topic Re: Pro 4 - Firmware Update Cycle in Arlo Pro 4

Pro 4 - Firmware Update Cycle

jlb777 — Sun, 24 Nov 2024 10:03:42 GMT

Hi There,

my Pro 4 can’t seem to update to the 15/11/24 update -

VMC4041P camera 1.080.22.3_56_e704b23

Every tine I update, I don’t receive an error, but it asks to update again after the process. I can’t now use live view!

I have tried:

- Rebooting

- Reseating the battery

- Removing / readding

- Factory Defaulting

- Moving next to WiFi hub

Nothing has worked!!!

Please help.

Re: Pro 4 - Firmware Update Cycle

jguerdat — Sun, 24 Nov 2024 14:59:50 GMT

Use the app to go to Settings, Support and choose your camera. Scroll to Contacts to see what official support may offer.

Re: Pro 4 - Firmware Update Cycle

AgentHoneyBadgr — Thu, 28 Nov 2024 21:48:06 GMT

I have the same problem and did similar resets and re-adds etc.

dows the firmware update.. amber and blue lights alternate on the camera and after a few minutes goes back to Update firmware ..

Re: Pro 4 - Firmware Update Cycle

jlb777 — Thu, 28 Nov 2024 21:50:44 GMT

Yep - I logged with Arlo and they said do the same, even though I’d spreads done it. Same result - still won’t update.

tyre must be an issue with the 15/11/24 f/w update! Really annoying as it you can’t use live view on the camera.

Re: Pro 4 - Firmware Update Cycle

Edinburgh_lad1 — Thu, 28 Nov 2024 23:04:31 GMT

Have you restarted the hub?

Re: Pro 4 - Firmware Update Cycle

jlb777 — Thu, 28 Nov 2024 23:37:32 GMT

It’s connected direct via WiFi - no Arlo Hub

Re: Pro 4 - Firmware Update Cycle

jguerdat — Fri, 29 Nov 2024 15:50:01 GMT

@jlb777 , @AgentHoneyBadgr where are you located? Firmware updates are frequently rolled out slowly to the various regions so you may be in one that's still waiting.

Re: Pro 4 - Firmware Update Cycle

jlb777 — Fri, 29 Nov 2024 16:29:26 GMT

I’m in the UK, however the issue is that it is forcing a f/w update and therefore takes away live view until it’s complete, but it won’t complete!

Re: Pro 4 - Firmware Update Cycle

jguerdat — Sat, 30 Nov 2024 15:22:10 GMT

It may or may not help but I'd try removing the camera from the account, resetting it and add it back (don't forget to check your modes and rules).

https://kb.arlo.com/000062438/How-do-I-factory-reset-and-re-sync-my-Arlo-camera

Re: Pro 4 - Firmware Update Cycle

jlb777 — Sun, 01 Dec 2024 14:46:28 GMT

Sadly doesn’t make any difference.

Re: Pro 4 - Firmware Update Cycle

jguerdat — Sun, 01 Dec 2024 15:30:06 GMT

Have you used the app to go to Settings, Support to raise the issue? I believe the UK is part of the region that is covered by Verisure which has an arrangement with Arlo. That may be slowing things down but I don't have a suggestion for contacting them or fixing the problem.

@JamesC , @ShayneS , @BrookeN can you help?

Re: Pro 4 - Firmware Update Cycle

BrookeN — Wed, 04 Dec 2024 15:30:12 GMT

I have passed this information onto our development team to look into. I will update the community as soon as possible.

Re: Pro 4 - Firmware Update Cycle

jlb777 — Wed, 04 Dec 2024 15:40:57 GMT

That is hugely appreciated.

Re: Pro 4 - Firmware Update Cycle

MSD_NOR — Mon, 27 Jan 2025 16:26:20 GMT

I am still having same problem and tried to fix it with Arlo support team but no luck so far.. please suggest if anyone have been able to fix it.

Re: Pro 4 - Firmware Update Cycle

BrookeN — Mon, 03 Feb 2025 18:47:36 GMT

Can you please bring the camera closer to the router and try again? If that does not resolve the behavior you are seeing can you restart the router and then try to do the firmware update? Have you had an problems updating the firmware previously?

Re: Pro 4 - Firmware Update Cycle

MSD_NOR — Tue, 04 Feb 2025 04:21:21 GMT

Appreciate your suggestion but we have tried these steps couple of times along with verisure customer service person but no luck.

Re: Pro 4 - Firmware Update Cycle

BrookeN — Tue, 18 Feb 2025 15:17:32 GMT

Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off. (edited)

Re: Pro 4 - Firmware Update Cycle

MSD_NOR — Tue, 18 Feb 2025 15:33:02 GMT

I tried to send private message and got this message "You have reached the limit for number of private messages that you can send for now. Please try again later"

Re: Pro 4 - Firmware Update Cycle

BrookeN — Wed, 19 Feb 2025 14:51:23 GMT

Thank you for providing that information, I have reached out to support to contact you. They will reach out as soon as possible.

Re: Pro 4 - Firmware Update Cycle

AgentHoneyBadgr — Fri, 14 Mar 2025 09:39:54 GMT

Took a while, but looks like it is fixed. Camera self healed. The installed firmware version looks to be the same as the one that gave issues. Think I figured it out. I had a 4G router very close to the camera that it used. The video recording functionality worked fine through this so connection not a problem. I used the router for something else and put the camera back on main fibre connected house router and left it for a week. That might have allowed it to complete the update? Just thought I would update community.