Arlo Essential Gen 3 Camera offline

[LJJ6]

I have a pair of these camera’s and everyday they go offline for hours. I have reset, updated firmware and tried everything, but still to no avail. The internet signal is strong and the batteries are fully charged. 

[BrookeN]

I have reached out to our development team to investigate the behavior you are seeing. I will update the community soon. 

[BrookeN]

Are you still seeing this same behavior?

[BrookeN]

I can roll back the firmware on these cameras, however they need to be online. Can you please let me know when your cameras are online and I will roll those back. 

[BrookeN]

I have reached out to our development team to investigate the behavior you are seeing. I will update the community soon. 

[Anthony456]

Hi, yes I am still having the issues.

always on the same cameras

[mjames64]

I too keep having this issue, I have 3 of the pervious version and have zero issues but the Essential 3rd Gen I have issues with continuously .  I have tried both the HUB and my wifi I've even left it in my house right next the HUB and wifi router that are in the same room and still have an issue after a few days.  These cameras are complete JUNK!  I've also run into charging issues I feel like every couple weeks I have to reset one of these device to factory reset and install it all over again.  Arlo needs to do something update firmware or give everyone who has one of these a refund.  I see a class action suite coming if they don't figure this out soon.

[Jgreg77]

Update - Since I get many of the same questions, I am summarizing the things I have tried and the camera behavior.

The Arlo Essential 3^rd generation cameras keep going offline (new cameras). The "offline" issue happens only with the new Essential 3^rd generation cameras.  (Defective?).  All other cameras work properly.

The cameras wake up when motion is detected, record the event, then go back to sleep (offline).  When this happens, they disconnect from all sources: the App, the Arlo web-based interface, and the router.

Looking at the router clients list. Over time, it shows some of the cameras dropping off and coming back online.  This seems to match the activity on the App.  Some are still connected on the router, but not showing on the App.

I have been though many sessions with tech support and tried all of the suggestions.  As a result, I have done the following:

• Uninstalled and reinstalled all cameras (with factory reset)
• Re-booted everything many times
• Changed internet service providers - (was cable) I now have gigabit fiber-optic service
• Changed routers - New router with dedicated SSID for just the cameras
• Moved the cameras to new locations - Including locating one next to the router
• 4 of the cameras are on solar panels (battery always above 60%), the other two are at full change, one is plugged in all the time.

While the tech support people are very nice, however, they do not seem to have a clue as to how the cameras are supposed to work vs. they actual behavior.   They all go over their script exactly the same, but they don't seem to have any other diagnostic capabilities.

Could this be some sort of power save mode?  If so, how do I turn it off?  Something in the firmware?

History:

I purchased a set of four Essential 3^rd generation cameras with solar panels, and two additional with just for use with battery power.  I have three original Essential 2K cameras (also with solar panels) that have been working fine for three years.   Four of the new Essential 3^rd generation cameras are installed where I removed the old Pro cameras, so the locations are good.

I have a new fiber-optic gigabyte service and new router and tested the Wi-Fi signal strength at each camera location and have strong upload and download speed at all of the camera locations.  I have reset the cameras, reinstalled them, factory reset, moved them, etc. all with no effect.  There are no neighbors close by, so interference is not an issue.   The connection test on the Arlo app shows the connection as "Strong".

I can ping the camera from my computer using the router address.  When the camera is offline it says "The host is unreachable".  When the camera is online, the pings returns normally.  The ping does not wake up the camera.

The more I dig into this, it seems the connectivity control is entirely within the Essential 3rd generation cameras.  The essential 2k cameras stay online (available on the App) all of the time. 

Arlo Existing Cameras - (All work normally)
Model	Hardware	Firmware	Wi-Fi	Download (Mbps)	Upload (Mbps)
Doorbell (Wired)	AVD1001Ar1.3	1.23.0.0_2_8f9b336_52b61f3	2.4 Ghz	38	8.4
Essential 2K	VMC3050Aer1.4	10.1.460_8e9349a	2.4 Ghz	29	3.6
Essential 2K	VMC3050Aer1.4	10.1.460_8e9349a	2.4 Ghz	8.2	1.8
Essential 2K	VMC3050Aer1.4	10.1.460_8e9349a	2.4 Ghz	32	5.1
New Cameras - Essential 3rd generation - (All keep dropping offline)
Model	Hardware	Firmware	Wi-Fi	Download (Mbps)	Upload (Mbps)
Essential 3rd Gen	VMC2080Aer1.2	10.1.6_8d821ab	5 Ghz	378	256
Essential 3rd Gen	VMC2080Aer1.2	10.1.6_8d821ab	5 Ghz	340	140
Essential 3rd Gen	VMC3080Aer1.2	10.1.6_8d821ab	5 Ghz	433	283
Essential 3rd Gen	VMC2080Aer1.2	10.1.6_8d821ab	5 Ghz	446	286
Essential 3rd Gen	VMC2080Aer1.2	10.1.6_8d821ab	5 Ghz	410	261
Essential 3rd Gen	VMC3080Aer1.2	10.1.6_8d821ab	5 Ghz	545	406

[Jgreg77]

Update - Since I get many of the same questions, I am summarizing the things I have tried and the camera behavior.

