Keen Just Arrived and the firmware is not installed

I just received my Keen and when trying to connect to it in the mobile app after following all the steps on a Nexus 5x and an iPhone 6s I found that I would only get an authentication error. I did some more digging nmap/wireshark and found that I could connect to the camera and I would get a SimpleLink page when going to the IP address instead of the Reolink screen that we would expect to see.

In the SimpleLink screen I have the following info:
Device Name: mysimplelink
Device Mode: Station
MAC Address: F4:B8:5E:43:69:55
I verified that this MAC address is not anywhere else on my network and only pops up when I power on the Keen. Is it possible for Reolink support to give me the firmware and firmware installation procedure so I can test this camera out? I thought it might be the same as the C1 but I did not want to risk bricking the camera before getting to test it.

I am working with support on this issue and it seems that there is now web UI access for this camera and only mobile app access. That is why I was seeing the simplelink screen when accessing the camera through my browser.

I am still unable to login through the mobile app so I am working with support on this issue.

Glad to hear you are working with support. Based on your previous detailed post, I did not have any additional suggestions. For the one I received, I plugged it in to my wired network (for initial DHCP), and after walking though the configuration, I was on my wireless and running without issue.

Someone who has the knowledge of NMAP and Wireshark I would not provide basic networking troubleshooting advice too. Hope you get it running shortly.

Thanks Quella,

I think the issue is that the default password for the Keen isn't default for my camera. The bottom of the camera says

Username: admin

Password: (blank)

I tried admin with no password and then admin/(blank) with no luck. Support has emailed me to try to use the password 12345. I am going to reset the camera give that a try. I know the camera is connecting to wifi with no issues but after adding the camera to the app I get a login failed error.

I worked with Carl in support for about 2 weeks and we found that there was an issue with the UID that was causing me to not be able to connect to the camera. Reolinks engineering department found that the issue was this particular camera had the incorrect UID and it was not registering on the servers. Once they found that issue out the process of getting the camera reset with the correct UID was fairly quick and easy. I had to reset the camera to the point where it asked you to scan the QR code for the wifi settings and instead of scanning my phone for those settings they sent me a QR code that would reset/correct the UID. Once the camera rebooted I was able to add it to the mobile app on the first try which was really nice to see. During our testing Carl had me connect to my other Reolink cameras as well so we knew it wasn't an issue with the mobile app or my devices.

Everything is working perfectly now. It was definitely a good experience for support and engineering with this particular issue.