AD110 Doorbell works but won't let the app connect

[GaryOkie]

FYI - this thread duplicates the exact same issue in the SmartHome Server Down thread. Yeah, for those AD110's that were connecting fine (new firmware or old), connectivity was lost again yesterday. Just suggesting that this thread be closed and instead follow the other.

[amcrest168]

hopefully one of our volunteer moderators can delete this thread. this forum does not allow ops to edit anything after a certain period of time has passed other than deleting. also i wish there is a way for moderators to mark an important thread as a sticky to guide forum members on issues and solutions.

[GaryOkie]

@amcrest168 - "volunteer moderators"??? - Sorry, but there does not appear to be any active anymore.

There are 7 moderators with site admin privileges identified on this Amcrest forum (click on the green "mod" link). NONE of them have have been active for a year!

• Melvin – 2238 posts – last active July 2019.
  Stanley – 102 posts - Last active: Nov 2015
  Alvin – 1 post - Last Active: Nov 2015
  Patrick – never online
  John Davis - never online
  Albert - 33 posts – Last Active: Oct 2016
  TheUberLord – 32 posts - Last Active: Nov 2017

As I mentioned in the other thread, the lead admin James.S hasn't been active since April 11 this year, and that's when the pandemic started heating up, so hopefully he's ok. But things in Houston sure aren't looking good right now.

There appears to be one active administrator who I don't think is an Amcrest employee - @mromamcrest This site shows he was active today, but I don't see any posts from him or her for over a year.

In any case, finding someone to delete this thread is really the least of our concerns. Finding someone from Amcrest that will join in and assist us is essential, especially to keep us informed via announcements. And to now learn that this site doesn't appear to be moderated or administered at all - is that really the case? Unbelievable, if so.

[GaryOkie]

Hi @mromamcrest and @Kwing . You are the only site admins or moderators that I have been able to determine as still active on this forum (as of today).

The SmartHome app is now offline and unable to connect to the SH cloud service so our AD110's are not usable for our security in answering the door or retrieving recordings. This started 2 weeks ago for some, but as of yesterday, it appears that everyone was affected by this serious issue.

All we are getting from Amcrest support are apologies for the delay in responding and the length of the outage. We found that a factory reset may be necessary to reconnect. Is this the official Amcrest support remedy for this connectivity issue which has occurred twice in 2 weeks?

Would one of you post an announcement on the SmartHome Forum and provide us with some useful information about the issue please? Just knowing that a fix is imminent where we don't have to factory reset each time would be incredibly helpful.

[Revo2Maxx]

They are working on that also asking to please inform in another thread what states are affected

[Revo2Maxx]

@GaryOkie I think amcrest168 is referring about Mentors as my Self and Longedge are here daily

[GaryOkie]

Just noticed that James.S was delisted as a site administrator after my post. At least it appears @mromamcrest is watching this site and making some long overdue maintenance/admin tweaks - so that's good to know.

We still don't have any official announcements from Amcrest posted about this critical service outage. There are many of us willing to work closely with Amcrest to assist with debugging if that is of any interest.

Please keep us better informed!

[amcrest168]

an official announcement from amcrest would be appropriate when many users are affected by the outage. i have mentioned in other threads that i'm going to leave the doorbell alone for now but my wife said we're taking the children out for an outdoor hike on sunday morning as a little break from the 'shelter-at-home' so i had to perform the hard reset this morning so the doorbell can reach me when we're out and about. users really should not have to perform repeated unscheduled hard resets hence i'm urging amcrest to be more proactive with their service outage communications.

[tgfarrell]

If I have the doorbell already in my home app on my phone and I hard reset. What exactly has to be redone? I see in the manual it advises deleting the doorbell from the online account but doesn't say anything about the app.

[amcrest168]

@tgfarrell, there is no need to delete the doorbell from the app. simply perform a hard reset and go to the device wifi settings and follow the hot spot instructions. the app shall guide you through the set up.