topic Re: No/black image in Arlo Pro

No/black image

DGTroost — Mon, 10 Jun 2019 22:54:58 GMT

In observation mode, 3 of the 5 cams give no image since several month; the whole image is black. The 2 other cams show their usual observation image.
I have restarted the base station several times, dis- and reconnected all five cams, but to no avail. All 5 cams work fine in live mode, but when returning to observation mode the images of the same 3 cams turn black. This is annoying and a solution to solve the problem would be highly valued. Thanks in advance. Dirk Troost

Re: No/black image

ShayneS — Mon, 10 Jun 2019 22:54:32 GMT

Hi @DGTroost

What Device/OS are you experiencing this issue with? Is this occurring on the web portal?

Re: No/black image

DGTroost — Tue, 11 Jun 2019 00:19:52 GMT

Many thanks for your feedback. Experiencing it on my iPhone 6 s. But your question triggered me to also check our two other devices carrying the Arlo app.: iPad 2 and iPhone 4. Surprise .... no problem there! Five good observation images on both these devices.
The problem remains though on my iPhone 6 s, which is most unfortunate since this is the device mostly connected to Arlo.
Not sure I understand your 2nd question re. web portal. Could you please rephrase.

Re: No/black image

jguerdat — Tue, 11 Jun 2019 12:25:07 GMT

You've already sorta answered the question about the web portal since your problem is isolated to one device. The web portal, https://arlo.netgear.com, is the other way to connect to the servers instead of using the app.

Re: No/black image

ShayneS — Tue, 11 Jun 2019 17:12:52 GMT

Hi @DGTroost

Is your Iphone 6s updated to the latest version of IOS? (12.3.2) & are you running the latest version of the Arlo Mobile App 2.7.10?

Re: No/black image

DGTroost — Tue, 11 Jun 2019 20:54:19 GMT

Am living in France thus below concern French iOS and Arlo app. versions:
iPhone 6s - iOS v. 10.3.3 (up to date/latest available); - Arlo v. 2.7.6 (44) published 29/03/19.
In any event, black-image problem does not exist on iPad 2 and iPhone 4 both with same and older (French) versions, namely: iOS v. 9.3.5 and Arlo v. 2.5.5 (published 2 august '18). Mysterious, isn't it?

Re: No/black image

ShayneS — Tue, 11 Jun 2019 21:13:38 GMT

@DGTroost

I would suggest contacting customer support regarding this issue? I have attached the link here for you - Arlo Tech Support