For anyone who has deployed or is planning to deploy a G2 Pro, the following discussion may be of interest. For weeks I have been experiencing frequent disconnects of Protect devices—cameras and superlink sensors. All the disconnects were related to devices on two particular switches, so I spent time trying to self-diagnose. Changed switches, upgraded cabling, and fiddled with settings. I finally turned to Ubiquiti support, and after a week of sharing logs and configurations with them, here is what they found:
"Based on our engineering team’s findings, the issue is related to the internal Device Service (DS) handling on the console. Under certain conditions, it can become overloaded, which may lead to intermittent disconnect and reconnect events for Protect devices even though the underlying network remains healthy. The temporary recommendations to reduce console load are intended only as workarounds to help minimize the likelihood of the issue until the permanent software fix is released. We understand that your deployment is well within the advertised capacity of the hardware, and our development team has already identified the underlying software issue.
The upcoming fix is intended to address this behavior without requiring you to permanently reduce your camera count or features.
Thank you again for your patience and understanding. Please keep an eye on our release notes for the update containing the fix."
Support suggested:
In the meantime, you may be able to reduce the frequency of the issue by lowering the overall load on the console. If feasible for your environment, you can try the following:
- Reduce the number of connected cameras.
- Disable motion detections if they are not required.
- Disable audio detections if they are enabled but not needed.
- Disable Heatmap generation, as this can also help reduce console I/O load.
While these are not permanent solutions, they may help improve system stability until the software fix becomes available.
