Arlo Baby (ArloBaby9E, Serial n°50E17ASL5169E, FW version 1.8.6.2_22781);20/30 sec lag from computer

[matt_sm]

Hi,
I have a very annoying instant lag of 20/30 sec when checking the live camera from my computer (iMac - FW version: iOS Mojave 10.14.2); I've tried all web browsers (Safari, Chrome, Firefox) but still the same issue.

This issue is only visible on my computer; on my iPhone and iPad it does work with an instant lag of less than 2 secs.
Also, I can confirm that the problem doesn't come from my computer as when using 'HOME' (HomeKit), it does work with issue (no instant lag or less than 2 seconds).

Please help as this is very annoying and very dangerous when trying to check live our baby (that is 10 days old...)
Thanks!!

[ShayneS]

Have you previously performed any trouble shooting steps?

[matt_sm]

Well I talked to the support team but I received no solution (appart from: is your browser up to date? Did you check your internet connection, did you try another browser, etc....
Again, I can confirm that everything works fine (with no lag) on my imac using ‘Home’ (Homekit) and from my iphone/ipad using the Arlo App.
The only issue using ‘Home’ on my mac is that I don’t have access to all the camera featureq (snap shots, songs, graphs, etc...).
Any idea to help me?
Please!

[matt_sm]

Can someone help urgently please?? My baby is only 12 days now and I definitely need to find a solution to fix this bug.
Thanking you ALL in advance for your help!

[ShayneS]

Does this occur when you use a different computer? Do you have another pc/laptop you can test?

[matt_sm]

Unfortunately no; I don't have any other computer/laptop at home.

[matt_sm]

But how can you explain that it works without latency (or less than 2 sec) when using HomeKit from this same computer?

[ShayneS]

I have notified support of this recurring issue. They will be reaching out to you as soon as possible. 

[matt_sm]

Thank you very much; I will wait for a couple of days again (otherwise, I will re-update this case).

[matt_sm]

Hi there,
Any update for me? Anyone facing the exact same issue?
Please help as this bug is clearly making me crazy and doesn't allow me to supervise my baby in real time using all the Arlo feature.
Again, if it does work using HomeKit from my computer, the issue. is clearly on the side of Arlo's website.
Thanking you in advance to find me a swift solution for it (I've already been waiting for couple of weeks... and my baby is now 1 month old and impossible to use the Arlo Baby the way it should...)

[Ziguy]

Have same issue but integrated with google assistant.
Phone work fine, both arlo app and homekit, but once streaming to google hub or chromecast 22s delay and no solution up to now...

Hanvent tested out in my computer yet.

[matt_sm]

Hi!
Still waiting for a support from the technical team... for almost a month now!!
That's a shame... and the product is totally useless in this condition for me (I work home office and about 90% of my time in front of my computer so if I can't watch my baby live with no lag from my iMac then it is totally useless!).

What is the solution ARLO team??
Please help us!! It is impossible that we are the only ones having those troubles around the world...

[ShayneS]

Hi @matt_sm,

I have reviewed your case & I have escalated it for you. Customer Support will be contacting you as soon as possible. Thank You for you patience.

[matt_sm]

Ok thanks; hopefully I will get a quick feedback on the matter this time... It is really urgent.
Thanking you again for your support.

[matt_sm]

Where are you ARLO Support Team?!!!
I still didn’t receive any feedback from no one!!!
This is more than disapointing!!! 😡😡

[Ziguy]

It does not work. They do not answer or fix the issue.

[ShayneS]

@Ziguy

  Have you tried contacting customer support regarding this issue? I have attached the link here for you - Arlo Tech Support