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I'm having issues with the video stream. What should I do?

This article will help you if you encounter any of the following issues:

- The video stream of your Withings Home™ is not accessible
- The video stream of your Withings Home™ is blurry
- The video stream of your Withings Home™ is in black and white
- Your firewall keeps you from streaming the video 

 


  

The live stream of your Withings Home™ is not accessible

- If your Withings Home™ emits a blue light, you have to install it.

- If you've never been able to access the live stream:

  1. Go to the Bluetooth settings of your mobile device.
  2. Tap the (i) icon next to the Withings Home™ you want to forget from the list.
  3. Tap Forget This Device.
  4. Perform a factory reset by unplugging and plugging the power supply of your Withings Home™ back in five times:
    a. Unplug it from the wall socket.
    b. Plug it back in.
    c. Repeat as soon as your Withings Home displays an orange light.
    You can then go back to the app to install it.

- If your Withings Home™ emits a blinking orange light:

  1. Restart your router and your Withings Home™.
  2. Try moving your Withings Home™ closer to your router if you're using Wi-Fi.
  3. Try using another Ethernet port if you're using Ethernet.

- In all the other cases:

  1. Make sure your network is working by using it on your phone and trying to connect to the internet from your phone.
  2. Restart your Withings Home™.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

 

The video stream of your Withings Home™ is blurry

If the video stream of your Withings Home™ is blurry, make sure that you have removed the plastic film from the lens.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

  

The video stream of your Withings Home™ is always in black and white

If the video stream of your Withings Home™ is always in black and white, perform the following steps:

  1. Make sure your Withings Home™ is not too close to a wall or to any object.
  2. Make sure there is enough ambient light during the day.
    If there isn't, try to increase it.
  3. Make sure the night vision feature isn't set to ON.
    If it is, you can change it from the app by going to Settings, tapping your Withings Home and tapping Night vision.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

 

My firewall keeps me from streaming the video. What should I do?

If your firewall keeps you from streaming the video, you need to open some of the ports of your router, more specifically port 3478 and all the ports of the 1024 - 65000 range.

You also need to make sure that port 5222 remains open so that your Withings Home doesn't appear as unavailable.

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