topic Re: Major CVR bug - time sync issue in Arlo Pro 2

Major CVR bug - time sync issue

Johnny45 — Tue, 31 Oct 2017 17:42:09 GMT

Anyone else using the CVR function? I have a camera pointed out my driveway using CVR for 2-3 days now and I've noticed that the CVR video appears to be out of sync with the activity timeline. Meaning, if I scroll through looking for a "green motion sensed event" in the timeline, the video doesn't reflect any motion. In fact, if I look at other cameras or even the same cameras built-in clips of the motion event, they display the video. So it seems the timeline and CVR video itself is out of sync. Whether it's forward or backward or by how much, I have no idea. I just spent 30 minutes trying to figure that out and I've yet to find a CVR video of any movement. Very frustrating. Add this to bug #4 I have experienced with this device, and this one makes the CVR entirely useless and not worth the monthly charge. I am BestBuy Elite+ so I do have some time to return but this is becoming very very frustrating...

Re: Major CVR bug - time sync issue

Johnny45 — Tue, 31 Oct 2017 18:50:39 GMT

Ok, so I figured out the CVR video is about 14 minutes behind the real time.

Can someone from net gear please advise?

Re: Major CVR bug - time sync issue

jguerdat — Tue, 31 Oct 2017 21:07:17 GMT

Have you restarted your base?

Re: Major CVR bug - time sync issue

Johnny45 — Tue, 31 Oct 2017 21:58:37 GMT

Yes. No improvement.

Re: Major CVR bug - time sync issue

jguerdat — Wed, 01 Nov 2017 00:54:05 GMT

The next thing to check is that all firmware is up to date by comparing what's in Settings, Your Devices, each camera/base and compare to what's listed in the Release Notes section here. Beyond that, maybe remove the camera and resync it. Worst case try a system reset.

Re: Major CVR bug - time sync issue

Johnny45 — Wed, 01 Nov 2017 13:30:10 GMT

Oddly enough everything is in sync today. I didn't make any changes. The previous days, however, continue to be out of sync but hopefully things will remain in sync moving forward.

Re: Major CVR bug - time sync issue

jguerdat — Wed, 01 Nov 2017 18:41:47 GMT

Something about Halloween? 😛

Re: Major CVR bug - time sync issue

Johnny45 — Thu, 02 Nov 2017 21:02:30 GMT

Having the issue again today. CVR is useless when the time line doesn't match up.

Re: Major CVR bug - time sync issue

jguerdat — Thu, 02 Nov 2017 22:22:48 GMT

Have you verified the time on your devices? That is, are they displaying the proper time? Is your router set up to block any ports, especially 123, to arlo.netgear.com?

If all is well, opena case with support.

Re: Major CVR bug - time sync issue

Johnny45 — Thu, 02 Nov 2017 23:50:51 GMT

Yes, everything looks fine time and time sync wise. As for calling support, I can but I was hoping not to have to waste my precious time doing power cycles. I have 10 cameras and don't have the time to start from scratch.

Re: Major CVR bug - time sync issue

Johnny45 — Wed, 08 Nov 2017 12:27:40 GMT

FYI, I am still having issues with the timeline sync - I checked one of my cameras and determined it's off by 44(!!) minutes. I will try to reach out to support today.

Re: Major CVR bug - time sync issue

Manole831 — Sun, 10 Dec 2017 00:06:48 GMT

I had the exact same issue as well and after having a ticket open with support for over a week, I just gave up and returned the cameras. Was this ever resolved?

Re: Major CVR bug - time sync issue

Johnny45 — Tue, 12 Dec 2017 01:56:26 GMT

No, I am still having issues. I have 3 cameras setup for CVR and sometimes one of the three is in sync but usually they are all slightly off - sometimes by more than 30-40 minutes. Quite frustrating. This is something that Nest has done really well.

Re: Major CVR bug - time sync issue

Manole831 — Tue, 12 Dec 2017 02:14:21 GMT

Unbelievable! I asked support to credit me for the time I subscribed to it and they refused. I really, really don’t want to switch to Nest because the PIR sensor has advantages over image motion detection and most of my cameras are running on batteries. But, this CVR issue really has me concerned and Netgear’s horrific response to this issue is just ridiculous. Adding insult to injury, support pings me once a week to check in if the condition has improved without any communication of anything they’ve done on their end to triage. When you spend this kind of money on Cameras, they better be rock solid.

Re: Major CVR bug - time sync issue

JamesC — Wed, 31 Jan 2018 18:50:28 GMT

Johnny45,

A firmware update was recently released for Arlo Pro 2. Are you still experiencing this issue?

JamesC

Re: Major CVR bug - time sync issue

CB11 — Sun, 11 Feb 2018 17:19:52 GMT

Still having the problem here. Its out of sync on desktop browsers and the app. I previously had a ticket open and it was blamed on me using android Oreo. It can't be my end if its the same on the browser too. One of my cameras is fine, the other isn't. I've tried reinstalling, resetting etc

Re: Major CVR bug - time sync issue

jdubbs413 — Tue, 06 Mar 2018 19:57:30 GMT

This remains an issue even still today. My dad has the same setup his timeline is off by 4 minutes. Mine is 11 today. The motion time is correction but the video doesn't match up.

Re: Major CVR bug - time sync issue

robbiebrown34 — Wed, 14 Mar 2018 12:34:44 GMT

I too have the same issue.

I'm getting notifications and videos, but when I look back at the CVR, its around 44minutes out.

Yesterday I had a suspicious person walk around the front of our house (Pro 2 - Non CVR), I got the notification at 17:04 so to check if they went around the back on the CVR camera and at 17:04 there was nothing. I eventually managed to find the recording at 17:48.

I have tried restarting the base and re-syncing the cameras but this makes no difference. I raised a support case with Arlo this morning so hopefully someone will look into it.

Seems like its pretty widespread, so all being well it will be resolved soon.

Re: Major CVR bug - time sync issue

Johnny45 — Thu, 15 Mar 2018 18:09:00 GMT

I too am still having this issue on all 3 cameras I have setup for CVR.

Re: Major CVR bug - time sync issue

CB11 — Thu, 15 Mar 2018 18:26:44 GMT

I'm still having the issue too. I was told new firmware is coming to fix it but this was around a month ago.