Getting pictures to website but none through the app

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bwilly02

• June 10, 2019 15:40

All of a sudden last month I stopped getting pictures in the app. If I log into my account on the camera management website I see the pictures but nothing coming to my phone app. Help?

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  John Lockburner

  • June 10, 2019 16:00

  Have you updated to the new app? What version is the app on your phone? Ios or Android?

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  bwilly02

  • June 10, 2019 16:59

  I have uninstalled and re-downloaded from the play store a few times the last couple weeks, including today.  Google Pixel 3 phone app version 2.4.9 OS Version 9/28. Free Space 22 GB.  This just started happening last month.  Still getting regular status updates to my email as well, just no new pics through the app.

   

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  John Lockburner

  • June 10, 2019 17:07

  I just want to be sure that you are using the same log in information (username & password) for the camera management portal and the app?

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  John Lockburner

  • June 10, 2019 17:07

  Download only when on wifi turned off in the app settings?

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  bwilly02

  • June 10, 2019 17:13

  wifi only is turned off.  In the app when I go to 'account' and hit log out, it says would you like to proceed, etc?  I click yes, but I'm still not logged out...at least it doesn't look like it.  Still shows my email up top, I can check credit history, etc.

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  John Lockburner

  • June 10, 2019 17:14

  OK go into the phone settings (not the app) and follow these steps in this exact order and see if this helps

   

  clear data

  uninstall app

  reinstall app

  clear cache

  log back in

   

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  bwilly02

  • June 10, 2019 17:27

  so everything stayed the exact same after I reinstalled the app.  I went to the account part of the app and went to the change password function.  For some reason it had a different password than the web portal.  I had to guess a few times, but when I changed the password to match the web portal it logged me in again and now all the photos are downloading.  The odd thing was the 'Old password' is the exact same as the new password...so it wasn't really different, but when i put that password in all three blanks it worked.

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  John Lockburner

  • June 10, 2019 17:40

  Glad it's working for you now, who knows, maybe just gremlins.

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