topic Re: Missing motion and no notifications in Arlo Ultra

Missing motion and no notifications

Kammfam — Tue, 16 Jul 2019 15:46:39 GMT

I've had my Ultra system set up for a couple weeks now with a few of my older Pro2 cameras added on as well. At least once a day, my cameras will miss motion. It's like the base station just stops working for a few minutes and then works fine a few minutes later. I stood and watched my neighbor back into my driveway the other day, stop his car and get out for a minute, and then pull away. None of my cameras caught it. (And this particular neighbor is the reason why I have cameras in the first place, so it's really important that they don't miss motion!!) My cameras all missed my car leaving the house yesterday but saw me coming home. I regularly see the same car passing my driveway going in the same direction... and I live on a dead-end street.

I have cable internet with 60 Mbps speeds, so connection is not the issue. I would suspect an individual camera connection, except this seems to affect ALL cameras on my system at the same time. My old Pro2 base would randomly disconnect from the internet (one of the reasons I upgraded), but that was obvious because the internet light on the base would suddenly go out. I'm not seeing anything on my base station or web interface that would indicate the cameras are offline.

My other issue is that with my new Ultra cameras, I sometimes don't get notifications for movement. Sometimes I get notifications right away, sometimes they are delayed for 5-20 minutes, and sometimes they just don't show up at all. I've uninstalled and reinstalled my app, no change.

Re: Missing motion and no notifications

JamesC — Tue, 16 Jul 2019 16:46:47 GMT

Kammfam,

Missing motion could be an indication that the motion you're trying to detect is too far away. Where are your cameras positioned? How far away is the motion you're trying to detect?

Consider taking a look at this article to be sure your cameras are positioned for best performance: How do I position my Arlo Ultra camera to detect motion in specific areas?

JamesC

Re: Missing motion and no notifications

Kammfam — Tue, 16 Jul 2019 16:59:05 GMT

Perhaps my initial post wasn't clear. At random times throughout the day, ALL of my cameras stop detecting motion, all at the same time. But when I open my app, I am immediately able to live view. It's like the base station just stops working for a minute.

I pass 3 cameras leaving my house, I'm within 5' of each. NONE of the cameras saw me go by. But they all detected motion a few minutes later.

This happens at least once a day.

Re: Missing motion and no notifications

Wsu0805 — Wed, 24 Jul 2019 03:23:56 GMT

I’m having this problem too. No more recordings for a few days and I haven’t changed anything about the position of the cameras

Re: Missing motion and no notifications

n1976jmk — Wed, 24 Jul 2019 15:17:02 GMT

Hi Kammfam, do you have an August Home smart lock?

Thanks!

Re: Missing motion and no notifications

Kammfam — Wed, 24 Jul 2019 16:12:45 GMT

No. Why??

Re: Missing motion and no notifications

JamesC — Wed, 24 Jul 2019 21:17:42 GMT

Kammfam,

A new firmware update came out recently that addressed several issues. Do you still experience this with the latest firmware version?

JamesC

Re: Missing motion and no notifications

Wsu0805 — Wed, 24 Jul 2019 21:53:35 GMT

Could this be because of the firmware update? I stopped seeing recordings on the 19th/20th. And my settings still correct to capture motion

thanks

Re: Missing motion and no notifications

Kammfam — Wed, 24 Jul 2019 22:32:33 GMT

When did the firmware come out? I've noticed missed motion just a couple days ago. I can't tell you about today because my system has been mysteriously down for most of the day today. 😞

Re: Missing motion and no notifications

JamesC — Thu, 25 Jul 2019 16:01:44 GMT

The most recent camera firmware came out July 16th.

If you're still experiencing an issue. Please contact the Support Team to further investigate.

JamesC

Re: Missing motion and no notifications

Kammfam — Thu, 25 Jul 2019 16:18:44 GMT

Yeah, it has definitely been since then. My Pro2 cameras had the same issue, where sometimes they would catch motion and sometimes they wouldn't (at the same distance). I've opened so many tickets that I've given up. I've had a ticket open for a month now about corrupt files on my Pro2 cameras, and still no resolution (and it's the 2nd ticket I've opened because the 1st got closed prematurely!) Support is generally NO HELP. 😞

Re: Missing motion and no notifications

pjama — Fri, 26 Jul 2019 02:59:36 GMT

I'd like to add a plus one to the original post.

Very similar situation where one camera trained on short stair case where centre of frame is btm of stairs and they escalate to btm left of frame so pretty much take up 1/4 of frame. I've missed two captures that I know of in the last few days of a person walking up the stairs.

Another instance this morning where arlo didn't capture spouse walking out of house past one or two cams (not sure if she exited back or front at this point) and drove off right under carport cam without a thing being recorded.

I had everything on unadulterated alert mode at the time, all cams are at least detect person and other motion in smart detection.

Had online chat with support who advised upping the sensitivity and repositioning the camera which I've yet to do but it's a hard one to determine if this is effective as 99% of the time it easily captures the same thing in similar circumstances.

Just my recent experience to add to the discussion.

Cheers

Re: Missing motion and no notifications

n1976jmk — Fri, 26 Jul 2019 03:15:04 GMT

Kammfam, last question. Is your cameras connected to AC power or battery power?

thanks!

Re: Missing motion and no notifications

Kammfam — Fri, 26 Jul 2019 03:22:33 GMT

Battery power.

Re: Missing motion and no notifications

pjama — Fri, 26 Jul 2019 03:25:21 GMT

My 4 ultra cams are all battery powered and pretty much fully charged.

Re: Missing motion and no notifications

n1976jmk — Fri, 26 Jul 2019 03:38:17 GMT

another question please.

When Arlo doesn’t send push notifications and miss recording motion have ever checked the ‘mode’ and is set to ‘armed’ or whatever mode you have selected or does the mode show ‘getting information’ instead in the mode section from the app?

Thanks!

Re: Missing motion and no notifications

Kammfam — Fri, 26 Jul 2019 03:38:32 GMT

I've never checked the mode during missed motion. But I never change it from Armed.

Re: Missing motion and no notifications

n1976jmk — Fri, 26 Jul 2019 03:42:18 GMT

I never change my mode from ‘armed’ either but mine has been going to by itself to ‘getting information’ and when it’s like that then no push notifications or motion recordings.

The only way I’ve found to fix the mode showing getting information is to reboot the base station which happens about 2-5 times a day (screenshot attached).

Re: Missing motion and no notifications

pjama — Fri, 26 Jul 2019 04:28:08 GMT

Re mode: when I suspected I'd missed a recording, I recharged and rebooted the camera and set the mode from schedule that had 2 of 4 cams armed (similar setting to armed) to the default arlo "armed" mode. So when I missed a recording last night and this morning it was in arlo default armed mode for sure.

Re: Missing motion and no notifications

Wsu0805 — Mon, 29 Jul 2019 20:03:39 GMT

Is this due to the firmware update? Is there a fix? I'd like my cameras to pick up motion again and capture the recordings. thanks.