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. 

[biggy82]

So silly me, thinking that since I’m on the trial firmware, I would have my issues solved. Well this was partially right; I am getting a little better performance for movement across the FOV, but again silly me, thinking that I could reduce movement alerts triggered by vehicles during the day by setting my routine to detect animal movement only, the camera is now telling me that animals have 4 wheels!!!!

[roundball]

@AlixO @BrookeN 

AlixO, ( I'm not speaking for BrookeN ) just sharing my understanding FWIW.

The "105" version was the Field Trial prior to the "106" Production version.

Waiting to get all my 5s cams moved over to "106" Production version now.

[AlixO]

Thanks @roundball - I thought that might be the case. I read on this thread that Jeff said the ‘106’ version was 100% rolled out, but it hasn’t made it to my Pro 5s cameras. 
@BrookeN I look forward to your response about whether my 2 Pro 5s should be running the ‘106’ version. 

[GW1a]

Is anyone else having issues tagging @BrookeN into these replies, she seems to have disappeared off the user list?

[BrookeN]

I didn't disappear I am still here. 

@roundball I moved yours back to production. I am also going to send you a dm please be on the lookout for that. 

@AlixO I moved yours. Have you noticed a difference in performance? I am also going to send you a dm, please be on the lookout for that. 

@GW1a What can I help you with? 

[GW1a]

Please move my camera back too, I'm not seeing any improvement with the trial version.

[BrookeN]

@GW1a I will let you know as soon as it is done. 

[BrookeN]

@GW1a those are moved back. However, can you please respond to Jeff's direct messages to you. 

[AlixO]

Hi @BrookeN - I’ve been moved back onto what I think is the older files trial firmware - 1.050.33.6_71_393f539. Can I please be moved back to either the ‘105’ version or the production ‘106’ version? My cameras stopped working when I was moved back to the old files trial firmware last week, and they’ve been fine on the ‘105’ version since I uninstalled and reinstalled them (4 days ago). 

[AlixO]

Hi @BrookeN - my 2 Pro 5a are still (as of about 24 hours ago) back on the old field trial firmware - 1.050.33.6_71_393f538. I’m not comfortable with them on that version, seeing as they both completely stopped working while on it over the weekend and I had to uninstall and reinstall them. Can you please explain why the ‘106’ production version has never made it to my Pro 5s, particularly as Jeff has indicated it was 100% rolled out. Why am I not in that version - if it’s the latest version and it works, I should be on it. I’ve asked about the ‘106’ version several times now - can you please let me know what’s happening?

[a102768]

@BrookeN , no rush but when someone gets a moment, could you please move my Pro 5 camera back onto the Prod release as well.

As we aren't being given release notes of fixes and things to look out for or even being told when when updates are made to our cameras there is no point being on a beta program.

[BrookeN]

It is being investigated, however I did reach out to the team to have you both moved over to production. Can any of you please provide time stamps when the behaviors you are seeing happen. You can send me a screenshot or a video. 

[BrookeN]

@AlixO and @a102768 I have got you both moved back to production. You may not see this until tomorrow morning. 

[AlixO]

Thanks @BrookeN - the ‘106’ version is now on both my Pro 5s. I’ll let you know if there are any issues. 

[chicane]

@BrookeN thanks for checking in on this thread again. 

Regarding these missed events. 

While I was optimistic that changing firmware versions would hopefully squash bugs, chatting to Jeff he made no mention of any bug fixes for missed events, just snapshots being taken instead of video.

Are you able to comment on Arlo's cloud storage platform and if there are any metrics you can share about missed recordings due to congestion on the server side? 

I have asked a number of times but you are overlooking my requests in this thread.

This is not a local wifi issue, irrespective of what your first level support team has been trained to do (a classic deflection tactic). While I know this is affecting many customers, only you and your company would know the full extent of the issue. What about some honest conversation? 

[roundball]

@BrookeN  and all...

All my 5s cams had Production Firmware # 1.050.33.10_106_3a163f7 installed about 02.25.25...and so far I've missed more events than ever.

One 5s Cam now has new a Firmware # 1.060.34.0_18_4286fd3.

Is the new # 1.060.34.0_18_4286fd3 a Field Trial or Production ?

Does anyone else have it and is it any improvement ?

Thanks

[GW1a]

@roundball my camera is on the 3a163f7 firmware and is also missing many events. I've also started noticing that I am getting a lot of motion notifications pop up lately, but when checking the app there is no stored recording.

[Edinburgh_lad1]

https://community.arlo.com/t5/Firmware-Release-Notes/Arlo-Firmware-Release-Table/m-p/1920885#M791

[a102768]

Such a shame they don't actually publish details of the fixes as well.

[roundball]

@GW1a  

Same here...sometimes hear a notification, check feed.....nothing.

Incredible that arlo doesn't have the capability to fix something like this by now.

[roundball]

( deleted duplicate )

[roundball]

@Edinburgh_lad1  @BrookeN 

Thanks but that's traditionally been such an unreliable / outdated reference document that I gave up bothering to look at it anymore.

So the Firmware in my question is listed..but didn't see it identified as a Field Trial or Production.  If I assume it's Production, then it logically follows end users should be able to download it as an upgrade to our existing older levels of 5s firmware.

Nope, all my 5s Cams say no upgrade available.

I've sent a message to @BrookeN to see if she can clarify and

move over my remaining 5s Cams so I can download that Firmware to the rest of them.

[Edinburgh_lad1]

It's a mess. 

[roundball]

@Edinburgh_lad1  .....A mess for sure.

Reply from BrookeN was it's on a slow rollout, supposed to be done by the 20th.

It's amazing to me that arlo continues to send out these 5s firmware upgrades...except for the Sept/Oct FTF version...none of the other firmware upgrades are error free...so they try something else.

Not throwing stones...just conclusions based upon over a year's history:

They apparently must not really "know" what they're doing...and have no thorough testing environment set up.

It appears the changes are 'try this / try that'...releasing them as "Beta" types of changes...slowly creeping out each new firmware upgrade "to see if it works".

Otherwise, we'd be able to download the upgrades like we used to be able to.

Very, very disappointing...

[roundball]

REFERENCE:

5s Cam Firmware Update # 1.060.34.0_18_4286fd3

Good morning all…

The March 20th date for the 5s Firmware update project has now come & gone.  Yet I have still have 5s cams that did not get their firmware updated.

Is it just me or has the March 20th update project missed others as well ?

Thanks