Alexa timing out when waiting for Eufy Solocam S40 to respond

[finally+learned]

Hi there, 

I have Sky fibre broadband with the appropriate hub broadcasting dual-band Wi-Fi. My Alexa show 8 and Alexa show 10 connect on the 5 GHz band and both my Eufy Solocam S40 connect on the 2.4 GHz band.

Both are set up correctly, been through the process with both Amazon and Eufy multiple times, with both providers now pointing towards the Wi-Fi.

The problem is that when I ask Alexa to show either of the cameras it times out waiting for a response. Both devices say the connection strength is good and I can access the cameras from the Eufy app instantaneously. 

Any advice would be greatly appreciated. Would splitting the bands help? Eufy say dual band won't cause an issue.

All suggestions welcome.

[JimM1]

@finally+learned What is the appropriate hub that you have from sky, split may work but it does depend on the hub! Tips above will show you what to do....

[finally+learned]

Hi there, sorry, not at the hub right now, but it's the black, upright full fibre. The my sky app just refers to it as a hub. Not much use, sorry. Any particular reason?

[Chrisee]

@finally+learned If the cameras are already networked splitting bands is unlikely to help. Amazon's software can be infuriating to set up but a reboot of devices including the hub might help.You may wish to set the two cameras to a fixed IP address by reserving the address in the hub's settings. How you do this varies by which hub you have.

[finally+learned]

Hi there, finally found it's a Hub 4.x

Yeah, pretty much tried all the reboots, removals, re-installs, unlinking, linking, wishing, crying, praying ... 

Amazon have washed their hands of it and Eufy are at the point of replacing the cameras. I'm wishing I'd bought Reolink! 

However, through the app the Eufy's are excellent and the forever power solar panels are amazing.

I'll try the reboots again. 

Thank you 🙏😃

[JimM1]

@finally+learned Always the same trying to integrate different systems, and one supplier blames the other and now you have them all ganging up on the hub, if you have not already got all mounted and working, possible to take them next to the hub and see if alexia likes to play when they are close with a good wireless wi-fi signal to rule that out. Just another way off seeing who is doing what!

[finally+learned]

Good idea, I'll try that tonight.

Thank you 🙏

[finally+learned · Accepted solution]

Hi there, well I can confirm it is an Alexa issue, just spent an hour on the phone to Amazon support and within a minute they asked me to unlink and then relink the Eufy skill and low and behold it worked, once!

Now at least it shows the camera feed for 1 second before failing.

They appear to be blaming an account setting but won't tell me exactly what.

so thank you for all your help and suggestions, we all new it was unlikely to be the router but you tried valiantly anyway so genuinely, thank you 🙏

[JimM1]

@finally+learned Patience and not throwing the towel in, takes whatever to get it all going, but the Forum is always about if you need to bounce ideas off someone, may not always get it right but we do try what we can and as best we can!