Arlo Pro4 Cameras connected to VM5000 base keep going offline intermittently

[KeithCer]

I have been using Arlo Cameras since they were first introduced, and they have been reliable and no issues.  Also, the phone App was relatively easy to figure out without needing any manual.  

As my system has become older, I have gradually added new cameras (newest each time) to my Base.  Now that I have 10 cameras, any new cameras result in removing an older camera.  

I just recently purchased 4 new Pro 4 Cameras to add to my base, and I updated my original base to a VM5000.  I knew that I could connect the Pro4 cameras by Wi-Fi but wanted all cameras to be on the base to make modes and scheduling simple.

I connected all 4 cameras to my VM5000 base easily, but shortly after, Pro 4 cameras would go Offline, intermittently and the only way I could re-synch was to remove and reinstall the battery.  Since several of my cameras are mounted high and require a ladder, this is incredibly inconvenient.

I got Arlo Tech Support involved, and over several months, this is still and issue and all of the testing and troubleshooting has been on me, and I am too busy with life and work to continuously do this with each further step not resulting in any resolution.  Finally, they had me update my phone app to the newest Arlo Secure, which is completely different and very non-intuitive (especially with modes and new automation).  

Here's the clincher, after the update, the two Pro 4 cameras that are still connected to the Base were working fine, until today when one just went Offline (and it is one that requires a ladder to get to).  The two Pro 4 cameras that I removed from the base and connected via Wi-Fi, have continued to function well without going Offline.

REALLY, is Arlo trying to get me to scrap the whole thing and find another manufacturer for my security cameras?

[JamesC]

KeithCer,

What does the WiFi signal strength icon show for the problematic cameras? If you move them closer to the SmartHub (temporarily just as a test), do you experience the same behavior?

JamesC

[KeithCer]

The problem Pro 4 Cameras are not connected via WiFi.  The SmartHub uses a proprietary signal.  The Pro 4 Cameras that Tech Support had me move off the SmartHub and onto WiFi do not have issues.  This is a big problem because there was no mention of any issues like this when I upgraded (replaced) 4 of my lower resolution (working) cameras to the Pro4 cameras.  I would never have spent the money if I knew that I was going to have this problem.  And now the New App is very un-intuitive and they made using Modes/Schedules very confusing.  

The cameras that are having an issue, are in locations that they need to be mounted in.  They replaced working Arlo cameras of earlier generation that had been mounted there and connected to the SmartHub since I got the system many years ago.

[jguerdat]

Actually, any Arlo base station or SmartHub uses WiFi to connect with the cameras. Think of them as stripped down routers. You can verify this by using your phone to look at available WiFi networks that you might be able to connect to. You can't actually connect your phone because of the encryption (and you don't have the password) but it's there.

It rather sounds like the hub should be moved. Try moving it as far as practical away from the router. The bandwidth needed for higher resolution cameras increases compared to the old cameras so signal strength/quality is more important. The cameras connected to your WiFi may be working properly simply because your network has a better signal in those places. Repositioning the hub and/or cameras can help but testing is needed.

[KeithCer]

Understood.  I knew that the VM5000 used a radio signal to communicate.  It was never clear that it was actually encrypted Wifi...would have made sense to use another frequency so not to interfere.  Anyway, in my home office, I have the Base Station as far away as I can practically and aesthetically place it from the WiFi-Router.  I also understand that the higher resolution cameras use higher bandwidth.  I am upset that none of this was apparent when I upgraded my lower resolution cameras.  I will remove the two remaining Pro 4 cameras from my VM5000 and then add them back connecting via WiFi.   This worked so far to fix the first 2 Pro 4 cameras.  What a mess for something that was supposed to be plug-n-play.  I'm more upset that Arlo Tech Support was having me do all of the work in figuring out why their hardware was problematic.  I paid a lot of money for my 10 cameras, base, and my annual subscription.  They should have testing facilities that they can simulate issues and resolve the known problems.  I am not the only one who has this issue.

[jguerdat]

You could move the hub to another room that provides a better connection to the cameras using a WiFi or powerline extender.

[KeithCer]

Yes, agreed, if I wanted to spend even more money.

I have all of my primary networking hardware in my home office, that is what it is allotted for.  Moving networking hardware throughout my home is not our plan.  And, it was never made clear when I purchased my Arlo system that I would need to locate hardware in different locations...   I specifically have all of my cameras located where they need to be and all of them are within the prescribed distances from the base or wifi router.  It was never made clear that the Base cannot be in the same room as the WiFi Router...    Very disappointed, and I have been using Arlo since it first came out without any issues at all (except lower resolution, but back then it wasn't by comparison)  Currently, the Base is about 5 ft away from my WiFi Router, where it has always been, without issue (until the Pro 4 cameras).  I'm just going to connect all 4 new Pro 4 cameras via Wifi, not any through the Base.  The only cameras connecting through the base will be the earlier ones that need to be and none of them have issues.

[StephenB · Accepted solution]

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@KeithCer wrote:

It was never made clear that the Base cannot be in the same room as the WiFi Router...    

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It can be (and mine are are either in the same room as my Orbi router or one of my Orbi satellites). They are also about the distance apart as yours are. Range of the base should be similar to your router, since both are constrained by regulatory power limits.

"Should" of course is the key word.  If they connect better to your wifi, then that's a reasonable thing to do.