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. 

[StephenB]

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@GeneralMeow wrote:

I prefer the USB-C cables 

I do agree that changing cables multiple times over the revisions is unacceptable, but USB-C is where they should have went after using micro USB for years.

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They started the transistion back in 2023 with the Essential Gen 2 cameras.  It was clear that they'd end up switching to USB-C for the Ultra/Pro cameras too.  I don't get the "changing cables multiple times over the revisions" comment, as the Ultra/Pro accessories (including cables) all were stable for 7 years (2018-2025).

Love this or hate it, it was the EU that drove this particular change.  No more lightning connectors for Apple, no more magnetic connector for Arlo, no more microUSB for anybody.  Personally I think it is a good change overall.

But one consequence is that the cables, replacement housings and solar panels also need to change.  Magnetic mounts are still compatible, but you won't be able to use them with outdoor chargers or solar panels (since the USB-C connector is now in the back of the camera).   Folks who charge-as-needed will generally find that they need to take the cameras down to charge them - at least I can't insert the cable when a camera is on a screw mount.

[GeneralMeow]

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@StephenB wrote:

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They started the transistion back in 2023 with the Essential Gen 2 cameras.  It was clear that they'd end up switching to USB-C for the Ultra/Pro cameras too.  I don't get the "changing cables multiple times over the revisions" comment, as the Ultra/Pro accessories (including cables) all were stable for 7 years (2018-2025).

Love this or hate it, it was the EU that drove this particular change.  No more lightning connectors for Apple, no more magnetic connector for Arlo, no more microUSB for anybody.  Personally I think it is a good change overall.

But one consequence is that the cables, replacement housings and solar panels also need to change.  Magnetic mounts are still compatible, but you won't be able to use them with outdoor chargers or solar panels (since the USB-C connector is now in the back of the camera).   Folks who charge-as-needed will generally find that they need to take the cameras down to charge them - at least I can't insert the cable when a camera is on a screw mount.

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USB-C standard started to take foothold around 2017, why introduce a magnetic connector?  That seems like not looking into the future.  micro USB standard shouldn't have ever been invented.  

Maybe i'm missing something as I had my Pro6's outside with a magnetic mount, and the USB-C connector didnt get in the way as the connector is under the camera.  I dont have an Ultra so I cant comment.  The E2's connector was on the bottom as well.  The older Pro-Pro2's were a pain as those connectors was on the back, but I used angled outdoor cables with weather packing, never had a problem.

[StephenB]

@GeneralMeow wrote:
Maybe i'm missing something as I had my Pro6's outside with a magnetic mount, and the USB-C connector didnt get in the way as the connector is under the camera.

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I'm away from home, and remembered this incorrectly.  

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@GeneralMeow wrote:
USB-C standard started to take foothold around 2017, why introduce a magnetic connector? 

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As far as USB-C adoption goes, hindsight is always 20-20.  

No idea why Arlo introduced their magnetic connector.   Their press releases don't say much about it, other than describing it as weather resistent.

@GeneralMeow wrote:
micro USB standard shouldn't have ever been invented.  

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They are a pain, but it was the obvious path in 2007 (just slim down the mini USB so the connector would fit in thinner phones).

[Killhippie]

First there are no sppings in the magnetic charger just magnets and three gold prong , USB C means pushing a cable into the body so the camera will move, also it must have a flap to keep moisture out, its like going back to an older design. USB C is fine on a computer of a phone but its not needed on a security device, but Arlo are making you buy all the peripherals again too and I bet the design works in their favour as its cheaper to produce with a new bluetooth onboarding that still means you have to type your wifi password in by hand. I want a click and charge not a push it and the camera moves and using the outdoor charger I have never had issues with rain I have to say,

[StephenB]

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@Killhippie wrote:

 USB C is fine on a computer of a phone but its not needed on a security device, 

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Tell that to the European Union.  They exempt routers from USB-C charging, but NOT security devices.

[Edinburgh_lad1]

Because routers don't need charged because they have no batteries, whereas security devices do. I think that's the logic behind it. So, whatever has the potential to be charged, i.e. phone, sensor, security devices, needs a usb-c port, regardless of whether it has a battery in some cases, as the EU will class a product in a specific way. For example, an indoor camera can be run on rechargable batteries and classed as a security device, but if it runs using the mains, it is also classed as a security device because there would be too many sub-categories to have. Either way, both types need a charger.

It's mainly to avoid having several chargers where in fact you can just have one for multiple devices. That's what I remember this discussion centred around. And I like that. There is no need for every product to ship with its own charger if you can reuse an existing one. Of course, you'll not need a charger all the time, or at least the majority of people don't. So, I can charge my phone overnight and a smart sensor of some sort, once a month, during the evening.

With Pro 2, you have to have a micro usb charger and it needs to be a Qualcomm one. Then with Ultra, it's that odd looking cable and a charger, which doesn't need to be a Qualcomm one. So, already, I need two separate chargers for my Arlo cameras, and of course, not every other device takes the Qualcomm one, so if that breaks, I need to buy a separate one. I have dozens of different chargers and different cables. Some mini usb ones need to be special ones for my devices as otherwise they'll not work. And I've thrown out lots already. Crazy! That's why.

Of course, if you need a charger to provide constant power, then you can get spare chargers. I have lots of chargers that came with different devices but there is simply no need for that.

Customers elsewhere in the world will benefit from this EU's decision meaning  companies are not going to be making a security camera with some strange charging port in the US and, separately, one with a usb-c port in the EU. 

Here's the article on the Commission's website (the executive body of the EU): https://commission.europa.eu/news-and-media/news/eu-common-charger-rules-power-all-your-devices-sing...

[StephenB]

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@Edinburgh_lad1 wrote:

Because routers don't need charged because they have no batteries, whereas security devices do. I think that's the logic behind it.

Maybe. But I wish my routers (and Arlo smarthubs) also were powered by USB-C.

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@Edinburgh_lad1 wrote:

With Pro 2, you have to have a micro usb charger and it needs to be a Qualcomm one. ... and of course, not every other device takes the Qualcomm one, 

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Not a problem I've run into.  I have a couple chargers that have Quick Charge ports, and have never had an issue charging devices that don't use Quick Charge with those ports.

[chicane]

@BrookeN and all - I will share the latest experience I have with Arlo regarding the refund they promised.

I sent my tax invoice through and they disputed the amount saying Amazon is listing them for currently is less. I bought these in May 2023 for $599 AUD for 2 units. 

Yes Arlo, you did drop the price on your cameras so you can sting your customers via subscription instead. I'm surprised that didn't register for you.

Next, you now ask for the Order Confirmation email instead that I have forwarded to you. Again, this is apparently not sufficient and you want some other email (Tax Invoice and Order Confirmation are the only emails Amazon sends).

I said that's enough. I've given documentation that would be adequate for any other company. 

Seeing as I have 5 of these Pro 5 rubbish cameras. I said I'd be willing to accept 5 x $299.50 to resolve this matter, for a total amount of $1497.50 AUD. 

Another 16 min phone call and time out of my day wasted by this pathetic company. 

[RichWood]

I had a Pro 4 camera that I recently swapped with an Ultra 2. Same positioning. I missed all kinds of movement. Field of view in cameras are different than we as humans would think. And there is an IR sensor in the cameras for motion. So aiming that correctly is crucial. Plus lighting and temperature affect that as well. It blew my mind too because they were in the same exact spot! And the way I got it working on the other camera was to point the newer camera downward more which to me didn't make sense. But it catches everything now.