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. 

[roundball]

@BrookeN 

Excellent as usual, thanks

👌👌👌

[BrookeN]

@roundball the current Production firmware is 1.040.28.17_195_ac8359b and the current Field Trial firmware is 1.050.33.6_71_393f539 

[roundball]

@BrookeN  ...Thanks for the clarification BrookeN.

So, since there is now a NEW Field Trial Firmware, I assume that means it's better than the previous Field Trial Firmware.

And since the current 'Production Firmware' came from the previous Field Trial Firmware, I assume that means the NEW Field Trial Firmware is also better than the current 'Production Firmware' on two of my 5s cams.

And with my interest in having all 4 of my WIFI 5s cams on the "SAME BEST" Firmware...I assume it makes sense to have them download that latest Field Trial Firmware to my other two 5s cams ??

[deBare99]

YES! YES! YES! I’m so disappointed in my Pro 3 and Pro 5S 2K cameras - lots of missed action. It’s ridiculous after how much money I’ve spent 😡🤑

[roundball]

@deBare99  .....A lot of us feel your frustration as well.

Have you at least gotten the July 5s "Field Trial Firmware" installed?
Or then the replacement 'Production Version Firmware'  installed?

Not a 100% fix of all aggravating 5s problems, but a noticeable improvement in general.

In early July our Community Moderator @BrookeN helped us get 'Field Trial Firmware' installed:

# 1.040.28.13_152_2450fc8.

Then end of July she helped us get the 'Replacement Production Firmware' installed:
# 1.050.33.3_41_9322fd5.

If you need those, send her a direct message request asking for her help.
She'll be back Monday and should see your message then...

[BW32205]

@BrookeN  - would you help me with obtaining (and installing?) the latest trial firmware for the Pro 5s camera(s)?

I have three (3) Model Pro 5 Cameras, H5 hardware / serial  ADW33C7xxxxx

[BrookeN]

@BW32205 I can look into this. However, I am going to need the email address that is associated with the Arlo account. You send a dm by clicking on the envelope icon on the top right of the forum page.

[Killhippie]

Why hasn’t Arlo 5 suddenly running field firmware version  1.050.33.6_71_393f539 it was fine on the latest production firmware version 1.040.28.17_195_ac8359b I never asked for field trial firmware. 

[Killhippie]

Sorry for the typos in my above post, it was made last night and I am on Morphine for pain and I have a severe disability.

Why has Arlo 5 Pro been put on field trial firmware version 1.050.33.6_71_393f539 it was fine on the latest production firmware version 1.040.28.17_195_ac8359b I never asked for field trial firmware, and in the UK its causing no images to be picked up.

[Killhippie]

Arlo UK have put my camera back on production firmware so all is well.

[BrookeN]

@Killhippie let me reach out to the development team, I will reach out to you as I receive an update. 

[BrookeN]

@Killhippie this will be moved back by tomorrow morning. The updates happen within the night. 

[roundball]

@BrookeN  09.19.24 UPDATE:

The latest 5s Firmware  (Field Trial Firmware # 1.050.33.6_71_393f539)  was downloaded / installed on my other two 5s cams last night so now all four of my 5s cams have the same / latest Firmware installed…thank you.

…………………………………………………………………………………………….

OUR PREVIOUS REFERENCE:

Thanks for the clarification that there is a NEW 5s Field Trial Firmware,

# 1.050.33.6_71_393f539.

I assume that means it's better than the OLDER previous Field Trial Firmware.

And since the current Production Firmware came from the OLDER previous Field Trial Firmware, that means the NEW Field Trial Firmware is also better than the current Production Firmware.

Since I have 2 with the OLD previous production firmware…and 2 with the NEW Field Trial Firmware on my four 5s Cams, I’d like to have NEW Field Trial Firmware installed on the other two of my 5s cams as well.

All four 5s cams will have the same / latest / best Firmware installed.

[BrookeN]

@roundball all your cameras should be on the same firmware at this point. 

[roundball]

@BrookeN  Reference your post:

"...roundball all your cameras should be on the same firmware at this point..."

