topic Arco Q won't connect to 5ghz network and audio/video out of sync in Arlo Q

Arco Q won't connect to 5ghz network and audio/video out of sync

jdb_ — Thu, 29 Sep 2016 23:33:33 GMT

I raised a support case back on the 2nd May that I was unable to get the camera to connect to my 5ghz network and that (using my 2.4ghz network) the audio and video are ~2seconds out of sync.

After a few days of collecting information on my troubleshooting everything went quiet. Support is now non-existant. So, hoping someone here has has similar issues and can offer assistance?

My environment:

Router: Asus RT-AC68-U
Speed test: 282.41Mbps down, 289.91Mbps up
Network SSIDs;

5ghz: TEST
2.4ghz: TEST.2.4

both passwords are identical and networks working fine with other devices (iPhone 6/6S, MacBook Pro, Apple TV, Samsung TV, etc)

In testing I created a 5ghz network with no security, SSID was ASUS_5G

The Arlo could still not connect, giving the same error buzzer when attempting to configure. I have placed the Arlo in the same room as the Router at distances of 1m, 5m and 10m. None of these provide any improvement.

The 2.4ghz environment in our building is pretty crowded, but 5ghz is all but clear with every other device we have working great! Any ideas on getting the Arlo Q to connect to 5ghz and transmit audio/video in sync would be awesome.

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

jguerdat — Sun, 12 Jun 2016 23:45:42 GMT

I can't answer all your questions but I can attest that the underscore will cause the connection problem. The "." may also. The easy thing to do is to use only alphanumerics.

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

jdb_ — Mon, 13 Jun 2016 00:36:17 GMT

Thanks for the reply jguerdat.

Interestingly, it's the 2.4ghz network that works (TEST.2.4) whereas the 5ghz network (TEST) does not.

I'll give it another go without the _ in name of a network with no security but cant run this way normally. Would WPA2-Personal security work on 2.4 but not 5 for any reason (note it's the same password for both, only alphanumerics)?

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

jguerdat — Mon, 13 Jun 2016 12:28:30 GMT

I don't know that anything other than WPA2 will work (one person stated that WEP doesn't).

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

jdb_ — Tue, 14 Jun 2016 22:45:18 GMT

So, tried a 5ghz network called ASUS5G with no authentication. Arlo still wouldn't connect. Safe to assume the camera is a dud?

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

jguerdat — Wed, 15 Jun 2016 00:48:29 GMT

I'd suspect that authentication is required. If weak encryption (WEP) won't work, I'd think a lack of authentication would also fail.

If all attempts fail, create a trouble ticket for extra help and possible RMA.

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

jdb_ — Sat, 09 Jul 2016 00:48:05 GMT

Updating everyone. I replaced my Alro Q - issue remains.

It cannot connect to a 5ghz network. I've setup an SSID of TEST and a password of 00000000 and it simply refuses to work. My router is an Asus RT-AC68U and I have no connectivity trouble with Apple (iPhone, iPad, AppleTV) or Samsung (TV, Galaxy S5) products.

If I combine this issue with recent decision to cripple the 2.4ghz connectivity on the camera (same location 5m from the router now flashes as low wifi signal with the latest firmware) it would seem to me that the product has severe networking issues.

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

jguerdat — Sat, 09 Jul 2016 16:21:34 GMT

I had my Q on an Asus RT-N66U with no issues. Not sure why you would be having problems, especially with 2 cameras. The only thing I see as even a remote possibility is the use of caps in TEST. I don't think it would be an issue but...

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

hokeysmoke — Sat, 09 Jul 2016 21:21:49 GMT

It would be nice to get some clarification from Netgear (or independent test results), since the specs do explicitly say that 2.4Ghz and 5GHz are supported, along with "Wifi Speed: N600", which I presume means it operates with 802.11n access points. Just because your access point connects with no problem does not mean that there is any data being sent at 5GHz, as 802.11n does not require it on the client side. If "N600" means that the camera can transfer data at 600Mbps, then that would be amazing as it would need to have 4 antennas to do it (along with an access point that also has 4 antennas). The fact that Netgear does not mention "802.11n" probably means that it is not WiFi certified to that standard, so there could also be interoperability issues.

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

JamesC — Tue, 12 Jul 2016 22:37:36 GMT

jdb_,

I have tested this and did not have any issue connecting the Arlo Q to the 5GHz network on a Netgear R7000 router. (I do not have access to the model of Asus router you refer to above)

I have reviewed the case you have open with the support team and it appears it is still under investigation. I will escalate this case and offer any additional information that I can.

JamesC

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

Cantab — Fri, 22 Jul 2016 01:08:32 GMT

@JamesC, I have the exact same problem. My two Arlo Q's refuse to connect to the 5GHz network of my ASUS router. Shortly after the QR code is read and the chime sound is made, the device would produce the 'error sound' and its ember light would flash rapdily.

