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[ISSUE] Cloud getting connected/disconnected continuously due to a minor server problem

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    Dear Customers

    Due to a minor issue in blackvue cloud servers, the cloud is constantly getting connected and disconnected. Our engineering team is working on a fix and it will be resolved soon.

    We thank you for your patience and our apologies for the inconvenience.

    Comments

    • Avatar
      Sergey Shcherbakov

      That seems to be still an issue today (December 10, 2018)

    • Avatar
      Nobumtd

      December 19, not resolved

    • Avatar
      Roberto Benfenati

      January 02 2019. Still no improvement. It's frankly annoying considering the price of the product. Not happy.

    • Avatar
      Sergey Shcherbakov

      The customer support has shared a workaround for the issue.
      In the mobile app, if you open your "Account Settings", that is tapping on your user name in the drop down menu, then there is an opportunity to turn off "Push notifications" for "Cloud connectivity alerts" only.
      That seems to solve the Connected/Disconnected issue in my case.
      I am also still waiting for the BlackVue battery delivery to try out if the original issue is/was caused by the poor mobile internet connection instead of an actual bug.

    • Avatar
      Roberto Benfenati

      Thank you Sergey! This doesn't solve completely the fact that sometimes the camera isn't connected and I don't understand why: I have an auxiliary battery dedicated only to the balckvue and a wifi 5G with its sim card, just to interrogate my car anytime I want but most of the time I can't because the continuos "on-off" doesn't allow to. I'm very disappointed, I'm honestly thinking of selling all the system and buying another brand.

    • Avatar
      Do Van Loc

      January 04 2019. Still no improvement. I'm very disappointed.
      In Ha Noi Viet Nam

      Edited by Do Van Loc
    • Avatar
      knittos

      I have the same problem and described this in new post here:

      https://helpcenter.blackvue.com/hc/en-us/community/posts/360040064311-From-time-of-update-to-1-015-my-device-rebooting-many-times-

      But in my case my device after cloud disconnected are restarted every time.
      Anyone from BlackVue team is here?

    • Avatar
      Nobumtd

      It seems that they do not intend to solve this problem.

    • Avatar
      Sergey Shcherbakov

      @Roberto Benfenati
      I've got my BlackVue battery for the same purpose now as well.
      I also have dash-camera connecting to the internet via Huawei Hotspot with both of them connecting to power via BlackView Power Magic Pro module (not battery).
      After I have switched to battery, _both_ devices (dashcam and hotspot) started to reboot rather randomly and quickly. That doesn't happen when on Power Magic Pro.
      I didn't dig and troubleshooted the problem in details yet, but it seems that the reason for the reboot is insufficient power coming from the battery to power two devices simultaneously.
      (Maybe the battery was discharged (3%) or maybe it was not connected to the powerful enough fuse, I still have to check yet).

      But the connected/disconnected problem doesn't bother me anymore.
      Either after I have switched those notifications off or after I have switched the SIM card in my hotspot (I am not sure what was the reason).
      I do not get annoying notifications anymore, by still have video uploads from parking mode.
      (That is when on Power Pro module, not on the battery yet)

      Edited by Sergey Shcherbakov
    • Avatar
      Iain East

      Is there an update from the engineering team yet? I switched cloud connectivity alerts off but still am only able to connect intermittently so I guess the dashcam must be disconnecting from the cloud for no good reason. Now a neighbour has coincidentally had the same dashcam fitted and he is having exactly the same issue.

      This is a major problem and surely needs to be fixed as a matter of urgency?

    • Avatar
      Kevin Covey

      Is the cloud connection issue being looked at?

    • Avatar
      Brett Tippet

      Got the same thing .. it's a real disappointment.

    • Avatar
      Rexchoi

      Same issue as well from a Hong Kong user.

    • Avatar
      Sergey Shcherbakov

      I have tried the solution suggested by the BlackVue team: switch off connected/diconnected messages in the application settings. And that solved the problem of notification flood.

    • Avatar
      Julian

      This is literally still a thing... disconnects all day long... (750S)

    • Avatar
      martin chambers

      Having the same problem. Purchased the dr900s 2ch to be able to check on the car. Can't get it to connect to my iPhone xs via its hotspot. Cloud drops in and out when connected to car wifi. Lots more of issues but I'm losing the will to live with the dr900s. Retailer promised to have a look at the unit to see if it's faulty.

