topic Re: Dec 2019 arlo ultra update broke motion window creation in Arlo Ultra

Dec 2019 arlo ultra update broke motion window creation

Chrisk2 — Fri, 06 Dec 2019 16:27:46 GMT

After the update 1.070.50.0_197_09137a0 my base station would go offline once motion recording from 1 of my 4 cameras. I rebooted the base, removed device, pulled battery and the added to system again. Now when I try to setup the motion zones the picture is 1/4 of the view, I only see the top left of the camera view to set the motion area. The camera shows and records the entire view.

Any software patch coming out to fix the motion window image not showing the entire picture?

Re: Dec 2019 arlo ultra update broke motion window creation

JamesC — Fri, 06 Dec 2019 17:42:05 GMT

Chrisk2,

Try clicking the "Snapshot" icon within Settings > My Devices > select your Ultra camera > Video Settings. Does this reset the snapshot?

JamesC

Re: Dec 2019 arlo ultra update broke motion window creation

Chrisk2 — Fri, 06 Dec 2019 20:04:32 GMT

I don’t have a snapshot icon on the ultra video settings page.

Re: Dec 2019 arlo ultra update broke motion window creation

Chrisk2 — Fri, 06 Dec 2019 20:05:39 GMT

This is the view of live window

Re: Dec 2019 arlo ultra update broke motion window creation

robot-monster — Fri, 06 Dec 2019 21:15:33 GMT

Having the same issue. I think maybe this is why my video clip lengths seem random. The wind hitting the tops of trees and tall bushes that are normally outside of the activity zone may be setting off the motion detection. I have tried to adjust the zoom level in the snapshot box but it won't zoom out. Camera is recording the full view.

Re: Dec 2019 arlo ultra update broke motion window creation

JamesC — Fri, 06 Dec 2019 21:17:40 GMT

Chrisk2,

Try logging in to the web client using a PC at my.arlo.com. You should see the snapshot icon there within settings for the camera.

JamesC

Re: Dec 2019 arlo ultra update broke motion window creation

sth93 — Fri, 06 Dec 2019 22:08:33 GMT

Save issue with the app here:
snapshot entire picture, activity zone 1/4 of pic, same issue for arlo q

Re: Dec 2019 arlo ultra update broke motion window creation

Chrisk2 — Fri, 06 Dec 2019 22:17:02 GMT

Going to the website and clicking snapshot returns the same picture, top right corner.

of course it it took 3rd time for arlo two factor auth to work.

this worked before the last firmware update. This update totally messed up this camera.

Re: Dec 2019 arlo ultra update broke motion window creation

harlequinman — Sat, 07 Dec 2019 15:12:50 GMT

Hi was onto the helpdesk this morning about this 1/4 view thing for activity zones. I was asked to remove the camera from the Arlo smart list, delete it from the hub, take out the battery for 1 minute. Add it back to the hub, add it back to the Arlo smart list then try again and to be fair this has worked.

Re: Dec 2019 arlo ultra update broke motion window creation

Chrisk2 — Sat, 07 Dec 2019 16:48:54 GMT

Thanks @harlequinman I can’t see a remove from smart lost in the iPhone ap. Did they have you remove from smart list (notifications) from the web?

Re: Dec 2019 arlo ultra update broke motion window creation

harlequinman — Sat, 07 Dec 2019 17:27:52 GMT

Open app, go to settings, go to smart notifications, click edit, drag the ‘naughty’ camera down to inactive cameras. Then delete it from the hub.... remove battery for 1 minute, pair it back with hub, then add it back to smart notifications (if it’s not already there by default). Now try activity zones again......