I am not an idiot.

I am very sure that I keyed in the SSID and password correctly, so please don't ask me to double check these fields.
All other devices (various MacBook Air's, ASUS laptop, various desktops with Wi-Fi adapters, iPad Air, various motorola phones, various samsung phones, various iPhones, two smart TV's) all work on the 5GHz network if they are within range - yes, I have a lot of devices in my house.

I've tried the following to no avail.

Remove all special characters from both the SSID and password. (I highly doubt that special characters is the cause of the problem since the Arlo exhibited no issues with these characters on the 2.4GHz network.)
Remove password altogether (IE, open sytem, no authentication)
Forcing N-only mode (since the Arlo does not support 802.11ac)
Use a guest network
Placed the Arlo Q within the line-of-sight and within 7 metres of the router.

Hardware I've used:

ASUS RT-87U
ASUS RT-88U

Extrapolating from the limited information we have, it seems, as HokeySmoke suggested, to be an inoperability issue between the Arlo and ASUS routers.

I intiially intended to buy a couple more Arlo Q's but I will put my purchase on hold (and possiblity indefinitely so) until this issue has been resolved. I cannot afford to risk saturating or overladening the 2.4GHz network. Please expedite this issue. Thank you.

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

jguerdat — Fri, 22 Jul 2016 13:02:36 GMT

One further possibility is what encryption is used. One user determined that WEP didn't work so others may have an issue, too. I use WPA2-PSK (AES) with no problem.

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

Cantab — Fri, 22 Jul 2016 13:05:04 GMT

Forgot to mention that I'm using WPA2-PSK (AES).

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

jguerdat — Sat, 23 Jul 2016 14:08:18 GMT

Guess I'd create a trouble ticket for additional support. Without actually being there, I don't have more suggestions.

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

jdb_ — Sat, 30 Jul 2016 04:12:32 GMT

I created my trouble ticket for this issue on 2nd May. Post receving a replacement device and proving a further update that the issure remained unresolved on the 9th July I have seen no further updates or communication.

It would appear to me neither the forum or trouble tickets are getting anyone at Netgear to actually acknowledge and address the issue.

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

hokeysmoke — Sat, 30 Jul 2016 04:33:47 GMT

Netgear has 319 products according to wi-fi.org that are Wi-Fi certifiied, but no Arlo models are on the list. Netgear, are there plans to get the Q and Q Plus cerified, so that interoperability issues could be blamed on other equipment rather than yours?

http://www.wi-fi.org/product-finder-results?sort_by=default&sort_order=desc&keywords=vcm3040,netgear

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

JamesC — Tue, 02 Aug 2016 20:23:36 GMT

jdb_,

I apologize for any frustration. I would like to work with you to resolve this issue. I will reach out to you in a private message regarding your case.

JamesC

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

jdb_ — Sun, 14 Aug 2016 02:45:07 GMT

To update everyone - I received a reply from a Netgear engineer on my case. I've included part of that reply below as it would appear the issue is being acknowledged and worked on which is great news!

"I am currently working feverishly to get to the bottom of this apparent lowered signal capability with the Arlo Q. I have been heading up a team of analysts to get to the bottom of what is causing this. The common theme is that customers report it began after the firmware update.

In some cases we have found that it was in fact some customers' environment and not the update.

I am still convinced that something in that last firmware caused some amount of signal degradation which is affecting connection quality and the flashing purple LED."

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

Bearscreek — Sun, 21 Aug 2016 17:13:39 GMT

I know I'm late to the party, and I haven't read every word here, but I have recently added a Q to an Asus RT-N66U at 5 gHz with no problems, but the signal did seem a bit weak last night, with an occasional blinking purple light. When I initially set up the Q, it immediately went to my 5 gHz, even though I thought I wasn't broadcasting the SSID. (I need to boot up the desktop and double check that, but I'm 99% sure, unless the 2.4 and 5 have separate settings for blocking the SSID and I simply missed the one for the 5.). Anyway, it set itself up immediately, with no problems. When I saw the blinking purple light last night, I tried to get it to connect to the 2.4 gHz, which it didn't want to do. I'm using an iPad to set things up, so I thought this all may be because the iPad is connected to the 5 gHz. I haven't noticed the blinking purple light today, though. I'm wondering if it really needs to connect to the same network as the device you're using. I read something in the instructions about having the device on the same network, but I don't remember where I saw that. It just seemed to explain why the Q wouldn't connect to the 2.4 at the time I was trying it.

Re: Arco Q won't connect to 5ghz network and audio/video out of sync

jguerdat — Mon, 22 Aug 2016 14:06:35 GMT

The usual problem connecting a Q is that the SSID or passphrase has non-alphanumeric characters in it.