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. 

[StephenB]

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@Edinburgh_lad1 wrote:

And yes @StephenB , 

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My comment the missed motion from @roundball's camera was beyond the spec'd motion range was specific to that specific camera and was based on his screenshot of the field of view and what he posted about the motion his camera was not detecting.  I asked him whether he was also missing motion that was within 25 feet of the camera, and got no reply.

I did not say that motion within the spec'd range was never missed by Arlo cameras.

[roundball]

General question and CC for @BrookeN :

For those receiving replacement 5s cams, are they literally new cams?

( in a new sealed manufactured cam product box with mounting bracket, power cable, battery, paperwork, etc. )

Or just cams that were surely pre-owned / returned by someone else...arlo plugged them in...if they happened to work, then arlo declared them OK and sends them back out as "warranty replacements"?

( in a plain box without any of the typical "new manufactured" items in a new unopened box )

[a102768]

Mine looked like a new boxed retail version.

[GW1a]

Replacement camera arrived in a small plain brown box, just the camera though, no battery, cable or anything else.

[Edinburgh_lad1]

These are likely to be customer returns or reconditioned cameras, especially if there is a high return rate. My audio doorbell was a new and boxed product, though, but my Ultra replacement was either a customer return or a reconditioned product. 

[a102768]

Mine came from Australia as I am in New Zealand which may be why I got what looked like a new retail one.

[BrookeN]

@roundball I am not in charge of the returns and replacements, it is not my department. I am unsure what they send as replacements, you would have to contact customer support to ask, they would know more regarding that question. 

[roundball]

To all…strange activity on a 5s cam…

can’t find any settings or causes that makes this happen…any first hand knowledge would be appreciated.

Intermittently one of the 5s cams records an event but it does not log / appear in the ‘Feed’.

However I found if I tap on that cam’s  normal picture, the picture moves up in the screen and the recorded event is listed below it, same as if it was in listed in the Feed.

I’ve ‘restarted’ the cam.

And noticing there have been 3 or 4 UI software updates in just the past few days, I’ve even completely removed / reinstalled the UI in case something got clobbered there.

Cant figure out why it’s doing this…

[roundball]

Just got a new retail replacement 5s cam package from arlo.

As soon as I got it installed to test it out, it automatically went into the Firmware Update mode, stopping at:  # 1.060.34.0_18_ba887f3

That's different from what I understood was the latest production firmware that was downloaded on my 5s cams a few weeks ago.

But when I look for any outstanding firmware updates for my existing 5s cams, it says "no updates available".

Anyone 'know' what this 5s Firmware # is?

Field Trial Version?   Production Version ?   Old?   New?

Thanks

[chicane]

@roundball being a new sealed box camera it'll have the latest general/public firmware. 

[GeneralMeow]

@roundball 

1.060.34.0_18_ba887f3 is the version I have too.  I've had it for a while.

[roundball]

@chicane @GeneralMeow @BrookeN 

I just shake my head at how this camera support seems to occur.

If Firmware # 1.060.34.0_18_ba887f3 is the latest production firmware, why isn't it automatically available to all 5s users ??

All my poor operating 5s cams have firmware # 1.060.34.0_18_4286fd3.

When I check for any upgrades, they're told "no updates available".

How can I get them to be able to download 1.060.34.0_18_ba887f3 ?

[GeneralMeow]

@roundball 

From what I'm told, the Pro5S had a different code version for that region than the Pro5, which I have.

[roundball]

@GeneralMeow @chicane @BrookeN 

The new cam I received is a Pro 5s...and it upgraded its firmware to the same one you have.

The latest problem now is how do I (we) get our down level 5s cams firmware upgraded.

[Edinburgh_lad1]

One way to get an Arlo camera to upgrade its firmware is to restart the camera and/or hub. Alternatively, you can remove and re-add the camera to the account which should trigger the firmware upgrade process. 

[roundball]

@Edinburgh_lad1 

Thanks...but unfortunately that hasn't worked...have restarted cams, base stations, and literally removed then reinstalled a 5s after first resetting it to amber blinking leds, then blue blinking leds, read the code to get the chimes, etc.  It didn't automate firmware updating, and a manual attempt still gets the "no updates available" message.

