Arlo|Smart Home Security|Wireless HD Security Cameras

Re: Video Pixelation after firmware update Pro/VMB4000r3 (1.16.1.1_3348_facf74c)

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Luminary
Luminary

Arlo does sell world wide. 

Model: VMB4540 | Arlo Pro 3 SmartHub
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Virtuoso
Virtuoso

@JessicaP wrote:

Thank you for reaching out about your recent issue with the video quality of your video recordings.

 

Our team has been actively investigating and is working on an update to help address this issue.  We will be deploying a new software update over the next couple days which will automatically download to your Arlo system, so no action is required on your end.

 

 Thank you for your patience and if you need further assistance, please reach out to us at 1-408-638-3750.

 

- Arlo Team


Thank you JessicaP, You are the ONLY one to come in here and give us an update so I hope the issue will be fixed and I hope this will fix live video also.

 

On a side note maybe you need to take this thread to your boss and he or she can fire the team members that don't know what the hell there doing with updates because people like that will and have hurt the product. Do they even test the update before its released? Maybe you need to bring up the testing part to who ever is ahead of this team you might get a pay raise.

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Apprentice
Apprentice

@silverado44
"On a side note maybe you need to take this thread to your boss and he or she can fire the team members that don't know what the hell there doing"

 

Oh, don't kid yourself, they knew EXACTLY what they were doing.

Model: VMB4000 | Arlo Pro/Pro2 Base Station
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Apprentice
Apprentice

@jam436 wrote:

@silverado44
"On a side note maybe you need to take this thread to your boss and he or she can fire the team members that don't know what the hell there doing"

 

Oh, don't kid yourself, they knew EXACTLY what they were doing.


LOL, yes and they thought they'd get away with it too. But lets see what's gonna get screwed up in the update in a few days from now.

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Virtuoso
Virtuoso

@jam436 wrote:

@silverado44
"On a side note maybe you need to take this thread to your boss and he or she can fire the team members that don't know what the hell there doing"

 

Oh, don't kid yourself, they knew EXACTLY what they were doing.


I really don't think they do know what there doing as new app updates come out with bugs when they try to fix a bug in the app, software updates come out and they create another issue on the new update.

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Star
Star

Thank you Jessica! Very much appreciated. Looking forward to the fix.

 

I've worked for the government in situations like this before, and been (or seen) directions with products or services where we knew the public was going to be screwed over and disadvantaged, but its what management wanted. Probably the worst thing was when we had to answer questions from the public where we knew what was happening was wrong but we absolutely could NOT reveal that. We were given phrases and false answers to tell people which were lies or skirted the truth, when all of us (the service officers) were angry and heartbroken ourselves at what was happening. I suspect something like this is what is happening here.

 

That the firmware update was going to wreck our cameras would have been known by the engineers and techs. I'm guessing they were told to do it anyway, but we can't really know.

Model: VMC4030 | Arlo Pro Wire-Free Camera
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Apprentice
Apprentice

Yes, Thank You very much Jessica!  You have always been very helpful, glad to see you were finally allowed to engage with us here.  As with others, looking forward to a fix.

 

And please emphasize with the programming team that the firmware needs to be thoroughly tested before pushing it out.  Even if we have to wait a bit longer.  I'm sure none of us want to be fighting a new, different bug.

 

Now, if Arlo's new business model would just include getting input from their customers before implementing changes...

Model: VMB4000 | Arlo Pro/Pro2 Base Station, VMC4030 | Arlo Pro Wire-Free Camera , VMC4030P | Arlo Pro 2 Wire-Free Camera
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Star
Star

@JessicaP 

 

Standard practice for software development is to publish what is being fixed in the upcoming release. It needs to be more than "we fixed some more stuff."  We hope that the release is more descriptive than the last one.

