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]

A firmware solution is now available and is currently in the process of being rolled out. We expect this firmware to be available to all users shortly after the new year.
In the meantime, if you are experiencing any impact related to this issue, please don’t hesitate to reach out here. Our team can prioritize and accelerate your update as needed to minimize any disruption. We truly appreciate your continued patience and understanding as we complete this final phase of the rollout.

[ShayneS]

The development team is continuing to investigate the reports of this issue. We apologize for the time it has taken so far to isolate but we are getting closer to a solution. Due to it's complexity and our limited ability to reproduce the issue, we are taking great care to make sure we resolve the root cause once we have a fix available. We will continue providing updates as more information becomes available.

[JudgeSweden]

I’m actually getting active help from Arlo L3 Support since a week back. We’re testing new FW (f216) and I’m sending them logs after I’ve done certain things, after their instructions. So please be patient. A solution is on the way.

[JudgeSweden]

It's actually newer and it seems to work, but more testing needs to be done.

[Rcballa12]

I'm also affected by this issue. We need a fix ASAP

[Rcballa12]

Yep. Same exact thing here

[Olivier_b]

@JudgeSweden @JamesC @ShayneS @BrookeN 

Since today, the issue occurs even when the power cable isn’t plugged in… I have to restart the camera for it to become active

[ClaudeFrog]

Can it really be that difficult to fix this bug? It is a huge problem for many users but it seems that it is not your priority to fix it. Another thing I don't understand is that you keep invoicing users despite a system that is useless. I am soon losing my patience and then I will try to get my money back from the store where I purchased the cameras. And then I will start to warn the Internet from buying Arlo. American quality my a..

[Rcballa12]

The only thing that seems to help temporarily is unplugging from AC power

[NovaCat91]

Yep - which I just had to do. I had to remove the camera from power on Saturday as I left the location for the next 4 months. This is certainly not acceptable because I doubt the battery will last. I have changed  the configuration to be low power mode and pictures only. But I expect I will lose the ability to monitor before I can return and charge the camera battery again. 

If this cannot be fixed Arlo has to replace the equipment. 

[Olivier_b]

@ShayneS @JamesC @BrookeN 

Do you have an update?
Something more precise than “our teams are still investigating the issue”?
Has the source of the problem been identified?
What is the estimated timeline to fix the bug?
And what happens with our subscriptions that we’ve been paying for over the past months for defective cameras?

The problem has been there since August — it’s been almost four months now!

[ClaudeFrog]

People are already writing in forums in my country that others should keep away from Arlo. It could be their fall.

[Dkilleen]

I really don’t get how a company is unable to fix its product when they can compare their firmware version pre and post issue down to the bit, in under a week, let alone 3 months!  Have all their technical team walked out?  Utterly shocking customer service. 

[Olivier_b]

And @BrookeN @JamesC @ShayneS are dead or have disappeared...

Can we at least hope for a free one-year subscription to Secure Plus?

[ShayneS]

A firmware solution is now available and is currently in the process of being rolled out. We expect this firmware to be available to all users shortly after the new year.
In the meantime, if you are experiencing any impact related to this issue, please don’t hesitate to reach out here. Our team can prioritize and accelerate your update as needed to minimize any disruption. We truly appreciate your continued patience and understanding as we complete this final phase of the rollout.

[karolo]

What details do you need to push the update?

[Dkilleen]

Yes, what details?  And do your support teams have any idea about it/what should we quote to them?  Quoting to them this discussion when initially troubleshooting lead to nothing. Zero help to them and I was faced with all the same old troubleshooting 101 BS. 

[Dkilleen]

Heading away for a month this coming Friday…

[ShayneS]

@Dkilleen @karolo I have shared your info with the development team to push the update. I will let you know when this is completed. 

[Dkilleen]

Thank you 🙏 

[JudgeSweden]

The FW version that works for me, and have done now for a couple of weeks, is 1.060.34.0_18_139bc2c. I've had that version since November 20th. Big thanks to Jeff and the DevTeam. 🙂

[Rcballa12]

My firmware seems to be newer but I still have the issue when the camera is plugged in. Arlo team can you please share my info with the dev team for an update to my device? @ShayneS 

[NovaCat91]

That's good to hear, but a bit late for me...I will not be where my camera is now for 4-5 months...and had to leave it unplugged in low power mode hoping it will last, and of course, limiting the functionality I get.

[Domi123]

@ShayneS Please add my two cameras to update list as well, Thanks.

[Olivier_b]

@ShayneS @BrookeN @JamesC i have the new firmware but the issue is still there !!!

[ShayneS]

@JudgeSweden Thanks for the update.