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D-Link IP Cameras for Home => DCS-2330L => Topic started by: drogueaf on February 12, 2019, 03:59:02 PM

Title: Suddenly No Email attachment
Post by: drogueaf on February 12, 2019, 03:59:02 PM
Since a few days ago and without any change in the configuration from one year or more one of my DLINK Camera a DCS 2330L stop sending email with no movie attachments when a motion is detected . Just an Email is received with the following text :
"Camera Name"  has detected a motion (and no enclosed attachment) . Just this simple statement
Curious thing is if you disconnect the camera (energy) and turn on again everything seems to be normal for hours until the problem starts again .
Please , anyone have any ideas about this problem? .
As I said , the camera was running without any issue for more than one year . No upgrade , No firmware update was done .

IP Camera Name   XXXXXXXX
Time & Date   Wed Feb 13 20:08:26 2019
Firmware Version   1.14.03
Hardware Version   A
MAC Address   xx:xx:xx:xx:xx:xx
IP Address   xxx.xxx.xxx.xxx
IP Subnet Mask   255.255.255.0
Default Gateway   xxx.xxx.xxx.xxx
Primary DNS   xxx.xxx.xxx.xxx
Secondary DNS   xxx.xxx.xxx.xxx
PPPoE   Disable
DDNS   Disable
Agent Version   2.1.0-b02

Any help or hint will be appreciated . 

Please , note that problem is aleatory and can not be reproduced .
Title: Re: Suddenly No Email attachment
Post by: drogueaf on February 18, 2019, 04:49:06 PM
One week since the post, and also the reporting of the problem to LA D'Link Technical Support .
No comments , no answers , no recommendations , Nothing .  >:(
Title: Re: Suddenly No Email attachment
Post by: FurryNutz on February 19, 2019, 05:55:13 AM
Link>Welcome! (http://forums.dlink.com/index.php?topic=49573.0)



What Mfr and model is the main host router?
Has there been any changes in router configurations or email services? Cameras don't stop sending attachments unless the attachment gets blocked by an ISP or email service. Sometimes email services update there security policies and can inhibit attachments from coming thru.
What ISP do you use?
What email service do you use?
Try a different email service as a test to see if attachments come thru.

Since a few days ago and without any change in the configuration from one year or more one of my DLINK Camera a DCS 2330L stop sending email with no movie attachments when a motion is detected . Just an Email is received with the following text :
"Camera Name"  has detected a motion (and no enclosed attachment) . Just this simple statement
Curious thing is if you disconnect the camera (energy) and turn on again everything seems to be normal for hours until the problem starts again .
Please , anyone have any ideas about this problem? .
As I said , the camera was running without any issue for more than one year . No upgrade , No firmware update was done .

IP Camera Name   XXXXXXXX
Time & Date   Wed Feb 13 20:08:26 2019
Firmware Version   1.14.03
Hardware Version   A
MAC Address   xx:xx:xx:xx:xx:xx
IP Address   xxx.xxx.xxx.xxx
IP Subnet Mask   255.255.255.0
Default Gateway   xxx.xxx.xxx.xxx
Primary DNS   xxx.xxx.xxx.xxx
Secondary DNS   xxx.xxx.xxx.xxx
PPPoE   Disable
DDNS   Disable
Agent Version   2.1.0-b02

Any help or hint will be appreciated . 

Please , note that problem is aleatory and can not be reproduced .
Title: Re: Suddenly No Email attachment
Post by: drogueaf on February 20, 2019, 08:21:33 AM
Data requested

Router : Netgear Orbi RBR50 / RBK50
Region : LA / Argentina
ISP Provider : Movistar (formerly known as Telefónica)
No changes in Router Configuration / No problems on ISP
Your comment regarding Cameras are not sending ..... (is Wrong) just one of the cameras is not sending (as I mentioned previously in the report)
I have 5 Dlink Cameras and One more of another brand . All the cameras are working OK (Exception is the DCS 2330L) .
I am using 6 Emails addresses for each Camera (GMAIL) , so It doesn't make sense to use another Email service provider , when all the Cameras are running fine with the same provider .

