Arlo Pro VMB4000 Video and audio are both extremely choppy

[jeffmcd28]

VMB4000 - - I purchased my Arlo Pro Cameras back in August of last year. I had no problems until about 2 months ago and then all of a sudden every time I log into my Arlo App to view the cameras we have setup, they won't function property. The video is extremely slow and never is in normal speed. It starts out normal for a couple of seconds and then just becomes choppy and in slow motion while the audio just goes in and out. The audio basically sounds like morse code. We really haven't been able to find a solution to this and I'm at the point of just wanting to return it while its still under warranty. My internet speed is about 12 down and 1 up so I don't think that is the issue and besides, that hasn't changed since we installed the cameras.  They are basically unusable at this point because the quality is so bad.  Any ideas?

[Streak2]

It's possible that your 1 upload speed has reduced. Try and run speedtest to see what it is now.

Also, try and change the video setting to optimized or best battery life to see if that improves matters.

[jeffmcd28]

I’ve tried changing the camera settings to battery life or optimized and it still has the same problem. I had another speed test done and I am getting 15 down and 1.1 up. I’ve also called AT&T and they don’t detect any issues with my line and have also done a firmware update on my modem but they don’t see any other problems

[Streak2]

Check that you are on the latest firmware releases see here

https://community.netgear.com/t5/Firmware-Release-Notes/bd-p/arlo-release-notes

Have you tried a restart of the base and router to which it is connected?

[jeffmcd28]

Yeah I’m on the latest version they give. I’ve tried restarting both the base and router and unfortunately no change.

[Streak2]

Last thought would be to try and relocate the base just in case it's suffering from some interference. Try running a longer ethernet cable to it from the router. Sometimes a few feet and higher or lower can make all the difference. 

Also, bring one of the cameras much closer to the base and see if the problem still exists on that camera.

[sergnkelly]

Same model, same issue. 

[Jeffmcd288]

I continue to have the same problem and have gotten nowhere with Arlo support. Tried to return it under the year warranty and they wouldn’t until I tried a few other things which one included trying to get a static ip to try. It worked for several months without that and then started this problem. I wish I could have just returned it for a new base station. They also said that it needs more than 1 up speed but I told them I was told it should work on 1 up speed when I got it and that’s all I had since the beginning. Beyond frustrated as they are pretty useless this way.

[Jeffmcd288]

I was disappointed with the rep on the phone as they totally didn’t understand everything I was telling them and they were just sticking to the script of things to try.

[st_shaw]

Is this an issue when viewing recorded videos in the library or with live view?

[Jeffmcd288]

Live view

[st_shaw]

Thanks. If your internet connection upload is only 1 Mbps, then that's a problem. That's too slow to support live viewing of any 1080p camera.  When you live view your Arlo camera, the video goes up to the cloud (over your slow 1 Mbps connection) then back down to your viewing device. You need 4-6 Mbps for viewing a decent 1080p video stream.  

If you can get a faster upload from your ISP, then do that.  Otherwise, viewing short videos from the library might still be OK, since the camera can buffer the video before it sends it up to the cloud.