topic Re: Ultra connection issues in Arlo Ultra

Ultra connection issues

Carle1029 — Wed, 29 Jan 2020 20:13:10 GMT

I have had so many issues since upgrading from Pro2 to Ultra. I have 5 pro2 cameras and 2 ultra cameras connected to ultra base. Motion and recording seems to work ok now (issues with this before), but it is nearly impossible to view any camera. I randomly get black screens, device offline, device failed to connect, or it just spins and spins and never connects. It is always different cameras and different issues - some will work and some will not. I called support and they tried swapping out the base - same issues. They had me try changing wifi channels - same issues. I did not have these issues with my Pro2 base, cameras and base in same locations. I am so frustrated that I can not rely on my security cameras and at this point would prefer to get a refund but I am past Best Buy return date. Please help!

Re: Ultra connection issues

JamesC — Fri, 31 Jan 2020 18:01:00 GMT

Carle1029,

WiFi interference and poor signal strength can cause many of the symptoms you describe here. What does the signal strength icon show for the cameras experiencing issues/?

You might try locating your SmartHub closer tot he cameras experiencing the issue as this will help improve the signal strength.

JamesC

Re: Ultra connection issues

Carle1029 — Fri, 31 Jan 2020 21:09:07 GMT

All cameras have 2-3 bars. I have moved them all right next to the house just to rule out that issue (which also means they are fairly useless since they are not capturing my whole yard). As I mentioned, my pro2 cameras were in the same and further locations without experiencing these issues. The issue is only when the cameras (same cameras in same locations) are hooked to the Ultra base along with the 2 ultra cameras. I tried disconnecting the ultra cameras, same issues. All cameras (ultra and pro2) see the same issues, each time I try to view them it is a different set of cameras with issues - they never all work. Always a mix of black screen, spinning, connectivity issues.

Re: Ultra connection issues

Chosace — Thu, 13 Feb 2020 04:30:35 GMT

I am having the same issues. Sometimes (rarely) the cameras will connect showing a live feed. Most of the time, it won't connect. Arlo needs to fix this issue ASAP or they will lose a lot of customers. I don't even want to renew my subscription if my cameras don't even work!!!

Re: Ultra connection issues

StephenB — Thu, 13 Feb 2020 14:53:19 GMT

@Chosace wrote:
I am having the same issues. Sometimes (rarely) the cameras will connect showing a live feed. Most of the time, it won't connect.

How far are the cameras from the base?
What signal strength are you seeing?
How far is the base from the router (too close can result in WiFi interference)

Re: Ultra connection issues

Chosace — Thu, 13 Feb 2020 21:46:47 GMT

Base station is 2 ft. Away from all cameras. Signal strength is max power. 3 bars

Re: Ultra connection issues

StephenB — Thu, 13 Feb 2020 23:37:05 GMT

If the base is also right next to the router then try moving it further away (as far as the cable will reach).

Re: Ultra connection issues

Carle1029 — Fri, 14 Feb 2020 20:33:20 GMT

With the arlo pro2 base in the same spot, I had no issues. It is only the ultra base that has issues.

Re: Ultra connection issues

StephenB — Fri, 14 Feb 2020 22:07:45 GMT

@Carle1029 wrote:
With the arlo pro2 base in the same spot, I had no issues. It is only the ultra base that has issues.

It might still be seeing interference @ 5G with the ultras. So if it is close to the router then try moving it as far as the cable will reach.

Re: Ultra connection issues

Carle1029 — Sat, 22 Feb 2020 04:11:05 GMT

It is (and has been) as far as the cord can go. Other ideas? I am so frustrated by this system.

Re: Ultra connection issues

StephenB — Mon, 24 Feb 2020 14:02:04 GMT

@Carle1029 wrote:
It is (and has been) as far as the cord can go. Other ideas? I am so frustrated by this system.

You can of course put back your old base, and reconnect the older cameras to it. Then see if the issues are resolved with those cameras.

Re: Ultra connection issues

Carle1029 — Mon, 24 Feb 2020 20:52:48 GMT

I think I already mentioned, but to be clear. I do not have the issues with my old base. When I put the old base and cameras they work perfectly. That is why I am getting frustrated. I would love to return the ultra and go back to my old pro2 setup that works.

