Presence disconnects and reconnects continuously

[Grapescape]

After 2 months of perfect operation the camera has started disconnecting and reconnecting every few minutes. Seems to work better in the daytime then fails just before dark. Floodlight works as normal but unable to contact camera during outages. Have checked SD card and no problems found. WiFi connect seems ok. Has the unit developed a fault or is there a fix for this?

[R32er]

My prescence lost the connection more then one week ago. The support didn’t answer yet...

[jofre_netatmo]

Dear Grapescape, Dear R32er,
Due to an unexpectedly high number of emails, our response time is slightly longer than usual.
We are very sorry about this and assure you that we are doing our best to reply as soon as possible.
Thank you for your patience.

[R32er]

I finally connect the presence with a Android phone. But... now the timeline is empty. It seems like the presence doesn’t record. Any idea for that?

[Vertigo]

Mine is doing the same. After many weeks of working just fine, I now get many disconnects throughout the day. I'm talking 20 or 30 per day.
WHAT IS GOING ON? Nothing has changed in the system and I do not get problems with Welcome or the Thermostat - Only Presence?

[Genty56]

Having the same problem... My problems seem to be connected to the new firmware update v119 .. Come on netatmo sort this out!

[Christophe_Netatmo]

Hi, thank you all for your feedbacks on this issue.

Please note that the problem is currently being investigated on our side.
One thing that seems to be related to what you are describing could be the "UDP Session Timeout" configured in your router.
This setting is sometimes referred as "UDP time-out", "NAT time-out" or "Idle time-out".
We advise you to check for such setting in your router web configuration interface and set it to at least 400s.

[badboyandy]

I also have 2 of these cameras and they both keep disconnecting for no reason it only seems to be since v119 I also have gone to great expense trying to fix this issue with all the electrics being replaced and a new wifi extender added for it to still be doing the same I also sent back another camera because of this issue as was told it was a camera fault but I guess it was not but would love a fix urgently as you never know if the camera is going to work and having to use 2 just incase one or the other turns off

[Johan_Netatmo]

If you have the possibility please try the solution proposed by Christophe. Set your router UDP timeout to at least 400s.

[Johan_Netatmo]

Please report the serial numbers of the camera that disconnect often. We will have a look. Note that for most of you this is a router configuration issue and rebooting the camera or exchange it won't solve the issue.