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HopkinsE's profile

New Member

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3 Messages

Friday, February 3rd, 2023 5:32 PM

Can't connect my IP Camera.

I have two ION THE HOME Cameras connected to my network, for years. I have two new cameras that will not connect to the router. I have tried a number of times and they fail. I have tuned off the Router and Reset the Router with no success. I have looked for a solution but found none. 

Community Support

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229.7K Messages

1 year ago

Hey @HopkinsE. Thanks for reaching out to us, and we'd be happy to help with getting your home camera connected to your network. 

 

To get started, please share with us what happens when you input your network username and password for your Wi-Fi network. Does it give you a message that that information is incorrect, or does it connect but the WI-Fi service doesn't work.

 

We also have some information on how to set up 3rd party devices to your network.  

 

We look forward to hearing from you. 

 

Robert, AT&T Community Specialist 

New Member

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3 Messages

1 year ago

So I enter the WiFi name and Password, set the camera to connect and it only has a light that Blinks an indication of the status of the connections progress. The light continues to Blink and finally shows a Red and Blue alternating Blink that is an indication that is failed to connect. The unit is next to the router, I have entered all information correctly many times and it continues to fail. 


I look at the router logs and it seems to show the Camera is reaching out to the Router but still fails. Not sure if it's having some problem with the Router or if it's getting some fail message from the IONTHEHOME server. I has to pass my account information to them to connect. 


Maybe you can't answer this question either. I have worked in Systems support for 37 years and this is hard because I get no useful information. And with two of the same cameras running, I don't know why these two new ones are having issues. I have tried to contact the company and so far without success. 
Thanks.  

Community Support

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229.7K Messages

1 year ago

Thanks for sharing that information with us @HopkinsE

 

Some 3rd party cameras have a problem connecting with our AT&T gateway because of the band steering feature on our gateways. That causes the devices to fail to negotiate a 2.4GHZ connection. 

 

To disable the band steering, go into your AT&T gateway's UI using your browser and pointing it to 192.168.1.254. Then go to the Home Network tab, then Wi-Fi. Finally click on advanced Options. 

 

Once in there scroll down to the 5GHz Wi-Fi Radio Configuration and find the Network Name (SSID) section. Add a -5 to the end of the existing SSID. Then scroll to the bottom of the page and click the save button. 

 

Reboot the gateway, and when it comes back up try reconnecting the camera again. Any device that is a 5GHz capable and is close enough to the gateway to get a good signal will need to be manually pointed to the "-5" SSID so it can connect. 

 

Let us know if this helps. 

 

Robert, AT&T Community Specialist 

New Member

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3 Messages

1 year ago

First Thanks for responding. While that sounded like a reasonable issue and solution, I'm sorry to say that I implemented the change to the Router, and it had no impact on the problem. The two Cameras wouldn't connect. I do see their MAC address shows up in the device list, so they are talkng..... a sign of life? 

I also believe this issue is blocking an old tablet I have from connecting as well. I didn't think these were related. However, I have taken my old tablet to other locations, and it connects to the internet without hesitation. I'm sure it's only 2.4HZ capable, at home it can't see the new -5 SID.  

I did read in another post that turning off the Firewall solved the issue for another user, any ideas on that. I never like the idea of turning off the Firewall unless you are sure it will not reduce by security profile. 

Interested in any ideas you may have.  Thanks again. 

Any additional solutons would be appreciated, 

Community Support

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229.7K Messages

1 year ago

Thanks for getting back to us, HopkinsE!

 

Unless you're going to set up IP Passthrough and have another router take over the firewall duties, we don't recommend disabling it, as it will make your network vulnerable to attacks.

 

If your cameras are only capable of connecting to the 2.4GHz network, that's what you'll want to connect them to. If it's not connecting, we recommend contacting the manufacturer.

 

Disabling band steering should help the cameras connect. Just omit the step of adding a -5 to the end of the existing SSID. For more information about band steering, visit our article about 2.4Ghz vs. 5GHz.

 

Let us know if you still need assistance!

 

Aminah, AT&T Community Specialist

New Member

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1 Message

1 year ago

HopkinsE,
I am having the same problem with an ION camera that has worked for years. It was disconnected for several months and now 
I can not get it to complete the setup / registration. I am treating it like a new camera.

I get the same red/blue led pattern indicating failure to connect.

I suspect that the server is unavailable. I have requested help from IONtheHome but they appear
to have poor support. I would like the IP of the IONtheHome server it is attempting to connect to, but 
they do not respond.

Have you received any help ?
 

ACE - Guru

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9.9K Messages

1 year ago

@gwculli  @HopkinsE   While I would have bet the farm on this being a band steering problem, I did just look up reviews on Amazon and this failure mode seems to have been a common problem for years.  Cameras that worked fine suddenly go into the alternating blinking mode and they're toast.

That would also explain why their "support" people don't want to talk to you, they know it's an inherent flaw.

New Member

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5 Messages

1 year ago

Hey Robert: Your "-5" at the end of  SSID solved my problem unable to connect my security cameras (CloudEdge type). I had disabled the 5 GHz band and did nothing. This solution is simple and effective. Thanks!

New Member

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6 Messages

10 months ago

If you are having trouble connecting your IP camera, there are several possible reasons for the issue. Here are some troubleshooting steps you can try:

  1. Check your network connection: Make sure your camera and your device are connected to the same network. If you are using Wi-Fi, check that your signal is strong enough and that you have entered the correct network password.

  2. Check camera settings: Verify that your camera is set up correctly, and check the camera's user manual for instructions on how to connect it to your network.

  3. Check for IP conflicts: Make sure that there are no other devices on your network using the same IP address as your camera. To avoid conflicts, you can assign a static IP address to your camera.

  4. Reset camera: Try resetting your camera to its default settings and then reconfigure it for your network.

  5. Firewall settings: Check your firewall settings to ensure that your camera's IP address is not blocked.

  6. Update firmware: Check if there are any firmware updates available for your camera and install them.

If none of these steps work, you may need to contact the manufacturer for further assistance.

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