topic Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging. in Arlo Pro 2

Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

robbiebrown34 — Wed, 31 Jan 2018 11:09:28 GMT

Hi Everyone

I have a 2 camera Pro2 kit and its been working really well. I have one of them continuously connected to the power (with a CVR package) and the other one is battery on the other side of the house.

Last night at around 4:30am (UK Time) the CVR stopped working. I also kept getting notifications that there was movement, but no videos shown within the app (I'd not changed any settings, the motion detection was active and set to record for up to 300 seconds).

So I checked, and the camera is no longer charging via USB either, it says the power is out. I've checked the socket, moved the camera elsewhere and still no power. When I first plug the USB in I see the blue light on the camera but then nothing else and the camera is not contactable. I put the battery in and I've got a working camera again but no CVR.

So - I thought "swap the cameras" - I did that, same issue. Camera powered on and worked fine, but no charging.

So - I thought "swap the cables" - I did that, same issue

So - I thought "try a portable power pack" - I did that, WORKED?! What? The portable charger works fine, but a USB socket on my wall socket no longer works (has done for months!) and the official netgear one doesn't work either.

At wits end here, I suspect there was a firmware update overnight thats broken something and now I have no CVR unless I plug in the portable power which I've done.

Can anyone tell me how to check i there was a firmware update, and what the release notes were etc?

The cameras are both on firmware: 1.125.5.0_17202 Hardware V3.

The base unit is on: 1.9.8.0_16666

I've no idea where else to go with this. The cameras have worked seemlessly for months (one wired, one battery). I've not changed any cables and both cameras have the exact same issue when I swap them around, yet one of them has never actually been connected to power before so I know its not physically broken.

Any ideas? If there's a way to downgrade firmware then that would be my last resort.

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

brh — Wed, 31 Jan 2018 12:17:04 GMT

@robbiebrown34

We have no way of knowing if there was a firmware update last night. Maybe when James_C logs in today he can tell us if there were any firmware updates in the UK last night. I do know in the US we have had several firmware updates in the last couple of days. You could try to contact Support. There is banner near the bottom of this page with a link to Customer support.

I am reluctant to tell you to do anything until I understand your post a little better.

When you say socket are you referring to the wall outlet?

When you say USB do you mean the little power adapter/charger that came with the unit?

I don't understand what you are saying when you say portable power pack.

Once we here in the US can understand thes things, maybe we can help you.

Brian

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

TomMac — Wed, 31 Jan 2018 12:27:26 GMT

First I would say USB adater issue or port.... The fact that the cam works with the power pack sort of eliminates that.

All i can think of is to make sure you are using a qualcom ac adapter like supplied as it delivers dual voltage so it can charge and/or run the cam.

Maybe the adapter ( not the cable alone ) has gone bad.

There is no way of going back in FW to my knowledge.

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

robbiebrown34 — Wed, 31 Jan 2018 12:49:10 GMT

Ok - It seems that this issue has miraculously resolved itself.

I'd love to tell you that it was user error and I was being an idiot, but I haven't done a single thing differently.

Since my first post, I left the cameras running on battery and all was working fine (except CVR, obviously)

I've just gone back to the CVR enabled cam, connected it into the USB socket and viola!, its working again. I have no idea how, I'm connecting via the same cables to the same sockets that I was earlier this morning.

Very, very bizarre. When I plugged it in just now I couldn't believe it myself. Been over in my head what else I have missed but I've no idea why it just stopped working, and at 4:30am when I was sound asleep.

For now its a mystery. Especially since it was both cameras and I've not had this issue before.

Really appreciate the quick responses.Hopefully the issue won't come back but we will see...

Thanks again.

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

Johnny290 — Wed, 31 Jan 2018 13:28:23 GMT

Us arlo pro 2 .i did have a firmware update

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

brh — Wed, 31 Jan 2018 13:50:03 GMT

I think the moral to this story is if it is between midnight and, say, 5 am (US time) don't get too excited, wait for 30 to 45 minutes to see if the issue settles itself down.

I think when a firmware update is happening the first green LED on the base station should be flashing green.

Brian

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

robbiebrown34 — Wed, 31 Jan 2018 14:04:24 GMT

Looking at the release notes, it seems there was a base station update overnight which would tie in nicely with the issues.

Been over an hour since I last posted - everything still working and even the other issues I had this morning with the camera sending notifications but not recording events, has fixed itself without me doing a thing.

