VMC3060 Issues Post-Firmware 10.0.2509_e400417 | Software Issue Suspected

[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]

Just a quick follow-up you may all notice that your firmware has updated or will be updated to version 10.1.7_23ee515. That is the permanent fix for the behavior you were seeing with the E2 cameras. If anyone see's this behavior after the firmware update let me know. 

[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]

@KelleyC121 all done. Please reboot within the hour. 

[KelleyC121]

Hi @BrookeN 

It’s been 4 hours and it’s still showing the same firmware as before (10.0.2059_e400417) 

when you said “reboot” I assumed you meant to click the restart button in Device Info. Is that correct? Or did you want me to power cycle the camera? Or something else?

thanks! 
Kelley 

[pj_nz]

@aussiemart  -  I have the same issue. Five cameras, all working OK except for the VMC3060, which has exactly the same issue you've reported. Worked with Arlo support and received a replacement, and that too goes offline with 24 hours. For testing purposes I have my original VMC3060 and the replacement plugged in, and both are still exhibiting the same problem (all other cameras still work fine). I suspect this is a firmware issue, not hardware related.

[pj_nz]

@timo_h - I have exactly the same issue you have described. Even the replacement camera (VMC3060) Arlo sent has the problem. Original VMC3060 was working fine, very reliably until the firmware update (same version you listed). All other Arlo cameras (non VMC3060) I have are still working fine.

[BrookeN]

@KelleyC121 and @pj_nz Please let me know when the cameras are online and I will put the firmware on the cameras. @KelleyC121 sometimes it takes a few times on some of these cameras they can be a tad stubborn. 

[pj_nz]

Hi @BrookeN, both cameras are online now.

[BrookeN]

Alright all set @pj_nz , please reboot within the hour. 

[KelleyC121]

Okay, thanks. @BrookeN 
I’ll get someone to go around and reset the power on the camera. It’ll likely be Saturday morning in New Zealand. Im not sure what Timezone youre in. Will that timing work? (I recall last time we did it on a Saturday morning and didn’t hear back for a few days). Could you please let me know the timeframes you require us to do this, based on your Timezone?

I can potentially be there on Saturday as well. But it’s a 1200km drive to get there (flights are outrageously priced) - and so I would want to make sure I can get support if i do go there. 

And can you, or someone who has had success, confirm the “reboot” requirement? Is this pressing restart in the Device info menu (within settings), or does reboot require unplugging and replugging the camera, or something else?

Im keen for this to be successful, and the last try needed. 
thanks! 

[BrookeN]

I actually do not work weekend, I am Monday thru Friday 7am-4pm MST. 

[Betaloy]

@KelleyC121 

I had to go into the "Device Info" > "Firmware" to initiate the update once it was set to get the experimental version

[KelleyC121]

Thank you @BrookeN 

would there be any way to get support on this issue outside of your working times? (For example, if I did drive down there this weekend? Is there another Arlo tech who can help?) I tried calling Arlo customer support to help last weekend and they were worse than useless. I really appreciate your expertise in this issue, but having this security camera down for so long is posing a genuine risk for me and my property.  i really need to get it back online. 

(I have sent you a private message as well, a few days ago. Happy to proceed on private message to not clog this feed. Just whatever works best for you) 

kind regards 

Kelley 

[pj_nz]

Thanks, @BrookeN. Both devices now have new firmware. Will monitor their status over the next few days

[Skyspark]

I have two Arlo Essential Indoor 2K / VMC3060 cameras experiencing intermittent offline issues. Both are running firmware 10.0.2509_e400417. Could you please roll both cameras back to the previous firmware?

[Skya2005]

Hi BrookeN, please roll-back my four Essential 2K Indoor Wired cameras too.  Thank you in advance, Rob

[BrookeN]

I was able to put one on the experimental firmware, however the Arlo study is offline. For the other camera that was moved over, please reboot that within the hour. 

[Skyspark]

Yeh the both keep going off.  I have reset the study now.   I appreciate your help

[BrookeN]

@Skyspark the other camera has been moved as well, please reboot within the hour. 

[BrookeN · Accepted solution]

Just a quick follow-up you may all notice that your firmware has updated or will be updated to version 10.1.7_23ee515. That is the permanent fix for the behavior you were seeing with the E2 cameras. If anyone see's this behavior after the firmware update let me know. 

[Calle14g22]

Anything for the essential 3rd Gen? 

[BrookeN]

@Calle14g22 not quite yet, that is still being investigated. 

[toddcope]

Thanks @BrookeN. It looks like the Lounge Room camera firmware update worked. And has been functioning normally since. Thank you. The Garage Inside camera though is still using the old firmware. Can you help?

[BrookeN]

I see the firmware is ready to be installed on it, can you please reboot the camera and see if that is added. 

[toddcope]

Thanks Brooke. I’ve restarted twice, not sure the new firmware has actually been applied?

[BrookeN]

Try to update the firmware manually:

1. Launch the Arlo Secure App.
2. Tap Devices.
3. Tap the device you want to update.
4. Tap  the gear icon
5. Tap the device name at the top of the Device Settings screen.
6. Tap Firmware on the Device Info screen.
7. If there is an update available on the Firmware screen, tap Update.
   WARNING: Do not open battery doors, remove batteries, turn off, or unplug any Arlo device during a firmware update.
8. Wait for the firmware update to complete.
   While the firmware is updating:
   • The LED on most Arlo cameras alternates blue and amber. After this, the camera LED turns off for about one to two minutes while the camera installs the firmware. After the camera firmware update finishes, the camera syncs and the LED blinks blue rapidly.