Pro 3 Cameras not refreshing video settings or activity zone screens with VMB4540r3

[Perry_H]

Recently my Pro 3 cameras will not update the video settings screen picture or activity zone screen picture, even though the live view, motion detection, and recording still functions.  (however, be aware that the snapshot and recording icons are unavailable if you have 2K selected)  SmartHub is VMB4540r3 firmware 1.29.1.0_1949_7ee40c0.  Pro 3 cameras are firmware 34.100.3_62d111c.  I have tried unplugging the SmartHub for 30 seconds and restarting, have also tried the screen snapshot or video recording reset fix, the picture 180 swap fix, from both the PC and iphone app.  I have also reformatted the usb storage of the SmartHub, and also deleted the iPhone Arlo app and reinstalled.  I have also tried removing the Pro 3 cameras and adding them again as new devices.  My one Pro 5s that is connected to this SmartHub still works as it should and refreshes the video settings and activity screen fine.  (Note: By design, even the Pro 5s will also not display snapshot or record icons if 2K is selected while connected to this Smart Hub).  Is it time to ditch the Pro 3 cameras in order to have video setting and activity zone screen refreshing work again as it does with newer cameras?  I am assuming the latest firmware upgrade is to blame forcing us to buy new cameras.  Using the PC, the Pro 3 video settings and activity zones show no picture at all, while the iPhone app Pro 3 settings shows the incorrect non updating pictures from the historic past.

[BrookeN]

Please try removing the camera from the account and adding it back onto the account. 

[Perry_H]

You can read in my original message that I have already removed the cameras and added them back as new devices.  I have actually tried that numerous times.

[BrookeN]

Can you try to delete all the activity zones and create them again. 

https://kb.arlo.com/000062938

Please send me a screenshot of the activity zones that are set up. You can send that via dm if you prefer. 

[Perry_H]

Even if I have no activity zones, remove the camera from my network, when I reinstall that same pro 3 camera back to the smart hub, it always brings in an associated image of that same camera’s previous use which is frozen and will not update.  That incorrect image is locked in and prohibiting refreshed images from being updated, for both video settings and activity zones.  The live view, snapshot, and recording all work as it should.  It appears I am not getting a clean reinstall.

 

 

[Perry_H]

I will try a factory reset of that camera next.  That should hopefully get me a clean reinstall.

i will 1. Remove device  2. Factory reset with sync button 15 seconds 3. Reinstall

[Perry_H]

Unsuccessful.  Factory reset method of reinstall still brings in a historic past image into video settings and activity zones that will not refresh.

[StephenB]

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@Perry_H wrote:

Unsuccessful.  Factory reset method of reinstall still brings in a historic past image into video settings and activity zones that will not refresh.

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This sounds more like an app issue than the camera issue.

Have you tried using a PC (my.arlo.com) and see if you see the same problems there?

[Perry_H]

Yes, that was mentioned in the last sentence of my original long thread.  Same problem behavior as the app.  First, the PC was showing no picture at all in both video settings and activity zone screens, but more recently the PC also shows a frozen picture from the past in both of those menu screens.  Obviously, I cannot set an activity zone using an incorrect backdrop image.  Live feed and recording works fine on Pro 3 cameras.  Have tried Microsoft Edge and Chrome on older Windows 10, and Edge on Windows 11.  
All aspects of the one Pro 5s camera connected to this smart hub work as designed on both the app and PC.  Only the four remaining Pro 3 cameras on this smart hub have the problem.  I am retiring the Pro 3 cameras one by one, and replacing them with Pro 5s cameras as the solution to this problem development.  It seems I am being forced to do so.  I have recently tried a Pro 6, but it has a pretty severe lack of color quality in comparison, and Arlo’s solution to that is to purchase more Pro 6 cameras because I might have gotten a bad one.  Fool me once…

[StephenB]

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@Perry_H wrote:

I  have recently tried a Pro 6, but it has a pretty severe lack of color quality in comparison

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I haven't noticed any difference in color between the Pro 5s and the Pro 6.  I haven't used the Pro 3s for a while, so I don't know how that model compares. 

