topic Re: Delay between detection/notification and upload of video to camera in Arlo

Delay between detection/notification and upload of video to camera

Nabbie — Fri, 19 May 2017 15:09:25 GMT

Hi team,

Creating new thread as the other thread (https://community.netgear.com/t5/Features/Email-Alerts-Video-Recordings-Not-Getting-or-Getting-Very-Late/td-p/1044697/page/6) has status of solved and it seems I am unable to reply to that.

So a week ago, I started noticing that there is a delay of couple of hours between motion / notification and upload of video to the cloud. For example, I get up in the morning and I see new videos from the day before from 6pm. That's a big delay. I understand that there were some cloud issues, but I would like to report it's not solved.

I did do whatever I could do on my end (unplug, reboot, resync, check time setting), but no change.

thank you for guidance and update

Re: Delay between detection/notification and upload of video to camera

Nabbie — Fri, 19 May 2017 15:11:08 GMT

I would like to add/clarify: The motion detection alert does pop up in real time, but no video upload. The "new video" little bubble and the video itself show up in my app hours later.

Re: Delay between detection/notification and upload of video to camera

ajais — Fri, 19 May 2017 17:39:58 GMT

I am having exactly the same issue. The video is appearing aproximately 3hrs behind along with the email notification. Push notification is immediate.

Re: Delay between detection/notification and upload of video to camera

Nabbie — Sun, 21 May 2017 21:11:59 GMT

Haven't heard from Netgear so created a ticket, ticket # 28462207. The issue still persists.

Re: Delay between detection/notification and upload of video to camera

Nabbie — Tue, 23 May 2017 18:27:14 GMT

Hi Community,

Netgear support team and I have been communicating. Kudos to Netgear for their responsiveness). I provided responses to their first set of questions regarding setup, duration of delay, frequency, reboot/reset/recycle, etc...

As of this morning, their counsel is "[...] Now, as for your concern, this is very unlikely to be server problem as we have not gotten any other report from another customers with same concern as yours. But rest assured we will look into this, so we can get to the bottom of the problem. Anyhow, have you tried manually recording a video? If not, please try doing so and see if the video takes hours before it gets save. Better to try to all cameras you have to see if the problem is just very specific to one.".

I tried the manual recording and it uploaded the video instantly. Interestingly, a few minutes later, I received a notification but the video has yet to upload. I received another notification from another camera, and it recorded instantly.

If you are experiencing similar problem, can you please let Netgear through either this thread or through creating a ticket? Also, I am intrigued to know if your manually recorded video upload instantly. I am also going to track whether it's specific to any particular cameras. So far, it does not look like it but I will pay closer attention to see if it's a camera(s) specific problems.

Will keep the community posted.

Thank you all

Re: Delay between detection/notification and upload of video to camera

ajais — Tue, 23 May 2017 18:40:48 GMT

The issue appears to have been resolved as far as I can tell. A manual recording loaded instantly. An automatic one within 60secs just a few minutes ago. Not sure what changed but I will keep an eye on it.

Ok have to edit this. I was looking at footage from yesterday on the automatic recording. So a manual recording loaded to the WEB site and the APP near instantly. An automatic recording from 30min ago is still not there though I did receive a push notification of motion by the camera. So the problem with an automatic recording still exists.

Re: Delay between detection/notification and upload of video to camera

ajais — Tue, 23 May 2017 18:53:51 GMT

I have opened a ticket as well with Netgear to make sure that they have more than one report:

Case Number: 28470692

When motion is detected on my cameras, I am getting a near instant push notification, however the video only appears in the app or on the web site hours later (as long as 2-3 hours later) which makes this system less than useful for security. When I do a manual 10sec recording (same length as set for motion detection), the video appears in both the app and the web site almost instantly. I have 120Mb/s bandwidth here as tested by fast.com and the cameras are positioned so that they have full bars of signal from the base station - given that the recording works manually as does the automatic push notification, this looks like a possible server bug. A week ago the system was working flawlessly. Please investigate.

Re: Delay between detection/notification and upload of video to camera

Nabbie — Wed, 24 May 2017 05:30:10 GMT

Just finished provided example screenshots to Netgear support team, including of notification and no video loaded, video showing up in app a few hours later.

I reviewed the screenshots taken over last 3 days and determined the issue does not appear to be specific to a camera.

FYI: 7 cameras running great (until i noticed current issue) on HughesNet Gen 5, with download speed 49.9 Mbps, upload speed 2.1 Mbps (not too shabby considering it's internet provided by satellite). Test done on testmy.net.

Re: Delay between detection/notification and upload of video to camera

Alster63 — Wed, 24 May 2017 15:30:00 GMT

I am experiencing exactly the sme issue & oddly enough have Hughesnet Gen5 also.

