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Pro 3 Cameras (Local Live Streaming) Will Not Connect Through App

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This started last night and continues today...

While trying to view Local Live Streaming on the app (Android) both of my Pro 3 cameras will not connect and just keep displaying "Connecting..." (with horizontal lines on the screen) and it will do so four hours if left to do so. What's interesting is that it will actually connect briefly, for a few seconds, displaying either a live video image (most often), a green screen or a magenta screen (images attached) but then go right back to "Connecting..." (again with the horizontal lines) and, as mentioned above, will keep doing so until I stop it.

Note that my Ultra and Doorbell cameras both connect immediately via the app...this only seems to affect the Pro 3's

 

Note that this does not happen via the web page on my PC.


IMG_4078.JPGIMG_4088.JPG


Model: VMB5000 | Arlo Ultra SmartHub, VMC4040P | Arlo Pro 3 Wire-Free Camera
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In case the first picture does not show up...

 

IMG_4078.JPG

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Guru Guru
Guru

The pics won't show up until approved.

 

How are your Pro 3 cameras connected - WiFi or to a base or hub?Have you rebooted the base/hub or the cameras? Is it possible that they're at the edge of their connection or otherwise have signal strength and/or quality issues? Have you tried both the app and a browser? All details help.

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@jguerdat 

I actually did know that the pics had to be approved but at the time the first pic didn't show which is why I downloaded it again...but thanks for mentioning it 😉

To answer your questions... all cameras are connected via the base...I've rebooted the base, power cycled the base, relinked the cameras and all cameras have good signal strength along with all showing strong bandwidth on the Camera Positioning screen. Also, as I mentioned in the original post this does not happen through the web portal and only occurs with the Pro 3's via the app.

 

Here's the good news 😁 ...this morning I decided to power cycle the base (which I'd done yesterday and it didn't help) and nothing changed so out of desperation, and ideas, I power cycled the base (for a 2nd time this morning) this time leaving it unplugged for over 5 minutes as opposed to the 1-2 minutes recommended and now everything seems to be working fine via both the app & web portal.

 

For the moderator who wants to now flag this as "solved"...it is not. At this time this particular incident is "fixed" but actually being solved would imply that the reason this happened is known and there has been something done to insure that it doesn't happen any more. Until then it remains one of the many Arlo mystery issues that are marked as solved when in fact there's just a "work around" until an actual solution is found 🤔

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So much for jumping the gun thinking that this was fixed...it's not!

For 4 hours I tested connecting to the Live Streaming on the two Pro 3 cameras and there were no problems at all, both cameras connected without issue so then I decided to go ahead and charge the batteries even though they were still at around 70% and now, for the past 10 minutes they have once again been struggling to connect and, as mentioned before, just keep displaying "Connecting..." (with horizontal lines on the screen) and connect briefly, for a few seconds, displaying either a live video image (most often), a green screen or a magenta screen (images attached in original post) but then go right back to "Connecting..." (again with the horizontal lines) and, as mentioned in my original post, will keep doing so until I stop it.

Once again this is only happening on the app (and, once again, my Ultra has no problem connecting to Live Streaming via the app) and, once again, ALL CAMERAS connect to Live Streaming just fine via the web portal.

So I did another power cycle of the base (unplugged for over 10 minutes) and that did nothing to solve the problem so I tried power cycling again (2nd time, 10+ minutes) and now one of the Pro 3's WILL, once again, connect to the live feed via the app but the other will not. So after a THIRD power cycle the Pro 3 that wouldn't conect to Live Streaming via the app (after the 2nd power cycle) connected just fine and the one that previously connected just keeps trying over and over...I don't get it!

 

Note that this issue is only with the Pro 3's Live Streaming via the app and that the system's motion sensing & Smart Hub features are not impacted.


Speedtest results for internet speeds through my Android that's connected to my Wi-Fi are...61 Mbps download & 12 Mbps upload...Results directly through my router are...89 Mbps download & 12 Mbps upload. Those speeds have remained constant years.

 

So is this an issue with the Pro 3's, the Base or the app? Guess I'll power cycle again, hope for the best, and if that solves it again I'll be happy (sort of) at least until I have to charge the batteries again 🙄

 

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Brief Update...

 

After the 4th power cycle BOTH of the Pro 3's are now connecting to Live Streaming but now neither of them will Live Stream in 2k and now my Ultra will not Live Stream in 4k 😠

 

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So I guess it's "crickets" when it comes to any Arlo Moderator replying to this issue...what gives guys?

No matter what I try my two Pro 3 cameras will not connect to Live Streaming via the app if I have them set to Live Stream at 2k. If I deselect Live Stream at 2k and they are now only Live Streaming at 1080P then there is no issue with both Pro 3's connecting but this then results in the videos being recorded to the cloud/library at only 1080P and that's certainly not why I purchased 2k cameras...the reason that they don't have an issue via the web portal is that through the web portal no matter what they're set to live stream at (2k or 1080P) they will only display 1080P.

 

In my last post I noted that my Ultra was not connecting to Live Streaming at 4k but that was only that one time (it was still set to Live Stream at 4k but connected at 1080P for some reason) and it has since been connecting to Live Streaming at 4k with no issues or hesitation...while the two Pro 3's still will not connect to Live Streaming at 2k.

 

Anyone who might possibly chime in on this, if you read all of my posts you'll see that this issue just started "out of the blue" and there have been NO changes to any of my equipment, settings or internet speeds.

 

Thanks in advance,
Paul

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@JamesC 

 

JamesC or any moderator...