FWIW, there is more than one approach to capturing color, and different sensors are ttuned differently (some warmer or more saturated than others).  Generally these differences are more about preferences than objective quality.  Similar to earbuds - some people like tunings that emphasize bass, others prefer tunings that emphasize vocals, etc.

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@Perry_H wrote:

Yes, that was mentioned in the last sentence of my original long thread.  Same problem behavior as the app.  First, the PC was showing no picture at all in both video settings and activity zone screens, but more recently the PC also shows a frozen picture from the past in both of those menu screens.  

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It's supposed to take a fresh snapshot when you navigate into those screens.  Video settings is supposed to update that snapshot whenever you change a setting.  I am seeing that with my app - short spinning wheel over the old image, and then it updates.  (this is with an Ultra Gen 1 camera).

If you make a manual snapshot before going into these screens, are you seeing that snapshot there?  Or something older?

Also, if you rotate the picture in the video settings, does the app attempt to refresh the picture?

[Perry_H]

As for the Pro 6 color concern, I will include a snapshot that shows the center Pro 6 pic compared to the top & bottom Pro 5s pics.  Perhaps my subjectivity is too extreme as a result of previous job related color testing with both CIELab and X-Rite color testing.

I can appreciate your earbud comparison.  As a sound engineer I had drummers who preferred tuning their drums with a lasting resonate frequency for the “live” drum sound, which is problematic for a PA system.  I would have to use a frequency dependent noise gate for that drum’s mic.

The Arlo spinning wheel you noticed is exactly my problem… it never stops for the Pro 3 cameras.  I have tried to force new snapshots, recordings, rotation, reformatting the smart hub’s usb memory to clear historic images, and factory resetting the Pro 3 cameras.  I don’t know where these old locked in images are coming from, but they are associated with each independent Pro 3 camera.  Arlo confirmed the association would not be by the camera name I have chosen.  A reinstall using a different name for the camera will not matter.

 

[PS22]

I have had 2 Pro 3's for years and I am now experiencing the exact same problem with both of them.  I cannot set activity zones and the picture that shows up when I enter the Video Settings panel (on phone or laptop or desktop - Windows and iOS) is one that was taken when I removed the cam from the account and added it back - the revolving blue wheel keeps spinning.  

Both have 

Firmware 34.100.3_62d111c

Hardware Pro 3 H9

PS A Pro 4 (1.080.33.1_38_017 H4) works normally

[Mile_T]

Same problem for me, Arlo Pro 3 cameras. 
Video refreshes in live mode but not in activity zones. Cannot set activity zone on old thumbnail since I moved furnitures.

Please solve this!

There was no problem with the old GUI and forced upgrade.

[CraigArlo]

That recent update messed up my Pro 3 cameras too. Arlo, fix it! 

[BrookeN]

Are you on iOS or Android? 

[Perry_H]

The PC has the same problem.  I am using an iPhone, mentioned in the original thread, third sentence.    Specifically, it is an iPhone 14, and I have already tried deleting the app and reinstalling.  Only the Pro 3 cameras have the problem, with both iPhone app and PC.

[Mile_T]

I am on iOS, latest version of the app.

[BrookeN]

Thank you for all the information that you all have provided. I have reached out to our development team to investigate this further. I will reach out to the community with any updates as soon as possible. 

[CraigArlo]

My cameras came back online yesterday evening all by themselves. 

[CraigArlo]

Unbelievable, cameras offline again! Arlo fix your **bleep**! 

[Perry_H]

My Pro 3 cameras also started working today, 5/4/26.  Regarding the frozen screen views in video settings and activity zones, everything suddenly started working as it should.

[BrookeN]

Is everyone seeing this as resolved? Is anyone within the thread still seeing the same behavior?

[Mile_T]

Well, cameras worked for me, Arlo Pro 3, even before app upgrade.

it is the activity zones, the video does not refresh. Just trying but same old freeze picture.

[Perry_H]

BrookeN, My pro 3 cameras still don’t work correctly.  My last statement that noted they had started working again was incorrect because I had mistakenly grabbed a pro 5 camera that I was also testing for a moisture problem.  The pro 3 cameras issue is NOT resolved.

[BrookeN]

@Perry_H do you have your Pro 3 on a different account? I do not see any on the account. Can you dm me the serial numbers of the Pro 3 you are seeing this behavior with.