My personal opinion is that I think whenever there were special forced manual firmware downloads, I suspect something was altered so that could be done manually, and as a result the normal automatic firmware checking was blocked or something under those conditions,

[GeneralMeow]

@roundball  a couple of months ago I had 2 Pro5's with different versions for weeks.  Even after many reboots.  Then miraculously, the other one updated in the middle of the night.  I would prefer during a reboot of the camera it would check for new firmware, can that be a feature request?

I dont know the algorithm of update methods, but you may have to wait a while.  Maybe ask Support to force an update via serial number?

[roundball]

@GeneralMeow 

Well, I burned out from wasting so much time with 'support' that I won't waste any more time with them.

Have gotten much more done here with knowledgeable people in this Community.

There has to be a way to get our current 5 / 5s cams firmware update feature working again like it's supposed to.

Hopefully someone with arlo in the Community will initiate some action.

[Edinburgh_lad1]

This highlights the necessity for the user to be in control of firmware updates and these being available centrally, i.e. for downloads on the user's platform and then to be uploaded to their system.

I think that eventually yours will update, too. Just give it some time. The mods can also initiate firmware updates, so you can ask them for that, too.

[StephenB]

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@roundball wrote:

@chicane @GeneralMeow @BrookeN 

If Firmware # 1.060.34.0_18_ba887f3 is the latest production firmware, why isn't it automatically available to all 5s users ??

All my poor operating 5s cams have firmware # 1.060.34.0_18_4286fd3.

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The fact the only the suffix is different suggests that the firmware is functionally the same.  This could be due to different cameras having different hardware revisions (and needing slightly different firmware as a result), or it could be a regional difference as @GeneralMeow says.

More broadly, when when firmware is just released, Arlo usually does a phased rollout.  Often it reaches Europe last - which I think might be related to the agreement they have with Verisure.  But I don't think that is happening here, since this firmware was released in February.

FWIW, my Pro 5s is hardware revision H3, and I am in the US.  It is also running 1.060.34.0_18_4286fd3

[Edinburgh_lad1]

It's region by region but also it depends on how severe the need is to update firmware - so, critical Vs regular. Indeed, until recently Verisure wouldn't release firmware updates because that aspect of co-operation between them and Arlo wasn't signed at the time from what I know. 

[roundball]

@Edinburgh_lad1 @GeneralMeow @chicane @StephenB @BrookeN

FWIW I installed some replacement 5s cams today, thanks to @BrookeN.

(  hardware VMC4060AerH53 and Firmware 1.060.34.0_18_ba887f3  )

[roundball]

@chicane @Edinburgh_lad1 @GeneralMeow @BrookeN 

A few days before replacement 5s cams arrived, I’d received what appeared to be a ‘form’ Email announcing about shipment, using RMA numbers, pre-paid return address labels, etc.

So, I made copies of each cam’s paperwork, put them in heavily padded shipping envelopes, then put those inside the original larger padded shipping envelopes.  Then all of them inside a sturdy shipping carton.

Last step was to get the prepaid return address labels well taped onto the shipping envelopes.

But…it turns out...there were no prepaid return address labels with any packages...no address to get them and print them.

What has anyone else experienced with this 5s replacement situation?

[StephenB]

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@roundball wrote:

But…it turns out...there were no prepaid return address labels with any packages...no address to get them and print them.

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Their RMA policy is that you pay for shipping the defective cameras to Arlo, and Arlo pays for shipping the replacements.

FWIW, this is not unusual - Seagate and Western Digital both do exactly the same thing with their disk returns (just to give two examples).  But I think it would be better if they paid for shipping in both directions.

[roundball]

@StephenB 

FYI.....INSTRUCTIONS WITH EACH 5s CAM:

Your replacement unit or accessory has been successfully processed.

Upon receipt of the replacement unit, we request that you return the defective unit within 7 days of receiving the replacement.

To facilitate a hassle-free return experience, we have included a prepaid label for you.

Shipping Instructions

•          Package items securely.
•          Include your contact information with your name, address, phone number, and RMA number inside the package.
•          Clearly write your RMA number on the outside of the package.
•          Attach the prepaid label securely to the outside of the package.
•          Drop off the package at your nearest FedEx location.