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]

@roundball I have already reached out to you regarding this and you denied my offer. If you would like to continue please follow up on your direct message to me. Thank you. 

[roundball]

@BrookeN 

"...I have already reached out to you regarding this and you denied my offer..."

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

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

To clarify, my response in our previous private messages on this subject was declining "arlo's method".

You said arlo wanted a phone number to discuss via telephone.

That undocumented approach is what I declined....vs. my approach to any business dealings being in the written word via Email.

Let me know if that's changed...and if so, arlo already has six 5s serial numbers in my subscription listing, already has my mailing address, etc.

Thanks

[GeneralMeow]

welp, I indeed jinxed myself.  firmware version 1.060.34.0_18_ba887f3 didnt fix my problems.  had to reboot one of my Pro5 cams this morning, the other one is getting more choppy as well.

One thing I did notice is the video, live or recorded, got more choppy over time.  Like a memory leak.

If there isn't a new hardware rev available for the Pro5 embedded board, then there should be a recall.  I have a feeling the ODM has a driver problem with the hardware and cant fix it for Arlo.

[roundball]

@GeneralMeow  interesting stuff.

I've seen references that there's no difference between 5 and 5s Cams...stating they only have different model #'s for tracking in different parts of the world.

Yet they have different firmware numbers.

( 5 latest Firmware # 1.060.34.0_18_ba887f3

( 5s latest Firmware # 1.060.34.0_18_4286fd3 )

And the UI app only lists 5s as an option to add...no mention of model 5.

And the App Store only lists one Arlo Secure UI for all.

[chicane]

@GeneralMeow ive noticed the choppy video recently on my pro 4 cameras too, also very late almost missed detections. It’ll then be contrasted by (uncannily) very early detections and smooth video, observed specifically this week.

With all things equal on my side, I’ve attributed this to a central (or server side) issue that Arlo gives zero insight into. 

I do agree with your speculation the pro 5/5S having some terminal defect. Unfortunately firmware changes have failed to address this missed events issue and I doubt they can. 

[chicane]

Right now my pro 4 cameras are detecting almost first pixel on edge of frame accuracy.

Nice smooth frame rate too. No judder.

Something must be changing on the server side (congestion?) depending on the time of day.

All things have been equal on my side. 

[GeneralMeow]

@chicane 

Your description of the server backend and Pro4s seems to be what I am seeing too.  Guess I was leaning more towards camera side processing, like more buffering, to fix the transit to the cloud.

Right now, morning EST, My Pro5s are choppy and glitchy in a live stream while the Pro4s are slightly choppy but not glitching.  My older Pro2 stream is fluid, even the recordings.  I have lots of wildlife all day and night that provide good testing 🙂 😀.

[roundball]

@BrookeN 

No replies from you on the question you raised…will also resend this to your account.

.………………………….

@BrookeN 

"...I have already reached out to you regarding this and you denied my offer..."

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

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

To clarify, my response in our previous private messages on this subject was declining "arlo's method".

You said arlo wanted a phone number to discuss via telephone.

That undocumented approach is what I declined....vs. my approach to any business dealings being in the written word via Email.

Let me know if that's changed...and if so, arlo already has six 5s serial numbers in my subscription listing, already has my mailing address, etc.

Thanks

[a102768]

@roundball, I hate to criticise but @BrookeN is just trying to help you! A phone call doesn't seem unreasonable and,  thanks to her, my replacement camera turned up yesterday so I will run them in parallel for a bit to see if there is any improvement.

I was interested to see these differences:

Firmware:

Old: 1.060.34.0_18_4286fd3

New: 1.060.34.0_18_ba887f3

Hardware:

Old: VMC4060AerH5

New: VMC4060AerH53

[chicane]

FWIW my Pro 4 cameras have missed events for 1.5hrs until now 10:24 UTC (apply your own TZ offset).

UniFi WiFI shows client was connected for 15 days. Rest of my network devices are fine. ISP link fine. 

A shame as I noticed a stark improvement with detections, yet it has gone completely the other way. 

I wish some honesty on the state of the Arlo cloud platform and if there a scalability issues causing recordings to not occur. Is this too much to ask @BrookeN?

[chicane]

@a102768 in fairness this is the standard run-around that Arlo Support will do.

They'll send you a replacement camera (they've done this more than once to me) and then mess around with firmware changes. Note, the firmware revision issue fixed the snapshot being taken instead of videos for no good reason. Nothing to do with missed events, whatsoever (I have verbal confirmation from Jeff in L3 support of this). 

