Eyes Innenkamera II visible on Smart Camera app but not on Smart Home app

[Nik_27]

Dear all, I've recently bought this 3rd cam (after two 360° internal cams) but, after a couple of days of normal use, I am now not able to see it as connected on Smart Home app. 

The strange is that such new cam is visible and operative by using the Smart Camera app but not "visible" on Smart Home app. 

So, as indicated by the error message, I've canceled it by Smart Home app and reconnected it but without success. How should  test further ?

(it's abviuos that using the Smart Camera app without any issue means that I am using the same internet connection)

I will appreciate your hints

[Geomo]

@Nik_27 Have you tried to disconnect the controller from power and LAN for 10 minutes?

Which software version do controllers and app have?

[Nik_27]

Hi Geomo, I've tried it what you suggested without success.

Regarding firmaware/software version, I don't see an issue: they all seems to be updated:

Bosch Smart Camera 2.7.0
Bosch Smart Home 10.24.3753 API_3.14
Controller 10.24.4224-2178

I will try in the next days to manually reset the cam which is missing in the Smart Home App.

Any other hint ?

[XM]

I had this recently as well. I had to go into the Camera App -> Setting of the new cam -> connect it to Smart Home App

I don't know why this issue suddenly appeared out of nowhere but this was the process that solved the issue for me.

[Nik_27]

Hello Xm, i did It more times your procedure without success. But such new Camera still result NOT visible by Smart Home App.🤔

[Geomo]

[Nik_27]

[Nik_27]

Hi Geomo, topic is still open. Any other hint ?

P.S. today Smart Controller Software has been automatically updated but it's really a mess when I click the routine "back to home" because this camera, as it results offline, is not switched off. Therefore I am obliged to open the Bosch Cam App too and really switch off the camera.  😔

[Ulrike]

Dear @Nik_27,

I apologize for the inconvenience. We have been working hard to improve the integration of the cameras into the Bosch Smart Home app. We are currently making this fix available with the controller update (see latest release notes). Please check whether the update helps in your case, otherwise please contact us again.

Smart regards

Ulrike

[Nik_27]

Hello Ulrike,

as checked, the controller software update made no progress on my issue.

Therefore I will wait for 10.02 when new Android App Bosch Smart Home ver. 10.25.3815 will be released. I will keep you updated.

Regards

Nik

[Nik_27]

Dear Ulrike, 

after APP upgrade (to version 10.25.3815 API_3.15), the situation became worst!!

Now this Eyes II cam persistently goes as ON even after my manual switch OFF. 

I mean that starting from scratch, with all cams connected but off (as displayed in the CAM App):

the Smart Home App displays this last cam as ON. And If I try to switch OFF the cam, the Smart Home App gives back the message like "it was not possible to set a value into the device" and set the cam ON again: 

As you can imagine, I've tried several times to connect/un-connect the cam + reset the cam without success.

How to get prompt support by Bosch on my this last cam ?

Shall I return back this cam ?

Please help me

Thank you in advance

Regards

Nik

[Ulrike]

Hi @Nik_27,

as the update did not help, we have to analyze the problem. Please provide all the information you wrote in your latest posts to my support colleagues and send me the ticket id via mail.

Thank you and smart regards

Ulrike

[Nik_27]

Hello Ulrike,

as follows the Ticket: 1364764

Thank you in advance

Best Regards

Nik

[Philip]

Hello @Nik_27, our service team will contact your again shortly. We ask for your patience. 

Best regards, Philip 

[Nik_27]

Update 17.02: Now the cam results as NOT visible by the Bosch Smart Home app (even if it's totally visible and ON by Bosch Camera app) 

[Nik_27]

From this screen, it's possible to get confirmation that Firmware is updated ("Attualmente" means like "actual") and the Cam is connected to Bosch Smart Home.

[Nik_27]

Dear all,

is there any update on the Ticket ?

Thank you in advance

[Philip]

Hello @Nik_27, we have informed our service team to provide a status update. Someone from the support team will contact you shortly. Best regards, Philip