topic Re: SmartThings integration failing (motion events) in Partner Integrations

SmartThings integration failing (motion events)

hoicju — Sun, 26 Dec 2021 07:41:55 GMT

Hi. I have a problem integrating Smartthings and Arlo. I took a screen recording to show the problem: http://youtu.be/WscnGEcJos4. The biggest problem is that now Smarthings is not receiving information from the motion sensor in Arlo cameras and my automation no longer works.

Detecting camera motion in Smartthings

JBKerner — Mon, 27 Dec 2021 04:10:48 GMT

I created an automation in Smarthings, such that between sunset & sunrise, if a camera senses motion, it turns on my front porch light. The automation works fine with a z-wave motion sensor (Zooz), but Smartthings doesn't see motion from either the Arlo Ultra 2 or the Pro 3 Floodlight cameras. The Ultra hub & floodlight camera are both armed, and are set to record video (Arlo Secure plan), and to give push notifications. To be clear, the cameras *ARE* seeing motion, & recording video; they're just not giving that info to Smartthings. Am I missing a setting? I was under the impression that full integration with Smarthings had been achieved. Is that incorrect? One last thing: I still have IFTTT installed. Could it be conflicting with my automation?

Re: Detecting camera motion in Smartthings

rosaljr — Tue, 28 Dec 2021 18:18:30 GMT

I am having the same issue, wondering if Arlo will let us all know what is going on.

Re: Detecting camera motion in Smartthings

JessicaP — Tue, 28 Dec 2021 18:59:55 GMT

Hi JBKerner and rosaljr,

For further assistance with Samsung SmartThings not working properly with your Arlo system, please navigate to Settings > Support in the Arlo App for service options available to you.

Re: Detecting camera motion in Smartthings

JBKerner — Tue, 28 Dec 2021 19:15:00 GMT

I've seen about a dozen or so posts from people in the Smarthings community regarding this issue. Some said this stopped working around the end of November. I guess that I was just lucky (?) to have tried this functionality recently. I tried this originally in 2018, and the Smartthings integration hadn't been made, and at that time, several Arlo people said integration probably wouldn't occur. Then, in 2020, Arlo released a statement saying that integration with Smartthings had been achieved. Go figure!

Re: Detecting camera motion in Smartthings

JBKerner — Tue, 28 Dec 2021 19:26:07 GMT

Actually JessicaP, that's EXACTLY how I made my original post: Settings > Support! This is an Arlo community forum. Before I called the support line, I wanted to find out if others were having the same issue, and it seems they are. Rather than direct me to yet another support option, why don't you admit there's some kind of software issue, and give me a proposed date when we can expect it to be fixed! Apparently, there are quite a few Arlo customers who've noticed that Arlo wasn't communicating notifications with Smartthings, beginning around the end of November.

Re: SmartThings integration failing (motion events)

ShayneS — Tue, 28 Dec 2021 20:28:05 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: SmartThings integration failing (motion events)

BrickedBrain — Wed, 29 Dec 2021 16:52:08 GMT

If you have any luck with the so called support team let the rest of us know. These moderators keep referring people to the support team, as in quick, get off the forums with your issue that many others are experiencing... then of course they will mark it solved! pure genius. If you read through some of the other threads you will see no one is getting anywhere with arlo over this matter... Maybe after the holidays the A Team will be back in the office and we can get a proper resolution.

Re: SmartThings integration failing (motion events)

ShayneS — Wed, 29 Dec 2021 17:27:13 GMT

@BrickedBrain

Regarding your statement, "I also noticed this with the Phillips Hue link. Was missing some newer lights, and i get the same thing as the cameras, no network ID, and listed as "placeholder" as type.

All this to say, that it is likely a problem on the smartthings side of the house."

Have you tried contacting SmartThings customer support regarding this? SmartThings Support

Re: SmartThings integration failing (motion events)

hoicju — Wed, 29 Dec 2021 17:21:04 GMT

it doesn't mean anything! Many devices have placeholder in Device Type! For example, Tuya or Ewelink switches!

