Is anyone else

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Is anyone else having issues with the homebase pro? I migrated over from my old homebase and it has killed two of my older 2K nor can I seem to keep the Wi-Fi working on the.S340’s. …. i’m also having problems connecting to the 2K cameras. It just keeps telling me it’s retrying. My only option was to delete everything and make

I have reached out to eufys Customer service, which is normally pretty good , Only to be met with a nightly email of I haven’t received the upload files ( Which I have done now, five times)

I’ve always loved their cameras and everything else, but this new homebase is putting a sour taste in my mouth older 2K cameras Wi-Fi only which is not the reason I bought this thing.

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Have you tried removing and adding those cameras again? You can delete it and start adding as you dis it for first time.

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Yeah, sadly the only way it works is if I do it on Wi-Fi only. none of my older 2k cameras at this point will connect via the homebase. I had to fight to get the PTZ cameras to connect to it. It kept losing Wi-Fi.

I have asked if maybe I’ve got a bad homebase, but they refuse to answer that question without seeing the files and at this point it’s going on well over two weeks and they keep telling me that they haven’t gotten the upload. I believe two days ago, they finally received it and are now “reviewing it. “ so I’m very curious to see what they come back with as by the time they finally saw the upload I had removed all of the 2K cameras and put them on Wi-Fi so I’m sure now it shows them working.

I have normally been incredibly happy with eufy but this has been the biggest piece of crap that they have put out to date, and I incredibly regret purchasing it. My next step is to see if I’m still within the 30 days to just return the damn thing but that won’t do anything for my now three dead 2K cameras that this thing has murdered from the migration process.

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When you re-added the 2K cams did you have them next to the homebase while doing it?

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Hey there!

I got my HB Pro a few months ago, and initially there were a lot of growing pains, sadly. But there is hope because these days, I rarely have any problems at all. I have a lot of Eufy cameras, and so far, none of them have been particularly problematic while connected to the HB Pro.

I have several older 2K cameras connected to the HB Pro, including the C120, E220, and C24 Pro/E220 Pro, although I usually prefer to keep those on an HB3. They all required firmware updates to work properly with the HB Pro, and unfortunately, Eufy has never been great about getting firmware updates pushed to everyone at the same time.

So my first recommendation would be to give it some time, or factory reset the cameras if they’re easily within reach, then connect them to your router directly first. I’ve found that almost every device I’ve connected to the router first gets a firmware update very quickly if one is available. Give it a few days, or manually check for updates. Once they receive the firmware update, go ahead and move the connection over to the HB Pro. There are no button presses required to do this.

If you let me know what cameras you have, I can also tell you if I have them and what firmware versions mine are running, since mine are working well.

As for the S340, I have to say this is, or at least was, a pretty problematic device in its own right, independently of the HB Pro. I’ve had a love/hate relationship with this camera for years. It’s always worked best when connected directly to the router, but I want the facial recognition and long-term storage, so I’ve battled with it on and off while it was connected to the HB3. I’d say it was about 90% solid and 10% absolute hell. :joy:

Even when the S340 is fairly close to the HB Pro, I’ve still experienced connectivity issues. Mostly with it switching from Multi-bridge to the native Homebase. So, just like with the other cameras, I’d recommend factory resetting it, connecting it directly to the router, waiting for a firmware update, and then reconnecting it to the HB Pro afterward.

My S340 is currently on firmware 3354, and it has been rock solid since I got it. I absolutely need to use Multi-Bridge, though, since mine is basically across the entire house from the HB Pro.

Good Luck and I really hope that things improve soon.

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Thank you for sharing…. Yeah originally I just had the s340’s on the hb3 and they were rock solid … no issues ( which by the way looks like I am on the same firmware as you as of sept 8 ) Now with the pro , one in my front yard ( which is probably the closest ) and one in the back randomly lose wifi connection and revert to HB connection only.

The interior cams are the OG cams E220 running firmware v.2324

Nothing has changed on the WiFi side from the hb3 to pro and I have a orbi + satellite and can see signal 4 houses down

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I have the 2 of 3 C120s on 2326 and 2 of 4 E220s on 2324 and they are working well on the HB Pro. The same with the S340, solid. I used to have these issues with earlier fw.

May I ask what FW the HB Pro is on? Mine’s on 4242. If yours is on the same version then this is truly curious.

