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]

@AlixO let me look into this and I will provide an update soon. 

[AlixO]

Thank you @BrookeN. I just tested one of the Pro 5s again by walking in front of it a few times - the spotlight came on but there was no recording and no notification of any motion. 
The firmware on both my Pro 5s is 1.050.33.10_105_3a163f7. According to comments on this thread, that seems to be the latest field trial firmware, but there looks to be a more recent production firmware. Should I have the more recent production firmware on my Pro 5s?

I’ve tried restarting both cameras twice and it hasn’t resolved the issues. 

[roundball]

@AlixO @BrookeN 

AlixO, reference your comment:

".....It’s now been 9 months since I purchased them - they barely worked from the get go.  "...then there seemed to (eventually) be a fix..." and now  their performance has reverted to the terrible level it was at when I bought them.

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

I've had the same problem...and am still waiting to have what was the excellent Field Trial Firmware # 1.050.33.6_71_393f539 reinstalled on my 5s cams...but zero arlo communication on my repeated requests.

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

Reference my past open requests:

5s cam operation / performance continues to be poor quality that it’s been for a very, very, very long time.

EXCEPT….. for a few weeks during September / October, when a new

Field Trial Firmware # 1.050.33.6_71_393f539 was installed on my 5s cams.

Everything suddenly worked as the 5s cams were advertised they would.

Everything was fast, clear, catching all motions, immediate notifications, quick postings to Feed in 10 seconds, etc.  Excellent quality operation for a few weeks.

The bad news is that after those few weeks from September into October…thinking arlo had finally fixed the 5s cam problems…arlo suddenly changed the firmware again and the 5s cams haven’t worked properly any time since that excellent Field Trial Firmware was removed from my 5s cams.

I’ve repeatedly asked to please reinstall

Field Trial Firmware # 1.050.33.6_71_393f539 on my 5s cams.

But amazingly, no willingness to work with me in an obvious perfectly working situation they should be able to learn from…instead, they just keep changing firmware and my 5s cams just keep failing.

[BrookeN]

@roundball and @AlixO you are both moved to the 1.050.33.6_71_393f539 build. Remember though you will not see these changes tell tomorrow. 

[roundball]

@BrookeN @AlixO 

BrookeN, you are just too good !!

😇

We should learn something, one way or another.....

[BrookeN]

Let me know if you see improvements with the behavior you are seeing in a few days. 

[AlixO]

Thank you @BrookeN  - I’ll let you know how it goes once it’s installed. 

[mr_michaelgc93]

Hi BrooKeN,

My Pro 5S is running 1.050.33.10_105_3a163f7 but it is having the exact same issues described in this thread as others have experienced. I have tried everything including motion detection sensitivity changes and can confidently say it used to perform much better on previous firmware versions / closer to when I first installed it. If I could please have it rolled back or put on a different field firmware I would greatly appreciate it.

Michael

[a102768]

My Pro 5 is also running 1.050.33.10_105_3a163f7 and, although it doesn't capture as many things as my Essential  that I have put back up to compare and contrast it with, I am not seeing bad lagging or many missed alerts (except at night).

I do find if I live stream on my phone it can fall further and further behind and a few times my wife has been able to park her car, come into the house then watch herself coming home on the 'live' stream.

One thing I have noticed is that the Pro 5 captures a much longer recording and almost seems to preempt things as I often have a second or two of video before a car or other object appears so it is almost as if it is constantly streaming back to the cloud and segments of interest are then turned into an alert. The Essential definitely looks like it is just reacting to triggers so captures less.

As others have mentioned, I do wonder how many of the issues people are experiencing are cloud and internet latency related. I am in New Zealand so will see very different periods of congestion to others.

@BrookeN , if you haven't seen my reply to my other thread yet, can I have my animated notifications back please?

[roundball]

@BrookeN 

Good morning BrookeN…just a little brief feedback.

I noticed that Field Trial Firmware # 1.050.33.6_71_393f539 had been installed on two of my five 5s cams during the night, but not the other three.

If / when you get a moment, if you could notify your contact to install it on the rest of my 5s cams I’d appreciate it.  ( your contact can find all my cams listed on my Subscription plan )

Thanks again for your support…

[BrookeN]

@mr_michaelgc93 I will let you know when this is done.

@a102768 I can move you to the field trial as well and see if it works better for you if that is something you are wanting. I will search for your other post today. I am not sure if I have seen it or not. 

@roundball I am checking, I will reach out as soon as I can. 

[BrookeN]

Alright @roundball I have got the others moved over. As usual you will need to wait to see those changes. @mr_michaelgc93 I also have yours moved over. @a102768 I answered the other post you were referring to as well. 

[GW1a]

@BrookeN could I please be moved onto the field trial as well please to see if it improves the performance of my camera?

[BrookeN]

@GW1a you sure can. I will let you know when that is complete. 

[BrookeN]

@GW1a that has been done. Generally it goes onto the cameras in the middle of the night, so you will not see the change tell tomorrow. 

