Arlo Pro 5 – Live view & motion stop working on continuous after latest firmware (1.060.35.0_2

[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,

[paul030474]

yes the set up is all custom done by me i.e record duration, sensetivity, ect,  when i spoke to tech sup they didnt know what it was also and  said put the internet router in the closest room, even though its currently just 20ft away

[StephenB]

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@paul030474 wrote:

 when i spoke to tech sup they didnt know what it was also and  said put the internet router in the closest room, even though its currently just 20ft away

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Since you can make manual recordings and livestream the camera, it doesn't sound like this is network related to me.

I wouldn't move the router at this point, but you could try measuring your wifi speed at the camera location with your phone.  Turn off mobile data, to make sure that you are testing your wifi.  The Ookla speedtest app (free) is a good tool for this.  Note what matters for recording is the upload speed (and also packet loss).  That would let you know definitively whether this is a network problem or not.

[paul030474]

On Ookla it was download 53.04 - ping 32ms...on Google it was 44.6 download and 18.8upload

[StephenB]

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@paul030474 wrote:

On Ookla it was download 53.04 - ping 32ms...on Google it was 44.6 download and 18.8upload

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Again, it is the upload speed that matters.  ~19 mbps is more than enough (Arlo says you need at least 2).  So there is no need to move your router.  Which makes sense, since the problem camera is one of your old ones, and it worked before in that location - and you can livestream the camera and make manual recordings.  

What I suggest doing next is deleting the rule for this camera in the modes you are using, and then add it back.  See if that changes the behavior.

If that doesn't help, then I suggest a hardware reset for the problem camera.  Remove it from the account, and then open the housing.  Press the button inside until the camera LED flashes amber (~15 sec).  Then add the camera back to your account.

[paul030474]

just an update. i returned the camera to the store once again and got another brand  new one and set up, set all the rules for both arm home and arm away and still wont save any decordings to events, such a strange situation this is and its a real head scratcher 

[StephenB]

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@paul030474 wrote:

just an update. i returned the camera to the store once again and got another brand  new one and set up, set all the rules for both arm home and arm away and still wont save any decordings to events,

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Did you check your feed settings, just to make sure nothing is being filtered out?  Those filters are sticky, and it is easy to forget to change them back when you are done with them.

[Olivier_b]

@ShayneS any news from dev team ? They identified the issue when power cable is plugged ?

[ShayneS]

@Olivier_b 

Looks like the team is still investigating root cause. I will provide more info when I have more to share.

Thanks

[NovaCat91]

I am experiencing same issue with two 5s cameras on firmware 51ebd

[StephenB]

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@NovaCat91 wrote:

I am experiencing same issue with two 5s cameras on firmware 51ebd

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The workaround for now is to just disconnect the AC power.  

[Eric10]

@ShayneS 

It’s a shame to sell Camera with this kind of bug !!!

Dev team must update super fast or I will let a really bad comment on TrustedPilot.

Still impossible to make my brand new camera working with AC Power plugged !

[Stomy]

@ShayneS same issue when AC Power is connected Arlo Pro 5 2k cameras stop working / not possible to live motion and no detection but camera stay connected, really bad 

[NovaCat91]

Yes, but that is clearly not sustainable.

That said, my one 5s now gets distorted periodically (yes it is powered)…I have assumed this is another firmware 51ebd issue…I will restart it remotely which temporarily resumes normal operation…but then it repeats…

with my most recent restart that camera did not connect to WiFi…so I am totally offline until I can get to the camera location - which won’t happen for 2 more months. And the purpose of the camera is to monitor the physical security of the home - which I now cannot do.

[Domi123]

I have exactly the same issue with two Pro 5S cameras running firmware 1.060.35.0_26_5e985aa. 

[Olivier_b]

@ShayneS what is the firmware mentionned by @Domi123 ?

I have another number : 1.060.35.0_26_fe51ebd

Booth have issue. Any news / update from dev team ?

[ShayneS]

@Olivier_b 

Likely a version of that FW for Pro 5/Pro 5s. The team is actively investigating the root cause. 

[Domi123]

Do you have any timeline for when a fix will be available for the cameras?

Frankly, problems of this magnitude and the long delay in addressing them completely undermine trust in the product, especially given that I’m still paying a monthly subscription for something that doesn’t work properly.

[Olivier_b]

@ShayneS hi, is it possible to have a concrete update ? At least to know if the dev team have identified the issue ?

[ShayneS]

@Olivier_b 

I’ll continue monitoring this and will update the thread as soon as more information becomes available.

[Aldo58]

@ShayneS 

One of my Arlo Pro 5 (H53) has now updated the firmware to 1.060.35.1_43_84676d4. The camera works for livestreams and recordings only as long as it is not 100% charged. After that, i.e. when it is charged and still connected to the power, it unfortunately still does not work despite new firmware. Sorry for my English...