topic Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on. in Arlo Q Plus

Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

George8888 — Mon, 08 Nov 2021 10:28:02 GMT

Hi,

About a week ago (start of November 2021) my Arlo Q Plus stopped detecting Motion & Sound triggers when the camera is turned on at the power point, and hence recordings are not sent to Cloud and I'm not receiving Notifications & Emails.

I can connect to the camera using my iPhone app and I can manually record to the Cloud without problems.

I normally have the camera in Armed mode and when I get home I just turn the camera off at the power point and turn it back on when I go out. Motion/Sound detection worked fine for the past four years until about a week ago presumably due to a camera firmware update.

I tried deleting the camera from the app and then adding the device back but it didn't fix the problem.

I eventually discovered that if I Disarm & Arm the camera in the App then the Motion/Sound detection works fine again.

However as soon as I turn the power off & back on then Motion/Sound detection stops working again even though the camera is showing as Armed.

This is a major issue because if I'm out, or away or on holidays, and there is a temporary power outage then the Motion/Sound detection will not work once power is back on.

Is anyone else experiencing this issue and how can I notify Arlo of the issue as my camera is out of warranty and I'm no longer getting support?

Thanks for your help.

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

jguerdat — Mon, 08 Nov 2021 12:46:51 GMT

I don't have an explanation but why not simply use geofencing instead of physically turning the camera on and off?

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

StephenB — Mon, 08 Nov 2021 12:54:22 GMT

@jguerdat wrote:

I don't have an explanation but why not simply use geofencing instead of physically turning the camera on and off?

I think the concern with that workaround is that a short power outage would effectively disarm the camera - though it would appear armed in the app.

If any camera restart has the same effect as the power outage, then a firmware update might also create the same problem.

Another workaround is to create a schedule to briefly disarm/rearm the camera a couple times a day (disarming for 1 minute). That would ensure the camera would eventually re-arm.

@JamesC - I think this is something Arlo should investigate.

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

George8888 — Wed, 10 Nov 2021 09:24:48 GMT

Thanks for your reply and suggestion. I have found Geofencing unreliable, but I actually like to test that the camera is working & sending notifications before I leave home.

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

George8888 — Wed, 10 Nov 2021 09:41:21 GMT

Thank you for your reply and suggestion.

I have also discovered that another two problems that started so there are three problems.

1. Motion/Sound detection does not work when camera is powered on. (Manually fixed by disarming & arming again.)

2. Email Alerts stopped working even though the option is selected and has a valid email address. Tried adding a second email address but still nothing. They are not going to Spam and they are not blocked. (Push Notifications are working okay.)

3. Even though I have recordings set to 120 secs, the recordings have started recording for only the duration of motion.

Arlo really need to reverse the camera firmware update which caused these issues.

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

ShayneS — Wed, 10 Nov 2021 18:20:07 GMT

HI @George8888

Can you reproduce the issue, then arm/disarm, then inform me ASAP so I can have y team investigate your backend information on your device.

Thank you

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

George8888 — Thu, 11 Nov 2021 00:55:18 GMT

Hello ShayneS, thank you for your reply and offer for assistance.

I have just done the following:

1. Turned Arlo Q+ power on, waited for amber LED to go out, confirmed Motion detection didn't work.

2. Disarmed & Armed in iPhone app, and moved in fron of camera.

3. Received Push Notification.

4. Did not receive Email Alert.

5. Recording in Cloud was only 20 secs instead of the selected 120secs.

6. Turned camera off again.

Thank you again for your help.

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

ShayneS — Thu, 11 Nov 2021 15:14:22 GMT

@George8888

Thank you for the info, I have passed this to the Dev team. I will provide an update as soon as possible.

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

ShayneS — Thu, 11 Nov 2021 17:21:27 GMT

Can you power on your Arlo Q so we can review some data for diagnostics?

Thank you

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

George8888 — Fri, 12 Nov 2021 12:52:21 GMT

The camera is now powered on. Thank you very much for your help.

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

ShayneS — Fri, 12 Nov 2021 16:40:20 GMT

Thank you, I will let them know & provide another update as soon as possible!

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

Geekqualizer — Sun, 14 Nov 2021 23:17:35 GMT

I too have this problem (no motion or sound detected, the recording length has been an issue for many years.) on my Arlo Q plus POE. The recording with this camera has been satisfactory for a long time as long as it is rebooted daily (The daily reboot was required after firmware a few years ago.) Since the 10th at 4 am when it restarts, it has required me to disarm and then arm to get motion/audio to record. The firmware seems to be 1.10.1.0_195_13971f9.

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

George8888 — Mon, 15 Nov 2021 02:23:58 GMT

Thanks for your message Geekqualizer. Everything worked for me just fine until about the start of Nov'21.

I power my camera off when at home and power on when we go out so would not have encountered your daily reboot requirement issue.

Hopefully Arlo will fix the issues soon.

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

George8888 — Mon, 15 Nov 2021 02:25:10 GMT

Thank you for your assistance ShayneS, much appreciated.

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

ShayneS — Mon, 15 Nov 2021 18:06:52 GMT

@George8888

Please just make sure the cam is powered on while we investigate this.

Thank you

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

Geekqualizer — Mon, 15 Nov 2021 22:15:36 GMT

It is always on except for each night when it reboots for a minute or 2.

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

George8888 — Tue, 16 Nov 2021 05:51:31 GMT

Sorry, I'll leave it on until you confirm that you are finished with the investigation. Thank you

Arlo Q VMC3040: no longer detecting motion.

jusstrai — Tue, 16 Nov 2021 06:17:19 GMT

Hello all, I have an Arlo Q (VMC3040) with current firmware (1.10.1.0_195_13971f9). I use my camera daily as I head off to work. My last motion detection was on Nov. 9th 2021. Things I have done to attempt to fix it are restart/reset the device, remove and reinstall, and disarm and rearm alarms. My apartment does not get hot. The camera still works as I can manually record, use the mic for communication, night vision works, and everything basically works. Is the 7 day cloud storage not free anymore? Is anyone else having an issue? I hope there's a solution out there...

Re: Arlo Q VMC3040: no longer detecting motion.

TomMac — Tue, 16 Nov 2021 12:49:32 GMT

First, the 7 day storage is still valid with the legacy cameras ( the Q being one ).

Mine still working fine.

Second, since the camera does function except motion, I would think it may be something to do with the Arming Mode.

Make a new custom mode for the Q and test... it may fix the issue.

If NG, then I would use REMOVE DEVICE on the camera and bring it back as new ( which will rebuild all the settings of the Q cam.

Re: Arlo Q Plus Motion/Sound Detection stopped working when power is turned on.

ShayneS — Tue, 16 Nov 2021 15:44:34 GMT

This is now a known issue, the Arlo development team is currently investigating this. We will provide an update as soon as we have more information to share with the community.