[GW1a]

@BrookeN thank you.

[roundball]

@BrookeN  .....reference your recent post:

@roundball and @AlixO you are both moved to the 1.050.33.6_71_393f539 build. Remember though you will not see these changes tell tomorrow.

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Afternoon BrookeN…“Learn something new every day”.

After your above note about being moved to the  1.050.33.6_71_393f539 build...it sounded like they were in a queue for the Firmware update tonight.

On a hunch, I went to one of my remaining 5s cams and clicked “Restart”.

After doing that the pending Field Trial Firmware # 1.050.33.6_71_393f539 appeared in the 5s queue as an available firmware update.

I did the normal firmware update step and it installed as firmware normally does.

Repeated “Restart” on the remaining 5s cams and they all did the same just fine.  

So now all my 5s cams are at Field Trial Firmware # 1.050.33.6_71_393f539.

It was outstanding for me back in the September / October era.

No idea yet if it’ll be as good now, due to all the constant other changes arlo has been making trying to get these things working…but should know in a couple days.

PS:  Now that I’ve reinstalled that previous FTF version…can you please verify that arlo has my account flagged or something in place to prevent any other routine Firmware updates from being forced out onto my 5s cams unless / until I’m involved / agree ??

If not, arlo could unknowingly over-write this older FTF version again like they already did back in October…please let me / us know.

And thank you for your help…you’re the only one we can count on.

[roundball]

The Arlo Secure UI App has a new version 5.5.1 posted on the App Store.

Having just had the previously excellent FTF version...( I used in September / October time frame )...installed on my 5s cams, I'm not going to introduce any other changes until I see if / how well that previous FTF version works in today's current arlo 5s environment.

Meanwhile, my question is:
Does anyone happen to know specifically if any of the  latest pending UI changes / improvements are supposed to address any of the current 5s issues?

Thanks

[chicane]

@roundball i highly doubt it.
The woes we see are unlikely to be mobile application related, rather device to server. 

[AlixO]

Hi @BrookeN - I’m having major issues with my cameras. This time, one of the Essential Spotlight cameras was also playing up, as well as the 2 Pro 5s. 
The Pro 5s firmware was updated with the older filed trial firmware after you arranged that - the front door camera picked up the postman on Friday so it seemed to be working. However, this evening (Saturday), I tested the cameras by walking in front of them because often they don’t work well in low light. Neither of the Pro 5s picked up anything when I walked in front of them multiple times, waving my arms. So, worse motion detection than ever - they weren’t detecting anything and the spotlights weren’t coming on once it got dark. One of the Essential Spotlights was the same - there’s nothing wrong with my internet connection. To try and resolve whatever is going on, I deleted the app and reinstalled it. Then I removed all 4 of my cameras and reinstalled them from scratch. The front door (Pro 5), side garden and side garage (both Essential Spotlights) all came back online and started recording motion again. The front door reinstalled version 1.050.33.10_105_3a163f7. However, the garden camera (Pro 5) has completely stopped working. During the reinstall process (which I’ve tried 3 times), I had to manually synch the camera to get the blue light to flash (the other 3 started flashing on their own). After reinstalling, all I could do was access the live feed. I did a motion test and the orange light flashed but no recording and no notification, even though it’s set to arm away. When I reinstalled the garden camera, it installed version 1.050.33.6_71_393f539, but during the install process (all 3 times) it stayed jammed on the last stage where it sorts out the video bandwidth and wouldn’t connect (I’ve attached a screen shot). Although I could initially access the live feed, it won’t connect at all now, so is completely useless.
I have no idea what to do to try and fix this issue - given the camera seems to have completely malfunctioned and won’t reconnect (all 3 other cameras are connected), and there have been ongoing performance issues since I purchased it 9 months ago, can you please authorise a refund through Arlo? The store I purchased the cameras at won’t refund me after 9 months. I can’t keep dealing with the lack of performance (and I shouldn’t have to) and I need to replace at least the Pro 5s that won’t work at all now with a working camera. I don’t use these cameras for fun - I use them for security. While I appreciate that you have tried to help to sort these issues out, this has gone on long enough and based on today’s events, is getting worse, not better. The fact these cameras aren’t working is causing me significant stress and anxiety and I expect Arlo to provide a solution. 

 

 

[AlixO]

@BrookeN - an update to my post above. After spending ages googling online to see if I could work out how to fix the garden Pro 5s, I did a factory reset (pressing the synch button until the orange light flashed) and then reinstalled it again. It went through the reinstall process properly, and has come back online with the ‘105’ firmware version - so now both my Pro 5s are no longer on the earlier field trial firmware. I’ll keep testing them tomorrow to see what their performance is like, now they have been reinstalled. I’m fairly disappointed they randomly stopped working to begin with - surely that’s not normal. In sheer desperation, I also upgraded my subscription because it seems the one I was on no longer exists. So now I’ll be paying more each month for cameras that continue to give me grief.