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You can ask anything …. This is more interaction than I got out of eufy customer service so far

Yes … same FW 4242

All this happened whenever I migrated my cameras from HB3 to the pro…. Two of my old 2K’s got caught in a loop and I can’t get them to factory reset thus killing them.

The s340 two of them migrated over just fine. Two of them are constantly fighting to stay on Wi-Fi and I’d say every two days I notice that they have decided to drop off and our solely on the Home base link….. I reconnect them to the Wi-Fi and then two days later I noticed it’s dropped off again.

Now with the 2K’s the ones that it didn’t kill during migration, I can’t get any of them to link with the homebase….. anytime I do it gets caught in an infinite loop of “ trying to connect to the camera” until I eventually get aggravated factory, reset it and just keep them on Wi-Fi only

Which is where they have been for the last week, waiting on an answer from customer support…. Which at this point I don’t have much hope for as they couldn’t even get the logs to work…… I’m hopeful but at this point, I’m ready to just tell them to take this piece of crap back. Replace my two dead cameras and I’ll go back to HB3

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That is horrible. I’m genuinely sorry you’re going through this. I know how frustrating this stuff can be, especially when you’re trying to migrate everything over and end up with more problems than you started with. All things being equal for us on the FW side, I’m honestly at a loss for what’s happening here.

I will say that I believe these tough old cameras are difficult to software-brick. The C24 Pro/E220 Pro is the only one I know for sure that is, so I’d still keep trying the factory reset sequence on those two. I’m assuming you know the 10-second hard reset, but if it doesn’t work, I’d try it two or three more times before you sell for parts or throw them out. Just make sure you wait for the camera to fully reboot between attempts and listen for the two-tone beep. They may surprise you yet.

Migration for me did not go particularly well either. Initially, almost everything migrated (mostly E30s, C220s, E340 DBC, etc) but out of the many, many cameras that successfully migrated, the SoloCam S4 is the only one I didn’t eventually have to completely factory reset because of intermittent offline issues or some other wonky glitch that developed. Once I properly factory reset them one by one, rather than simply removing and re-adding them to the app, everything has been solid since (except the C220 which also kept jumping back to the HB Pro native mesh but has since been fixed).

I do remember having issues where devices refused to add to a HB. In which case, if you haven’t already tried it, you could also reboot the HB Pro, or better yet, do a full power cycle. It could simply be glitching, and I’ve found that a normal reboot/restart doesn’t always clear these particular glitches. Because of the battery, the only way to properly power cycle the HB Pro is to shut it down completely and then unplug it for 30–60 seconds. The Sync button held for about 10 seconds should shut it down. You probably already know that, but figured I’d mention it just in case.

After that, I’m honestly out of ideas for now, and I’m sorry. I really hope you can get this sorted out without having to send the whole thing back. Especially after losing two cameras in the process, I completely understand why you’re at the point of saying screw it and going back to the HB3.

GL

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The saga continues….. Now one of my S340s is dead… Won’t connect to homebase or Wi-Fi….. No email from eufy ….. So I contacted the live chat I was told to wait another 24 hours

Told them I was sick of it and asked if I could just return this thing they said they would forward it to the proper people to ask permission basically no answer still.

As much as I love this company, this is definitely going to put a hold on me purchasing anything new from them

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Yeah, sounds like things are just snowballing.

Perhaps it is time to try some other brand.

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Don’t get me wrong … I love eufy …but this new homebase …. Not so much

13

I totally get it.

I wish we could have figured it out but unfortunately that’s how it works sometimes. I don’t know how or why we are having such different experiences with the exact same equipment.

It makes me apprehensive to even recommend anything to you, since it may not work.

Hopefully they’ll allow you a refund. I’ve never heard of them having an issue doing that if it’s within 30 days of purchase.

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So that may be the issue too it’s taken them now over a month with customer service and I just checked this morning and they still don’t have an answer

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Have you escalated by any chance? There should be a link to escalate your case, and I’d definitely use it. I’ve never had an escalation, or even a regular support ticket, sit for more than two weeks, so I’d really push on that, especially if you’re looking for a refund on the HB Pro.

My guess is they’re probably trying to get you onto updated firmware that includes some fixes, but since we have the same gear and firmware and mine is working while yours is having issues, there has to be something else going on. I don’t think firmware is necessarily going to fix whatever is happening on your end.

I’d definitely send another email or give them a call just to make it clear that you’re serious about the refund at this point since all other methods have failed.

