topic Re: Not getting any picture on Arlo Baby when on home network in Arlo Baby

Not getting any picture on Arlo Baby when on home network

Solosheep — Fri, 10 Dec 2021 22:55:20 GMT

Hello

I’m getting quite concerned that I’m not getting any picture from my Arlo baby. This only happens when it’s on its home network. When the little house appears next to the red live dot.

I have a workaround at the moment when I’m now using Apple HomeKit. But this is a concern as to why it’s not working when on my home WiFi.

If I switch my phone to 4G I get a picture every time. So I’m
Not sure what the issue might be.

I have reset the baby, re-installed the app still the same issue.

Any ideas

Re: Not getting any picture on Arlo Baby when on home network

JessicaP — Fri, 10 Dec 2021 22:56:10 GMT

Hi Solosheep,

We released a new version of the Arlo iOS app, which is version 3.5.10. Try updating to the latest version of the app and see if that helps.

Re: Not getting any picture on Arlo Baby when on home network

Solosheep — Fri, 10 Dec 2021 23:05:13 GMT

I’m on the latest version I know it’s not the app it could have been a token issue. As this was reset. Would be good to allow customers to do this.

Re: Not getting any picture on Arlo Baby when on home network

JessicaP — Mon, 13 Dec 2021 17:11:41 GMT

Are you saying that you're still experiencing the issue or your issue has been resolved after the token reset?

Re: Not getting any picture on Arlo Baby when on home network

Solosheep — Mon, 13 Dec 2021 17:17:35 GMT

Hello

The issue with Alro Baby is still present but not as bad as before. The issue is mostly noticed when we try to log at the same or shortly after another person is on or has come off the stream and on the same network.

This did not happen before.

Re: Not getting any picture on Arlo Baby when on home network

JessicaP — Mon, 13 Dec 2021 21:39:59 GMT

When you mention "picture", are you referring to live stream or the recording/image from your library?

Re: Not getting any picture on Arlo Baby when on home network

Solosheep — Mon, 13 Dec 2021 21:51:37 GMT

I’m referring to the live stream. The recordings still populate

Re: Not getting any picture on Arlo Baby when on home network

JessicaP — Tue, 14 Dec 2021 16:58:06 GMT

Thanks for clarifying. The Arlo development team is investigating this issue. We will provide an update as soon as we receive more information from the team.

Re: Not getting any picture on Arlo Baby when on home network

Solosheep — Tue, 14 Dec 2021 17:05:27 GMT

I have screen shots but the website won’t let me upload them as they are PNG

Re: Not getting any picture on Arlo Baby when on home network

JessicaP — Tue, 14 Dec 2021 21:40:00 GMT

Let me reach out to you via private message to gather some information from you

Re: Not getting any picture on Arlo Baby when on home network

Solosheep — Mon, 20 Dec 2021 16:37:03 GMT

Issue still being looked into

Re: Not getting any picture on Arlo Baby when on home network

ShayneS — Mon, 31 Jan 2022 17:44:33 GMT

Do you have any pending firmware updates for your router?

Can check if it's related to wifi congestion by moving the camera near the router. Also, can you try a 5GHz channel if you haven't already.

Thank you

Re: Not getting any picture on Arlo Baby when on home network

Solosheep — Mon, 31 Jan 2022 18:07:57 GMT

Hello

No pending firmware updates. The camera is one floor above the main router it also has an access point in the same room as the camera.

I have tried the camera next to the router but I had the same results.

The wifi I have sends out duel channels on the same SSID so if it can pick up the 5GHZ it would be doing this. However I thought Arlo is only on 2.4 for baby.

Re: Not getting any picture on Arlo Baby when on home network

ShayneS — Mon, 31 Jan 2022 18:47:39 GMT

@Solosheep

The Arlo baby camera is 5Gz compatible.

Re: Not getting any picture on Arlo Baby when on home network

Solosheep — Mon, 31 Jan 2022 18:54:47 GMT

If it is 5GHZ compatible then it is using that signal as it on a duel band.

In the same room I have a an Arlo Q also not using the base station and had no issues with this so I know it’s not the network setup.

Re: Not getting any picture on Arlo Baby when on home network

cemeyer3 — Thu, 10 Feb 2022 23:32:21 GMT

I ran into the same thing. So far, the only thing I have been able to do to make arlo stable was to put the baby cams on their own SSID on a separate VLAN so the app on my phone thinks they are not local. It seems like the arlo baby cam local streaming is broken and has been for at least a few months (including app and firmware upgrades), which is why switching to mobile data seems to be a workaround

Re: Not getting any picture on Arlo Baby when on home network

ShayneS — Tue, 22 Feb 2022 18:00:18 GMT

@Solosheep

Are you able to separate the bands to a 2.4Ghz & 5Ghz band then try and connect the baby cam to 5Ghz or 2.4 if you want. Make sure your phone is connected to that same band as well when onboarding the Baby camera.

Re: Not getting any picture on Arlo Baby when on home network

ShayneS — Mon, 07 Mar 2022 17:07:03 GMT

Are you still experiencing this issue?

Re: Not getting any picture on Arlo Baby when on home network

Solosheep — Mon, 07 Mar 2022 17:14:37 GMT

Yes still experiencing the issue but not as regularly. Have a Arlo made any changes?

Re: Not getting any picture on Arlo Baby when on home network

ShayneS — Mon, 07 Mar 2022 18:13:40 GMT

@Solosheep