Re: SmartThings integration failing (motion events)

ShayneS — Wed, 29 Dec 2021 17:29:27 GMT

@hoicju

It looks like you have a case open regarding this issue: 42864404

Please keep you support agent updated while they work to resolve this issue

Thank you

Re: SmartThings integration failing (motion events)

Motorsportuk — Thu, 30 Dec 2021 13:32:52 GMT

Hi,

I also have this issue, which seems to be a platform wide rather than specific user issue? SmartThings is not receiving motion detections from Arlo cameras (Ultra, Pro 3 etc) and the integration to SmartThings appears to have broken? This means all my security automations are no longer working and not triggered by the Arlo cameras, please help?

Is there a fix from Arlo for this?

Thanks.

Re: SmartThings integration failing (motion events)

hoicju — Thu, 30 Dec 2021 13:45:07 GMT

@Motorsportuk No! I sent all the information, along with the logs, to support! I advise you to do the same, because the problem has been relevant for a week!

Re: SmartThings integration failing (motion events)

Vendor — Thu, 30 Dec 2021 21:40:16 GMT

I am having the same issue with my VMB4000 base station and 5 Pro/Pro 2 cameras. The motion events stopped being sent to SmartThings earlier this month. I engaged SmartThings support and the suggested I (a) remove the integration (b) re-integrate Arlo/SmartThings (c) try again. When I attempted to re-integrate, I encoutered the same OAUTH issues people reported: after entering my login/password I received a message that "Connection between SmartThings and Arlo encountered an error. Request Code: XXXXX" but that just refreshing the page seemed to work. The devices appeared in SmartThings and I can stream video, however, the motion events are not being sent to SmartThings even though Arlo detects motion and starts recording within the Arlo app.

I don't have a paid subscription and Arlo won't let me speak with a human about the issue. I'm still attempting to work with SmartThings support to see what they see. One thing I noticed is that in the SmartThings IDE, I see for the camera device there is a "motion" event type with the value "inactive".

I have tried toggling the mode within Arlo to see if that works. SmartThings support says I should see a "SmartThings Mode" in Arlo settings but I don't see that either. I feel like I am stuck in between a rock and a hard place. If anyone would like any additional details to help troubleshoot, feel free to let me know and I am happy to help where I can.

Re: SmartThings integration failing (motion events)

Irelandhouse — Fri, 31 Dec 2021 01:28:50 GMT

Smartthings says this is a known issue with Arlo. They say Arlo is not sharing the motion activity. Please fix or at least be honest about the issue.

Re: SmartThings integration failing (motion events)

Irelandhouse — Fri, 31 Dec 2021 01:33:15 GMT

This is the email from Smartthings:--

Our engineers team confirmed that this is an ongoing issue.
Arlo devices stopped sending any data to SmartThings starting on 12/23.
We're working with Arlo to make sure that the motion information is being sent to us.
While we work on this, you can also get in touch with Arlo and report this issue from your end.

Re: Detecting camera motion in Smartthings

ChadofCNC — Fri, 31 Dec 2021 03:21:49 GMT

It seems ALL Arlo systems paid & free accounts are experiencing the same problem. BUT Arlo wants to blame SmartThings when SmartThings see cameras, view live & clips. Just not receiving a motion alert any longer. This was working for me for over two years. No hardware or software changes.

Re: SmartThings integration failing (motion events)

ChadofCNC — Fri, 31 Dec 2021 03:22:10 GMT

Arlo Pro2 Arlo motion no longer triggering in smartthings

Arlbroke — Fri, 31 Dec 2021 18:51:59 GMT

Arlo motion just stopped working to trigger and turn on lights in smartthings. I have been using my Arlo camera's motion sensor as a trigger in smartthings to turn on lights. This has been working well for a couple of years. About 1 week ago everything stopped. According to Smartthings on Dec 23, 2021 Arlo devices stopped sending data to smartthings.

Re: SmartThings integration failing (motion events)

ShayneS — Fri, 31 Dec 2021 19:02:23 GMT

Thank you for the updates, we are currently investigating these reports and we will provide an update as soon as possible.

Thank you