My name is XXXXX XXXXX I'll be assisting you with this issue.
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Looks like quite a number of people had an issue with this unit and model
have you tried resetting the netcam?
By resetting, you mean power off and on? Yes, tried that. I logged into my router and it sees the netcam, but the software on the iphone does not connect it.
on the router
does it say what the IP address is?
for the netcam?
yes, but it shows it as offline
can you try to ping
to the ip address of the netcam?
Not sure how to do that
are you using windows computer?
then in the search box type cmd
and press enter
do you get a black box?
msdos window, yes
in the type:
ping [the ip address of the netcam]
Ok, did that. Gave me
sorry, gave me a response with reply from (ip address) bytes=32 time=44ms TTL=64
I assume that means it worked
it is connected to the network
ok, so the netcam directions tell you to plug it in, select the netcam as your network on your phone, then launch the netcam app. The app then finds the netcam and asks you to select your home network. When I do that it give me an error that it cannot connect to the internet. please check your internet connection and try again. Error code 0x12. Previously it gave me an error 0x10 that said to check the password. I verified the password XXXXX removing and re-adding another device, so that's not it.
so which phone are you using to connect to the netcam
iphone 4s. I also tried an ipad, but that gave me the same error. I updated to the latest iOS 6.1.3 and made no difference.
so the iphone is also on the same wireless network?
0x12 is what other customers have reported
to have the same issue
have a quick read of this: <click here>
to see if that's what you've experienced
Tried the reset only and same thing. I'll try resetting the netcam and router.
are you able to connect to the netcam via your computer rather than the iphone and ipad?
Haven't tried that, not sure how. The instructions only say the iphone or droid app.
open up a web browser
and then type http://[then the ip address]
and see if that works
Doesn't work, says ie can't display the webpage
it must be just restricted for android and apple
do you have an android phone?
no, iphone and ipad
based on the other customers I think there could be an issue with the actual unit
Here's an interesting thing I just noticed. On my router admin page, it shows the netcam as 10.0.0.22 but when I select it on the iphone, it says 10.68.68.100 is the ip address, and the error message says 10.68.68.22. Does that mean anything?
it is trying to connect to a different ip addres
which doesn't exist
can you change the IP address of the netcam on the iphone
i can change the static settings, but not the DHCP.
on the iphone settings
but it seems to revert to the dynamic
are you using the latest version of the app on your iphone
yes, checked that. My router will let me add a device with a specific ip, but i need the host name, where do i find that?
sorry what are you trying to do?
if i log into my router there is an option to add a device with a specific ip address, thought that might get them talking to each other, but it asks for a host name. While i was playing with that, the router now shows the netcam "on line", but still get the same error connecting with the iphone app.
what is happening is that the iphone somehow is not picking up the correct ip address
you need to change it on the iphone
because the computer is able to communicate with 10.0.0.22
but the iphone thinks its the other ip address
ok, how do we fix that
can you configure anything on the app on the iphone?
no, it's very dumbed down
can you scan for the camera?
you mean in the networks
you can add/scan in the networks?
yes, but the phone shows it as 10.68.68.100 and the router sees it as 10.0.0.22
can you edit the 10.68.68.100
not under the DHCP setting but the static setting is blank and i can add it there
ok add it in there
i do that, but then the app doesn't ask to add the camera
so what happens when you change it to static?
previously, the app would ask if i wanted to add a camera, now it has a login screen, but my account is not set up since it didn't go through the camera add procedure.
can you remove the app from your iphone
yes, i can try that
and re-load i assuume?
Arghh... gives me the same screen.
ok which screen is that?
did it come up with i see a new netcam?
the netcam login screen. per the instructions, you set up your account as part of the camera set up procedure. once i set the network to static, it doesn't initiate the set up procedure.
on the back of the camera
do you have it switched to the Setup Mode?
so it is switched up
the wi-fi light is blinking on the netcam?
not anymore, it is solid
ok doesn't sound right
can you press on the reset button
on the back of the netcam
hold for about 20 seconds
and it should go to default factory
did that, but will try again
wifi light blinking
launch the netcam app
before you do that
on your iphone
do you see a wifi name called netcam?
ok connect your phone to that
rather than your normal wireless network
that's what i've been doing prior to launching the app
does it show that it's connected?
no prob... it's puzzling
yes, shows connected
ok now launch the netcam app
sorry, got ahead of ya.... already did that, just got the same error. The only way to get the "add new netcam" from the app is to set the network to DHCP. When i try to force the ip address using static, the app goes straight to the login screen.
when you launched it did you see I see a new netcam?
message and you pressed yes?
i did, but had to change the network setting to DHCP
ummm it should just go to the camera preview message
setting it to DHCP will mean that it will lose connection
because there are no other devices that will give it the IP address
it defaults to DHCP, but i had changed it to static earlier
it shouldn't even ask you for this information
the app doesn't ask, it just goes to the login screen when i had it set to static.
after launching you should just get the I see a new Netcam. Would you like to set it up? and pressing yes
is your iphone still connected to the netcam wireless network?
is the wifi light still blinking?
i think return the unit
it is not behaving as it should be
agree with the behaving. Why would the iphone see it as a different ip address as the router?
it hasn't been fully setup
did you see the camera preview?
so the router and the iphone independently assign as ip address?
no the router will give it an ip address
in the same range as your computer
so WTF is the iphone doing?
during setup the iphone will connect to the netgear using the netgears ip address range
it is trying to connect to the netcam
what if i try to connect to the netcam with the iphone with the router off, then turn on the router during setup when it asks for the home network?
yes you can try that
but make sure you reset the netcam
by holding onto the reset button for 20 seconds
I will lose you
bookmark this page
or leave the page open
don't close it
will it reconnect when the internet comes back on?
it will try
the chat i mean
if it doesn't then just press the refresh button
oh, ok. you sure you aren't going to run for the hills?
no i'll be waiting here
i'm interested to see what happens
Ha! Thanks. Be back soon.
just leave me a message
when you come back
so i know that you're on
I'm sorry to tell you my friend, it did not work.
can you see this?
ok well i think there is a problem with the unit
as other people had
still two different ip addresses
Well, I've about had it. Time to hit the sack. Thanks for your help! Your time and patience is much appreciated.
hopefully a new unit will fix it
if you can rate my services
that will be great by clicking the smiley faces
bonuses much appreciated and let me know how you go
have a good nite