topic Re: Granted access Ultra camera screen appears white in Arlo Ultra

Ultra camera screen appears white with Auto zoom and track enabled

Techworldhcm — Tue, 02 Apr 2019 17:15:02 GMT

On a granted access phone account, the person can see one camera perfectly but cannot see the second. The screen appears white on the devices tab and turns completely black when put said camera in full screen. Meanwhile the admin account and another granted access account can see perfectly. What is the issue here?

Re: Granted access Ultra camera screen appears white

jguerdat — Thu, 28 Mar 2019 15:46:29 GMT

I'd make sure that both the app and phone OS is up to date. Otherwise, I'd reboot the phone and reinstall the app. WHat phone/OS and how does it compare to the others?

Re: Granted access Ultra camera screen appears white

Techworldhcm — Thu, 28 Mar 2019 18:02:26 GMT

The phone with that issue is the only Iphone that is up to date with iOS 12.2 while the other two phones are still at 12.1.4. All the Arlo apps are up to date. Do you think the latest iOS 12.2 might be the issue here?

Re: Granted access Ultra camera screen appears white

JamesC — Thu, 28 Mar 2019 18:44:21 GMT

Techworldhcm,

Try unsharing that camera and then reshare with the affected account. Do you still have the same issue?

JamesC

Re: Granted access Ultra camera screen appears white

Cwmmmm — Thu, 28 Mar 2019 19:58:23 GMT

@JamesC This is the white overlay I get on my ultras! And it’s not shared it’s on the main account.

Re: Granted access Ultra camera screen appears white

JamesC — Thu, 28 Mar 2019 20:07:34 GMT

Cwmmmm,

Well that's certainly odd as the user here is only seeing it on a shared account....not the primary.

Can you try removing and resyncing the camera to see if you still see the same behavior?

JamesC

Re: Granted access Ultra camera screen appears white

Techworldhcm — Fri, 29 Mar 2019 04:29:48 GMT

We tried removing and sharing again a few times. We even tried making a new account on that phone and sharing to that new account which worked for about 5 minutes, then the white screen is back.

Re: Granted access Ultra camera screen appears white

tomk23 — Fri, 29 Mar 2019 05:34:08 GMT

This post could apply to a few different threads in the forums but im getting Same issues as a number of posts, all my 3 cameras appear white overlay and when in full screen, black overlay when in live mode (if i can get that far). Most of the time says "! The device failed to connect, Please try again." or "request timed out" If that message doesnt pop up, I can hear audio but picture is frozen with black/white overlay. Was working fine on saturday last week then update happened.

i have the latest everything, iPhoneX (12.2), latest app version / firmware for devices, fast download (50Mbps) /upload (20Mbps) speeds, 4K off, restarted base etc....

Only thing that works is notifications and recording to cloud....not much else.

even web portal does the same

Please fix.

Re: Granted access Ultra camera screen appears white

JamesC — Fri, 29 Mar 2019 16:43:12 GMT

Is everyone who is experiencing the "white washed out image" issue using iOS? Is anyone here experiencing this on Android?

JamesC

Re: Granted access Ultra camera screen appears white

martinm1 — Fri, 29 Mar 2019 21:58:58 GMT

IOS for me. Just as an FYI, I removed the camera and hub to start all over and get the 1 yr premium free. The video wash out is still the same. It is ONLY if I select the motion tracking option. When I change back to 4k recording and no motion tracking then the video is normal. I have the same thing on IOS phone, IOS ipad (both latest software updates) and same on Macbook web interface with the chrome browser.

Hopefully, the engineers can figure this one out soon.

I am often an early adopter and understand it often takes a few firmware updates to get everything working as designed. In this case I waited for the re-launch and it feels more like a launch. The video and audio on the camera are impressive, but at this point it is just not as "confidence inspiring" as the older cameras. I have the camera on my front porch and I need it to connect quickly and every time and have the video be visible. Nice to have cool features, but.......

Re: Granted access Ultra camera screen appears white

JamesC — Fri, 29 Mar 2019 23:32:05 GMT

Thanks martinm1, this is good information.

For the others here experiencing this issue, do you also see the same behavior? When you follow the steps provided by martinm1, disabling auto zoom and track, does that alleviate the issue?

JamesC

Re: Granted access Ultra camera screen appears white

tomk23 — Sat, 30 Mar 2019 01:03:07 GMT

Turning off autotracking seems to have solved the connectivity and white/black overlay..... but no autotracking now..

Re: Granted access Ultra camera screen appears white

JamesC — Sat, 30 Mar 2019 18:08:20 GMT

tomk23,

Thanks for the confirmation, this will be helpful for the development team.

JamesC

Re: Granted access Ultra camera screen appears white

Techworldhcm — Tue, 02 Apr 2019 01:20:12 GMT

I have recently discovered that the white sheet on the screen goes away when Video Setting is set to 4K instead of Focus and Tracking.

Black live view screen with Auro-zoom

RSC1 — Tue, 02 Apr 2019 17:01:21 GMT

Arlo Ultra live view is Black when Auto zoom is on. It works when it is off. I’m on an iPhone XS Max.

Im a noob, do where should I begin, or what am I missing.

Thanks

Re: Granted access Ultra camera screen appears white

JamesC — Tue, 02 Apr 2019 17:14:43 GMT

This issue has been escalated to the development team. I will provide an update when I have more information.

JamesC

Re: Granted access Ultra camera screen appears white

mikejd1 — Tue, 02 Apr 2019 20:51:46 GMT

I had this issue last night, i played with every setting, now today no white wash and just realized i had tracking and focus OFF and 4k on....i tried setting it back, and boom! white wash again...ugh!!!!

Re: Granted access Ultra camera screen appears white

destagg — Fri, 05 Apr 2019 12:26:45 GMT

I am having the exact some problem , it started after the OS upgrade on Wednesday night.

Re: Granted access Ultra camera screen appears white

Cwmmmm — Fri, 05 Apr 2019 14:46:29 GMT

I see that’s it’s been escalated but I hat have the same issue on iOS, everything on latest and it’s when auto tack and zoom is on. I also see a little box in the corner when I zoom in which I think is you guys working on picture in pic so you still see the whole view while zoomed in.

Arlo Altra 4k

Thomtr225 — Sat, 06 Apr 2019 22:28:45 GMT

So just got these 2 4k Arlo s and is it normal to have washed out video?