Anyway , I'm going to continue for the moment with D'Link (I spent some money  in all the infrastructure in my house so the idea is to keep them running at least for 2 years more) .

Hope it helps to your analysis . I will continue investigating by myself . Keep an Eye in the statement that if you turn off the camera and turn on again , everything starts to work fine .

Waiting for your comments as soon as possible .
Title: Re: Suddenly No Email attachment
Post by: FurryNutz on February 20, 2019, 08:34:17 AM
You'll need to contact your regional D-Link support office.
I would try another 2330L to see if it doest he same thing. Possible issue with either FW or HW.
Something your regional D-Link support office should be able to help you with.
Title: Re: Suddenly No Email attachment
Post by: drogueaf on February 20, 2019, 01:07:11 PM
Reported via Phone one week ago . No answer from them yet . I'm going to try again .
Title: Re: Suddenly No Email attachment
Post by: drogueaf on February 25, 2019, 08:54:35 AM
Problem was As expected - from Dlink Support

1 - Problem reported Via Phone Regional Support (no answer)
2 - Problem reported Via Forum (no concrete answer)
3 - Problem reported Via Chat Regional Support (no answer)
4 - No Case Number received from Email
5 - No formal escalation dones , as promised , via Chat 


Same questions done , again and again , when all the information was posted on the Forum (Sample : 5 Dlink cameras running with the same Email provider and try to change the email provider when I'm telling I dont have any problem with other four devices with the same service provider) . Amazing .

What a shame - for Dlink reputation as a global support (no answers , nonsense questions) lot of time by myself trying to find out the issue .

Conclucion : Problem solved by myself (Still I don't know why it happened and why was working for more than 19 months after the camera was installed , and the more strange stuff was why it is solved , temporarily , when  you turn off and turn on the device and works fine for some hours) .

Case Closed from my side
Best Regards 
Title: Re: Suddenly No Email attachment
Post by: FurryNutz on February 25, 2019, 09:18:07 AM
Ya, would have been nice to know what happened.
Anything I guess. Possible bad state of the camera or some configuration or networking item was not working right.

Good Luck  ;)
Title: Re: Suddenly No Email attachment
Post by: drogueaf on February 25, 2019, 06:28:11 PM
Hi @Furrynutz ,
I didn't mentioned what happened on purpose . Just to realize if someone from D'Link Technical Support replies or mention something about this or , at least , interested in the issue .

Just some answers to your comments .
1 - HW Problem? Could be , but someone from technical experience should give me some information in order to confirm .3
2 - Networking problems? For sure not , I have some background in this area and I can tell you I have running more than 20/25 devices average (many IoT) without a single issue related to networking
3 - Configuration problems? I can tell you that in general Dlink cameras are not an easy job to get the right configuration . I can tell you that I have the opportunity to configure other brands (my mistake to buy all the cameras almost at the same time and choose just one brand) and the configuration for other brands are a piece of cake comparing with a DCS 2330L outdoor .

Just related to the problem itself ,
Sincerely I dont know if the problem was solved yet , because today I received some Motion detections Emails with no attachments (just 8 emails) and the remaining emails were ok (I mean with attachments) .

If someone has the same problem with a DCS 2330L or perhaps another similar Dlink camera I Can tell you that first solution is to turn off and turn on the device (please allow me to think that is not a serious code inside the camera  -Firmware- if the problem is solved with the shutdown of the device)  .
Second solution that helped in my case , was to remove the PIR activation jointly with Video Motion detection , Just Video motion detection with a sensitivity in a level of 8 (I have both parameters activated and sensitivity of 1 in the past) is activated .
Hope my explanation helps to other users in a similar problem , I'd like to rephrase myself that in my opinion the problem is not solved just was workarounded.
Still waiting from an answer about how the Camera was working almost 2 years without a problem and "Suddenly" appears without any change in the Home infrastructure and the Camera itself  .

