Essential Security Cameras 3rd Gen 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. 

[jguerdat]

Bring one camera closer to your router or hub for testing. Let us know if it still happens.

[LJJ6]

I have tried this…both have good signal. But it happens every night when the night setting and the spotlight is on.

[jguerdat]

How close are neighbors? Have you used a phone app to see what WiFi signals and strengths are seen that could be interfering with the connection? The thought is that at night a neighbor's network becomes more active.

[LJJ6]

I’ve checked signal strength all good, neighbours are close but I had a previous Arlo essential camera with no problems. Plus it’s only at night with the camera in night mode as soon as day light comes they switch back on.

[jguerdat]

When you brought a camera closer did you leave it overnight to verify whether anything changed?

[LJJ6]

The router is less than 1.5 meters from the camera and at the same height 

[jguerdat]

That short distance may be an issue of the router's signal being too strong. Can you move the camera or router to increase the distance somewhat? ALso, what about the overnight issue?

[LJJ6]

The main problem is that both essential cameras 3rd generation I bought  recently go offline every night if the night mode is on black/white or colour. During the daylight hours the cameras are online with no problems.

[Anthony456]

Have same issue with the 3rd gen cameras. I have 23 arlos and 4 of them are 3rd gens and are the only ones that always go offline. Arlo better see what’s wrong with this gen and release some kind of firmware update. 

[LJJ6]

I’ve updated firmware, reset etc and even tried the light. It went offline so I pressed the button on the camera and it came straight back online, only to go offline 2 hours later. @jguerdat I think Arlo need to sort this problem 

[BrookeN]

Can you all dm me the serial numbers of the camera that you are seeing the offline issues with. I only need the last 4 of those numbers. I will then rollback the firmware to see if that helps with the behavior you are seeing. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.

[BrookeN]

Are you still seeing this same behavior?

[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

[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]

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@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.

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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?

[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.