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Yeah, I’m giving them till Friday when I’m off. I contacted them on live chat this morning which was not one of my happiest moments so at this point, I have two dead older, two cases and two Dead s340…… Told them that I was disgusted that it was taking this long

They apologized and said that they were going to escalate it to the necessary office. I told them yeah they’ve done this twice now the guy goes yeah I understand and apologize.

He says let me contact them about your camera comes back a couple seconds later and says they told me they need the order number which I had sent them in an email two days ago at this point I lost my mind and told the guy yes I’ve already sent this to them much like I had already sent them the logs from my homebase four times and they claim they never got it. ETC. ETC

I said this is not what I’ve come to expect from this company…. I said if you all are trying to get a firmware patch out, that’s fine. Just tell me, but this is getting to the point where I think you all are selling a lemon and this is just BS

The guy then says well if you could give us just 24 hours they believe they can have a resolution. I said well you’ve told me this twice now but that’s fine. I’m off on Friday and if I don’t have a resolution by then y’all are getting a call and an angry customer.

What he did tell me though was sorry about my luck with the cameras though unless they admit that the homebase killed it on SOL other than my most recent purchase so currently I’m out one 340 and two 2ks Unless they want to admit, the homebase killed it out of the goodness of their heart, which I’ve never had a company do that

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Have you tried any of the hard factory reset procedures on the affected cameras that I recommended? The HB itself shouldn’t be capable of permanently bricking a camera. Eufy cameras have a pretty robust recovery/reset mechanism, so a failed firmware update or migration shouldn’t leave the camera permanently unrecoverable.

The firmware isn’t committed to nonvolatile storage until the update has fully completed and the new firmware has been verified. If something goes wrong during that process, whether it’s software corruption, an interrupted update, or something similar, the camera can potentially end up soft-bricked. A hard factory reset should clear the affected state and allow the camera to fall back to the last known-good firmware, essentially putting it back into the state it was in before the failed update.

I’ve actually seen this happen firsthand. I had a C120 doing a firmware update when my cat decided the power cable was a ribbon toy and unplugged it right in the middle of the update. I was absolutely convinced I’d just killed the camera. Did a hard reset, and it came right back up. I was then able to run the firmware update again without any issue.

One other thing I’d check: make absolutely certain you’re using the correct power brick with each camera. I have family with these cameras and they confuse the bricks all the time, especially after moving cameras around.

The C120 uses 5V/1A, while the E220 uses 5V/2A. The C120 will work with the 5V/2A brick, but the E220 needs the 5V/2A supply. Using an inadequate brick can cause the E220 to power on but behave very badly or have all sorts of strange issues.

At this point, I’d work through these in order:

1. Hard factory reset the affected cameras

Don’t just remove and re-add them in the app. Use the actual hard reset procedure.

C120/E220:
Remove the camera from the app if it’s still there. Give it about 3 minutes to soft reset. Then hold the Sync button for 10 seconds, until you hear TWO beeps. You’ll hear one beep during the initial soft reset/Bluetooth activation, so ignore that and keep holding the button until you get the two beep tone.

S340:
Remove it from the app if it’s still there. Give it about 3 minutes to soft reset. Then press and hold the Sync button for 15 seconds. No less, no more. It will beep as well. The S340 sync button is notoriously finicky, you must keep it pressed down the whole time and it’s pretty stiff.

2. Completely power down the HB

Don’t just reboot it from the app.

For the HB Pro, if you want to give it another shot, hold the Sync button for 10 seconds to shut it down, remove power, wait a minute or two, then power it back up. I think plugging it back in powers it on again, but I honestly don’t remember off the top of my head.

For the HB3, just unplug the power for about 30 seconds, then plug it back in.

3. Power cycle the router

Even if everything else on the network is working, this can clear stale DHCP/ARP entries or other phantom device states that may be affecting the cameras.

4. Try the cameras again

Once everything is back online, give the HB and router a few minutes to fully initialize before attempting to add anything.

People will understandably say, “But everything else on my network is working,” and that’s true, but that doesn’t necessarily rule out a network-side issue affecting the cameras specifically.

I’m sure they’ll refund the HB Pro if that’s what you’re requesting, but I wouldn’t necessarily expect them to do much with the cameras beyond potentially offering a discount or some other goodwill option. That said, they could surprise you, hopefully.

Ultimately, I genuinely hope this turns out to be something recoverable and that none of these cameras are actually hard-bricked.