Re: Ultra connection issues

StephenB — Tue, 25 Feb 2020 12:26:42 GMT

@Carle1029 wrote:
I think I already mentioned, but to be clear. I do not have the issues with my old base. When I put the old base and cameras they work perfectly. That is why I am getting frustrated.

I suggest contacting support: https://www.arlo.com/en-us/support/

What model is your old base?

Re: Ultra connection issues

RichyRich50 — Tue, 25 Feb 2020 13:26:09 GMT

Hi Carle1029,

If I may add, what is your Internet speed? more importantly your upload speed? I currently have 4 ultra cameras and a Video Doorbell. My download speed is 1Tb and upload is 100Mps. If I am reading your initial thread correctly you are experiencing "low latency, lag and delay buffering". I believe your issue relies on your network speed NOT the equipment. Please advice your upload speed at this will have the most impact on your live stream.

According to Alro:

Your Arlo system requires the following:

A high-speed Internet connection to sustain the following average bandwidth use per camera:
- Arlo Ultra cameras: 3 Mbps upload per camera
- Arlo Pro 3 and Video Doorbell: 2 Mbps upload per camera
- All other Arlo cameras: 1 Mbps upload per camera
An Internet router with an available Ethernet port if you are using an Arlo SmartHub or base station

You stated you have "5 pro2 cameras and 2 ultra cameras connected to ultra base".

5 pro 2= 5Mps

2 Ultra= 6Mps

Total = 11Mps not including other devices in your home.

Here is a quick read:

https://kb.arlo.com/000062043/What-are-the-minimum-requirements-for-installing-and-using-my-Arlo-system

Re: Ultra connection issues

Carle1029 — Tue, 25 Feb 2020 15:58:12 GMT

Old base is pro2. I have contacted support and they have not been able to resolve.

Re: Ultra connection issues

StephenB — Wed, 26 Feb 2020 14:16:37 GMT

@RichyRich50 wrote:
If I may add, what is your Internet speed? more importantly your upload speed?

This could be a factor if too many cameras are streaming simultaneously.

Though a single base can only manage 5 simultaneous streams - so the actual requirement with single base is only 9 mbits. Personally I use two bases to overcome that - though you do need to be careful on what cameras are grouped on each base if you use cross-triggering.

Re: Ultra connection issues

Carle1029 — Wed, 26 Feb 2020 15:56:01 GMT

Actual upload speed seems to be about 24 Mbps. Download is 150 Mbps.

I was not aware a single base could only stream 5 cameras. That doesnt solve the issue since sometimes it wont even stream 1, but good to know. I didnt think about setting up multiple bases. How does that work?
What is the best way to set up multiple bases (what is cross triggering)? I have an ultra base and a pro2 base. 2 ultra cameras and 5 pro2 cameras. Thanks!

Re: Ultra connection issues

RichyRich50 — Thu, 27 Feb 2020 13:14:25 GMT

Carle,

what is cross triggering?: I believe is having different generations of Arlo cameras on the same base stations. You can probably set your Arlo Pro Smart Hub as a WIFI extender or it's own separate hub. Keep in mind your Arlo ultra cameras will only work with the Arlo Pro Smart Hub in your case.

I would recommend splitting your cameras evenly :

pro2 base with 3 pro2 cameras

Arlo Pro Smart Hub with 2 ultra camera and a pro2 camera

https://www.youtube.com/watch?v=Dfh__HV467c

https://kb.arlo.com/5568/How-can-I-extend-the-range-of-my-Arlo-system

Re: Ultra connection issues

StephenB — Fri, 28 Feb 2020 01:06:05 GMT

@Carle1029 wrote:
what is cross triggering?

@RichyRich50's reply on this is incorrect.

Cross triggering is setting up the system to record on camera B when motion is detected on camera A.

For instance, if you have two cameras covering a porch (or whatever), you can set up a custom rules so that both cameras will record video when either one detects motion. In this example, both cameras are cross-triggered.

You need to have both cameras on the same base to do this.

Re: Ultra connection issues

BrianLosAl — Sun, 22 Mar 2020 22:02:39 GMT

I did a direct replacement of a full 5-camera Arlo Pro 2 to an Arlo Ultra system and it is terrible. Cameras drop connection or they don't record. I rarely get alerts from my subscription when motion is detected. I literally swapped out the old system for the new one with the base and the cameras in the exact same spots and I never had these issues with my Pro 2 system. Completely unacceptable. Good thing I got them from Costco because if they don't fix this with an update they're going right back.