Arlo Pro 5S - (missing events, taking snapshots). Pro 4 in same location works fine.

[chicane]

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]

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]

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

[BrookeN]

I apologize for the delay in my response I have been out of office for a week. @roundball I will check into the firmware that is on the Pro 5's on your account. 

Everyone else let me get some updates on the firmware and I will reach back out soon. 

[roundball]

@BrookeN  and all...

Thanks for the reply @BrookeN...hope your week away was a good one.

FWIW, others may have more dire need of your help than I do at the moment so you decide your priorities since returning from a week away.

I'd also appreciate your opinion on which approach I / we should take on this returned Feed issue since the surprise change in my Firmware.

[BrookeN]

@roundball sorry for the delay in my response. I did move the camera back to the field trial. Does it appear to be working as expected now?

[roundball]

@BrookeN 

11.01.24 - 12 noon.....Just checked the cams.

Current Firmware is still # 1.050.33.8_90_76db0d4.

[roundball]

@BrookeN   Update 11.02.24...I think we had a miscommunication.

I had posted about:

My Four 5s cams had “Field Trial Firmware” ( # 1.050.33.6_71_393f539 ) for the past few weeks, providing very noticeable improvements.

Then to my surprise, I found that excellent Field Trial Firmware had been replaced on all Four of my 5s cams without any communication to me.

Their current Firmware installations are:  # 1.050.33.8_90_76db0d4.

Due to Feed slowdown, I asked to have the good FTF reinstalled.

Instead, the new Production Firmware ( # 1.050.33.8_90_76db0d4 ) had been installed on a "spare 5s cam"...so now I have five 5s cams all with the new Production Firmware...none with the good FTF.

BUT...let's just leave everything where it is right now...here's why:

Since I was never able to get a new Firmware version on a 5s when I'd try to install it on a Base Station, my Base Station now accepted the 5s with the new Production Firmware you had installed on it...and it works as good as the Pro4 cams on the Base Station.

So I'm going to move all my 5s cams off direct WIFI and put them on a Base Station.  If they'll all now work on a Base Station as good as the spare 5s you just had Firmware installed on...(and as good as the Pro4 cams)...maybe I can end my part time job dealing with arlo 5s issues.

So just leave everything as it is on my 5s cams until further notice.

I'll update again soon...Thanks

[roundball]

@BrookeN  UPDATE - 11.02.24 Afternoon

When setting up the 5s cams on a Base Station I get the message that a Firmware Update is available.

When I look to see what it is, it wants to download the old June’24 Production Version # 1.040.28.17_195_ac8359b.

I said no of course.

Turns out the Firmware # 1.050.33.8_90_76db0d4 on a 5s while it’s installed on a Base Station "initially appears to function OK"…BUT…the problem is they don’t completely work with the UI App.

( I deleted / downloaded / installed a fresh copy, no help )

Main example is that the Cam View does not appear with other cam views in the Device Section or the Dashboard Section image listings.

So, I’m back to square one.

WHEN will a 5s Cam work on a Base Station, not only WIFI  ??

Thanks

[a102768]

I am not sure if it is a back end issue or IOS 18/18.1 but I am not getting thumbnails at all with my alerts at the moment.

[roundball]

@a102768 @BrookeN 

I’d be surprised if it was an IOS issue.

A never ending series of 5s issues that started way before iOS 18-ish.

Oddly mine has worked much better again the past couple days.

PS: @BrookeN 

I’m not pressing to have the Field Trial Firmware reinstalled after all.

Maybe it’s something at arlo’s host software / UI software, etc, etc.

Wish they’d fix the 5s firmware so they’d work on Base Stations and see if that makes the 5s products reliable.

[StephenB]

---

@roundball wrote:

I’d be surprised if it was an IOS issue.

---

There often are iOS issues when Apple roles out a major release.   While perhaps not the most likely possibility, it wouldn't be surprising.

[roundball]

I guess anything is possible…..

But my reference is these are not sudden new 5s problems that coincide with the recent ios18…they’ve been going on for months & months.

In addition, I have three Pro4 cams running 24/365…they all use the same ios, my same iPhone, my same networks…and they don’t have the same constant 5s problems.

[BrookeN]

@roundball the fix is in the works, I apologize that I can not give an exact date. However the development team is currently working on this. 

[roundball]

@BrookeN 

Can’t tell which issue you’re referring to BrookeN…

[BrookeN]

@roundball I am referring to the production firmware for the Pro 5s.

[BW32205]

@BrookeN  - sending you a PM to get the 1.5x sent to a camera I just removed from my hub.

Please and thank you!  🙂

[a102768]

There definitely are notification issues with IOS 18.1 as many people are experiencing 5 second or so delays with notifications coming through. The only fix was to turn Apple AI totally off.

I upgraded to IOS 18.2 beta last night and that seems to have fixed the notification delays but still no thumbnails with the Arlo notifications.

[roundball]

@a102768 

Thanks…FWIW, when iOS 18 upgrades started coming out I left AI turned off…no plans to bother with it

[roundball]

@BrookeN  and all...

For those who may not have seen it yet...the UI App has been updated (5.2) with primary focus on the 'Feed" section.

Bringing up the arlo home security at the App. Store shows the explanation and just have to click the "update" button.

Be interesting if it fixes some of the Feed timing issues we've been dealing with.

[a102768]

Adding a local tab to the feed is a welcome addition.

I posted a separate forum post because thumbnails stopped appearing in my notifications a few weeks ago. No one has responded but they mysteriously started coming through again this afternoon and I haven't changed or rebooted anything!

[roundball]

@a102768 

Hope it keeps working for you…

Why on earth arlo won’t display simple professionalism of posting / communicating these thing on this forum is beyond me.

[Seamouse]

I bought 4 pro5k and a doorbell just before moving house 6 months ago after having pro2's for a number of years. From the get go I experienced all the issues in this thread, whilst the two pro2's worked fine to the point eventually I never even bothered recharging them. 

a couple months ago I recharged and updated them and things had improved a little but still aren't great. Recently, potentially after an app upgrade to be fair, the cameras will now still record fine but will show as offline in the app (even whilst being live, recording videos etc), logging into the web shows camera are rebooting message (they arent).  

Current firmware is 1.040.28.17_195_ac8359b, if i could get the updated firmware please

[roundball]

@Seamouse

You listed Pro5k…I assume you meant 

Pro5s ?

And yes, that’s old Firmware.

Sorry you weren’t aware of all the problems before you laid out all that money….arlo’s track record is poor trying to fix Pro4 and Pro5s problems…been going on well over a year with zero confidence now that they’ll actually get all the problems fixed.

PS:

it seems the best way to ask for help getting a better version of firmware downloaded is to specifically address your request to @BrookeN the moderator here.  She’s been far more helpful than trying to deal with Arlo support.

[chicane]

@Seamouse welcome to the frustrated Arlo Pro 5 owners club. 

I know this sounds ridiculous but you will have to message @BrookeN via DM and provide your Arlo username and and camera serial numbers - and she can facilitate a change to the 'field trial firmware' that appears to fix the main issues. 

[BrookeN]

@Seamouse I have reached out to support to get your Pro 5's moved over to the experimental build firmware. I will update you as soon as that has happened. 

[roundball]

@BrookeN...hope you're doing OK.

Reference your post:

".....Pro 5's moved over to the experimental build firmware....."

Will you please let us know what that "experimental build firmware" # is?

Thanks

[BrookeN]

The firmware is actually rolling out at this moment, so within the next few weeks you should see that firmware.