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]

@AlixO 

Thanks !

[jayhova1]

My pro 5s came with the firmware I mentioned above...

FYI I have not factory reset all cameras and the hub.  I am still having all sorts of issues.  Some cameras get notifications but no smart preview and no video clips recorded at all and saved in the feed.  I also am subscribed to CVR and the CVR is not functional at all.  It has no preview in the timeline and no saved video.  I also have issues where the preview image on the camera widgets are the wrong image.  Its all over the place.  Rebooting the hub may correct some of this but then it comes back.  I spent more time on chat support but no help.  I have strongly requested to escalate this or I'm returning 2x Pro 5S cameras and finding a new company to buy my cameras from. 

This is the second time I've had issues with an upgrade.  Last time was a couple years back when I upgraded to some Pro 4.  I had to work with engineering to get them working...  Really frustrating here.  I hope Arlo can get back to us ASAP with solutions.

[roundball]

@jayhova1 

I feel your pain...

[jayhova1]

Meant to say I HAVE reset all cameras and the hub. 

Also after resetting the VMB5000r3 hub I now cannot add back an older audio doorbell and a pro 4 I still want to use.  I only have only 1x out of 4x Pro 5S working and the rest of my system is a mess.  Have factory reset the doorbell and pro 4 as well.  Still cannot be added back.

[BrookeN]

@jayhova1 what is the error you are seeing when trying to onboard the Pro 4 as well as the doorbell?

[jayhova1]

I was finally able to get the Pro 4 added back after a few more hub reloads and camera factory resets. 

I have not tried the audio doorbell again.  The first time it would not be detected even after a factory reset of the doorbell.  Even with the doorbell right next to the hub.