eero6 and Yale security camera DVDR not connecting

[ericmcblain]

Since getting my eero 6 I cannot add my security device into my Yale App to remotely access the cameras on my smartphone, any suggestions for a fix?

[KeithFrench]

Hi @ericmcblain 

Please can you PM that photo to me (to preserve your privacy) which @Anonymous rightly deleted from the public forum yesterday.

[Anonymous]

Morning,

I've deleted the photo from your last post as it appeared to contain personal information. I've passed this over to one of my colleagues to look into why the alarm won't connect to the eero and I will post back here as soon as I receive an update.

Thanks

Michelle

[ericmcblain]

 

[KeithFrench]

Hi @ericmcblain 

PLease can you confirm the model number of your alarm & the state of the lights on it?

[ericmcblain]

Profile updated

[Anonymous]

Morning,

Can you please update your community profile to include your:

• Name
• Telephone number or Account number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[KeithFrench]

Hi @ericmcblain 

I don't suppose the orange light is flashing on your Yale by any chance? Just found out on the other thread which is this problem. According to Yale:-

A flashing orange light or beeping on a Yale alarm typically indicates a fault within the system, most likely a low battery or a tamper alert on one of the sensors; check the fault log within the Yale app to pinpoint the exact issue and address it accordingly. 

[KeithFrench]

Hi @ericmcblain 

Someone else has the same issue:-

https://community.talktalk.co.uk/t5/Full-Fibre/YALE-alarms-do-not-work-with-Eero/m-p/3093591#M36247 

However, that one is waiting on help from the support staff, as they do not work at weekends. 

I might be able to help you, but I need more information. The other customer was connecting the alarm via Ethernet, but not knowing the product, I have no idea if thy all connect like this or does yours connect via WiFi? If WiFi, what WiFi bands (2.4GHz and/or 5GHz) does the Yale alarm support & up to what WiFi mode (802.11b, g, n, ac or WiFi 6 [.ax])? What sort of error message do you get in the Yale app when you try to connect?

If it only supports the 2.4GHz band, have you tried pausing the 5GHz band temporarily in the eero app, whilst you try to connect? This can be done via:-

Settings > Troubleshooting > My device is 2.4 GHz only and tap Temporarily Pause 5 GHz.

There is now a 10 minute window to turn on the devices back on again.