Pro 5S Live Streaming Issue

[KachinaShadow]

Yesterday I found that all three of my Pro 5S cameras will not even connect when Local 2K Live Streaming is selected. Interesting thing is that with Local 2K Live Streaming NOT selected, all three connect instantly with two of them showing (in the upper left corner of the video) "Live" and one showing "2K Live", even though Local 2K Live is not selected. I have restarted the Smarthub numerous times, uninstalled & reinstalled all three cameras but nothing has changed.
Note that my two Ultra's and two Pro 3's, with Live Streaming selected, connect instantly displaying 4K & 2K respectively.

[BrookeN]

Are you still seeing this same behavior?

[KachinaShadow]

@BrookeN 

Hi Brooke...

Yep, still showing the same behavior on all three.

[Justintuition]

@BrookeN  I've been experiencing the same issue - cannot live stream any of our Pro 5S cams, and have tried/done all troubleshooting. They also record random motion (the 'record all motion' setting is NOT selected) but do not record the respective smart detection items that are selected.

Additional Detail: All three Pro 5S cams work fine on my wife's iPhone including live streaming (I have a Samsung Fold 6).

[BrookeN]

I have reached out to the development team letting them know the behavior you are seeing. I will reach out with an update as soon as possible. 

[BrookeN]

Can you please provide your network speed as well as how far away are the cameras from the basestation/router?

[KachinaShadow]

@BrookeN 

Network speed per Speedtest - 460 Mbps download...12 Mbps upload

Cameras (3) distances from  VMB 5000 base - 18', 25' & 48'

With Local 2K Live Streaming NOT selected, all three connect instantly with two of them showing (in the upper left corner of the video) "Live" and one (with 48' distance) showing "2K Live", even though Local 2K Live is not selected. All three will not connect when Local 2K Live Streaming is selected.

[BrookeN]

@KachinaShadow are you getting any error message when trying to stream?

[KachinaShadow]

@BrookeN 

Now it's getting interesting...

I just tried all three cameras with 2K live streaming selected...keep in mind that I had no error messages before and they all just kept showing connecting and wouldn't connect.

Today, with 2K live selected, one camera actually connected right away at 2K while the two other cameras now show an error message "Streaming failed" "Try Again".

Interesting to note that the camera that previously would show "2K Live", even though Local 2K Live was not selected, now just shows "Live" when live streaming with 2K live NOT selected...note that it is not the camera that now is able to connect at 2K live.

[BrookeN]

@KachinaShadow did you attach something to that message? I just see my name?

[BrookeN]

It popped up after I sent that message, my apologies. The development team was able to reproduce the behavior you are seeing. It is currently being looked into. I will update you as soon as possible. 

[KachinaShadow]

@BrookeN 

So now the camera that had shown 2K live when live streaming and then didn't (note a while back it had gone back to showing the 2K live even though "local 2K live" wasn't selected), has now gone totally wacky!

The second day I was on vacation, I noticed that it had only recorded two events and, even though it would sense motion and notify me, was no longer recording when activated by motion. Checking that camera in the "arm away" routine showed that the slide switch to record was off but when slid to on, it would not stay on and immediately go back to off (note that when I got home and checked on the web portal, the "record a video" in the routine for that camera was still checked). 

Yesterday morning I removed and re-installed that camera, set up the routine and tested it in "arm away" mode and everything was fine (recording, notifying etc.) and even the 2K live was gone when live streaming.

Yesterday evening I decided to check it again to make sure the light was coming on when triggered by motion and that it was still recording and was surprised to see that the light did come on but was now flashing so I went to light settings and the behavior for the light, in both the app & web portal, was still set at constant and not to flash. I also noticed that it was no longer recording when activated by motion and that, in routines, the "record video" slider was now off again and when slid to on, would immediately go back to off (again, on the web portal the "record a video" was still checked)and also the 2K live, when live streaming without "local 2K live" selected, was once again showing when live streaming...in other words everything that was fixed by removing and reinstalling is now back.

Quick update...the 2K, while live streaming, that showed up again while live streaming last night, is now showing just "live" this morning, while live streaming.

I'm starting to believe that this camera is possessed 😬

[KachinaShadow]

@BrookeN 

UPDATE TO THE LAST POST...

Today I, once again, removed and re-installed that camera, set up the routine and tested it in "arm away" mode and again everything was fine...the record video slide switch was on, and motion triggered recordings were once again working.

All of that changed after closing and reopening the app...the slide switch to record video was now off and when slid to on, it would not stay on and immediately go back to off.
I then uninstalled & reinstalled the app thinking that it might help and it didn't...record video slide switch is still off and won't stay on.

Note that my other two Pro 5 cameras do not have this issue and are just fine. The three pack of Pro 5 cameras was purchased from Best Buy back in May of this year.

[BrookeN]

@KachinaShadow let me reach out to Jeff and see if he has heard of this behavior. I will get back to you soon. 

[KachinaShadow]

@BrookeN 

Today I thought I'd try, in routines from another device, to trigger this camera (Pro 5S) to record. Since the record slide switch is stuck in the off position, this camera doesn't even show in the list of devices to select from so I uninstalled the camera and reinstalled it (remember I mentioned that the slide switch would stay in the on position, at least for a while). After reinstalling the camera it now showed as a camera to trigger to record and I was able to set up a routine to have it record when triggered by the other device, and it worked.
Within an hour the Pro 5S slide switch had gone back to off, which prevented it from recording when triggered by motion but oddly enough it would still record when triggered by the other device 🤔

Paul

[NovaCat91]

This is a well documented issue here:

https://community.arlo.com/t5/Arlo-Pro-5S-2K/Arlo-Pro-5-Live-view-amp-motion-stop-working-on-continu...

no answers from Arlo. Customer’s like myself are getting increasingly annoyed. 

[StephenB]

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@NovaCat91 wrote:

This is a well documented issue here

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@KachinaShadow's symptoms are different from the ones in the thread you linked.

[BrookeN]

@NovaCat91 what he is seeing is different from the link you. provided. The behavior you are seeing is still being investigated.