Arlo Pro 5 – Live view & motion stop working on continuous after latest firmware (1.060.35.0

[Olivier_b]

Hello,

Both of my Arlo Pro 5 cameras are showing the same recurring issue, which started immediately after the last firmware update:

• Before the update, both cameras worked perfectly even on continuous power.

• After the firmware update (current version: 1.060.35.0_26_fe51ebd), when connected to continuous power (with any Arlo official charging cable), after a few hours live view and video recording stop working.

• The cameras remain connected (I can still access settings and restart them remotely), but video and motion detection are completely disabled until a manual restart.

• When running only on battery, the cameras work perfectly with no issue.

Additional details:
• Model: Arlo Pro 5
• Firmware: 1.060.35.0_26_fe51ebd (issue only appears after this update)
• Camera #1: updated yesterday → issue started immediately after update
• Camera #2: was still on previous firmware and worked fine → updated last night and now shows the exact same issue
• Both cameras were purchased separately and come from different production batches/series
• Connection: tested both via Arlo SmartHub (model 4540) and direct Wi-Fi → same issue in both cases
• Wi-Fi network: stable and strong (Swisscom Internet Box)
• Troubleshooting already attempted: Wi-Fi 2.4 GHz only, IPv6 disabled, DHCP fixed IP, factory reset, reinstallation, SmartHub installation → none resolved the problem
• Tested with different official Arlo chargers and cables:
 – Arlo Outdoor Cable 7.6 m
 – Arlo Indoor Cable 2.4 m
 – Original short charging cable included with the camera
→ The issue occurs with all of them

This clearly confirms that the problem is a firmware bug introduced in the latest version (1.060.35.0_26_fe51ebd) affecting continuous power mode.

Please advise on a solution or provide information on an upcoming firmware fix.

Thanks,

[ShayneS]

The Arlo development team is currently investigating reports of this behavior. We will provide an update as soon as we have more information to share with the community.

[marco674]

Hi,

Same issue here

4 - Arlo Pro 5S H6

3 on 1.060.35.0_26_5e985aa

1 on 1.060.35.1_43_84676d4

Cannot upgrade the 3 last, always says they are already up to date,

Need to reboot camera to get live feed again and movement detection 

[Olivier_b]

@BrookeN @ShayneS 

Any update ? I have a guy from your support team L3 that wrote me emails from his home, based in Philippinas ... sending me picture and videos recording of his home telling me that he's not able to reproduce the bug.

What append with you ?? It start to be scary ...

Issue still not resolved and now only camera connected with Direct Wi Fi can upgrade to the new firmware (witch don't resolve the issue) and the camera connected with Base Station won't upgrade even if we try to do it manually or restart them / the base station

[Olivier_b]

@BrookeN @ShayneS I don't want to be arrogant or annoying, but if our requests aren't taken seriously, I'll escalate them to Matthew McRae, your CEO, so he can see the dramatic quality of his company's support. It's alarming for a publicly traded company. I'll also make available the lunar exchange I'm currently having with L3 support based in the Philippines.

[JamesC]

Olivier_b,

I understand your frustration and want to provide clarity on our L3 engineer's communication. They were demonstrating that after extensive testing across our global sites, we have not been able to reproduce this issue, which is critical diagnostic information, not a dismissal of your experience.

What We Know:
This issue is affecting a subset of Pro 5 cameras, not all units
The problem appears to be region-specific in certain cases
The inability to reproduce this in our environments indicates it's likely tied to specific regional conditions or configurations we haven't yet identified.

Next Steps:
This is our top priority to resolve. We're working to replicate the exact environmental factors present in affected regions. Your detailed diagnostics (network setup, hardware/firmware versions, specific symptoms) are critical to expediting this resolution.

Thank you for your patience as we work to identify the root cause. Our L3 engineer will be reaching out to you with more information as soon as possible.

JamesC

[Domi123]

Thank you for the clarifications. I don’t want to sound overly negative, but since this seems to be a fairly widespread issue, I would really hope that updates were proactively communicated instead of us having to reach out repeatedly for status.

In addition, considering this has been positioned as a top priority, it is surprising that the issue has not been resolved within a month (the problem was reported on September 3rd, 2025). I would assume that with the relatively large Development team you have in place, this kind of issue could be addressed more quickly. If these cameras were deployed in a highly critical location, a month of downtime would simply not be acceptable.

I would also like to request that once the problem has been fully resolved, there will be compensation applied to the monthly subscription fee, as I have not been able to use the service for the affected cameras during this time.

Finally, I believe it would be very helpful if you could also provide at least an ETA on when a resolution can be expected.

Thanks!

[karolo]

A straightforward solution would be to roll back. When the fix takes this long, reverting to the previous firmware version seems like the most practical option, at least for this hardware configuration. I am amazed that the company has not done it yet.

[Aldo58]

For me, the Pro 5 (version VMC4060AerH53) has never worked with continuous current. No matter what firmware. All other Pro 5 (version VMC4060AerH5) have no problem. I think it's clearly the H53 camera. If the problem is not resolved by the end of October, I will send all cameras back.