Example questions that need to be answered in these upcoming release notes:
- Will the fix not only undo the bug introduced that causes significant video corruption to our streams but also address the video quality setting we used to have? This broken quality setting is also a bug unless there is clear communication that this feature is being deprecated. There appears to be no difference in what we can measure in terms of bandwidth, file size, or quality of the files created based on this camera setting.
- Is the next update going to fix any other bugs? Which ones?
- Any new features like the ability for your deployment team to better manage partial deployments and rollbacks?  If not, can future features planned be publicized earlier than after we noticed our cameras have been updated?

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Apprentice
Apprentice
If they want our trust back after this point they need to unlock the ability to use local storage only and live view over lan, otherwise we wont know when they need to save bandwidth again. I dont want to have to worry if a forced update ruined my footage again. Honestly even when this is “fixed” i will still not like this platform anymore. Only reason im watching this is for friends and family i made get this setup, mine is sold. At a HUGE LOSS. But im enjoying my ezviz ezguards.
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Apprentice
Apprentice

Jessica

 

Thank you again for the post and update. Please note that the (presumably) US support number you posted is pretty much useless to the customers who don't live there.

 

I would request that once Arlo has fixed this mess and given us back the genuine 1080P (as we paid good money for), that you add a setting into the interface allowing us to choose whether to download future updates. This is at least the second time in a year that Arlo has completely stuffed up their customer base's assets without permission (and taken a significant amount of time to "fix" it, and I would request that this stop - please give us the option to review the value of the update and choose whether or not to apply it.

 

As you can see from several posts (including mine), the data bitrate has reduced significantly over the last 15 months to the detriment of the video quality that we paid for. If I had wanted second rate video quality, almost non-existant support and ongoing issues with my cameras I would NOT have gone out and paid premium money for (at the time a Netgear supported) premium cameras - I would have gone to eBay and bought some 480P IP cameras for a few dollars etc. Right now those $40 480P no-name brand cameras are working better than my $900 Arlo kit.

 

Arlo needs to fix this once and for all and leave it fixed.

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Apprentice
Apprentice
Just sold my last arlo setup. Lost lots of money disclosed why im selling. Lesson learned. Good luck to the ones that feel stuck. Over and out.
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Virtuoso
Virtuoso

Still waiting for the update.

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Tutor
Tutor
My video quality has gotten even worse over the past couple of days. It is not from a “congested WiFi channel” as Arlo suggested. We have no other problems with our WiFi. Please fix the problem on Arlo’s end as these cameras are essentially useless to us now.
Model: VMC4030P | Arlo Pro 2 Wire-Free Camera
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Apprentice
Apprentice
The money u can resell this junk for on kijiji right now is enough to buy brand new solutions from ezviz reolink or eufy. All have great quality.... do it sooner than later. Arlo is dead trust me
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Aspirant
Aspirant

My video resolution has improved somewhat over the last day or so and is no longer showing horrendous pixilation from 3-8 seconds into the video.

Base Device Info: 1.16.1.3_3394_1a608c1

Camera Device Info:1.092.0.25_24_986

Model: VMB4000 | Arlo Pro/Pro2 Base Station, VMC4030 | Arlo Pro Wire-Free Camera
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Luminary
Luminary
Agreed. Mines better too.
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Tutor
Tutor
Not sure if this response just now on Arlo’s Facebook page means they’ve updated again or had previously and caused this problem. Which we already know screwed it up. So hoping for something to change for the better. I surely won’t hold my breath that’ll be HD as I paid for. 🙄
Model: VMB4000 | Arlo Pro/Pro2 Base Station
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Virtuoso
Virtuoso

@Macarioc wrote:

My video resolution has improved somewhat over the last day or so and is no longer showing horrendous pixilation from 3-8 seconds into the video.

Base Device Info: 1.16.1.3_3394_1a608c1

Camera Device Info:1.092.0.25_24_986


My base firmware is the same as yours but my camera firmware for pro2 is 1.125.14.0_34_1189 and its still crap. 

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Tutor
Tutor

My Pro 2 cameras are also still horrendous, nothing has improved.