However it does give the customer the impression Arlo are trying to help.

The problem is it does not. 

It'll then test your patience to see how long you'll put up with this for. Will you get rid of them and replace with something else?  @roundball and I have felt the pain longer than others. Having it in writing gives a leg to stand on in the future, although I am curious what the voice conversation would entail, I have not been offered a voice chat with @BrookeN despite me asking.

Jeff in L3 support has tried to assist but his responses make feel less confident that Arlo engineering/L3 even understand what the problem is, so how would they be able to solve it. Or they are looking at it from a narrow perspective thinking it's a device issue. Maybe it is! Maybe it isn't? Who knows?

All I know my Pro 4 cameras perform better than My Pro 5S (Pro 5) cameras, most of the time. I suspect the cloud platform is to blame for both devices, however the Pro 5 seems to have more problems. 

[roundball]

@a102768   Ref your comment.....

I hate to criticise but @BrookeN is just trying to help you! A phone call doesn't seem unreasonable and,  thanks to her, my replacement camera turned up yesterday so I will run them in parallel for a bit to see if there is any improvement.

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

For the record, I have always been extremely supportive and complimentary to and about the support BrookeN gives.

Please clarify what transpired via a phone call that could not have been done in a simple message or email ?

Thanks

[a102768]

She didn't phone in the end, possibly because I am in New Zealand so there was a few days delay while she got confirmation that she could replace my camera, but I would gladly have taken a call from her if it had helped the process along. It is a nice personal touch and, for me, is going the extra mile as a simple email would and did suffice.

I am under no illusion that the replacement camera will perform any differently but it is worth a try!

[roundball]

@a102768 @BrookeN 

Thanks for the summary a102768…Hope you get improvement from the replacement.

Glad to hear Email worked fine…with hearing aids plugged into both of my ears I hate trying to use a phone.

😊

[BrookeN]

@roundball I am sorry for the delay in my response I was out of office on vacation. I actually do not make the phone calls for replacement devices I pass the information onto our support team who then creates the replacements. I respond to all the direct messages I receive and provide answers to questions that are being asked. 

[BrookeN]

This post will now be closed as I have reached out to all individuals that are still seeing this same behavior. If there are any other behavior you see please create a new post. Thank you. 

[Edinburgh_lad1]

So, Arlo's way is to close the post. 

[roundball]

@Edinburgh_lad1 

FWIW...the 5s thread was closed and your post got cut off.
Start a new Pro5s problem post and start with you full post text.

Thanks

[chicane]

@BrookeN i am disappointed you're going to close the thread. 

Missed events are still a problem!

[chicane]

Cut off or censored? I saw the reply, valid point @Edinburgh_lad1 Pasted here for reference.

"Imagine the scandal and the inconvenience if it turned out this product isn't actually fit for purpose, and that topic continued for another year and it transpired that Arlo hadn't addressed the issue by then."

[chicane]

@BrookeN was it your idea to consider closing this thread? Or did someone tap you on the shoulder and request you do so?

[chicane]

@BrookeN I have unmarked your reply as a solution because it is not.

Yes, there are two issues mentioned in the subject line but until both are actually fixed this thread must remain open. Thanks. 

[GeneralMeow]

I'm still waiting for an answer on if the "replacements" are a new hardware rev or the same "broken" rev.

This is unacceptable.  Arlo was shoving these Pro5's down our throats with fire sales and how great they are but can't stay working long enough to do what it is stated to do.  I smell class action.

[a102768]

Based on my experience so far with my replacement camera, it is the same broken revision although I wonder given the difference in firmware version whether I now have a US version rather then NZ/Aus one as it is actually worse.

I am running the new Pro 5 in parallel with the old one and it has gone offline the last two nights then magically reappeared in the morning. It is also missing even more events than the old Pro 5.

Another thing I have discovered is that the Pro 5 doesn't have the detection range of my old Essential. I ran my old Pro 5 and Essential in parallel for a bit to compare detection rates but after one of the neighbour's cars was broken in to extended the detection zone of the Essential to capture the road as well and have lots of videos of cars going passed our house. The old Pro 5 is now in the same location and with the same view but doesn't capture any passing cars, just pedestrians on the pavement nearest to our house.

[Edinburgh_lad1]

@chicane 

My edit. I thought it was more impactful to have just one short sentence 😁