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. 

[roundball]

@BrookeN 

May we please have the Firmware # so we’ll know if / when we get it ?

Thanks

[BrookeN]

It will be 1.050.33.8.91_76db0d4

[roundball]

@BrookeN
It will be 1.050.33.8.91_76db0d4

Thank you BrookeN.

PS:

I noticed 5s Firmware updates are still not available to download as we normally could.

We've been putting up with problems for so long...is it really going to take "weeks" for us to get this update ?

[BrookeN]

We do rollouts of the firmware updates, so you may get it sooner it just depends when it gets to your devices. 

[roundball]

@BrookeN   UPDATE - 11.18.24

My 5s Firmware has recently been:  # 1.050.33.8_90_76db0d4.

Just checking to see if your #1.050.33.8.91_76db0d4 might have arrived.

Firmware on all four 5s cams had been changed.

But...they all now show Firmware # 1.050.33.9_99_88d5709.

Is that correct?

Field Trial?

Production?

[BrookeN]

1.050.33.8_90_76db0d4 was the previous Field Trial version
1.050.33.9_99_88d5709 - current Field Trial versionIf the user's devices are still pointed to FT, whenever there is a new FT version, the device's firmware will also update to the new FT version( still contains all the fixes)

And the production firmware is still rolling out. 

[WLynne]

I have the current field trial version ending in 88d5709, but I am still not a happy customer by a long shot!

[roundball]

@WLynne 

FWIW…we users have no way of knowing because of arlo’s poor communications…but FYI, they have been making frequent upgrades to the UI App. lately.

My self learned approach has been to go to the App Store every few days and check their current version # of the App.

If it’s newer than what I have, I replace my installed App with the new version.

PS:

FWIW, I tried their new “App.update” button at the App Store but wasn’t comfortable I was getting noticeable improvements.  
So I now totally delete the existing App on my phone…then power off / on my phone, then download / install the newest version of the App.

Others mileage may vary…

[WLynne]

I would like to express my concerns directly:

Would you consider boarding a newly launched aircraft before all operational issues are resolved?

We have been informed that our existing Arlo cameras have reached the end of their life, necessitating an upgrade to the Arlo Pro 5. However, it appears that the Arlo Pro 5 was introduced to the public without thorough due diligence and with several unresolved issues.

Recently, I had to inform a police officer that neither of my Arlo cameras captured any footage on the day of two separate incidents.

The problems with the Arlo Pro 5 have been well documented in this forum.

Why do customers have to wait for Arlo to release updates to fix issues that should have been addressed before the product launch? It has now been 260 days since I upgraded to the Arlo Pro 5.

I possess ten of these cameras; however, several remain in their original packaging due to the inadequate performance of the few units I have installed. Meanwhile, the effectiveness of my older models has diminished.

What is the justification for the annual subscription fee? It would be appropriate for Arlo to consider offering rebates to customers, as they have not met their contractual obligations.

Do you believe you have received adequate value for your investment? Furthermore, do you feel confident that your property and family are sufficiently protected?

[a102768]

@BrookeN, would it be possible to get my Pro 5 moved to the field trial please as I would like to see if it fixes my main issue which is a lack of alerts overnight.

I have mentioned it before but often when I look at my camera at night the image is just a dark or pixelated mess.

This was after dusk last night:

I then flicked the torch on and discovered that my cat was actually sitting there!

She moved almost immediately which triggered an alert but she had managed to get to that spot without triggering one.

Once the recording finished, the camera revered to displaying the infrared camera but I suspect if I hadn't intervened the camera would have just spent the night showing the dark image and not detecting anything:

[BrookeN]

@a102768 I will look into this and reach out as soon as it has been moved over to experimental build.

[roundball]

@a102768

Wondering if you've had any improvement to your situation?

[roundball]

@WLynne 

Wondering if you've had any improvement to your situation?

[a102768]

Nope but then I am still waiting for the beta firmware to be applied 😐

This was my view of the camera last night while I was waiting for my wife to come home:

After she had pulled into the drive and triggered the camera it changed to this for the rest of the night but I don't think it is transitioning to night mode properly so is missing stuff:

[Edinburgh_lad1]

@WLynne 

The product that you're buying must be fit for purpose. If you're in Europe, under the EU law, your contract is with the seller and any issues with the cameras should be addressed directly with them. This is even after the initial 12 months. The same applies in the UK, even though it's no longer part of the EU. Alternatively, you can speak to your credit card company. I don't know what your rights are if you live elsewhere, but it's worth talking to your local citizen advice place or local council/trading standards office to find out.