Re: Delay between detection/notification and upload of video to camera

ajais — Wed, 24 May 2017 15:44:25 GMT

This issue is probably not related to your bandwidth, Hughnet or not. I have exactly the same issue on a very high speed connection: Provider is Cox, 120Mbs download, 15Mbs upload, 22ms latency (as measured by speedtest.net).

@Nabbie I related our tickets by referencing yours with customer support so that they don't go down the road to blaming the Hughesnet connection.

Re: Delay between detection/notification and upload of video to camera

Nabbie — Wed, 24 May 2017 18:13:46 GMT

@Alster63, thank you for chiming in. @ajais, I provided them with the link to this thread as I figured a couple of people are going to be chiming in on same issue. I will provide with your ticket number as well, great idea.

Latest from Netgear Support is to try to change the timezone setting on the Arlo, and change it again to the correct timezone. I haven't had a chance to try it yet. Will report back when I do.

Here is what I am trying today:

- I am going with the assumption that all videos get recorded, and they're just stuck somewhere in a backlog fashion.

- I disabled (i.e. switched off) one camera that seems to be triggered quite a bit (courtesy of having trees in the frame, and current wind, triggering the camera in a back to back fashion for a few minutes at a time). I am hoping that lowering the number of motion detection (and thus number of videos that get recorded) gets the upload speed back in line.

Re: Delay between detection/notification and upload of video to camera

manfredz — Wed, 24 May 2017 19:03:51 GMT

unless you do a lot of captures that may not be a factor. I capture a lot, averaging about 125 recordings a 24 hour period for my 4 cams and I don't notice any significant delay most of the time. But definitely worth a try ( could be a factor in your case if you bandwidth is bottlenecking)

Re: Delay between detection/notification and upload of video to camera

Bhpgw79rwp — Wed, 24 May 2017 19:22:33 GMT

One of mine was impossible to see out of from the contressed changed somehow

Re: Delay between detection/notification and upload of video to camera

kevins77 — Fri, 26 May 2017 15:01:37 GMT

I seem to have experienced the same problem yesterday. Almost 3 hour delay in motion and it showing up on Arlo's server. There were two cameras that detected motion at the same time. One uploaded instantaneously, the other had the delay. I have a symmetrical gigabit connection through FiOS, so bandwidth on my end is not the problem. Also, the camera that took 3 hours to upload is literally 3 feet from the base station.

Re: Delay between detection/notification and upload of video to camera

Nabbie — Fri, 26 May 2017 19:21:05 GMT

No real update on my end. The communication with Support is focused on figuring out what device I use. I'm providing all the info as requested.

In the meantime, I tried what they said: I changed the timezone for a few hours on my arlo, got motion detection, some videos uploaded, some didn't. I changed the timezone again to the correct timezone, same issue.

It's not bandwith, it's not number of triggers, it's not device used to watch the video. It is frustrating, that we know for sure.

Any news from anyone who has created a ticket for their issue? What guidance are you getting from Support?

Re: Delay between detection/notification and upload of video to camera

Alster63 — Tue, 30 May 2017 14:38:25 GMT

I tried what tech support recommended: reboot router, camera, etc, resynch, etc. (spin around in circles while chanting 😉) & it worked fine for a couple of days. Now we're back to the approximate 2 hour delay. Same problem. Ugh!

Re: Delay between detection/notification and upload of video to camera

jaysa — Tue, 30 May 2017 20:17:14 GMT

I have been having the same delay reported by others. For the last week the problem was corrected, but now the delay is back. Although, now the delay is only happening about 20% of the time. Still very annoying.

Re: Delay between detection/notification and upload of video to camera

Alster63 — Sun, 04 Jun 2017 12:45:41 GMT

Problem is temporarily resolved by rebooting, uninstalling/reinstalling app, etc., but always returns to the 2-3 hour delay within a day or two. Clearly there's a software issue somewhere, but Netgear support just continues to have me reboot, etc. Unless this problem is resolved ASAP, it's clearly time to start looking into other brands. This level of support is unacceptable.

Re: Delay between detection/notification and upload of video to camera

jpr007 — Sun, 04 Jun 2017 19:22:00 GMT

I bought and installed the arlo system in December and it seemed to work properly until about a month ago. Then I started experiencing the same 2 - 3 hour delay in having motion detected videos available to view online. I receive push messages on my iPhone, but many/most times the video does NOT appear when I log in for several hours. What is going on?

Re: Delay between detection/notification and upload of video to camera

Alster63 — Mon, 05 Jun 2017 15:04:27 GMT

Request you open a ticket with Netgear support so they know this problem is affecting multiple users. I haven't had any luck getting anything besides a temporary resolution, but hopefully if enough folks complain .........?