Homebase connected to WifFi but un accessible from app

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1

Hello.
I just heard my doorbell ring, but to my surprise no notification on my phone…

I checked to app, and I have zero access to my doorbell, neither livestream nor archive.
It is connected via homebase 3. When I tap into the homebase in the eufy app, I am unable to view videos and keep getting “press sync on hombase” message. If I try to change any settings it errors with “setting fail”

I tried restrating homebase, restarting router, pressing sync. turn on/off wifi on my phone.

According to my router, the homebase is connected with a strong siglan strength on 2.4GHz band

I would like to reestablish connection to my doorbell. But I have tried all the steps the chat bot in the help section in the app could give me - except for “remove and reconnect” as it says in the app: “All video clips, pictures and Settingas will be lost” and I do not want to lose those.

Any ideas?

Worst part is, I don’t know for how many days it have been disconnected, I have gotten zero notification about it becoming unavailable :confused:

Any help would be appreciated, thanks!

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The doorbell if it’s battery powered bring it inside close to the HomeBase to see if it will establish a connection?

If you can… try connecting the ethernet cable from your router to the HomeBase to see if that helps out.

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Did you contact the support?

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I think the Doorbell and the homebase has connection between the two. The issue is that I am unable to communicat with the homebase in any way via the eufy app, and therefore also the doorbell that is connected via it.

But, good idea with the eathernet cable. I will see if I can find one long enough to reach from my router to the homebase and see what happens with a wired connection.

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Not yet. but if i can’t resolve this on my own, I will indeed contact support :slight_smile:

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Hi, I was wondering when you get that message press sync on the HomeBase what occurs after that?

Also, it seems as though from what I’m reading is that the app is unable to communicate with your devices.
Perhaps the app is somehow corrupted??

Try logging out / signing out of the app and then close it out and remove it from your recents list and then try logging back in.

If that doesn’t work then I would uninstall the app and then reinstall it.

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Hi. Thanks for debugging with me here! :slight_smile:

I should add, that I also have a indoor pan+tilt camera, that is connected via wifi, but stores footage on homebase. I can still view live stream from this camera, so I think the app is not corrupted.

When I get the “please press sync” nothing else happens, it just stays in the UI untill I dismiss it by pressing X. Also when I single press or hold the sync button on the homebase, the app UI doesn’t react.

I tried running the longest ethernet cable I could find, through my living room, and when i restarted the homebase with wired connection I got live feed from the doorbell again. :tada:

Unfortunately, I do not have any events recorded in the calendar view from 17th October 00:40 and onwards - so… strangely enough, when the homebase decided to go offline, it also stopped recording doorbell events. My reason to believe that the homebase and the doorbell have not been disconnected from each other, is that the signal strengh are usally strong / full, and when I heard the doorbell the other day, it was through the chime on the Homebase, so at least some connection between the two must have been established.

Now, the sad part. As soon as I disconnect the ethernet cable, the voice in the homebase says “disconnected - switching to wifi repeater mode” … 5 seconds … “connected to wifi successfully”.

And sure enoguh, in my router app (tp-link deco), I can see that the homebase is connected to wifi, and has a strong signal…

But I lose the connection to the doorbell and the homebase from the eufy app again. This is what the UI shows:

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UPDATE: one hour later, I am now able to connect to the doorbell and the video archive from the hombase, using wifi connection.

So, something good happened after pluggin in ethernet cable :+1:

Still a little concerned that I didn’t get any notification about the out of service incident, and all the lost event recordings between 17th october and today :grimacing:

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Thanks for posting back.
It’s good to hear that the doorbell is accessible now. :grin:
Not recording during that time :pensive:

Do you happen to know if you an power outage when this occurred?
This may have caused the issue.

Yes, you should have gotten doorbell offline in the app, but the Wi-Fi connection between the HB3 and the doorbell showed it connected.

I’m thinking the doorbell had some sort of glitch where it wouldn’t initiate recording but the doorbell ring would acknowledge, I believe that the doorbell ring sound operates on the sub G frequency ~ like vehicle and garage door opener remotes.

Did the doorbell receive a firmware update since it’s working now? Just curious.

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Last firmware update was on 4th October, so almost 2 weeks before the incident. And no updates since.

I haven’t had any power outages, I have a home assistant running that reports 100% uptime. The doorbell is powered by a small solar panel and shows 90-100% battery usually.

So, still no real indication to what could have caused it. But I am glad I was able to get it back online without having to lose all pictures, video clips and settings.