Homebase Offline - need it fixed tomorrow

#1

I know this has been covered in another post, but I can’t see the solution…

I have a friend who is going away on a long holiday in a couple of days, and the other day his Homebase went offline. No issues with the internet as it’s all connected, and the Homebase is connected via LAN and shows on the router.

I deleted the Homebase from the app to start from scratch and apart from sometimes the light not going from red to white, when it does it won’t let me sync - holding down the sync button on the Homebase isn’t coming up with the voice ready prompt.

Everything is on the same network, and even scanning the QR code seems to not work as it says “serial number incorrect”.

Can someone from Eufy help me ASAP, I’m running out of time, and he really needs the security of the cameras while he’s away.

#2

@AussieMediaGuy Sorry to year of your friends issue. The Eufy team do not work weekends and responses here can be slower than direct communication to the support line. I would recommend using one of the following direct contact methods tomorrow for a quicker response…

https://www.eufylife.com/contact

1 Like
#3

As @ndalby said, use the link and direct contact them during the appropriate hours tomorrow morning.

#4

Hey,@AussieMediaGuy, we are sorry for the inconvenience.
Did you contact our after-sales customer service to give us feedback on relevant issues? If not, we would like to help you verify the details of the problem, please feel free to contact us via support@eufylife.com, provide your Homebase’s SN number and add some descriptions if it’s convenient for you.
We will reply to you as soon as possible.

#5

That happened to me to. Try restarting it

#6

Hello if your homebase is offline … typically that means the path for communication has failed. So there are two endpoints where this can happen unless your provider is down.
So here are some suggestions
a) Sign on to your Eufy Security, Go to Devices and select your homebase … there you will see the IP address of your machine try to ping it … enter the command ping and the address from your cmd in windows or a terminal in Linux ( i.e. ping 192.168.4.18) << Make sure you are using the right address … if it doesn’t come back then
b) Power off you homebase and turn it on ( Home base reset ) and wait until the red flashing stops
c) If your homebase remains red … next power off and power on the router that is connecting to the homebase and wait … ( this might take a little time depending on your router and the provider … hopefully not more than 10 minutes ) … take a look at your home base light it may have reconnected and displayed blue … if that doesn’t call the Eufy support to reconnect your homebase to your router with your Ethernet cable … don’t worry this will typically get resolved