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chicane · ‎2024-03-07

I've had ongoing headaches with my Pro 5S cameras not detecting events or taking snapshots instead.

Today I did a side by side test with a Pro 4 camera in the same location. Both devices are on 2.4GHz and connected to an outdoor Ubiquiti AP (great signal strength for both). I did try the device on 5GHz and found it to be similarly flaky so reverted to a hopefully more stable 2.4GHz connection. Unfortunately not.

Since I have done this side by side test, the Pro 4 is detecting every event (and recording a video).

The pro 5 recorded video once, completely missed one event and recorded a snapshot instead for the third event. With the video was choppy and audio partially missing at the start, while the Pro4 was smooth and had audio for the full clip.

Both devices are active under my subscription, set identical under the routine (to record video), and smart notifications set the same.

I've had this replaced with a new sealed unit by support for the second time with the same outcome.

Are these devices inherently faulty? anyone else experiencing similar?

BrookeN · 2024-05-22

The firmware has started rolling out. It should be completed within the next week. As soon as that is fully rolled out the behavior you are seeing will be resolved.

BrookeN · 2024-03-26

I have this escalated to the engineering team. I will update the community as soon as possible.

BrookeN · ‎2024-08-02

DM me the serial number

roundball · ‎2024-08-02

@BrookeN

Great…sent…thank you !

roundball · ‎2024-08-02

@BrookeN OK, thanks for the message BrookeN.

Then these questions...asking for all of us who are experiencing months & months of problems on expensive 5s cams, can you get us a FIRM date when Alro 5s related issues are going to fixed ?

We've spent a lot of money because we need reliable security systems and have to resolve this one way or another...we can't just live with these failures dragging on and on without the reliable security systems that we thought we were buying,

We have to get the 5s products working...or get refunds, buy different security products, etc.

Can you at least get FIRM dates when Arlo will have the following fixed so we can make decisions?

Motion detection / Slow-sluggish Feed update problems fixed?

Final improved 5s WIFI firmware beyond Field Trial Status?

Final improved 5s firmware also available for Base Station 5s cams?

Thanks

chicane · ‎2024-08-02

Hi @BrookeN

Your response below is baffling. Obviously there is a new firmware released as the number has now incremented.

Could you clarify if this new firmware is a new field trial version, or a new public release?

While we all appreciate your efforts to assist, why is there radio silence from Arlo on acknowledging this issue? Is there a complaint manager or avenue you can communicate to me via DM so I can send them this thread so they can be informed about reality?

Regards.

"There were no new firmwares released. All your cameras should just be on the field trial. There is only a field trial for those on the Wi-Fi not the basestation. Let me check to see if there is any updates on this and I will let you all know."

Chkpost · ‎2024-08-02

@BrookeN

I still have 4 cameras that have not updated to the new firmware. They are still on

1.040.28.7_93_caa9491

When will the be updates be made to them ?
Thanks

roundball · ‎2024-08-02

@Chkpost Not answering for BrookeN...just sharing some info.

1) Based on the past several weeks, I don't think she works weekends, could be wrong;

2) @BrookeN has been a huge help getting us into the 5s 'Field Trial Firmware' activity;

3) The way she seems to handle it is we send her a private message with the request and list of the 5s serial numbers we'd like the FTF firmware for;

4) She routes the info to her contacts and the firmware upgrades usually occur during the night within 24 hours;

5) So you might want to send her that private message to be waiting for her on Monday;

WLynne · ‎2024-08-04

August 4, 2024

I selected all events from the feed for this analysis and always use Alarm Away, even when home and during the day.

One Arlo Pro5S camera facing a busy street had 60 hours of missing recordings out of a 96-hour period.

Notably, there were no recordings at all between:

July 30, 2024, 11:04 pm, until

August 3, 2024, 11:05 pm.