[Olivier_b]

@JamesC 

Same for me. Previously, I mentioned that the problem appeared after the firmware update to version 1.060.35.0_26_fe51ebd, but in fact, I didn’t have time to test it before, as I bought the cameras and the firmware updated to that version during the very first night.

So it’s possible that the bug was already present in the previous firmware.

I should also mention that since then, only my camera connected via direct Wi-Fi has updated to version 1.060.35.1_43_84676d4, while my two cameras connected to the Smart Hub are still on version 1.060.35.0_26_fe51ebd. But the bug is present on all my cameras.

Maybe the simplest solution would be to exchange our Pro 5 cameras for Ultra models, which don’t seem to have these bugs.

[NovaCat91]

I agree with what the other customers are saying - for something that is a “top priority”, this is an awful customer experience.

If you truly think it is a batch problem - then allow all of us that are having the issues replace our cameras with Ultras at no cost.

I purchased these cameras for home security and monitoring. I own 10 of your various cameras at 2 houses. This experience, if not resolved, will move me away for Arlo permanently.

[JudgeSweden]

I got the "Pro 5S" yesterday as a replacement since my "Pro 4" died last week, after two years. I also experience this issue with no recordings and no live view and I have the Arlo 7,6 m outdoor charging cable attached to it. I'm in Sweden and I have the "VMC4060AerH53"-camera with the "1.060.35.0_26_fe51ebd"-firmware and I can't update it.

How about a free exchange to the new Pro 6 camera?

I remember the issue with the Ultra 2 cameras in 2023. They did a rollback of the firmware back then to solve the issue at hand for us users at the moment. Why not now?

[Olivier_b]

@JudgeSweden the problem is that nobody knows if the issue was already within the previous firmware. Same on my side the 2 cameras connected to the Base Station wont update and stays on 1.060.35.0_26_fe51ebd. The camera connected in direct wi fi updated on the new firmware, but the issue still persist. You can try to cinnect to Wi Fi to receive the update but I think it will not solve the issue. Happy to have your feedback after testing it

[JudgeSweden]

It's connected only to Wi-Fi (both 2,4 and 5 GHz). Still won't update. Only my Ultra 2 cameras are connected to my Base.

[Olivier_b]

@JudgeSweden Ok strange because mine on Wi Fi updated to Firmware 1.060.35.1_43_84676d4 last week, but still with the issue

[JudgeSweden]

@Olivier_b Perhaps that FW isn't available in my location or that they did a roll back? I updated my camera yesterday when I received it from my supplier.

[Olivier_b]

@JudgeSweden I don't think because on my 3 cameras 1 updated (connected to Wi Fi) but not the 2 connected with Base Station, so it seems it's not linked with location (I'm in Switzerland) - all 3 cameras are same model Pro 5 h53

[JudgeSweden]

I can’t show you when I try to update because I can’t upload video here. So you just have to take my word for it.

I have now removed the cable and the camera works as expected. But it’s not supposed to be this way. All my other cameras works flawlessly with the cable attached.

 

[JudgeSweden]

 

[StephenB]

---

@JudgeSweden wrote:

I have now removed the cable and the camera works as expected. But it’s not supposed to be this way.

---

FWIW, you are not alone - some others have posted this as well.  Arlo says they are investigating.

[JudgeSweden]

 

When I got home yesterday I disconnected the charging cable and the camera worked like it supposed to. One thing I found out is that teh Pro 5 isn't as fast as the Pro 4 and it doesn't pre-record. That's a real bummer! My driveway is about 6 m long and when I get the alert the person has already passed it and is at my door. And the recording starts when the person is halfway up the driveway.

I also got an e-mail from Arlo L3 Support. They want time stamps on everything and logs. Time stamps isn't a problem, but what about the logs. How do I get the logs?

If I connect the charging cable and as long as it is under 100 %, it works fine. But when it hits 100 % the problem starts and I have to disconnect it for it to work normal again!

[Olivier_b]

@JamesC @BrookeN @ShayneS 

Same problem here, in addition to all the other bugs.
Even with the camera plugged into the mains and connected to the base station, the recording occurs too late, whereas in this configuration it should pre-record 3 seconds in advance.

I also note that the other bug only appears when the camera is plugged into the mains and fully charged. It works properly before being fully charged.

Your support was supposed to contact me but didn't! I will therefore write to your CEO again before contacting the specialized press/media.

This is unacceptable.

[NovaCat91]

I contacted support again. This time I just asked for warranty replacement for my two 5s cameras. They refused saying I needed to go through troubleshooting steps with them first. I told them I won’t be where the cameras are for another month which is after my warranty period ends. I also told them I had already tried all possible troubleshooting in August. I even referenced this thread in the community. Did not matter - they refused to process a warranty claim.

[Olivier_b]

@NovaCat91

You can send a complaint to press@arlo.com and ask them to escalate to the CEO Matthew McRae.

I did that too because the poor quality of support for a Stock Market Listed company is completely unacceptable.

[StephenB]

---

@JudgeSweden wrote:

How do I get the logs?

---

FWIW, the email you posted tells you how to do that.

But to answer the question - 

1. press the profile icon in the upper left
2. press the title of the next screen (top center) three times

You should see a pop-up at the bottom of the screen that includes "email logs".

[JudgeSweden]

Thanks! I figured it out eventually though, it's a hidden feature.