The Arlo Essential 3^rd generation cameras keep going offline (new cameras). The "offline" issue happens only with the new Essential 3^rd generation cameras.  (Defective?).  All other cameras work properly.

The cameras wake up when motion is detected, record the event, then go back to sleep (offline).  When this happens, they disconnect from all sources: the App, the Arlo web-based interface, and the router.

Looking at the router clients list. Over time, it shows some of the cameras dropping off and coming back online.  This seems to match the activity on the App.  Some are still connected on the router, but not showing on the App.

I have been though many sessions with tech support and tried all of the suggestions.  As a result, I have done the following:

• Uninstalled and reinstalled all cameras (with factory reset)
• Re-booted everything many times
• Changed internet service providers - (was cable) I now have gigabit fiber-optic service
• Changed routers - New router with dedicated SSID for just the cameras
• Moved the cameras to new locations - Including locating one next to the router
• 4 of the cameras are on solar panels (battery always above 60%), the other two are at full change, one is plugged in all the time.

While the tech support people are very nice, however, they do not seem to have a clue as to how the cameras are supposed to work vs. they actual behavior.   They all go over their script exactly the same, but they don't seem to have any other diagnostic capabilities.

Could this be some sort of power save mode?  If so, how do I turn it off?  Something in the firmware?

History:

I purchased a set of four Essential 3^rd generation cameras with solar panels, and two additional with just for use with battery power.  I have three original Essential 2K cameras (also with solar panels) that have been working fine for three years.   Four of the new Essential 3^rd generation cameras are installed where I removed the old Pro cameras, so the locations are good.

I have a new fiber-optic gigabyte service and new router and tested the Wi-Fi signal strength at each camera location and have strong upload and download speed at all of the camera locations.  I have reset the cameras, reinstalled them, factory reset, moved them, etc. all with no effect.  There are no neighbors close by, so interference is not an issue.   The connection test on the Arlo app shows the connection as "Strong".

I can ping the camera from my computer using the router address.  When the camera is offline it says "The host is unreachable".  When the camera is online, the pings returns normally.  The ping does not wake up the camera.

The more I dig into this, it seems the connectivity control is entirely within the Essential 3rd generation cameras.  The essential 2k cameras stay online (available on the App) all of the time. 

Arlo Existing Cameras - (All work normally)

Model	Hardware	Firmware	Wi-Fi Channel	Download (Mbps)	Upload (Mbps)
Doorbell (Wired)	AVD1001Ar1.3	1.23.0.0_2_8f9b336_52b61f3	2.4 Ghz	38	8.4
Essential 2K	VMC3050Aer1.4	10.1.460_8e9349a	2.4 Ghz	29	3.6
Essential 2K	VMC3050Aer1.4	10.1.460_8e9349a	2.4 Ghz	8.2	1.8
Essential 2K	VMC3050Aer1.4	10.1.460_8e9349a	2.4 Ghz	32	5.1

New Cameras - Essential 3rd generation - (All keep dropping offline)

Model	Hardware	Firmware	Wi-Fi Channel	Download (Mbps)	Upload (Mbps)
Essential 3rd Gen	VMC2080Aer1.2	10.1.6_8d821ab	5 Ghz	378	256
Essential 3rd Gen	VMC2080Aer1.2	10.1.6_8d821ab	5 Ghz	340	140
Essential 3rd Gen	VMC3080Aer1.2	10.1.6_8d821ab	5 Ghz	433	283
Essential 3rd Gen	VMC2080Aer1.2	10.1.6_8d821ab	5 Ghz	446	286
Essential 3rd Gen	VMC2080Aer1.2	10.1.6_8d821ab	5 Ghz	410	261
Essential 3rd Gen	VMC3080Aer1.2	10.1.6_8d821ab	5 Ghz	545	406

[Calle14g22]

I'm also having problems with 3 brand new Essential Xl 3rd gen. They are going offline. They are connected to a Vmb4540 hub, I have two other Essential Xl 2nd gen cameras connected to the same hub and they are fine.

In another thread someone said that by changing the power management to Best Video solved the problem. I'm going to try  it today.

[Calle14g22]

I pressed the sync button on top, the blue light started blinking, in the Arlo app I opted on trying to add a new camera, when I did, it founded and said that it was already in my group. After that it was working normal. I went to the settings and set the power management to best video but that didn't help, like an hour later it went offline again. Funny, I had the Arlo Pro 2 cameras in the spots and the hub in the same spot for 4.5 years and never had this problem. Now I'm going to remove them from my account reset the cameras and try it again. 

