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Problems connecting to cloud

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15 comments

  • Logi_Aron

    Do you have multiple routers? How are the routers connected to each other?

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  • Jeremy81322233

    Thanks for your fast reply. I will describe my setup as best I can. The main router is connected to the ISP's cable and has a 2.4 GHz wireless capability and 4 RJ45/ethernet sockets. One of these sockets is connected by CAT5 to a wireless access point elsewhere in the house. This also operates at 2.4 GHz. The main router is set up as the DHCP server. I can connect successfully to the cloud via the main router's radio network but not the access point's radio network.

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  • Logi_Aron

    You might have a double NAT issue with overlapping private IP ranges. Is your second router in bridge mode with DHCP turned off? Do you plug the ethernet line into the WAN or LAN port on the second router? Do you run the second unit on a different channel from the first?

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  • Jeremy81322233

    The second device is an access point, not a router. It does not have its own NAT. It is not a bridge, it is an access point. It is connected correctly to the router through a wired ethernet link. I can confirm on the router that the Circle 2 has been given an IP address. The two wireless networks are on different radio channels. The access point is a TENDA 54M.

     

    I get the "awesome" message from the app that the Circle 2 has joined the wireless network. However it then tries to connect to the cloud "Now connecting to your cloud" and this is where the error occurs. After some time I get the "setup error, reset required" message on the app. The LEDs are fast blinking white at this point. Eventually it automatically tries again but the same thing happens every time. No amount of resetting makes a difference.

     

    The question for you guys is what could cause a wireless connection to be established, an IP address to be issued from the router's DHCP server, and yet the connection to the server to fail to be established.

     

    The access point and the camera are a few feet away from each other so its not a signal strength issue.

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  • Jeremy81322233

    @Aron Rosenberg?  How do I get a response from Logitech on this matter? I have given all the information asked for.

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  • Jeremy81322233

    @Aron Rosenberg? I am still waiting for a response

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  • Logi_Aron

    Can you setup the camera on your working AP and I can push the latest firmware to it? Then you can try to re-setup on your 2nd device. If so, please post the MAC address of the camera here.

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  • Jeremy81322233
    Hi Aron Thanks for responding. MAC is 44 73 D6 1B EF 91 Current firmware is 5.6.46 Jeremy
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  • Logi_Aron

    Both your cameras are updated to 5.6.49. Can you try setup on the 2nd AP and see if it works? If it doesn't, please don't unplug it, just redo setup on your original AP and then once online submit a diagnostics via the app. Removing power or resetting, will cause all the logs on the camera to be lost.

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  • Jeremy81322233
    It updated to 5.6.49 OK but didn’t work on the 2nd AP. I’ve redone setup on the original AP. I’ve just submitted diagnostics.
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  • Logi_Aron

    From the logs, the encrypted TLS connection to our servers is timing out when on your 2nd AP. This media connection uses WMM/QOS priority markings, and its possible your AP isn't handling this correctly. The initial probe for connectivity works (but it doesn't request WMM/QOS priority) and uses basic HTTP.

     

    We have seen this before and it is sometimes fixed by getting the latest firmware for your router.

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  • Jeremy81322233
    Thank you Aron for this diagnosis. It seems I need to obtain a new AP as the AP is no longer supported. But at least you have identified the problem.
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  • Logi_Aron

    Can you post the exact model number and firmware version of the AP? Want to see if we can buy one here.

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  • Logi_Aron

    Looking further at your logs your Tenda doesn't appear to support 802.11n (or it might be disabled).

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  • Jeremy81322233
    You’re right – it only supports 802.11b/g. So if the cameras require 802.11n then I have to upgrade my access point. It may be 10 years old but it’s not actually caused me any problems previously. But if I have to upgrade, then that’s what I will do. Thanks for your excellent remote problem solving. At least you’ve got to a clear answer.
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