2 of 10 Arlo Pro 5 cameras not auto detecting motion

[GeorgeMerian]

Long story short trying to replace 10 Arlo Pro2 Cameras with 10 Arol Pro 5S 2K cameras.   After setting up 10 new Pro 5 cameras with my base station and firmware updated on each cameras,  two of the cameras will not auto-detect motion and record and send me a push notification.

I can turn on each camera live and watch video.  The motion detection test works as the light flickers amber during the test.  I moved motion detection sensitivity to 100% and no luck.

Everything seems to be working except for auto-motion detection.  Any ideas to check?  Another long story but I  am out of phone support warranty on the Pro 5 cameras.

Thanks,

George

[JamesC]

GeorgeMerian,

I took a look at the subscription plan that you have associated with your account and it appears you have a legacy Arlo Smart Premier plan. This plan supports up to 10 cameras. You have 12 cameras on the account ( 10 Pro 5 and 2 Pro VMC4030), two of the Pro 5 cameras are not associated with the Arlo Smart Premier plan which is likely why you're experiencing an issue.

I recommend changing your plan to an unlimited Arlo Secure plan to support all of the cameras on your account. For more information on how to change a plan, see here: https://kb.arlo.com/de/1215141/How-do-I-change-or-cancel-my-Arlo-subscription-plan

JamesC

[StephenB]

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@GeorgeMerian wrote:

I thought this was support.   

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This is a user-to-user forum, and I don't work for Arlo.

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@GeorgeMerian wrote:

Do you know off the top of your head how long is the warranty on these cameras? 

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This does vary by country, but would be 1 year in the US.  At least that in other countries.

Contact paid support by going into the app (not the browser) and selecting the support area.  Then select a camera in a subscription plan.  Scroll down, and you'll see a phone support option.  They are open from 6 am to 6 pm US pacific time.

[JamesC]

GeorgeMerian,

I took a look at the subscription plan that you have associated with your account and it appears you have a legacy Arlo Smart Premier plan. This plan supports up to 10 cameras. You have 12 cameras on the account ( 10 Pro 5 and 2 Pro VMC4030), two of the Pro 5 cameras are not associated with the Arlo Smart Premier plan which is likely why you're experiencing an issue.

I recommend changing your plan to an unlimited Arlo Secure plan to support all of the cameras on your account. For more information on how to change a plan, see here: https://kb.arlo.com/de/1215141/How-do-I-change-or-cancel-my-Arlo-subscription-plan

JamesC

[StephenB]

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@JamesC wrote:

I took a look at the subscription plan that you have associated with your account and it appears you have a legacy Arlo Smart Premier plan. This plan supports up to 10 cameras. You have 12 cameras on the account ( 10 Pro 5 and 2 Pro VMC4030), two of the Pro 5 cameras are not associated with the Arlo Smart Premier plan which is likely why you're experiencing an issue.

I recommend changing your plan to an unlimited Arlo Secure plan to support all of the cameras on your account.

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You could also try removing the Pro cameras from the subscription plan.  You'd still get the 7-days of free cloud storage, and you could then move the Pro 5 cameras into the subscription plan.  

Still, Arlo Secure is the best path (as Arlo will at some point change your legacy plan over to Secure anyway).

[GeorgeMerian]

The issue was a screw up on Arlo.  I did try to renew my subscription to Arlo secure and have records I chose that but behind the scenes it actually renewed my old Arlo smart plan.  As a software developer for over 40 years I can attribute this event to **bleep**ty logic in the software Arlo is using to renew subscriptions.