Security Camera not connecting

[Aitchtee]

I came across from BT to EE a few months ago. I have a EUFY s340 camera fitted to the garage wall about 35ft from my router (EE Smart Hub). It has been working satisfactorily with the old BT router and the new EE one, up until about 3 weeks ago. Have been in touch with Technical department as it will not now connect. As the camera was not connecting it was sent back (thinking it was faulty, but still under warranty) to EUFY and a replacement was sent. Still unable to connect. Technical department  took me to Router Hub  page and set up a new dedicated channel on 2.4.

On the 'manage your hub' page is the following

WIRELESS: (Network Name showing) 2.4GHz and 5GHz both ON. Smart channel 1, 100 respectively. WPA3 on both

On dedicated Channel: New Network Name showing) 2.4GHz ON: 5GHz OFF. Smart CHANNEL 1, WPA2.

Still cannot get it to connect! Any suggestions as to what do I do next. Thanks. Aitchtee

[Lesley_W]

Hi @Aitchtee 

Welcome to our community.

I'm sorry to hear your trouble connecting your camera up. What did the technical team say the next steps were?

Lesley

[Aitchtee]

Hello,

Thanks for the response.

I had a long and detailed conversation with the Tech. Dept. which resulted in having a 'dedicated channel' -set up for 2.4GHz which would hopefully solve the problem. Details are in my original post etc. It did not solve the problem, and I still had difficulty in connecting the camera. I subsequently spoke to EUFY, and I therefore had the camera replaced under the warranty. I have not spoken to Tech Dept. as it is only on the weekend the new camera was received, and after the required 8-hour charge, it is only today I gave tried to connect so I haven't spoken to Tech Dept as of yet.

I have since tried again and again to connect the camera but to no avail. All setting etc have been checked. I' tried to see if there were similar problems and those I have found have mentioned that the dedicated channel should have WPA2, which it does.

The camera worked satisfactorily on my previous ISP (BT) and worked on EE up until three weeks ago. All other services in my house are OK and unaffected by any changes, so TV, Broadband Telephone and mobile are OK

Thanks

Aitchtee

[Chris_B]

@Aitchtee  You are using the 2.4Ghz on your phone/tablet from the router when you try and set this up ?   You might need to temporarily switch off 5 GHz on the router via admin.  
  Also manually typing in the WiFi password and not copy and paste it.  

Only one or two eufy devices support 5Ghz and the s340 doesn’t.     All my eufy devices connected to my smart hub and now to my smart hub plus.  

[Aitchtee]

Current situation is;

Phone on dedicated 2.4GHz, 

Password has been typed in

Camera is "2.4GHz. (Not  a 5GHz. Camera)

Have opened the HUB Manager to disable 5GHz on MAIN channels but presented with a warning dialog box regarding the possibility of losing access to HUB Manager. That's taking me into (for my knowledge) an unknown area so uncertain about proceeding. Any further thoughts as to situation.

Thanks

[Ewan15]

@Aitchtee I had a similar issue with my Octopus Mini Hub. Turns out that some of the newer 2.4Ghz channels that modern routers can access are not accessible by all devices that connect on 2.4Ghz. 

What I had to do was switch on the Compatible WIFI on the router and set it to run on 2.4Ghz using WPA - Personal as the security and I was then able to connect to my Mini hub.

If you can connect to your security camera when you are away from home (As I can to mine) this will work for you, otherwise you will need a device on the same network as your camera.

Hope this helps

[Aitchtee]

Thanks for that.

As it happens I have done this already as you describe but still having problems. I don't have the mini-hub.

Thanks

[Chris_B]

@Aitchtee if it’s saying that then your device your using to do this is connected to 5Ghz you will then connect to 2.4Ghz and you can still access hub admin via 2.4Ghz.  I had to do this with one of my older eufy devices when I reset it once.