    • Avatar
      Waheed Khan

      I've got a dr900s 2ch and it is doing the same thing as of this evening
      It connects but if you connect and try to access images, it tells me its disconnected.
      Ive reset all my network devices, reformatted the SD card in the camera, reset the wifi defaults and reset it, turned off cloud access and restarted it . I'm getting a push notification that its connected almost every minute. when I access and look to list the media it says "Offline, Check the network connection of the camera."
      If I connect directly via wifi I get a stable connection so dont think there is a problem with the unit and its wifi antenna, Ive connected directly from a location further away than the wifi node in the garage.

      Do you still have technical problems in the cloud servers?

    • Avatar
      martin chambers

      This has been an issue since December 2018 maybe even as early as Oct' 2018. I purchased the DR900s 2ch on 23 May 2019 unaware of this fact. There seems to be no intention of resolving this issue. I have received the copy and paste reply "we working on it" Given this fact I believe all you people who made a purchase after December 2018 should be entitled if you wish, to return the camera for a full refund. It's my view that if you purchased the camera for the cloud, as I did and it's not working and the company were aware of this fact they have sold me something that doesn't work. Would be the same a buying a TV that receives no signal. Maybe if the company were to be hit by customers demanding a refund they may take more notice of this ongoing issue. Blackvue has no customer service and just fobs you off with copy and paste replies.

      Edited by martin chambers
    • Avatar
      Andrew Johnson

      Mine started doing this after the recent firmware upgrade...

    • Avatar
      Nobumtd

      Unfortunately, I do not think that this company has the ability to solve this problem.
      How long does it take time to solve?

    • Avatar
      martin chambers

      Yet one more issue. This is to do with the B124 battery plus expansion. I purchased these 2 to save draining my car battery and to ensure I always had enough power to the DR900s 2ch as I only have a short commute of 20 minuets twice a day. I made sure 2 days ago I had fully charged the batteries 100%. Following morning checked battery 62% The next day drove to work and home battery showed 63%. Checked this morning 2% The installation was carried out by a professional from the company I purchased everything. I would ask customer service but as we all know this is a waste of time. Has anyone had this issue and  what was the problem?

      Edited by martin chambers
    • Avatar
      Peter

      Same problem here with the DR650S-2CH v1.014
      Connects and disconnects

    • Avatar
      Sergey Shcherbakov

      Since several months I don't have this problem any more.

    • Avatar
      Julian

      It's definitely a firmware issue. The camera itself does connect to the hotspot (successfully) but then it instantly closes the connection afterwards. There isn't event enought time to make sure than the WiFi does offer acceptable internet connection.
      This behaviour can even be observed when the camera is - literally - sitting right next to the router.
      Poor f*ckin design! All my other devices play fine with the same router/distance/conditions.

      Oh yeah, and I can totally confirm the "Copy&Paste" Blackvue Support....

    • Avatar
      Peter Netz Lassen

      Same issue here... DR900S-2CH with Battery B-124
      Wi-Fi Router is a 2.4 but it connects fast and is stabil (my Phone (Moto G6+) is on all the time but DR900S drops off and then reconnects again 2-3 min. ?? Really wierd

      My Garage and HOME Wi-Fi 5 (Dual Band) - and this works like a dream.

      The settings in th BV App is set to band 5.0 ...

      Now that the new generations of Dashcams will have built in wifi router... I feel no need to upgrade mobile router til band 5.0 ?`? :-) ? !!

      Edited by Peter Netz Lassen
    • Avatar
      Glen Graham

      DR900S-2CH, latest firmware, can confirm this is still an issue. 2.4GHz wifi for both my hotspot in the car and the home (garage) wifi. Almost constant connects and disconnects - it's driving me crazy to the point where I'm very tempted to turn the cloud connection off, but considering this is the reason why I bought the camera it kind of defeats the purpose of it ....

    • Avatar
      robinchee

      DR900S-2CH, latest firmware I can access the hotspot, but have problems accessing cloud service consistently.. Only after several reboots can I possibly access cloud, which would then promptly disconnect and cannot access after a few minutes.

    • Avatar
      Parminder

      Extremely disappointed by the lack of resolution to this issue.

      The main reason I bought the blackvue dr750s-2ch was because of the cloud connectivity.

    • Avatar
      Peter Netz Lassen

      To resolve this I invested in a new router with dual band 2.4 & 5.0Ghz and 600Mpbs
      But the problem is the same - Disconnect and reconnect (at least my camera works after a few minuts and it's not the end of the world ... Recording is taking place and after a few VOICE msg. everything runs - But it' really should work from first connection.