viewer device got forced logged out too and once i logged back in i can't connect my other cam was working fine before, so i am unable to view live. However i still received motion alert tracks.

[WardenCam Business Development]

is your camera an android running android 8.0+? 

 if so, in the camera, once you have it setup, please go to the "power saving mode"( in the left menu)

On Wed, Aug 15, 2018 at 2:37 PM, <wyity...@gmail.com> wrote:

I am still using the free version to see if this app is reliable. Viewer device got forced logged out too and once i logged back in i can't connect my other cam was working fine before, so i am unable to view live. However i still received motion alert tracks.

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[juliacathe...@gmail.com]

How do i do that from the play store ?

[igabr...@gmail.com]

The issue happened only after the app update. Everything was working just June with previous WardenCam version. Currently, my viewer iPhone can easily connect to the camera iPad only on home WiFi. When my viewer phone turns to cell network, it looses connection to the camera iPad completely, and nothing can restore it unless I bring the viewer phone to the same WiFi network. The message on the viewer says “still loading or “waiting for cam” when on cellular. Why it was working fine on cell network with the previous app and stopped cell connection with the updated version, and how to fix it. Thanks

[igabr...@gmail.com]

I see no response to my issue for a few weeks. The issue is that after your software update camera will only connect through WiFi in the same network but will not connect through cellular. Prior to your software update the cellular connection was fine indicating that there is no issue at the cellular provider end. Without capability to remotely monitor the camera through a cellular network your system is worthless to me. I paid for the version, and I would like to initiate money return. Please advise

[hongbi...@gmail.com]

Hi. Could you do a speed test with your cellular network? WardenCam works with all internet connections. Do you have access to a different WiFi network other than your home WiFi?

[igabr...@gmail.com]

Download speed of my LTE network is 45 mbps, upload is 7 mbps
I have two homes with completely independent WiFi networks. Within each WiFi network the cam works fine. It quits connection when I leave the WiFi networks and the receiver turns on cellular.
As I indicated earlier, the cell connection worked as good as WiFi but it stopped working immediately after your software update regardless of which receiver or camera device I use. Pls advise

[hongbi...@gmail.com]

Can you send a screenshot from the viewer device?

[igabr...@gmail.com]

Certainly, if you tell me how to upload image here or give me other instructions how to send you screenshots

[-Jonathan]

Do you see the "attach a file" link that is next to.... this text box when you write? I've attached an image.

[igabr...@gmail.com]

I can see your attached file but I do not have that bar that is in the file nor the “attach file” link. I use iPad IOS 12.1. Which OS do you use. Thanks

[igabr...@gmail.com]

On Thursday, November 15, 2018 at 7:24:03 PM UTC-6, -Jonathan wrote:
> Do you see the "attach a file" link that is next to.... this text box when you write? I've attached an image.
>
> On Saturday, November 10, 2018 at 11:40:41 AM UTC-8, igabr...@gmail.com wrote:Certainly, if you tell me how to upload image here or give me other instructions how to send you screenshots

No, I do not see the text box or “attach a file” link even in the desktop mode

[igabr...@gmail.com]

I have been able to upload screenshots from my PC. It shows my receiver screen when on cellular. It will never connect to camera through LTE (before your software update it did). It works like a champ on wifi. Please advise how to get it back to work on cellular. Thanks

On Thursday, November 15, 2018 at 7:24:03 PM UTC-6, -Jonathan wrote:

[hongbi...@gmail.com]

Can you reinstall the app and try again? You can see the viewer has a green progress bar, which means it is not logged in. You can fix it by reinstalling the app.

[ag72...@gmail.com]

I did reinstall the app several times on all the devices and swapped the devices also. It did not help. I agree that it seems like receiver gets logged off when it switches from wifi to cellular (that  moment you see on the screenshots). I've just checked the internet speed on my cellular network, and it is 37 mbps. Other receiver device does the same thing. But all my receivers worked just fine on the same cellular network before your software update. The only difference I see in the old version is the "legacy login" that isn't available in the new version. I could only get your system to work when I opted for the "legacy login" in the old version. Please advise

[igabr...@gmail.com]

P.S. igabr..= 7261.. Different ID's for the same person. Alex

[hongbi...@gmail.com]

If you switch wifi to cellular, the internet gets disconnected momentarily. The app will take a few seconds to get connected again. If you kill the app and restart, will the viewer get connected again?

[ag72...@gmail.com]

Correct. If I switch from WiFi to cell the receiver gets disconnected permanently regardless of whether I restart the app or use another receiver. When I switch back to WiFi the receivers will reconnect almost instantly. By the way, I’m typing this email from the receiver device on LTE. If you receive it then Internet is working on cellular. What a puzzle..

