topic Re: Arlo baby screen times out continuously in Arlo Baby

Arlo baby screen times out continuously

Megannolet12 — Mon, 22 Aug 2022 19:36:47 GMT

I am having an issue with only one of my baby monitors not live streaming. It will live stream for 1 minute to 1 hour before it stops live streaming and I have to hit the “play” button again.
I have tried a hard reset (flipping the back switch and unplugging for 1 minute then switch and plug back in), pushing the reset button, switching locations with the other baby monitor, removing it from my devices and re-adding it. Nothing is working. It says it has full bars for connection and the other monitor is working fine no matter what room it is in. Speed test on our internet is perfect.
Help! This is very frustrating as my daughter has major nightmares and panics when we can’t hear her to come in to comfort her at night.

Re: Arlo baby screen times out continuously

Megannolet12 — Mon, 22 Aug 2022 19:37:25 GMT

Re: Arlo baby screen times out continuously

ShayneS — Tue, 23 Aug 2022 23:23:40 GMT

Is this occurring on the web browser or Arlo app. For trouble shooting purposes, You can only stream continuously from the Arlo app.

Re: Arlo baby screen times out continuously

Megannolet12 — Wed, 24 Aug 2022 03:40:17 GMT

This is happening on the Arlo app on my iPad and my iPhone.
We have 2 cameras. 1 camera will continuously live stream while the other will constantly stop the live stream.

Re: Arlo baby screen times out continuously

ShayneS — Wed, 24 Aug 2022 20:36:47 GMT

Does it appear the camera is going offline? do you notice an Amber LED by chance around when this issue occurs?

Re: Arlo baby screen times out continuously

Megannolet12 — Wed, 24 Aug 2022 20:51:10 GMT

No, it does not appear to be going offline. It says it has full bars for internet the entire time. I have not noticed any amber colored light.

Re: Arlo baby screen times out continuously

ShayneS — Wed, 24 Aug 2022 22:49:05 GMT

Please reach out to the Support Team to further investigate this issue you are experiencing. You can find several options for contacting support though the Arlo Mobile App by navigating to Settings/System/Support.

Re: Arlo baby screen times out continuously

Megannolet12 — Wed, 24 Aug 2022 22:51:02 GMT

I have tried support but I don’t pay for a subscription so I don’t have the option for support. Support told me that I would get the help I need here.

Re: Arlo baby screen times out continuously

ShayneS — Wed, 24 Aug 2022 22:55:11 GMT

I see, I had the wrong info pulled up atm sorry. Let me get with a member of my L3 team and I will get back to you ASAP.

Re: Arlo baby screen times out continuously

ShayneS — Fri, 26 Aug 2022 21:38:30 GMT

if it's possible, can you turn off the working Baby cam and leave the non-working ON and do a livestream and see if the issue still occurs?

Also, is the device with the issue connected via 2.4 or 5 GHz?

Thanks

Re: Arlo baby screen times out continuously

Megannolet12 — Fri, 26 Aug 2022 22:15:48 GMT

Turning off the working camera did not fix the issue.
I don’t understand the last part of your question. Could you help me find out how to answer that for you?

Re: Arlo baby screen times out continuously

Megannolet12 — Fri, 26 Aug 2022 23:35:28 GMT

Husband helped me answer the last part. Both cameras are on 5GHz.

Re: Arlo baby screen times out continuously

ShayneS — Thu, 01 Sep 2022 18:58:48 GMT

Hey Megannolet12

The Arlo development team is currently investigating this issue for you. We will provide an update as soon as we have more information to share with the community.

Re: Arlo baby screen times out continuously

ShayneS — Fri, 02 Sep 2022 00:34:53 GMT

@Megannolet12

Can you verify if the Video Settings for the Baby camera experiencing the issue is set to Auto Livestreaming > WiFi Only within the video settings?

Thanks

Re: Arlo baby screen times out continuously

Megannolet12 — Fri, 02 Sep 2022 01:43:30 GMT

It’s on “mobile data and wifi”. Do I need to switch to wifi only? Will that not hinder my ability to check the monitor at places without wifi if I need to?

Re: Arlo baby screen times out continuously

TwinCitiesJHawk — Fri, 02 Sep 2022 02:11:00 GMT

I’ve been having this issue all week all of a sudden all my cameras just stop streaming. Every 20 minutes. the video settings on my cameras are set to off for auto live-streaming. I haven’t changed anything in over a year and this just started. So Frustrating.

Re: Arlo baby screen times out continuously

ShayneS — Fri, 02 Sep 2022 15:22:45 GMT

@Megannolet12

Thanks, I passed that info to the support team that was requesting the info. The team was asking for Troubleshooting on their end. IF both cameras were having the same issue, I would have said your router may be dropping signal and causing the stream to switch to mobile data, which will stop the stream after a set amount of time to save on bandwidth. WIFI is the only way to utilize the unlimited live streaming feature.

Re: Arlo baby screen times out continuously

ShayneS — Fri, 02 Sep 2022 15:23:25 GMT

@TwinCitiesJHawk

Thanks for the feedback, I will pass this along as well. I will keep the thread updated as soon as I have more info for you two.

Re: Arlo baby screen times out continuously

ShayneS — Fri, 02 Sep 2022 20:50:24 GMT

@Megannolet12

I have a few questions for you if you don't mind.

Do you see a little home Icon with WIFI signal bars within it, in the top corner of the live stream when initiating the local live stream?

For trouble shooting purposes, when you are home can you turn off mobile data leaving only the wifi option ON to ensure there's no switching wifi to data. When you leave you can turn mobile back ON. Please let me know the results.

Also can you try disabling mobile data on you phone and leave wifi on and monitor the camera for any drops in live streaming.

Thanks

Re: Arlo baby screen times out continuously

Megannolet12 — Fri, 02 Sep 2022 21:12:20 GMT

Switching to “wifi only” and turning off mobile data did not fix the issue.