There were definitely some gremlins in the system this morning. Never had a problem in the past like this and just weird how it all started at 4:30am (almost to the second!).

Anyway, happy to flag this one as solved now - I'll report back any other anomalies if I come across any!

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

Johnny290 — Wed, 31 Jan 2018 14:06:35 GMT

Pro 2 camera also had an update

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

cbaileyuk — Wed, 31 Jan 2018 15:01:20 GMT

I think there was an update to the pro 2.

Last night my camera was at 65%. No motion detection overnight, it now is at 8%!!

I remember the legendary 15388 firmware as it fixed the offline issue and my pro 2 has been fine...until this 17202. That seems to have really upset the battery monitoring on it. Something isn't right.

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

Johnny290 — Wed, 31 Jan 2018 15:02:54 GMT

You think there was an update there was an update check your camera device info

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

robbiebrown34 — Wed, 31 Jan 2018 15:07:44 GMT

Thanks @Johnny290 for the input.

Do you know if there are any release notes available for the update? I can only find the ones for the base station from 30th Jan.

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

Johnny290 — Wed, 31 Jan 2018 15:09:21 GMT

There are release notes but they aren't saying much. These companies do not like to admit that anything is broken but maybe if we're lucky they fix the night vision

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

Johnny290 — Wed, 31 Jan 2018 15:16:32 GMT

Fix for max length recordings
Battery performance improvements
Fix for rapid battery drain. Firm 17202

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

cbaileyuk — Wed, 31 Jan 2018 15:18:08 GMT

17202 seems to have given mine rapid drain! It was fine up until last night...now lost 57% in 4 hours 😉

I assume a reset may help but I'm on holiday.

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

robbiebrown34 — Wed, 31 Jan 2018 15:20:58 GMT

@Johnny290 I saw those release notes but they don't seem to be for the firmware level I'm on or the camera model. They're for: Arlo Pro Camera 1.092.0.8_17203

I totally appreciate that things can go wrong with software updates, they cannot test every little aspect so thats fine.

Whats unacceptable is that the user has no option to rollback an update to a known working version. It should be there as an option by default.

I'm a fairly technical person so I went through the issues this morning quite methodically - for me it paid off but for others they might have returned the unit as faulty or even worse - had intruders and the camera had been rendered completely useless as it was in my case.

Notifications are fine, but if there's no recording to back it up then it's pointless having a camera!

Still, I'm a happy Arlo customer. Overall they've been brilliant. Just little things like this (that could be big things!) really damage the reputation!

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

robbiebrown34 — Wed, 31 Jan 2018 15:22:48 GMT

@cbaileyuk - This is a prime example of why they should allow you to rollback an update, or at the very least give you the option to update or not.

Hopefully yours didnt suffer the same fate as mine and is still recording movement and if you have power connected, thats working too!

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

Johnny290 — Wed, 31 Jan 2018 15:24:33 GMT

Okay but my Pro 2 cameras have definitely updated they were at 583 and now they're at 1702 this has happened in the past 24 hours

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

robbiebrown34 — Wed, 31 Jan 2018 15:32:04 GMT

@Johnny290 Totally agree Johnny. Maybe they've not had chance to put the release notes online yet. Its early morning over in CA now, so lets see if they have any update over the next few hours.

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

cbaileyuk — Wed, 31 Jan 2018 15:43:32 GMT

I agree with the rollback idea. Nice suggestion. A tickbox that permits last version.

I hope mine survive until Friday when I get home but 8% doesn't fill me with much confidence ! 😪

Re: Arlo Pro 2 - Anyway to see if there was a firmware update? Camera no longer charging.

Johnny290 — Wed, 31 Jan 2018 16:27:29 GMT

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JamesC
JamesC NETGEAR Moderator
NETGEAR Moderator
‎2018-01-31 11:24 AM
Release Notes – Arlo Pro 2 Camera 1.125.5.0_17202 – 31st January 2017
Release Notes – Arlo Pro 2 Camera 1.124.1.0_15483 – 4th November 2017.PNG

Details:

Arlo Pro 2 Camera 1.125.5.0_17202

Fix for rapid battery drain
Fix for max length recordings
Improve brightness in night vision
Fix for ghosting with CVR enabled
Battery performance improvements
Fix for camera offline
Improvement for Audio/Video time sync
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