topic Routine disconnects in Arlo Ultra

Routine disconnects

jwjones — Sat, 18 Feb 2023 02:12:08 GMT

Have multiple Arlo cams, including gen 1, Pro 2, Pro 4, and Ultra 2.

Two of the Ultra 2 cams regularly disconnect from the hub. I can place a Gen 1 or Pro in exact same location with no issue; only the Ultra goes offline. Even with a full battery. Even when directly connected with power.

If I have tried two different hubs. Same outcome. I have tried leaving the cams right next to the hubs. Same outcome.

I read a previous post with the same issue, and she also used Pro cams to troubleshoot to confirm it was just the Ultra. In that thread, Arlo posted a link to contact support. I went to that link. There are no obvious ways to contact support; I spent five minutes “chatting” with a bot before I gave up trying to get live help.

How can I reach out directly to Arlo to fix what may be a common issue for the Ultras?

Re: Routine disconnects

StephenB — Sat, 18 Feb 2023 12:14:00 GMT

@jwjones wrote:

How can I reach out directly to Arlo to fix what may be a common issue for the Ultras?

Get a subscription. Or PM @JamesC and ask him if there is an open issue on this.

Though since the Ultras are sending 4K, they need a stronger signal than the 1080p models. If the base is near your router, it is often useful to test the upload bandwidth at the camera location using speedtest (the ookla app) on your phone. Uplink speeds should be fairly close to the base station wifi.

Are you using a VMB5000? Or are you using a VMB4xxxx base?

Re: Routine disconnects

jwjones — Sat, 18 Feb 2023 15:00:36 GMT

Thx! I have a subscription… just now saw a phone number through the app. Thx for pointing me in the right direction.

FWIW, there are actually three of four that regularly disconnect. All VMC5040 models. Two may be speed related as they are away from an arlo hub, and that hub uses a meshed network. Two are within 10 feet of a hub that uses a direct LAN feed. Speed.me numbers in both locations fine; >0.5 GB down and up.