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]

@Wolfpretzel @BrookeN 

Thanks for the suggestion Wolf...I'm also thinking that maybe instead of setting up a new operational testing account for a few days, I might be able to do something simpler / quicker for just an initial basic test.

Since the arlo cams & base stations communicate with each other locally...and my iPhone & UI communicates through my in-house network locally...I should be able to just unplug the house from the Internet to shut off arlo website connection.....and run some local tests with my UI still working.

[Edinburgh_lad1]

Even for local storage you need access to the internet. Arlo cameras also communicate via Arlo servers when you use local storage, so you can't not have an internet connection.

[roundball]

@Edinburgh_lad1 

Interesting...I've seen posts about doing exactly what I mentioned.

So if a customer decided NOT to use arlo subscription service.....none of the arlo cams / base stations work with local recording ? 

[StephenB]

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@roundball wrote:

Interesting...I've seen posts about doing exactly what I mentioned.

So if a customer decided NOT to use arlo subscription service.....none of the arlo cams / base stations work with local recording ? 

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You might have misunderstood them. You need an internet connection whether you have a subscription or not.  Everything connects via the Arlo Cloud.

If your internet goes down, then local recordings continue.  But you won't be able to access them in the app until the internet comes back onlne.

This is very easy to test, just disconnect the WAN port on your router.

[roundball]

@StephenB @Wolfpretzel @Edinburgh_lad1 

1) Got everything set up & tested for local recording first.

2) Then disconnected the Router from the Internet.

3) Things continued to work / record locally for a minute or two.

4) Then both Base Stations went off line, would not work.

5) Reconnected the Internet / rebooted the Base Stations.

6) All working again.

[StephenB]

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@roundball wrote:

3) Things continued to work / record locally for a minute or two.

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Any existing direct connections between the phone and the base and/or cameras would continue to work for a bit.  But not for long, since the solution is built around the Arlo Cloud.

[roundball]

@StephenB 

Yes, appears to be the case...don't understand why arlo would do that.

🙄

If there is a local option...then let it be a "LOCAL" option !

[StephenB]

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@roundball wrote:

don't understand why arlo would do that.

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The foundation of their solution has always been their cloud.  Local storage was originally just for backup.  Direct access to local storage was rolled out in response to backlash in 2018 when they dropped free 7-day cloud storage for new models.

[Edinburgh_lad1]

You can't even block update servers because your SmartHub/camera(s), if they're directly connected to the router,  establish a VPN(-like) connection to Arlo servers, Arlo manages to push those firmware updates out to your devices. I presume that's because the system uses the same port or ports as regular Arlo traffic, so if you were to block those ports on your router, you're also going to block all traffic to Arlo servers. I presume this is also the reason why there is a wee delay when opening live view. It's a system designed with security in mind indeed. Similar to encrypted DNS queries, which can't be separated from regular traffic, unless you use a different port for queries only, and another for the rest of the traffic. 

[StephenB]

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@Edinburgh_lad1 wrote:

so if you were to block those ports on your router, you're also going to block all traffic to Arlo servers. 

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... and every secure website on the planet, since Arlo uses port 443 (https).

[roundball]

Assumed the requisite software for local was in the Base Stations.

Spoiled from years of equipment like laptops, etc...as you know, unplug the Internet, work locally on things as long as we want...reconnect when we want.

Thanks for everyone's input...

[chicane]

@roundball if you want to record locally instead I dare say you are better off selling your Arlo cameras and going with a another NVR based system. The point of difference for Arlo (and one of the key reasons for me choosing them) was the cloud based recordings. If someone breaks into your house they generally steal the NVR (network video recorder) along with the footage.

Obviously there are other dependencies for functionality (internet connectivity) but this is the target use case. Local recording is not as feature rich.

Moving forward, I'd like this thread to remain on topic please. Squarely, Pro 5S missing events. Feel free to start another thread for other topics if you wish.

[chicane]

@Edinburgh_lad1 

1. I agree, a total cop out from Arlo C-level. On brand though with failing to meet customer expectations. 

2. I totally get the same feeling. Marketing gloss aside, they seem to be unwilling or incapable of clear communication.

3. I agree, the 12 month code is paltry compensation but it was at least something. 

[chicane]

Hi All,

While we are busy focusing on this being a firmware issue, we are assuming that Arlo have their cloud storage platform in order. Not that we have any insight into this or could get any honest answers easily, but I do wonder if Arlo has scaled their platform properly?

What if they have sold more cameras (generating more events) than the cloud hosting platform can ingest? What if the missing events are streams that are failing to record due to insufficient slots/capacity? 

It would explain why we see this affecting the latest gen products (Pro 5/Pro 5S, Arlo Video Doorbell 2K, etc) where older products work OK. They may be recording to different servers.

I am clutching at straws here, in the absence of honesty from Arlo. 

[Edinburgh_lad1]

@chicane cloud based recordings with WiFi cameras isn't the way forward if one requires a system that is thief proof. The thief is likely to disrupt your WiFi, as posts on different forums state, rather than look for your storage. So, if you're concerned about that aspect of things, I suggest an ethernet camera and a cloud storage. 

In relation to your other post, I don't think it matters what servers they use. For example, I re-connect my Arlo HD from time to time, and I've noticed no difference. But you never know.

[roundball]

@chicane 

FWIW...to the best of my ability, I keep my posts oriented towards the ongoing 5s quality issues...provide detailed 5s experiences, firmware experiences, etc.

IE:  Recent posting was about moving some 5s cams to a Base station to see if that might have any effect on 5s notification / recording quality...was asking for opinions on how best to approach 5s testing considerations in that configuration, possibly local recording, are Internet connections needed, etc.

[Edinburgh_lad1]

It's also a forum, primarily orientated towards user-to-user support, and not a private chat/support section. Just saying.

[chicane]

@BrookeN any updates, please?

[Edinburgh_lad1]

@chicane honestly, my recommendation is that you sell or return (not fit for purpose) your Pro5s and get a Pro4 or a different system. It's been now nearly a year and your camera is not fixed yet. While they can provide a temporary fix, it's likely, based on my experience, that something else will crop up in future firmware/software releases. Personally, I've not had any trouble free operation of this system - as a minimum it works, but it's plagued with issues ranging from small issues to bigger ones like yours or related to other issues. Certainly, for the money I spent, I can categorically state that I'm not getting what I paid for (cf. the Philips Hue system which offers high standards in terms of support like replacing faulty bulbs or software/firmware upgrades with new features that are a step forward rather than back). In fact, none of my other systems have had such issues and the extent of such issues - they just work and work well, and if they're issues, they're resolved promptly and satisfactorily, and, most importantly, they seldom happen.

(As to why I don't sell my Arlo system - my partner doesn't let me! 😹)

[BrookeN]

@chicane you are working with Jeff concerning the behavior you are seeing correct? 

[chicane]

@BrookeN "working with" I would use this term loosely.

my last correspondence from Jeff is in message 739 in this thread. 

While we have been focusing our energy on this being a device issue and overlooking the Arlo server side. 

However seeing performance vary depending on the hour each day (with users in different countries), I believe it is time to challenge this. 

Do you have any insights to my previous message regarding the Arlo cloud hosting platform?