topic Re: Camera failed to connect...Please try in Arlo Q

Camera failed to connect...Please try

TheWorst — Wed, 03 Jan 2018 17:03:37 GMT

This is absolutely ridiculous...There are numerous posts with the same issue and no actual fixes, just some stuff that's worked for some users and even at that they're user submitted fixes. Does anyone from Netgard actually monitor these threads.

- So basically, I cannot view live footage on iOS using my cellular connection (LTE), wifi at home or work, I've also tried on a desktop web browser, I've tried IE, Chrome and get the same message there.

- I have uninstalled/reinstalled the app at least 10 times with the same issue coming back every single time

- I have reset & re-added the camera to the app almost as many times as I've uninstalled/reinstalled the app, no change

- someone trying to pass themselves off as "support" asked me to do a speed test, trust me when I say my internet

speeds are the least of my worries.

- this isn't related to my issue but equally dumb, update your app, I'm being asked to activate touch ID when the phone

I have doesn't even have touch ID.

Shoulda gotten a Nest Cam

Sooo disapointed with what looked to be a great product

Re: Camera failed to connect...Please try

JamesC — Fri, 05 Jan 2018 20:08:39 GMT

TheWorst,

This could be due to interference or poor signal strength due to range. How far from your router is the camera? Are there any walls or physical obstructions between the camera and the router?

If you move the camera close to the router (within a few feet, only to test) do you still experience the same results?

JamesC

Re: Camera failed to connect...Please try

TheWorst — Fri, 05 Jan 2018 20:06:00 GMT

Hey James,

Thanks for replying. I understand this can be an issue with some users, however in this case I can assure it's not the problem. I have a gigabit connection, the router is on top of my entertainment unit and the camera is less than 5 feet away mounted on the wall near the corner, with no obstructions.

I spoke briefly to one of your support people who wasn't very helpful, and told me to remove the battery from my unit even though the ArloQ doesn't have a battery and is AC powered, and this is after me telling him which model I have. Also I feel like the camera is already close enough, unless I move it right next to my router and like I was saying above there's no more than 4-5 feet at the most between both devices.

It was all working great the way I've had it set up all along, just one day the live footage option stopped working, I've uninstalled/reinstalled the app more times than I can remember now, this is incredibly frustrating, I'm honestly at the point where I'm ready to throw this in the garbage and get a nest cam. You guys need to get your stuff together.

P.S. what's even dumber about this is that when the camera detects noise/movement, it'll alert me on my phone and I can see footage, but whether at home/work/out somewhere, that stupid live view option isn't working

Re: Camera failed to connect...Please try

JamesC — Mon, 08 Jan 2018 21:21:57 GMT

TheWorst,

Well, 4-5 feet shouldn't be an issue, as you've concluded. What firmware version is your camera running? You can find this by logging in to your account and navigating to Settings > My Devices > select your Arlo Q > Device Info. You can reference current firmware versions here: Firmware Release Notes

JamesC

Re: Camera failed to connect...Please try

henm — Thu, 01 Feb 2018 03:08:11 GMT

I completely agree with TheWorst.

Numerous posts with the same problem, but no real advice from the ‘experts’, just comments trying to determine what we are doing wrong! Everyone cannot be doing the same thing incorrectly!

My Arlo Q worked perfectly for 3 days and then ‘failed to connect’. I am now 3000km away from home with no access to the live view streaming option. Since I have had no detection message for a couple of days now I do not even know if the system is still working and there is no way to check (since live view is no longer an option).

Feeling really frustrated!

Re: Camera failed to connect...Please try

JamesC — Fri, 02 Feb 2018 20:25:18 GMT

henm,

What device are you using to live stream? If you try using a different device, do you get the same results?

JamesC

Re: Camera failed to connect...Please try

TheWorst — Fri, 02 Feb 2018 20:34:50 GMT

You're absolutely right, there's loads of people with this issue and we're basically getting blamed for "not using/setting up the camera properly, or having poor internet connectivity" I'm also beyond frustrated and am about to just throw this thing in the garbage.

Save yourself the trouble, buy a Nest Cam and throw this one out. These guys are jokers and don't care about their customers nor have they shown any interests whatsoever in actually fixing this. The James C guy who's trying to "help" will tire of you shortly and just stop responding all together, that's pretty much what happened with me.

Re: Camera failed to connect...Please try

TheWorst — Fri, 02 Feb 2018 20:36:59 GMT

Hey James C,

How about trying to also continue attempting to fix my issue, it remains, I posted a response to your last reply but never heard back. Is this basically your way of admitting there is an issue and that there are no fixes. Look you've been somewhat helpful, but I am BEYOND FRUSTRATED, I paid lots of money for something that's not even working and doing what it's supposed to do.