 

My Pro 3 connection issues (see above) started the eve of the day that  the Arlo Smart Hub - VMB5000 - 1.16.3.3_719_b349f52 firmware update was released.

 

Coincidence or ?

 

Could someone please follow up on this and let me know what you found...nothing else makes sense.

 

Thanks,

Paul

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So today I brought one of my Pro 3 cameras in the house, placed it within a foot of the base and tried to connect to 2k Live Streaming. It's now been over 20 minutes of showing "Connecting...", then making a 2k connection for a brief moment (sometimes for only a second or 2 but always less than 10 seconds) and then going right back to "Connecting..." for 20-30 seconds. Note that it will do this all day if I let it.

 

I'm attaching (below) some photos of my Android screen showing what that Pro 3 screen looks while connecting and when it does make the brief connection...also including a photo of my Ultra to show that it has no problem connecting at 4k.

This issue only affects the Pro 3's trying to connect to 2k Live Streaming!

 

One more thing...both the Pro 3 cameras no longer record to the cloud/library at 2k regardless of whether the Local 2k Live Streaming setting is selected or not.

 

IMG_4155.JPGIMG_4145.JPGIMG_4153.JPGIMG_4156s.JPG

 

 

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Mentor
Mentor

Since the mods will not approve your pics until Monday when you use insert try using the paper clip to post them that will provide a link. 

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@dcfox1 

Good tip...of course maybe it's a good way to have someone actually look at the post 😁

 

Thanks

 

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KachinaShadow,

 

The distorted image in your screenshots have all the symptoms of WiFi interference. Because 2K video requires higher bandwidth, it would make sense that you would experience this issue when streaming 2K but not 1080p.

 

Is your SmartHub/Base Station sitting right next to your router? If so, try relocating (and elevating) the SmartHub as far away from the router as possible and test again to see if you experience different results.

 

JamesC

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@JamesC 

Hi James,

Currently I was only able to get it about 4' away from the router.

I'll get a longer cable and relocate it much farther away and then post the results here so if you wouldn't mark this as solved until after I confirm my results it would certainly be of help to anyone else experiencing the same issue.

 

Thanks again,

Paul 

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@JamesC 

 

Hi James,

 

So I went out and purchased a longer ethernet cable then moved the Arlo base 12 feet from the router and raised it to within 18" of the ceiling. Now the base is almost in the middle of the house and almost equal distance between all cameras and the base, with nothing besides drywall between everything...RESULT: Nothing has changed...not even a little.

 

In your reply you said "Because 2K video requires higher bandwidth, it would make sense that you would experience this issue when streaming 2K but not 1080p". So what about my Ultra which connects at 4k just fine and with no hesitation yet it's the two Pro 3's that have the issue...I would think that 4k video uses even more bandwidth than 4k.

 

If you haven't already, please go back and read through all of my posts you can get an idea of all of the details of what I've tried and found with my Arlo setup, internet speeds, etc.

 

So what are your thoughts on the fact that everything was just fine until the evening of the VMB5000 - 1.16.3.3_719_b349f52 firmware update? That's the only thing that changed...my settings are all the same and my internet speeds are the same as they have always been (I even reinstalled the app) so why did only my Pro 3's start having these issues (including only recording 1080P to the cloud/library) right after the update?

 

Thanks,

Paul

 

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KachinaShadow,

 

Given the troubleshooting you've already done, it appears this issue is going to take more in-depth troubleshooting to resolve. I recommend contacting Arlo support and opening a ticket to further investigate the issue.

 

Arlo Support Team

 

JamesC

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@JamesC 

 

Thanks James...will do

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I am now having this same issue. Pro 3 cameras will not connect to live view. Just says "Connecting..." indefinitely. Meanwhile my pro 2 cameras work fine.

 

Called technical support and yesterday and am still waiting for a call back today.

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@wvcaudill2 

 

Any chance that this is the first time you have tried to access Live Streaming, on your Pro 3's, since the firmware update on October 11th?


Which base/hub are you using?

I tend to think that the update has something to do with it since prior to the update I had no issues at all with Live Streaming the Pro 3's and since nothing else has changed on my Arlo setup or my internet speeds it seems that the only change was the firmware update.

 

I would hope that anyone else with Pro 3's would try Live Streaming them and report the results to this thread.

I plan to submit this to support sometime tomorrow.

 

Paul

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I am not sure when the device firmware was last updated. My app shows my VMB4000r3 base to be on firmware version 1.16.3.3_3572_b349f52.

 

I did notice this morning that if I turn my WIFI off on my phone then the live streams instantly start working on both my Pro 3 cameras. I am not sure why this would be though?

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@wvcaudill2 

 

Your firmware was also updated on October 11th.

As far as the Pro 3's connecting it's only if I have Local 2k Live Streaming set and try to connect through the app (not the web portal) that they keep trying unsuccessfully to connect. When I turn off my Wi-Fi, even if they are still set to Local 2k Live Streaming, they do connect but not at 2k  which I believe might be a limitation of the phone/data carrier. When you say that yours connect when you turn off Wi-Fi do you have Local 2k Live Streaming turned on and if so does it connect at 2k?

 

Also, when you are connected to Wi-Fi and it keeps trying to connect (unsuccessfully) is that with Local 2k Live Streaming turned on? If you turn off Local 2k Live Streaming while on Wi-Fi does it connect with no issues?

 

Another thing...have you checked your Pro 3 library/cloud saved videos to see if they are saving at 2k or 1080P?

 

Thanks,

Paul

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