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SGBCle's profile

New Member

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6 Messages

Saturday, November 12th, 2022 10:29 PM

POE camera keeps dropping since installing smart home manager. How do I turn off smart home manager?

I have a FOSCAM security camera connected via ethernet cable to my router. The router was changed about  two months ago and now is a BGW210. Around the same time, I installed the Smart Home Manager. Since then,  the camera randomly drops off the system anywhere from minutes to a few hours after restoring the connection. I had no issues with the connection when using my older Gateway router. When I unplug the ethernet cable from the router and plug it back in, the picture comes back instantly, so I don't think the issue is the camera.  I would like to turn off the the Smart Home Manager for a while to see if the behavior changes. How do I turn it off???  ATT gives lots of advice to reset the gateway, etc. I did that and it made no difference.  The camera has a static IP address so I can see it from outside the house, but the connection is not a wireless connection. Since I know how to set the connections in the router, I fail to see what the smar home manager does for me.

ATTHelp

Community Support

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207.4K Messages

3 months ago

We'd be happy to help with your Smart Home Manager concerns, @SGBCle.

 

We recommend that you uninstall the Smart Home Manager app from your device, then try reinstalling it again.

 

Have you also tried installing the Smart Home Manager app on another device, that is not used to monitor your camera system?

 

Please reach back out, and let us know if this helps.

 

Latoya, AT&T Community Specialist

tonydi

ACE - Guru

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9.5K Messages

3 months ago

Unless you've set up parental controls on that particular device via SHM, I don't see how it would ever affect the connection. 

With the exception of a couple of small things, SHM isn't necessary and since it's such a dumpster fire I'd say uninstall it and don't bother putting it back.  You're right, you can do most things without it through the gateway's UI and maybe one or two mobile apps.

When the camera drops the connection, do any other wired devices drop or is it just the camera? 

How are you determining that the camera is down?

Can you ping the camera's IP when it drops?

New Member

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6 Messages

3 months ago

I can't connect to the camera's web UI or see the image when it is down. I have two FOSCAMS and both drop.  I talked to ATT support today and they are sending me a new router. (This will be #3). Will see what happens.  

New Member

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6 Messages

3 months ago

And yes, it is just the cameras. THey told me they needed to increase the bandwidth. They then separated the 2G and 5G networks, but of course, that didn't affect the wired connection.

tonydi

ACE - Guru

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9.5K Messages

3 months ago

THey told me they needed to increase the bandwidth. They then separated the 2G and 5G networks

🤦‍♂️🤦‍♂️

What about the ping test?  It's not uncommon for these cameras to drop the "visual" side of things but still be connected to the network.

Both cameras drop at the same time, or each at random times?  

Is there any consistency in the drops, like a certain number of minutes/hrs between drops?

ATTHelp

Community Support

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207.4K Messages

3 months ago

We'd be happy to take a closer look into what's causing your cameras to disconnect, @SGBCle.

 

In order to proceed further, we would like you to join us in a Direct Message. You can do this by checking in the DM inbox which is located next to the bell icon.

 

We are looking forward to working with you to get this resolved.

 

Latoya, AT&T Community Specialist

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