Pro 4 - Firmware Update Cycle

[jlb777]

Hi There,

my Pro 4 can’t seem to update to the 15/11/24 update - 

VMC4041P camera 1.080.22.3_56_e704b23

Every tine I update, I don’t receive an error, but it asks to update again after the process. I can’t now use live view!

I have tried:

- Rebooting

- Reseating the battery

- Removing / readding

- Factory Defaulting

- Moving next to WiFi hub

Nothing has worked!!!

Please help.

[jguerdat]

Use the app to go to Settings, Support and choose your camera. Scroll to Contacts to see what official support may offer.

[AgentHoneyBadgr]

I have the same problem and did similar resets and re-adds etc. 

dows the firmware update.. amber and blue lights alternate on the camera and after a few minutes goes back to Update firmware ..

[jlb777]

Yep - I logged with Arlo and they said do the same, even though I’d spreads done it.  Same result - still won’t update. 

tyre must be an issue with the 15/11/24 f/w update!  Really annoying as it you can’t use live view on the camera. 

[Edinburgh_lad1]

Have you restarted the hub?

[jlb777]

It’s connected direct via WiFi - no Arlo Hub

[jguerdat]

@jlb777 , @AgentHoneyBadgr where are you located? Firmware updates are frequently rolled out slowly to the various regions so you may be in one that's still waiting.

[jlb777]

I’m in the UK, however the issue is that it is forcing a f/w update and therefore takes away live view until it’s complete, but it won’t complete! 

 

[jguerdat]

It may or may not help but I'd try removing the camera from the account, resetting it and add it back (don't forget to check your modes and rules). 

https://kb.arlo.com/000062438/How-do-I-factory-reset-and-re-sync-my-Arlo-camera

[jlb777]

Sadly doesn’t make any difference.

[jguerdat]

Have you used the app to go to Settings, Support to raise the issue? I believe the UK is part of the region that is covered by Verisure which has an arrangement with Arlo. That may be slowing things down but I don't have a suggestion for contacting them or fixing the problem.

@JamesC , @ShayneS , @BrookeN can you help?

[BrookeN]

I have passed this information onto our development team to look into. I will update the community as soon as possible. 

[jlb777]

That is hugely appreciated.

[MSD_NOR]

I am still having same problem and tried to fix it with Arlo support team but no luck so far.. please suggest if anyone have been able to fix it.

[BrookeN]

Can you please bring the camera closer to the router and try again? If that does not resolve the behavior you are seeing can you restart the router and then try to do the firmware update? Have you had an problems updating the firmware previously?

[MSD_NOR]

Appreciate your suggestion but we have tried these steps couple of times along with verisure customer service person but no luck.

[BrookeN]

Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off. (edited) 

[MSD_NOR]

I tried to send private message and got this message "You have reached the limit for number of private messages that you can send for now. Please try again later"

[BrookeN]

Thank you for providing that information, I have reached out to support to contact you. They will reach out as soon as possible. 

[AgentHoneyBadgr]

Took a while, but looks like it is fixed. Camera self healed. The installed firmware version looks to be the same as the one that gave issues. Think I figured it out. I had a 4G router very close to the camera that it used. The video recording functionality worked fine through this so connection not a problem. I used the router for something else and put the camera back on main fibre connected house router and left it for a week. That might have allowed it to complete the update? Just thought I would update community.

[AgentHoneyBadgr]

Well the problem has started up again. Firmware update refuses to complete. I have factory reset and re-added etc. nothing works. Amber and blue lights figure.. app says it is updating and then back to square one. 

Suggestion, besides fixing your flakey firmware, maybe fix the IoS app so that it doesn't block the functioning of the camera just because there is an update available... just, you know, put a little symbol somewhere to indicate an update is available. This is consumer grade security hardware.. it should work regardless of new updates being available.

[BrookeN]

I have reached out to support, I will update you as soon as possible. 

[AgentHoneyBadgr]

I bought an Arlo Floodlight to add to the mix, that too was struggling to update (I tried a number of times), so I bought the smart hub and a new chime 2, because the other just died. Before the smart hub arrived the floodlight auto updated to latest firmware overnight. I re-added everything to the Smart Hub and the Pro 4 Firmware update worked when I hit update. The new chime 2 started off a little flakey, but seems to have settled after moving it further from the router. Would be great if that would connect to the smart hub. Overall the smart hub was a great addition, crystal clear image and good response. Happy with the upgrade and makes firmware update better?

[BrookeN]

I am glad to hear you were able to get the updates to work. Is there anything else you are needing assistance with?