ARLO PRO 5S CAMERA FACING BUSY STREET LOCATED ON UPPER OUTSIDE WINDOW LEDGE –

AUGUST 1, 2024 THURSDAY

3:27 AM

NO RECORDING FOR ABOUT 9 1/4 HOURS

1:44 PM

1:44

2:10

2:15

2:38

2:56

2:58

3:18

3:30

3:37

4:25

8:56

10:04

10:29

11:05

AUGUST 2, 2024 FRIDAY

7:05 am

10:05

10:51

NO RECORDING FOR ABOUT 7 HOURS

5:50 PM

6:10

NO RECORDING FOR ABOUT 4 HOURS

10:08

AUGUST 3, 2024 SATURDAY

12:01 AM

8:50

8:53

11:42

NO RECORDING FOR 2 HOURS

1:51 PM

1:54

2:24

2:34

2:56

4:22

4:38

4:45

5:03

5:10

5:11

5:12

5:16

5:18

5:23

5:25

5:26

5:27

5:32

5:35

5:38

5:39

5:41

5:43

5:44

5:45

5:47

5:49

5:54

6:24

NO RECORDING FOR ABOUT 4 ¼ HRS

10:43

11:31

JULY 31, 2024 WEDNESDAY

NO RECORDING FOR TWENTY-FOUR HOURS

JULY 30, 2024 TUESDAY

NO RECORDING FOR ADDITIONAL ELEVEN HOURS

11:04 AM

11:29

11:30

11:54

11:55

12:25

01:36 PM

02:03

02:05

02:12

02:43

02:44

03:01

03:09

03:19

03:37

04:07

04:19

04:35

05:43

06:00

06:25

NO RECORDING FOR ABOUT 3 HOURS

09:26

10:22

WLynne · ‎2024-08-04

August 4, 2024 - One Arlo Pro 5S camera facing busy street

I selected all the events for this analysis. I select Alarm Away whether it is day or am home.

Thursday August 1/24 - Missing 9 1/4 hours between 3:27 am - 1:44 pm

Friday August 2/24 - Missing 7 hours between 10:51 am - 5:50 pm

Saturday August 3/24 - Missing 2 hours between 11:41 am - 1:51pm

ARLO PRO 5S CAMERA FACING BUSY STREET LOCATED ON UPPER OUTSIDE WINDOW LEDGE –

AUGUST 1, 2024 THURSDAY

3:27 AM

NO RECORDING FOR ABOUT 9 1/4 HOURS

1:44 PM

1:44

2:10

2:15

2:38

2:56

2:58

3:18

3:30

3:37

4:25

8:56

10:04

10:29

11:05

AUGUST 2, 2024 FRIDAY

7:05 am

10:05

10:51

NO RECORDING FOR ABOUT 7 HOURS

5:50 PM

6:10

NO RECORDING FOR ABOUT 4 HOURS

10:08

AUGUST 3, 2024 SATURDAY

12:01 AM

8:50

8:53

11:42

NO RECORDING FOR 2 HOURS

1:51 PM

1:54

2:24

2:34

2:56

4:22

4:38

4:45

5:03

5:10

5:11

5:12

5:16

5:18

5:23

5:25

5:26

5:27

5:32

5:35

5:38

5:39

5:41

5:43

5:44

5:45

5:47

5:49

5:54

6:24

NO RECORDING FOR ABOUT 4 ¼ HRS

10:43

11:31

WLynne · ‎2024-08-04

Regarding an earlier post, please disregard my comments regarding the July recordings.

I feel it might be best to start fresh and concentrate on August onwards.

As a comparison, to my Arlo Pro5S facing the street from the upper window ledge, I also did an analysis on my Arlo Pro 5S located on my garage facing a busing street and this is what I found:

ARLO PRO 5S CAMERA FACING BUSY STREET LOCATED ON GARAGE

I selected all events for this SECOND ANALYSIS from the feed. Motion is set for High. All Events have been selected, and Home Away is always on whether I am home or not.

Thursday August 1/24 – Missing 23 ¼ hours

Friday August 2/24 – Missing 13 hours

Saturday August 3/24 – Missing 9 ¼ hours

AUGUST 1, 2024 THURSDAY

NO RECORDING FOR 13 ½ HOURS

1:24 pm

1:45

1:46

2:11

2:13

NO RECORDING FOR THE REMAINDER OF THE DAY NAMELY ADDITIONAL 10 ¼ HOURS

AUGUST 2, 2024 FRIDAY

10:51 AM

10:54

10:55

10:56

10:57

10:58

THERE WAS NO RECORDING FOR THE REMAINDER OF THE DAY, NAMELY 13 HOURS.

