topic Re: Furthest Ultra camera from hub is having problems sustaining connection in Arlo Ultra

Furthest Ultra camera from hub is having problems sustaining connection

murs01 — Sun, 31 Mar 2019 17:37:39 GMT

a week ago, upgraded to Ultra ... replaced system with 3 Pro 2 cameras to Ultra with 3 cameras. Camera are in exact identical location ... yet farthest camera, maybe 40 feet from hub is having problem sustaining connection. Never had any such issue with Pro 2 camera, but now many times during the day the Ultra camera indicates not connected. This is quite disappointing. Also not impressed with after dark performance, think that I was getting clearer pictures with the Pro 2 camera than the Ultra so far, this is disappointing. Hopefully more tweaks are forthcoming to improve the camera experience

Re: Furthest Ultra camera from hub is having problems sustaining connection

JamesC — Sun, 31 Mar 2019 17:40:02 GMT

murs01,

If possible, try relocating your SmartHub closer to that camera. You might also try elevating the SmartHub to improve the signal strength.

JamesC

Re: Furthest Ultra camera from hub is having problems sustaining connection

murs01 — Sun, 31 Mar 2019 17:51:15 GMT

thanks ... again, disappointed that what was fine for Pro 2 is not so good for Ultra, but I will try to move hub a bit closer and higher and see if that helps.

Don't want to have to locate hub to central location, that is not convenient. Was great for me where it was, near desktop computer. to relocate would really mean wiring up another area of my home, not a reasonable solution.

but thanks again, I will try ...

Re: Furthest Ultra camera from hub is having problems sustaining connection

JamesC — Sun, 31 Mar 2019 18:14:45 GMT

murs01,

I certainly understand the frustration. We're taking feedback like this very seriously. The development team is investigating these reports to better understand where can improve.

Please let us know if adjusting location helps.

JamesC

Re: Furthest Ultra camera from hub is having problems sustaining connection

murs01 — Sun, 31 Mar 2019 23:17:09 GMT

only moved SmartHub about a foot and half closer, but at least initally that was enough to improve reception

thanks for the idea

Re: Furthest Ultra camera from hub is having problems sustaining connection

jguerdat — Mon, 01 Apr 2019 00:32:41 GMT

Objects in/on the walls can make a huge difference in reception.

Re: Furthest Ultra camera from hub is having problems sustaining connection

murs01 — Mon, 01 Apr 2019 00:37:15 GMT

think you miss my point ...

PRO 2 cameras worked without issue

Ultra camera had difficulty maintaining contact

cameras were in the same position

smarthubs were in the same position

walls and objects were unchanged - same walls, same objects

just differeent camera and different smarthub

Re: Furthest Ultra camera from hub is having problems sustaining connection

jguerdat — Mon, 01 Apr 2019 00:41:10 GMT

And the difference can be small ut exacerbated by that small difference.

Re: Furthest Ultra camera from hub is having problems sustaining connection

murs01 — Wed, 03 Apr 2019 14:41:55 GMT

just a follow-up

been a few days now and no issues with connectivity since relocating smarthub by 1½ feet.

so, indeed small changes can make a big difference

thanks again.

Re: Furthest Ultra camera from hub is having problems sustaining connection

JamesC — Wed, 03 Apr 2019 16:06:38 GMT

murs01,

That's great to hear! Thanks for the update!

JamesC

Re: Furthest Ultra camera from hub is having problems sustaining connection

murs01 — Tue, 09 Apr 2019 11:18:04 GMT

This morning, I noticed that none of three cameras are working!

not connected by wifi

will try reboot

Re: Furthest Ultra camera from hub is having problems sustaining connection

murs01 — Tue, 09 Apr 2019 11:51:22 GMT

reboot and only two of three cameras discovered

each of the two required firmware update

third camera not discovered and not being discovered

will have to take down installation and try to re-pair with hub

very disappointing performance.

Re: Furthest Ultra camera from hub is having problems sustaining connection

jguerdat — Tue, 09 Apr 2019 12:23:50 GMT

Make sure the battery is charged first.

Re: Furthest Ultra camera from hub is having problems sustaining connection

murs01 — Tue, 09 Apr 2019 13:29:18 GMT

batteries were charged, thank you

third camera could not be discovered, even when holding button on camera

had to remove and reseat battery, then got final camera to link to hub

this is just not what I expected from Ultra after flawless Pro 2 performance

Re: Furthest Ultra camera from hub is having problems sustaining connection

murs01 — Tue, 09 Apr 2019 13:36:22 GMT

batteries were charged, thank you

third camera could not be discovered, even when holding button on camera

had to remove and reseat battery, then got final camera to link to hub

this is just not what I expected from Ultra after flawless Pro 2 performance

further update ...

actually you were correct ... once reseated and linked ... battery shows 1%!!!!

but never received any warning of low battery

Re: Furthest Ultra camera from hub is having problems sustaining connection

JamesC — Tue, 09 Apr 2019 16:32:42 GMT

murs01,

A new camera firmware update was released last night.

Arlo Ultra VMC5040 - 1.060.33.7_32761 - 9th April 2019

What was the signal strength showing for your cameras? If the signal strength was low, it's possible the firmware update was attempted and failed, which could cause battery drain.

JamesC

Re: Furthest Ultra camera from hub is having problems sustaining connection

murs01 — Tue, 09 Apr 2019 17:04:20 GMT

One camera wound up with battery drained

Other two were 45% and 75% available

But again none were connected to WiFi