If I were you, I'd consider returning the cameras. 260 days is long enough for a product to work as it should, and you're of course right that any issues should have been addressed before the product is released.

[roundball]

@BrookeN  ...and anyone and everyone

UPDATE – 12.06.24

My 5s Firmware has recently been # 1.050.33.9_99_88d5709.

( The absolute worst 5s cam feed performance I’ve experienced )

Today, checking as I often do…saw my firmware had been changed once again.

Zero communication that it was coming or had been changed.

Current # is now 1.050.33.10_105_3a163f7

Does it show the specific date it was installed anywhere in the UI ?

Anybody else have Firmware # 1.050.33.10_105_3a163f7 ?

Anybody know if this is another Field Trial or Production ?

Thanks

[GW1a]

@roundball yes mine has been updated to this same firmware, and I too have noticed its resulted in reduced performance.

[roundball]

@GW1a 

Thanks…and just so I’m clear, which update are you referring to?

# 1.050.33.9_99_88d5709

OR

# 1.050.33.10_105_3a163f7

[GW1a]

@roundball # 1.050.33.10_105_3a163f7

[roundball]

@GW1a 

Appreciate that, thanks.

There doesn't seem to be any end to the constant problems.

Back in September Field Trial # 1.050.33.6_71_393f539 was installed.

All of my WIFI 5s cams started working as they should.

Fast, clear, catching all motion, immediate notification, posting to Feed quickly, etc.

Arlo should have left it alone...but after a few weeks of me thinking they'd finally got 5s things working properly...they changed the Firmware again and my 5s cams have been screwed up again ever since !

[roundball]

@BrookeN 

Can you have a previous 5s Field Trial Firmware installed for me ??

You might recall my posts that back in September, Field Trial # 1.050.33.6_71_393f539 was installed on all my WIFI 5s cams.

They all started working as they should...with fast, clear, catching of all motion, immediate notification & posting to Feed quickly, etc.

But after a few weeks of me thinking they'd finally got 5s things working properly...they changed the Firmware again and my 5s cams have been screwed up again ever since !

Can we please try that FTF reinstall on my cams to see if it still works great ?

[roundball]

@BrookeN 

Reference my recent question:

"...Can we please try that FTF reinstall on my cams to see if it still works great ?..."

....................................................................................................................................................

My request assumed Feed related problems are caused by 5s Firmware.

To be honest, maybe it has nothing to do with the 5s Firmware...maybe the Feed problems are caused by Arlo's main site software or something, don't know.

I guess we should hold off reinstalling older FTF Firmware until we get an answer on that...on what actually controls the Feed related activity and problems.

Thanks

[BrookeN]

@roundball can you tell me specifics of what you are seeing on the Pro 5 that is not the normal behavior so I can look into this further?

[roundball]

@BrookeN 

Thank you for your offer BrookeN.

Current 5s issues…Reference:

After the year’s 5s problems, the absolute best overall 5s performance was with

Field Trial Firmware # 1.050.33.6_71_393f539

Ever since it was installed / operating on all 4 of my WIFI attached 5s cams, everything appeared to be working as it should have.

Very fast, clear, catching of all motions, immediate notifications, followed by posting to Feed quickly withing seconds, etc…every day for a few weeks.

Then arlo changed my Firmware again and all that performance has been poor since.

No longer catches every detailed motion…and the quickness of notifications of motions is slower.  Then the posting of the motion to the Feed is slower.

Example:

Under that FTF, a UPS truck could pull into the driveway and the driveway 5s cam would notify immediately…posting would show the driver opening his truck door, recording him walking down the driveway.

Then as he got further down the driveway, the front porch 5s cam would see him coming, notify, and the recording would include him turning off the driveway onto the walkway to the front porch.

Meanwhile, I’d get up, go to and be opening the front door as the driver was approaching the steps.  Often ask if he’d like a bottle of water, etc.

But since arlo replaced that excellent FTF, now by the time I get notifications & recordings, and make it to the front door, the driver has already delivered the package and walked all the way back to and  gotten into his truck...sometimes has even backed out of the driveway.

( FWIW...I've also kept up with new versions of the arlo UI app. )

My latest thinking to try and troubleshoot this is to reinstall

Field Trial Firmware # 1.050.33.6_71_393f539.

And to minimize changes for arlo, we can just install it on one spare 5s cam I have, which I can mount alongside an existing 5s cam to compare possible performance differences.

Let me know, thanks

[Edinburgh_lad1]

I find it extraordinary that one almost has to beg this company for their product to work. Complete subversion.