AUGUST 3, 2024 SATURDAY

07:13 AM

10:55

11:42

3:46 PM

THERE WAS NO RECORDING FOR THE REMAINDER OF THE DAY, NAMELY 9 ¼ HOURS.

BrookeN · ‎2024-08-05

@Chkpost the Wi-Fi Pro 5 should be on 1.050.33.3_41_9322fd5 the basestation should be on 1.040.28.7_93_caa9491

@chicane the cameras that are on Wi-Fi have the Field Firmware. The ones on the basestation will not be. The actual firmware has not been released yet. But I I will let you know as soon as it is.

@WLynne I sent you a dm.

If anyone else has a question that I missed let me know. I am not here on weekends, but I do respond as soon as I can. Thank you all for the patience you have shown.

roundball · ‎2024-08-05

@BrookeN OK, Then these questions...asking for all of us who are experiencing months & months of problems on expensive 5s cams, can you get us a FIRM date when Alro 5s related issues are going to fixed ?

We've spent a lot of money because we need reliable security systems and have to resolve this one way or another...we can't just live with these failures dragging on and on without the reliable security systems that we thought we were buying,

We have to get the 5s products working...or get refunds, buy different security products, etc.

Can you at least get FIRM dates when Arlo will have the following fixed so we can make decisions?

Motion detection / Slow-sluggish Feed update problems fixed?

Final improved 5s WIFI firmware beyond Field Trial Status?

Final improved 5s firmware also available for Base Station 5s cams?

Thanks

WLynne · ‎2024-08-05

This is just a quick note to say that my Arlo Pro5S cameras are on WiFi, 2.4 and 5.0 GHz, and my doorbell is wired.

Chkpost · ‎2024-08-05

@BrookeN

I don’t understand your reply to me. Maybe you replied to the wrong person ?

I have (6) Pro 5S cameras. They are all connected via WiFi. There is no base station.

(2) of my cameras are on firmware 1.040.28.17_195_ac8359b

(4) of my cameras are on firmware 1.040.28.7_93_caa9491

You previously told me all 6 cameras would update to the 195 version. They have not.

My question is….how do I get all 6 of them updated to the most current / most stable version ?

Thanks! I know your swamped 😀

BrookeN · ‎2024-08-05

@Chkpost let me check your cameras. Give me just a few and I will let you know.

chicane · ‎2024-08-05

Hi @BrookeN

I did not ask about base station vs wifi connected cameras.

My direct question is regarding the firmware release 1.050.33.3_41_9322fd5

Could you clarify if this new firmware is a new field trial version or a new public release?

Kenny7522 · ‎2024-08-05

Thank you StephenB,

My arlo app storage settings does not have any as well.

Attached photos for your reference.

Do I make something wrong?

thank you.

Kenny7522 · ‎2024-08-05

Thank you a102768,

I think I did connect to the hub.

Is it correct?

Thank you again.

StephenB · ‎2024-08-05

@Kenny7522 wrote:

My arlo app storage settings does not have any as well.

Attached photos for your reference.

Do I make something wrong?

This looks like it is set up correctly. Are you seeing any videos in the Storage Settings when the phone is connected to your home wifi?

roundball · ‎2024-08-05

Is anyone else still having delays with motion detections being posted to their UI Feeds?

chicane · ‎2024-08-05

@roundball yes I am experiencing that delay with videos appearing in the feed. Also noticing some motion detected alerts but no events recorded.

roundball · ‎2024-08-05

@chicane @BrookeN

It's really very, very frustrating.
For the very most important aspect of a security monitoring system...to not detect all motions and then if / when they do...it takes 2-3 minutes for them to appear in the Feed !!

BrookeN · ‎2024-08-06

@chicane it is a new field trial version.

@Kenny7522 are you on iOS?

BrookeN · ‎2024-08-06

@Chkpost all your cameras have now been moved. The firmware goes on in the middle of the night so you will not see a change until tomorrow.

Kenny7522 · ‎2024-08-06

Yes. I am using iOS.

BrookeN · ‎2024-08-06

@Kenny7522 we are aware of the behavior you are seeing with Port Forwarding.

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