What I should expect from a serious technical support ?
1 - Answer the Calls and provide the proper information
2 - Answer also the DM in Twitter
3 - Help the user - Give a Case Number - Escalate the problem -
4 - Regional Support must not ask always the same lessons learnt in "primary school" about possible issues (if the user posted all the information in written way and available in the forum , it doesn't make sense) .
    -   Is not useful for a user who is using 5 Dlink cameras , since almost 3 years , to proposed the change the  Email provider ,  in order to test if the email arrives with attachment .
   -    Is not useful for a user to wait for a case number and no one sent a single email with this data or at least some recommendation 
   -    Is not useful for a user to explain the same things to two different agents (dont you have a logging of questions and answers?)

Still waiting for some technical support comments  .  (User Experience is very bad , as you can imagine)
Title: Re: Suddenly No Email attachment
Post by: FurryNutz on February 26, 2019, 06:48:53 AM
Well, you've been the only one to report something like this happening. So it maybe isolated to your environment or this one particular unit.

Withholding information or details of your problems is not a good thing. The more information we get here in the forums the better and it helps us get a better idea of the situation. Withholding information doesn't help solve the problem.

D-Link support is regionally managed so each region kind of does it's own thing. The experience you had would have not happened here in the USA.

You'll need to let the camera do it's thing and see if it happens again, if it does, would have to try to figure out whats wrong with it. If it's the only one doing this, then it maybe just faulty and needs to be replaced.



Title: Re: Suddenly No Email attachment
Post by: drogueaf on February 26, 2019, 07:20:03 AM
I was waiting for this type of answers . Is not the idea to withhold information , but pay attention to your Regional Technical Supports that doesn't pay attention to users problems , if you read in details my previous comments  , The idea is to improve the service . If you are a global Brand and pretend to play in the Global Market you must know that User Experience is the best thing  that  user consider to continue buying , using , and recommended a brand . 
As you can imagine , I'm not happy writing this lines but Im exhausted trying to contact D'Link and no proper or no answers received , Sorry to disturb people from US with a LA posting , but you need to know that other Regions doesn't receive the same quality of service that perhaps you have in US .
As I mentioned a have a lot of IoT devices , I receive support from Taiwan , Singapur , Germany , US , etc. without any problem and nobody told me that I need to contact Regional Support (That could be ok if this Regional Support answer properly to users questions or give any sign of life) .

My apologies if any of my comments have offended in any way , is not my intention , Just comments from a disappointed user .
Title: Re: Suddenly No Email attachment
Post by: FurryNutz on February 26, 2019, 07:28:51 AM
Were not offended, were just explaining about how some things are for D-Link. Posting about it here does help, however most other regions pay little attention to this forum aside the USA and a few people I know. Other then that, each region does it's own thing. All we can do here is to try to help troubleshoot the issue and after thats exhausted, it's up to official D-Link support to go from there. I do agree, any region of D-Link should handle support to the best of there abilities.