Re: Dec 2019 arlo ultra update broke motion window creation

Chrisk2 — Sat, 07 Dec 2019 19:52:13 GMT

Now I am on the wait to talk to support.

i moved the camera to no smart notifications.

pulled the battery

deleted the camera from base

rebooted the base

then went to add back and it won’t pair automatically or manually.

so I moved from 3,2,1 back to 2 and now representative will be with you shortly for half a hour 😉

Re: Dec 2019 arlo ultra update broke motion window creation

harlequinman — Sat, 07 Dec 2019 19:56:33 GMT

I used the online chat, response seems to be quicker, however if you don't interact for 5 mins then chat closes which is a pain if you are asked to go off and test something... so make sure you keep typing something inside every 5 mins!

Re: Dec 2019 arlo ultra update broke motion window creation

Chrisk2 — Sat, 07 Dec 2019 20:55:57 GMT

On with support, I had to reset the base station, put all the cameras back and the activity zone for 1 camera is still broken. This works on all the other ones.

Re: Dec 2019 arlo ultra update broke motion window creation

robot-monster — Sat, 07 Dec 2019 21:46:31 GMT

Unplugging the one camera impacted by the firmware seemed to get it working somewhat. No more 5 min war and peace length video clips of randomness. But also no CVR, which hasn't been working for days anyway. Will probably keep it this way overnight since the camera detects almost nothing at night for the past few nights.

Thanks for all the tips everyone from support. I have two cases open but will call or chat online shortly. Just haven't had the time!

Re: Dec 2019 arlo ultra update broke motion window creation

harlequinman — Sat, 07 Dec 2019 22:27:56 GMT

Guess wot ... the top left hand quadrant quarter screen problem has returned! It appears you cannot use activity zoning in “full” 120 degree video mode. Activity zoning clearly only works in the Super wide 180 degree setting. Not tried the wide 155 degree setting. So now I will have to remove camera all over again to reset it. I will try the other x2 cameras at some point to see if the same issue occurs.

Re: Dec 2019 arlo ultra update broke motion window creation

Whops — Sun, 08 Dec 2019 00:18:54 GMT

Same problem here, After talking to support last night due to other problems with Motion detection since the Bad Firmware was uploaded and He had me remove the base Station and then reinstall it and then of course had to re install the cameras. Now the same issue, when you click on activity zone to set a zone the view shrinks and actually shows the portion of the view you do not want to detect, and lower portion goes out of view. So with out a zone set, damn thing records every car going down the street. If I try to set a zone, records nothing.

Now how do you delete a zone you have created?

@Chrisk2 wrote:

After the update 1.070.50.0_197_09137a0 my base station would go offline once motion recording from 1 of my 4 cameras. I rebooted the base, removed device, pulled battery and the added to system again. Now when I try to setup the motion zones the picture is 1/4 of the view, I only see the top left of the camera view to set the motion area. The camera shows and records the entire view.

Any software patch coming out to fix the motion window image not showing the entire picture?

Re: Dec 2019 arlo ultra update broke motion window creation

Whops — Sun, 08 Dec 2019 00:25:35 GMT

MIne is set on super wide, still only partial view

@harlequinman wrote:
Guess wot ... the top left hand quadrant quarter screen problem has returned! It appears you cannot use activity zoning in “full” 120 degree video mode. Activity zoning clearly only works in the Super wide 180 degree setting. Not tried the wide 155 degree setting. So now I will have to remove camera all over again to reset it. I will try the other x2 cameras at some point to see if the same issue occurs.

Re: Dec 2019 arlo ultra update broke motion window creation

harlequinman — Sun, 08 Dec 2019 00:44:37 GMT

Yes but if you perform the removal and re-adding both to Smart notifications and the hub and leave it on Super Wide it seems to be ok. It seems to be only if you switch to full 120 degrees then go into activity zones it doesn’t like it and thereafter for any of the x3 possible video modes you then get only a quarter of the picture.

Re: Dec 2019 arlo ultra update broke motion window creation

notafanaorultra — Sun, 08 Dec 2019 01:16:27 GMT

I so regret buying Arlo cameras. These things are terrible. I can't believe how "okay" you are with everything you have to do.