Re: Camera failed to connect...Please try

JamesC — Fri, 02 Feb 2018 21:32:41 GMT

TheWorst,

I apologize but I don't see a reply to my last response.

Given the level of frustration you've shown here, i'd like to offer assistance by escalating your support case. Please send me a private message with your open support case number or the email address used to set up your Arlo account and I will escalate accordingly.

JamesC

Re: Camera failed to connect...Please try

henm — Fri, 02 Feb 2018 22:29:55 GMT

I have just arrived home and switched the unit off and on again (as advised by another post) and it is now working again.
There must be some software issue if the unit stops after a couple of days as advised by numerous other posts.

Re: Camera failed to connect...Please try

henm — Mon, 05 Feb 2018 11:03:41 GMT

Hi. I have now added a timer to my wall socket to switch the unit off (for a minute) and on again every 2nd day. This seems to have solved the issue (but you lose your recorded data each time).

Let's hope there is a patch on the cards to address this issue (not holding my breath)!!

Re: Camera failed to connect...Please try

henm — Mon, 05 Feb 2018 11:15:39 GMT

Hi JamesC

Any feedback on my other comment - that there may be an inherent software issue here!

Re: Camera failed to connect...Please try

JamesC — Mon, 05 Feb 2018 16:44:11 GMT

I'm Glad to hear you're no longer getting an error message. There are no software issues that i'm aware of. This error can be the result of a number of possible conditions ranging from poor connection quality to a display issue with the browser being used.

JamesC

Re: Camera failed to connect...Please try

TheWorst — Mon, 05 Feb 2018 19:21:25 GMT

Hi James, I've sent you a PM, as I mention I apologize for thinking I had replied to your firmware question. But basically firmware version is not the same as the latest, when I log in to the netgear site to check the firmware that way, there is no option to update it (this is the same on IE 11, Chrome Safari - both desktop and mobile).

However, in the app there is an option to update the firmware, but there weren't any changes to it when I clicked on that. I feel like I may have gotten a dud, I'll do another reset / set up tonight and see what happens, but I honestly don't have much hope and I'll wait to hear from you regarding the PM I sent you.

Thanks

Re: Camera failed to connect...Please try

Customer18 — Tue, 06 Feb 2018 20:36:08 GMT

Your comments are completely correct because I have had the same issue trying to move an Arlo Q from one location to another without being required to begin the setup process again. I have seen similar posts where others will suggest factory resets, ask about Wi-Fi strength, and suggest purchasing a UPS while simultaneously ignoring what appears to be a design flaw, which is sad given how nice the product seems otherwise. I am certain Netgear is aware of the problem, and I am certain it has weighed against the costs of fixing what seems to be a hardware issue. I have returned two Arlo Qs thus far with similar results.

Re: Camera failed to connect...Please try

kjf3e — Thu, 08 Feb 2018 04:37:47 GMT

Having the same issue.

Re: Camera failed to connect...Please try

KRNShank — Thu, 08 Feb 2018 15:43:03 GMT

I'm having this issue as well where I get a persistent "please wait.." when attempting to view the live feed. I have the lastest firmware for my Arlo Q and my Arlo Q is reporting 100 percent signal strength on a gigabit fiber internet connection.

My SmartThings stream also does not work. It just cycles to attempt to stream the feed but fails.

Re: Camera failed to connect...Please try

brews4me — Fri, 09 Feb 2018 17:38:47 GMT

I of course have the same issue.

Pretty sure it's not the camera or wifi connection as everyone is pointing out. And the cameras are close enuf to not be a problem, heck i think they say 300 feet, and walls should not be an issue. My house also does not have lead walls.

It's almost like the router is overtasked or denial of service which makes connecting to camera impossible for some amount of time. My connection eventually comes back but a router reset/restart probably would clear up the issue sooner. Try to imagine the amount of data being pushed both ways for multiple cameras and the Netgear software seems clunky at best to deal with that. Also, not sure how the videos and picts are uploaded to the 7 day servers, you have everything from your net speed going up to the Netgear servers storing this, should be a way to schedule it to be at off times.

Re: Camera failed to connect...Please try

brews4me — Fri, 09 Feb 2018 21:50:38 GMT

My issues have also been when I used the Chrome browser and there seemed to be a Adobe Flash version issue.

I tried Firefox and had much better results!! Also had to update the Flashplayer piece.

Give Firefox a try to login into Arlo and view your devices!

Re: Camera failed to connect...Please try

henm — Fri, 09 Feb 2018 23:34:47 GMT

Hi brews4me

I am using the Arlo app on my mobule phone, so not much choice. Anyway the wall socket timer option is working for now (as long as I am able to live with only 2 days worth of images - the video log resets itself on restart).