Title: Re: Suddenly No Email attachment
Post by: drogueaf on March 06, 2019, 05:42:20 PM
After many attempts to get an answer , the issue was finally escalated from the Region to , (I don't know to whom or where) ,  but at least I have a Case Number .
Problem still continues with intermittent failures (like Live Video Lost) but camera is  still recording in the SD card . As previous comments said , the issue  cannot be reproduced and it's solved turning off and on the device or I found out that , in many cases , it's solved (in local mode only) changing something in the Image setup , like flip or mirror (because you have a change in the image that restores the live video) and it is solved for some time until the problem appears again (???)  .  Case Number Nro. 128437 .
Title: Re: Suddenly No Email attachment
Post by: drogueaf on March 18, 2019, 10:12:03 AM
As expected . Still no news . Camera continues with intermittent failures  . More than 1 month without any positive answer . According new Chat with LA support problem will be claim again to the experts (where are they?)  :(
Title: Re: Suddenly No Email attachment
Post by: FurryNutz on March 19, 2019, 06:54:22 AM
I would ask for an RMA.
Title: Re: Suddenly No Email attachment
Post by: drogueaf on March 19, 2019, 06:57:38 AM
RMA doesn't apply as far as told me . Because Camera was bought in US and now is installed in Argentina . Let me know if I'm wrong . Thanks for the comments .
Title: Re: Suddenly No Email attachment
Post by: FurryNutz on March 19, 2019, 08:42:47 AM
Ya, D-Link doesn't support cross regional products.  :-\
Title: Re: Suddenly No Email attachment
Post by: drogueaf on March 21, 2019, 09:49:29 PM
Some news . Regional Support asked me to send the camera configuration in order to test in another camera (I think) .
Now the camera is running with PIR activated. Email video attachments were replaced by snapshots pictures. Lot of false positives received. Still recording in SD without any notice issue .
Let's continue trying to get a workaround. Camera is plugged in to a Smart plug . Turning off and on every two hours to ensure email alert reception with attachments.
PIR seems to be working better than motion detection but still some problems remain .
I'll keep you informed.
Title: Re: Suddenly No Email attachment
Post by: drogueaf on March 26, 2019, 01:43:43 PM
News from Regional Support Team .
Answer received from Technical Support explain the following :
The client has 2 event settings for email and 1 to continue recording on the SD card, and I can assume that this is outside of the limitations of the camera, since events and continuous recordings require the buffer of the RAM memory. When you restart the camera the buffer will be reset to empty, and it will work again until the continuous recording or another event occupies the buffer.The client has 2 event settings for email and 1 to continue recording on the SD card, and I can assume that this is outside of the limitations of the camera, since events and continuous recordings require the buffer of the RAM memory. the camera, and when you restart the camera and the buffer will be reset to empty, and it will work again until the continuous recording or another event occupies the buffer.

Still my question remains regarding,  if the camera has the limitations explained, I don't understand why it was running without any single problem until the reporting issue .

Let's see how to continue from my side . Is not acceptable , for me  , this kind of camera behavior.
Title: Re: Suddenly No Email attachment
Post by: zizu on March 28, 2019, 05:52:31 PM
I am experiencing the exact same issue . same as OP camera had worked with out issue for 2+years. no settings were changed. now i do not receive picture or video attachments. :(
Title: Re: Suddenly No Email attachment
Post by: drogueaf on March 28, 2019, 05:57:43 PM
I am experiencing the exact same issue . same as OP camera had worked with out issue for 2+years. no settings were changed. now i do not receive picture or video attachments. :(
Perhaps firmware has expiration date  >:(  . Sincerely I can't believe it , not only the camera behavior , but the technical answers from the support team .  Anyway , Did you try turning off and on the device? In my case it works aleatory , everything back to normal for some hours or sometime days,  until it starts to fail again . incredible . 
Title: Re: Suddenly No Email attachment
Post by: zizu on March 28, 2019, 08:17:30 PM
i did try turning it on and off. it worked for awhile but now that has stopped working too.
Title: Re: Suddenly No Email attachment
Post by: drogueaf on March 28, 2019, 08:37:54 PM
i did try turning it on and off. it worked for awhile but now that has stopped working too.
Perhaps it's time to think in another solution , because this situation is not reliable from the security point if view.  I have 5 Dlink Cameras and it is not funny to spend more money for replacement . Thinking on it . I will let you know next steps . Have a lot of IoT devices and Dlink seems to be the more unstable ones If I don't have any solution from Dlink . Future should be Cameras with cloud integrated services more reliable and no extra fees and cheaper because the quantity to be replace  . Let's see how to continue. Current environment is not safe for my home .
Title: Re: Suddenly No Email attachment
Post by: zizu on March 28, 2019, 08:50:41 PM
Please keep me updated. I have found the dlink products to be good up until now. I have one other one and it still works normally. It is an indoor model not the same model.At this point I am considering replacing the 2330 with a different manufacturers camera.
Title: Re: Suddenly No Email attachment
Post by: drogueaf on March 29, 2019, 05:36:02 PM
Please keep me updated. I have found the dlink products to be good up until now. I have one other one and it still works normally. It is an indoor model not the same model.At this point I am considering replacing the 2330 with a different manufacturers camera.
Of course . It will be my pleasure to keep you and others updated about this problem . I have 5 D'Link Cameras (the others for the moment are working right) but I'm working in thinking to change all the cameras by another brand . Let's see which will be the new one .
For the moment I've changed the event motion detection (in the DCS 2330L) with Snapshots instead of videos , so camera is working today in continuous recording in the SD and sending email alerts with snapshot . 5 days running without problems but it's not a  guarantee of solution  .
I'm still thinking about changing all the cameras, since I can not rest assured that any of them fails at any moment and I must constantly be aware that everything is working. This should always work without problems. Like the router that has changed for a long time and I do not even remember that it exists. That's how it should work. I'll keep posted and informed
Title: Re: Suddenly No Email attachment
Post by: drogueaf on April 08, 2019, 01:50:13 PM
Update - More than one week working without important issues
Motion Detection events receiving emails with Snapshots , but a lot of false positives . Working with sensitivity but still no positive results . More than 2000 emails per day  :( . SD recording is running OK .
Motion detection with Video attachment  is not working when you are recording in the SD simultaneously . Confirmed :o

