Adding Pro 5S to Ultra Pro 4 syste,

[LNA_Lyn]

I am adding one or two Pro 5S 2K cameras to an existing system with 6 Pro 4 cameras already installed and operating.  This system currently has 2 Arlo Hubs (3 cameras on each).  I have encountered 2 issues ...

1) I wanted to add the first Pro 5S to Hub 2, but they would not sync.  It did sync with Hub 1.  Both hubs located together, camera not 5 feet from either.  Did full reset on camera 3 times. Curious why one hub and not the other.  Both have latest firmware.

2) More serious, the Dashboard display will only display the 6 Pro 4 cameras, while the Devices display shows both the Pro 4 and Pro 5S models.  Same situation on both PC and Cell app. Bug? Or is there an update to the app?
Thanks!
Lyn

[StephenB]

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@LNA_Lyn wrote:

2) More serious, the Dashboard display will only display the 6 Pro 4 cameras, while the Devices display shows both the Pro 4 and Pro 5S models.  Same situation on both PC and Cell app. Bug? Or is there an update to the app?

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Did you add the widgets for the Pro 5 cameras to the dashboard? Or did you forget that step?

[LNA_Lyn · Accepted solution]

Yes indeed, I forgot that step.  Thanks for the reminder!

[LNA_Lyn]

The first problem still remains - neither of the new cameras will link to Hub #2 - but they both connect to Hub #1`.  Again, that's not a huge problem in itself, but the problem that IS huge is that neither camera will trigger automatically.  I have ALL the same settings on all 8 cameras, it's only the two new Pro 5S units that don't work correctly.  And of course there is no "Feed" from them.

I can trigger them manually, and they do record.   But neither audio nor video motion will trigger them.

[jguerdat]

What model is hub #2? 

Is the not recording issue only when connected to hub #1? Have you tried connecting to your WiFi instead for testing?

[LNA_Lyn]

Smarthub #1 and #2 are the same - model VMB4540r3 and have the same firmware, v1.24.0.1_1528_8938370.
As I said, the new Pro 5S cameras do pair with Hub#1 but will not pair with Hub#2.
Even though paired with Hub#1, they will not auto-activate on either motion or sound (even though they are both set to do so).

Both cameras have been through the full reset process.

Ideas?

[jguerdat]

I'd use Settings, Support to choose the camera and scroll down to Contacts to see what official support may offer. Be aware that they may want you to remove hub #2 from your account for starters so you should just go ahead and do that before they ask. It's also possible that they will want you to remove hub #1, too, but let's avoid that discussion.

Also, to be clear, even with the cameras connected to WiFi or hub #1, your settings show that you have a subscription that includes them, correct?

[LNA_Lyn]

I am contacting Support.

Yes, all cameras are included in my subscription.  For the two new cameras, it says:

"Secure Trial Active

Trial ends August 23, 2024"

Maybe they messed that up ... somehow.

[LNA_Lyn]

Tech support came through for me, and all cameras are now recording.

We still have the issue with Hub #2, but we can work around that.

Thanks to the support team!

Lyn