CLARIFICATION, FWIW:

Only the Four 5s cams I have on WIFI are now on the same Firmware.
I've held off installing any other cams due to all the 5s problems.

If / when 5s problems ever all get resolved, I'll install others and get their Firmware updated to whatever the final correct firmware is at that time.

Thanks again for your good help with all this...

[roundball]

@BrookeN 

Hope I don't jinx myself saying this...but FWIW, the past 3 days since the latest 5s Firmware...(Field Trial Firmware # 1.050.33.6_71_393f539)...has been installed / operating on all 4 of my WIFI attached 5s cams, everything seems to be working as it should.

Fast, clear, catching all motion, immediate notification, posting to Feed quickly, etc.  Hope it lasts, will keep my fingers crossed.....

[roundball]

@BrookeN  ...UPDATE:

It's now been 7 days, everything still seems to be working as it should !

First time any 5s cam has worked without any kind of problems for this long.

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

Hope I don't jinx myself saying this...but FWIW, the past 3 days since the latest 5s Firmware...(Field Trial Firmware # 1.050.33.6_71_393f539)...has been installed / operating on all 4 of my WIFI attached 5s cams, everything seems to be working as it should.

Fast, clear, catching all motion, immediate notification, posting to Feed quickly, etc. Hope it lasts, will keep my fingers crossed.....

[Inextirpable1]

I have 7 Pro 5S, a doorbell and and indoor essential cam.  BrookeN arranged for the field trial firmware to be sent to the 5S camera.  But still nothing works like it should.  What do I need to do now, reset and re-add the cameras?  Sorry I’ve been too busy (work, family, life) to keep up with all the posts.  Are there instructions somewhere I can follow?

Thank you.

[BrookeN]

@roundball I am so happy to hear this and we appreciate the update. If you have any further questions just let me know. 

[roundball]

@Inextirpable1  ...not sure who you were directing you post to, but FWIW:

The firmware @BrookeN got installed on my 4 WIFI connected 5s cams is:
Field Trial Firmware # 1.050.33.6_71_393f539

And while I had previously uninstalled / reinstalled cams to try to get things working, I've done nothing at all since the new Firmware was installed.

[roundball]

@BrookeN  .....10/01/24 UPDATE

FYI.....It's now been 12 days.....and all four WIFI attached 5s cams still seem to be working as they should !!

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

It's now been 7 days, everything still seems to be working as it should !

First time any 5s cam has worked without any kind of problems for this long.

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

Hope I don't jinx myself saying this...but FWIW, the past 3 days since the latest 5s Firmware...(Field Trial Firmware # 1.050.33.6_71_393f539)...has been installed / operating on all 4 of my WIFI attached 5s cams, everything seems to be working as it should.

Fast, clear, catching all motion, immediate notification, posting to Feed quickly, etc. Hope it lasts, will keep my fingers crossed.....

[BrookeN]

Excellent!

[roundball]

@BrookeN  ...Update 10/05/24

FYI.....It's now been 16 days.....and all four of my WIFI attached 5s cams still seem to be working as they should ever since the latest 5s Firmware was installed on all of them at the same time.

( Field Trial Firmware # 1.050.33.6_71_393f539 )

PS:

Judging by the noticeable reduction level of posts / concerns with 5s cam operations here, do I assume correctly that others 5s cams have also settled down due to this particular firmware ?

[chicane]

Hi @roundball 

Since the changes of around 2-3 weeks ago by Arlo on the server side (changing "Smart Notification" behaviour to "Smart Detection" instead) there has been a marked improvement to all of my Arlo Cameras (Pro 4 & Pro 5S).

While there was certainly firmware related problems with the Pro 5S that may be resolved on the Field Trial Firmware, I believe the various issues were compounded by the server-side congestion (causing delays on notifications, laggy recording retrieval, etc).

[chicane]

@BrookeN are you able to provide any further update as to the current state of events from a semi-official position?

What are the plans to release the current Field Trial Firmware to production for the rest of the customer base?