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.