[ujm]

I'm currently using the following camera's without any issues what so ever:

Arlo Pro 2 connected to base station VMB4000 works great.

Arlo Essential spot light Gen 1 connected to wi-fi works great.

Arlo Essential spot light Gen 2 connected to wi-fi works great.

I have a three pack of Arlo Essential spot light Gen 3 camera's that I've had problems with for 6 months, they keep going offline repeatedly and randomly, this is what I've tried per Arlo support.

1) reconnected all three camera's signal strong went offline within hours of reconnecting. ( did not work)

2) factory reset all three camera's (did not work)

3) changed location of all three camera's (did not work)

4) firmware is up to date on all three camera's.

The only significant difference that I know of is the older camera's operate at 2.4GHz and the Gen 3 camera's are dual-band wi-fi connectivity 2.4GHz and 5GHz wi-fi so that must be the variable, how do I get the Gen 3 camera's to operate at 2.4GHz only?  any help would greatly appreciated.

[StephenB]

---

@ujm wrote:

The only significant difference that I know of is the older camera's operate at 2.4GHz and the Gen 3 camera's are dual-band wi-fi connectivity 2.4GHz and 5GHz wi-fi so that must be the variable, how do I get the Gen 3 camera's to operate at 2.4GHz only?  any help would greatly appreciated.

---

I am assuming that the cameras are connected to your home wifi.

If so, the only way to prevent 5 ghz connections is to connect the cameras to a wifi network that only includes 2.4 ghz.

[Calle14g22]

I'm having the same problems with a 3 pack of Essential Xl 3rd gen, they keep going offline. I have two more Essentials but 2nd gen and they work fine.

[ujm]

Yes there connected to my home Wi-Fi, fiber optic network 677.54 mbps download 664.98 upload which is plenty fast.

So in order to make the Essential Gen 3 camera's to work I need to log in to my router's interface and  start changing settings I know nothing about!

[ujm]

I logged into my routers interface and all my Arlo camera's are operating at the 2.4GHz so there goes the 5GHz theory. One thing I didn't mention is that my Gen 3 camera's still detect and record motion and when they do they go back on line but only briefly. Does anybody know how to contact some one in upper level support?

[SK-8888]

I have been having the exact same problem. I have 7 other cameras 4 of which are essential 2nd gen and they all work perfectly fine so this is a specific problem with the 3rd gen. I have tried everything including factory reset nothing worked. From the discussion so far Arlo doesn't seem to have an idea so I am going to return these cameras while it's still within the window rather than getting stuck with them. Very disappointing. 

[mjames64]

If I could go back I too would have returned these cameras.  Seems like at least once a month I'm trying to get one of them back online and functioning properly.

[ujm]

According to a post on Arlo Community the Essential Gen 3 camera's are going offline due to a newly reported firmware bug and power management settings, Okay the issue has been acknowledged so when will see a firmware update to correct the problem?

[ujm]

Yep that's what i thought, crickets as usual, there goes $130.00 down the drain.

[ujm]

I've been on the phone with customer support multiple times over the last six months, the individuals I spoke with did not speak english very well (shocker) and had limited knowledge of the product, they have a rehearsed basic trouble shooting check list that they follow of things I've tried multiple times so basically there is no customer support, it's extremely frustrating.

[ujm]

Is there anyone in the entire Arlo community having any success using the Arlo Essential Gen 3 security camera's? I have three Essential Gen 3 camera's and they won't stay online for more than a few hours, Arlo support has been no help, so I was curious if anyone is successfully using the Gen 3 camera's if there is could please share what brand wi-fi router you are using and any special settings you are using, are you using a base station or connecting directing to wi-fi, I have one Gen 1 and three Gen 2 camera's currently installed and eventually they will fail then I will be out of options.    

[StephenB]

---

@ujm wrote:

 I have three Essential Gen 3 camera's and they won't stay online for more than a few hours,

I was curious if anyone is successfully using the Gen 3 camera's if there is could please share what brand wi-fi router you are using and any special settings you are using

---

I have one indoor and one outdoor Gen 3 camera running, and am not seeing your issue. 

1. The outdoor camera is connected to my home wifi. 
2. The indoor camera is using the VMA3900-10000S PoE adapter, so it is getting both ethernet and power from a Netgear switch.  My home wifi is enabled on it as a backup network.

The router is an Orbi 870 mesh with three satellites (Netgear).

[ujm]

Will creating a 2.4 Ghz guest network for the Essential Gen 3 cameras solve the offline issue?

[Calle14g22]

My cameras ad I have said before were going offline everyday, the last week or so they have been working about 85% of the time. Today offline again. When are we getting an update on this? 

[Calle14g22]

Does rolling back the firmware fixes the offline problem with the essential 3rd Gen cameras? 

[BrookeN]

@Calle14g22 we are still currently investigating this. Please try not to multiple post on numerous post about the same thing, it does slow down response time.