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. 

[chicane]

@WLynne I doubt they can fix it, they have had ample opportunity to do so.

Not that they will be open and honest about it. 

[BrookeN]

@chicane support has reached out to you numerous times, can you please respond to their emails. 

[chicane]

@BrookeNThey tried to call me earlier this week when I was working. I tried to email them 4 times with no reply (but you know that as I sent to you via direct message), not before they closed the case.
But thanks, I spoke to them yesterday. 

[Edinburgh_lad1]

There are a number of themes that we can now identify on this forum, one of them being the shocking, or rather non-existent, Arlo customer service over the phone and by email, which is now a fact, rather than a matter of opinion. Though, I must say that the support provided by @BrookeN on this forum is top class; sadly an exception rather than the rule. Apart from James, are any other Arlo bosses reading this forum? Is anyone from the management taking heed what we as users are saying? (Hope this is not a rhetorical question.)

[roundball]

@Edinburgh_lad1 @BrookeN 

And particularly in light of your factual points about support in general...there is no question we are very lucky this community forum has such a strong customer support moderator as @BrookeN.

Top-Notch in all respects !!

👌

[BrookeN]

@roundball and @Edinburgh_lad1 Thank you I appreciate the kind words!

[chicane]

@BrookeN hello and thanks for your ongoing assistance.

Could you please chase support again regarding the refund offer?

They certainly are not making it an easy option. 

[AlixO]

I’m having trouble with support too. They sent me an email 3 weeks ago about replacing my Pro 5s - the email said I’d hear from them again within 2 business days but I haven’t heard anything since.

[roundball]

@AlixO @chicane 

Pretty much the same here...knocking on a month since told they'd send Pro4 replacements for my 5s cams...haven't heard another thing since.

[roundball]

@chicane @AlixO @Edinburgh_lad1 @GeneralMeow

FWIW, my latest understanding of Arlo's position now is that Arlo does not have any Pro4 cams to send out as replacements for the unusable poor quality 5s Cams.
No $$ offer made so that I could buy some from Amazon, etc. 

[AlixO]

That’s what I’ve been told too @roundball . I’ve asked for a refund but haven’t heard anything yet. I moved my Pro 5s cameras to new positions recently, where I’m not as reliant on them for security. One of them doesn’t send notifications anymore when motion is recorded, despite being set up to send notifications. The other one kept recording audio even though I’d turned that setting off - I had 85 recordings one night because it was windy. I just want to get rid of these ridiculously defective cameras with a refund. 

[BrookeN]

@AlixO it may not have been recording due to the sound. Could it by chance have recorded due to shadows or trees swaying? I have reached out to support regarding your request. I am waiting on a response then I will reach out to you. 

[GeneralMeow]

@roundball 

Wish that we could have gotten direct response from Arlo instead of hearing nothing for 2 months.  no replacement or refund.  just a rusty spiked bat up the rear-end with no lube.  i'm sure Arlo execs were saying "..those stupid users!  LMAO... trollolololo.. lets send more email spam for more fire-sales on Pro5's to gain more suckers... LMAO... bigger bonuses for us! ..."

And i'm tired of seeing other users posting about having the same problems as I did only to be told "...its your Wifi...".  STILL!!!  at what point do you just NOT say anything and accept the fact that the pro5 is buggy.

This is a prefect case for a class action.  There are US laws of warranty of merchantability.

Apparently, even cancelling is impossible with Arlo.

[AlixO]

Thanks @BrookeN . 

It wasn’t recording due to motion - I had zones set up so it didn’t record moving trees. I rebooted the camera and it’s stopped doing it now. The audio icon was also showing as active, when audio recording was disabled, and the recordings were coming through as ‘audio’ (not ‘motion’).