Arlo Pro 4 suddenly started freezing

[Haydenseb]

Hello,

So I've been using an Arlo Pro 4 for about 6 months, relatively issue free. About 2 days ago it started freezing when using live view (instantly freezes when starting, then it comes back 1-2 seconds, then freezes again), to the point its unusable. Nothing has changed in my setup, which makes this so frustrating. I have the identical problem on Android/Apple/Computer. We have no issues with our wi-fi, I did a speedtest and it works fine.

Ive tried so far;
Resetting the camera 

Switched Wi-fi (Made sure the SSIDs do not have the same name)

Reinstalling the app on all devices (cleared caches)

Removed our extender and tried directly to the router

Took out the battery

Switched position of the camera

Latest firmware

Speedtested the wi-fi (31, 38, 24ms)

Connected to power/not connected (same result)

Probably forgot something. I work in IT and with Axis camera and to me this feels like a hardware issue, something broke since the setup has not been changed. Any tips or tricks are welcome.

/Sebastian

[StephenB]

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@Haydenseb wrote:

to me this feels like a hardware issue,

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Could well be.  How far is the camera from the router/extender it is using?

The camera warranty is 12 months, so keep that in mind if you want to request a warranty replacement.

[Haydenseb]

Hey StephenB,

So initially I have a router, then an extender and then the camera. Between the extender and the camera its about 4m with a concrete wall in between (during the 6 months I've used the camera, its been working fine). The extender is then about 4 meters from the router.

I moved the camera (and removed the extender) so I had about 4-5m free space between the router and the camera, and still the same issue.

[StephenB]

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@Haydenseb wrote:

Hey StephenB,

So initially I have a router, then an extender and then the camera. Between the extender and the camera its about 4m with a concrete wall in between (during the 6 months I've used the camera, its been working fine). The extender is then about 4 meters from the router.

I moved the camera (and removed the extender) so I had about 4-5m free space between the router and the camera, and still the same issue.

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Concrete generally has rebar inside, which could be blocking the signal.  But it sounds like you ruled that out when you moved the camera.

I think I'd contact support through the app, as it does sound like something might be wrong with the camera.