PS . Still I don't understand why the camera was working fine for almost 2 years (???) .  >:(
Title: Re: Suddenly No Email attachment
Post by: drogueaf on April 22, 2019, 04:55:14 PM
Update - Still working with Snapshots alerts as email attachment . False Positive was reduced a lot when Sensitivity was set to one (1) . In process of controlling if all the alerts are sent to Email . SD recording still working fine .
To be updated in case of news .

PS. Is not the best camera for outdoor recording , out of production (back level product) and good image in daylight , poor night vision or dark scenes .
Still working how to reuse the camera in another place and thinking in another strategy for the remaining cameras .  :-\
Title: Re: Suddenly No Email attachment
Post by: drogueaf on June 10, 2019, 11:42:33 AM
Update . Camera still working as mentioned in previous posts .

News : I noticed that in some cases Camera stop recording in the SD Card with Garbage records (144K each of the entries per minute) . In this cases the only way to solved or work around the problem is , as always , to turn off and turn on the camera and everything is working fine for weeks . But , because it happened more than once , I've found out how parameter could be the cause of the problem . Just to be specific (and I don't know why this camera is so special , because other models are working fine) I've  changed the Power Line Parameter from 50 Hz. to 60 Hz. (despite of my country is 50 Hz) .

After checking for more than one month, the SD Recording problem didn't show up any more . (I'm using continuous recording in the SD card)

Posted to help in case of someone has similar problems

To be Updated in case of new failures
Title: Re: Suddenly No Email attachment
Post by: GreenBay42 on June 10, 2019, 01:40:29 PM
Thanks for the update.
Title: Re: Suddenly No Email attachment
Post by: drogueaf on July 26, 2019, 05:58:48 PM
Update . Camera still working as mentioned in previous posts .

News : I noticed that in some cases Camera stop recording in the SD Card with Garbage records (144K each of the entries per minute) . In this cases the only way to solved or work around the problem is , as always , to turn off and turn on the camera and everything is working fine for weeks . But , because it happened more than once , I've found out how parameter could be the cause of the problem . Just to be specific (and I don't know why this camera is so special , because other models are working fine) I've  changed the Power Line Parameter from 50 Hz. to 60 Hz. (despite of my country is 50 Hz) .

After checking for more than one month, the SD Recording problem didn't show up any more . (I'm using continuous recording in the SD card)

Posted to help in case of someone has similar problems

To be Updated in case of new failures

Update . (hoping not to call the bad luck or a bad genius) The DC-2330L Camera still working as mentioned in the previous post , No more garbage in SD Card with the continuous recording,  and Email with motions detection alarms are send with the snapshots picture without problem to the defined Gmail mailbox. Zone detection is working fine considering is working outdoors . No more news (I hope) for the moment .