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 Jeff has been in contact with you correct? 

[roundball]

@BrookeN 

Yes...Email, I replied / explained all, etc.

Thank you BookeN

[roundball]

05.24.25

@BrookeN  and all

Have decided to pause my part-time-arlo-5s-camera-technician-job.

😊

Will store the 5s cams and periodically check for new versions throughout 2025.

I’ve restored my home security system to my excellent Pro4 cams, inside & out.

Thanks to all those who have interacted along the way…

[Edinburgh_lad1]

That's terrible that you feel you have to do that.

 I'd sell them. Looking into my crystal ball, I can see it's going to be some time before the issues are resolved, if at all. 

[Ocxid]

roundball

Thank you for your service.🖖

[roundball]

@Edinburgh_lad1 

Agree I shouldn't have to do that...but I am so tired of the amount of my life being consumed by arlo 5s issues I'm worn out dealing with it.

Aside from the Pro4 audio static noise that arlo claims they can't fix  ( so I have audio turned off )  the optical & various adjustments quality of the Pro4 cams are noticeably better than the 5s cams, so my home security system is good and reliable again.

I couldn't in good conscience sell them without clarifying the reason being that I can't rely on them for good protective home security.

If arlo wants to do a cash-back to me, as they should, I'd accept that.  

[Edinburgh_lad1]

>  If arlo wants to do a cash-back to me, as they should, I'd accept that.

If you're in the EU and the UK, you are thankfully protected by excellent consumer laws. As your agreement is with the seller, you should approach them, not Arlo, unless you bought them directly from them, arguing that these cameras are not fit for purpose. This is because your situation with Arlo Pro 5 constitutes a breach of the sales contract, and you're entitled to seek legal remedies. 

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl#:~:text=of%20the....

[roundball]

@Edinburgh_lad1 

Not EU or UK...in the US.

As an aside, the past few days have been as different as night & day with my former Pro4 cam system back in place...4 inside / 4 outside.

Everything works like it always did / like its supposed to.

Recordings are razor sharp, excellent color, and with long range.

So much so, I had to reinstall an activity zone on the driveway cam so it wouldn't keep recording vehicles at the street 105 feet away.

Life is much better again...

[LBY]

I just went threw an hour on the phone trying to get my new pro 5 and my doorbell 2nd gen  to send me notifications and we can't get them to. Sometimes the pro 5 worked and sometimes not. The doorbell I was told only now sees at 13' wow that's terrible. New and improved not at all good. Very very saddened by the new cameras.

[roundball]

@LBY 

Understand completely...if you've still got Pro3 or Pro4 cams, my suggestion is go back to them now and don't waste months of your life assuming the 5 is going to become problem-free because it hasn't in a year & a half...track record odds are zero that it ever will.

[Edinburgh_lad1]

I agree with @roundball 

[chicane]

Support have reached out to me and offered me a refund for my Pro  5S devices (thanks to @BrookeN's involvement). 

Is this Arlo conceding they cannot fix the issue? I'm beginning to think so.. 

[AlixO]

Hi @BrookeN - can I please also have a refund? My replacement Pro 5s are missing events. I haven’t been posting about it because, like others, I don’t have the time or energy to keep dealing with these faulty Pro5s, but the performance is still poor, intermittent, and they don’t work as they should. 

[Edinburgh_lad1]

Either they can't fix them, or they have had enough of this thread. Great result, though. Hope you can purchase something more reliable, Arlo or otherwise.

If they can't fix them, then that means my ultras are probably not going to have better motion detection either.

One of them fails to record moving objects  just 2m under its nose 😱

[GW1a]

@BrookeN is this refund being offered to all regular participants on this thread still battling with their Pro5 cameras? The replacement I was sent has provided no improvement in performance; I'd be interested to try a Pro4 replacement if that's also an option?

[AlixO]

Yes @BrookeN - can you please confirm that a refund will be provided? I’ve located my receipt from 12+ months ago, and can DM it to you. While the replacement Pro 5s are performing somewhat better than my original pro 5s, which never performed properly, they are still missing events, including people walking right under the Pro 5 above my front door. Notifications continue to be laggy and the motion field appears to be incredibly small - animals and people don’t trigger a recording until they’re right under the camera, which is even worse than the original Pro 5s, and certainly worse than the Essential Spotlight cameras I had in the same location. I have no confidence in using the cameras for their intended purpose - as security cameras. They’re advertised by Arlo as security cameras, and they clearly aren’t fit for purpose. I appreciate Arlo sending me the replacement cameras, but they haven’t solved the underlying problem of patchy and unreliable performance. 

[AlixO]

@BrookeN - I would also be prepared to accept 2 replacement Pro 4 cameras, as an alternative to a refund for the 2  Pro 5s cameras. 

[BrookeN]

I will look into this and let you know as soon as possible. 

[roundball]

@BrookeN 

Yes, please consider me as well...be glad to return my new 5s replacements for Pro4 cams instead.

Thanks

[GeneralMeow]

@BrookeN 

Throw me into this refund as well. Pro4s would be a good replacement.

The other day one of my Pro5s didnt record or alert on anything right in front of it for an entire day!  I could live stream so it was working, then i walk in front of it and nothing.  But my doorbell cam caught everything in the same line of sight.