Essential indoor goes offline

[aussiemart]

I have 2 essential indoor cameras that keep go offline within 24 hrs they are  permanently plugged in and one is next to router. I have 13 cameras of various arlo models and these are the only ones I have issue with. I have to unplug and plug them back in every time I need them to work.

[BrookeN]

The development team is currently investigating a recent firmware release that has resulted in a small number of users experiencing intermittent offline behavior. We will continue to work with users who experience this issue by rolling back this firmware update to alleviate the offline symptoms. We apologize for any frustration this issue has caused and hope to provide a full resolution soon.

[BrookeN]

Yes, that is correct. 

[Bluemetal73]

Just wanted to say Brooke is awesome 💪

[hhyfirst]

Can you rollback my camera as well? One of mine auto updated after reset and offline again. Thank you.

[BrookeN]

@Bluemetal73 thank you, I appreciate that!!

@hhyfirst I sent you a dm. 

[James27]

My Essential Cameras keep going offline periodically (couple times a week)? Any clue of what is causing this issue? Also why do I not get any type of notification when this happen? One would think a real security app would notify the user when there is an identifiable issue with a camera.

[AlperAlper]

Can I get the firmware rolled back for my two cameras? Thank you.

[hhyfirst]

It seems that the essential indoor camera(01B2) didn't roll back to the old firmware after reboot. Can you please redo it? Thank you.

[Mashchan]

All my cameras were rolled back. Hope the problem is solved.

Thanks so much Brooke!!

[dmouse]

Agree !!

[Harry_Wombat]

I've got the same issue with 2 cameras. I put a support call and I'm still waiting on some form of action to get the firmware resolved. 

[Fluffmeister21]

I've had a support ticket open for over a month in relation to my camera needing rollback. the service to date has been pathetic... @BrookeN can you assist

[carsong]

I finally got a reply from my escalation at least six weeks ago. The support people don't seem to read the community postd.

[BrookeN]

@Harry_Wombat  and @carsong your cameras have been moved to the experimental build. You will need to reboot the camera to see the change in firmware. 

@Fluffmeister21 I was unable to change yours as the camera is offline. As soon as the camera goes online send me a message and I will get that moved over for you. 

[Fluffmeister21]

@BrookeN just restarted... wont stay online for long !

[BrookeN]

@Fluffmeister21 Alright that is done. Please reboot within the hour. 

[vieuxhommes]

I have been dealing with ongoing problems with my indoor Arlo cameras for quite some time now. Apparently, the software has some “known issues”, which is reassuring, because nothing says quality product quite like a company knowingly selling something that doesn't work properly.

I have spent an extraordinary amount of time dealing with Arlo Support. And I must say, they have perfected one particular skill: passing the bucket.

Nobody appears to be able to identify the problem. Nobody appears to be able to fix it. Nobody appears to be able to take ownership of it. But everyone seems exceptionally good at sending me another email asking for case numbers, information and my “participation” in resolving the issue.

There is, however, one tiny problem with this brilliant strategy: I don't have access to Arlo's internal systems. So when they ask me for information that only they can access, we're essentially going around in circles which, judging by my experience, is probably the most advanced feature their software currently offers.

The standard response seems to be: “We sincerely apologise for the inconvenience.”

And that is where the customer service journey apparently ends.

No solution. No meaningful follow-up. No accountability. Just another apology.

And because apparently things weren't quite absurd enough, even Arlo's own feedback form doesn't allow me to actually submit feedback. I assume that's Arlo's innovative way of improving customer satisfaction: simply prevent customers from expressing their dissatisfaction.

At this stage, I am genuinely looking for recommendations for a serious, competent and reliable company making indoor cameras. If you have had a good experience with one, I would very much like to hear about it.

As for Arlo, my experience has been nothing short of disappointing. A company can have excellent technology on paper, but if it cannot support its customers when something goes wrong, all those clever features become rather irrelevant.

Arlo has managed to turn a camera problem into a customer-service problem, a support problem, and ultimately a credibility problem. Quite an achievement, really.

I certainly won't be buying Arlo again. And based on this experience, I would have a hard time recommending them to anyone.

[Harry_Wombat]

@BrookeN - Much appreciated, thanks for your help.

[Edinburgh_lad1]

I'm currently not using one, but  looking into it: it's UniFi G6 Instant - 4k, PoE, AI is included, although for me not necessary, and it's highly configurable. It can be used indoors. Ubiquiti makes other cameras, too. You can't just run the camera, but also need a UniFi console with UniFi access. All this very pricey - you're looking at £500 for both as a minimum (basic configuration), but reviews are very promising. The system has some limitations (for example as you add more cameras and no batteries to use, but the latter can also be an advantage in terms of how responsive it is). There is no subscription, though! Plus, ubiquiti is a well known company dealing with net gear.

Or there's Arlo's biggest nemesis: Eufy. 

All in all a crowded market. You should always do some research before you buy anything. 

[Sheriffbobk]

Hi Brooke

i have the same problem. Please advise how do I request a firmware roll back until resolved.

[Betaloy]

Hi Team.

I also have 2 x Essential indoor cameras with the disconnection issue:

VMC3060Aer1.4

10.0.2509_e400417

Thanks

[BrookeN]

@Sheriffbobk can you let me know when the camera is online and I can add the firmware

@Betaloy I have moved all your cameras to the experimental build. Please reboot the cameras to receive the update. 

[BrookeN]

@vieuxhommes are you cameras going offline intermittently? If so I can put an experimental firmware on the devices and that will resolve the behavior you are seeing. If you would like me to do that, please let me know. 

[Sheriffbobk]

Hi @BrookeN it is now online. Hardware 

10.0.2509_e400417

[BrookeN]

@Sheriffbobk alright I was able to move that firmware, please give it about a hour then reboot. 

[Betaloy]

Thanks @BrookeN !!!