[neil....@johnlewis.co.uk]

Hi

How can I remotely restart the camera device as I am not near the camera?
It's been working fune for 4 days until then!!!

[ag72...@gmail.com]

Please advise on how can we get receiver (viewer) to work on cellular after your software upgrade. Without that the system is useless. Thanks

On Sunday, November 18, 2018 at 6:54:37 PM UTC-6, ag72...@gmail.com wrote:
> Correct. If I switch from WiFi to cell the receiver gets disconnected permanently regardless of whether I restart the app or use another receiver. When I switch back to WiFi the receivers will reconnect almost instantly. By the way, I’m typing this email from the receiver device on LTE. If you receive it then Internet is working on cellular. What a puzzle..
>
> On Sunday, November 18, 2018 at 5:43:26 PM UTC-6, Hongbin Li wrote:

> > If you switchease wifi to cellular, the internet gets disconnected momentarily. The app will take a few seconds to get connected again. If you kill the app and restart, will the viewer get connected again?

[WardenCam Business Development]

You have an interesting case. your camera device Works well on wifi, and not on cellular. I've tested on my camera device on Sprint and t-mobile networks and they work fine, but i've only tested for a few minutes. Having camera devices on cellular networks can eat up a lot of data so, be aware of that.

what is your carrier, what is your carrier plan(ie. basic 30 gb mo) and what is your phone model?

from an app point of view, being on cellular or wifi is on a different network stack, which means the app doesnt care, and "data packets" are still treated the same.

I have a feeling its your carrier and plan that may be an issue.

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[igabr...@gmail.com]

Yes, the case is intriguing, indeed. Most puzzling  is that your system worked fine on cellular with your previous app version that had "legacy login" feature. Same carrier plan (T-mobile, 6 GB high speed with data stash - I never use more than 400 MB per cycle even with camera), same devices (iPhone 8 - receiver, iPad Air 2 - camera). It quit working on cellular only after you did major app update a month ago or so. And it still working fine on cellular with your competitor's product - Presence. All these facts point to the new version of your app after you updated it. My gut feeling tells me that something is wrong with login on cellular network after you removed the "legacy login" option. Please advice.

[hongbi...@gmail.com]

We will keep investigating. What is the model of the iOS device? Who is the mobile carrier?

[igabr...@gmail.com]

As discussed - iOS 12.1 iPhone 8 (viewer) iPad Air 2 (camera), T-Mobile 6GB with stash data plan. I used iPhone SE and another iPad with the same lack of success. Thanks

[niel1...@gmail.com]

Hi. may I request a software update or a patch where the viewer device can get the camera device can be rebooted?

[igabr...@gmail.com]

Any results of your research yet? Pls note that the system is unusable as security camera without cellular connection. Thanks

[igabr...@gmail.com]

I see no progress at my end. After your software update the system still works on WiFi networks but camera device is not connected through cellular. In this sense the system became useless. I paid for the pro version that should work. Please advise.

[WardenCam Tech Support]

We tried to reproduce the issue with tmobile sim card. But the iphone viewer connected successfully.

Can you reinstall the app on the camera device? maybe the camera device settings is messed up.

[igabr...@gmail.com]

I reinstalled the app multiple times with the same result: it works on WiFi and the viewer does not connect thru cell. It worked on cell network prior to your update, that’s why I bought the pro version. Please keep in mind tha all my devices work perfectly fine with cellular network using Presence app. I have no issue with Presence at all and never had. Would you fix it for me please or refund my money. Thanks

[igabr...@gmail.com]

I have been patiently trying to connect my viewer devices with camera through cell networks and never succeeded. Connection only works via WiFi. Please advise

[homegu...@gmail.com]

Does your mobile carrier block any tcp connection port?

[igabr...@gmail.com]

No, it does not. In fact, this app worked just fine with my carrier before they did a major update to the app. After that it quit working on cell network. Also, I have installed Presence (similar app), and it works with my cell network like a champ.

[homegu...@gmail.com]

What is the version of the app? We actually made a couple changes in 2018. The TCP connection port is also changed.

[igabr...@gmail.com]

Version 2.7.5. Is it not the right one?

[mtsmit...@gmail.com]

I received a post from warden falal...@hotmail.com and can't find it

[stya...@gmail.com]

I am facing the same problem as stated in the above topic. Is there any feature to awaken the camera or reboot the mobile phone remotely?
In fact, Alfred surveillance cam has no issue but WardenCam has offline camera most of the time after rebooting.

[Jeremy Custer]

My problem sounds similar. It appears that it is shutting down the camera somehow, there Re no settings that I can find for camera timeout. Regretting paying a mere $6