Arlo Q Plus error when I try to Live stream

[joevolcano]

Hi,

I get the message "There was a problem establishing a connection to the media server" when i try to connect to Live View on my iphone and iPad. I have the latest IOS app on both devices. On the browser it just shows "Please wait". 

It seems to capture movement judging by the notification i get though, but no recording.

I'm connected via WIFI and the setup went smoothly.

My hardware version is "VMC3040Sr6" and it has the latest firmware "1.8.3.0_9926"

BTW, I just bought the cam today and has not got it to work. Frustrating. Appreciate your help.

[jguerdat]

Try power cycling the camera. If that doesn't help, try a reset holding the reset button until the camera clicks and the LED flashes amber. Resync.

[joevolcano]

Hi jguerdat,

I tried both reset as advised, removed and re-added the device.

Still the same message.

[jguerdat]

There's a couple of things to try before swapping the camera at the store.

Log out and back in.  Any change?

Try both the app and a browser.  Does one work?  If so, it's something with the other.  Which one works?

Otherwise, the simple solution is the swap at the store.

[joevolcano]

i went to the store and they tested on both wifi and wired and it worked.

My guess is it's probably the ASUS-AC87U router. Everything worked with my previous Arlo though, but not this one.

My router settings are plain vanilla, in case the questions asked.

Anyone else having issues with Arlo Q Plus and ASUS-AC87U routers?

Hello Netgear, i won't be changing my router. Can i return this?

[jguerdat]

I can't remember exactly what was up which may or may not have included my Q camera but I set my Netgear R7000 router to limit it to 600Mbs for WiFi. Firmware updates to the camera or router may fix this.

[JamesC]

joevolcano,

Please contact the Arlo Support Team to further investigate this issue. You will find several options for contacting support in the provided link. If you have any additional questions/concerns feel free to private message me. I would be happy to help.

JamesC

[eifelarlo]

@joevolcano Have you ever received a solution for this problem? (have same HW and SW version) I have the same issue here in Germany and would be very interested how to fix it. 

Did the following, but without success so far:

- Replaced Router

- Define static IP using static DHCP

- Switched from wired to wireless connection

- Reduced from 720p to 480p.

- Camera Reset

- Replaced LAN cable

- Static port forwarding of port 80,443,123 to Arlo. 

- FYI: Uplink is 1.2 Mbit/s and downlink 10 Mbit/s

- When I do a "snapshot"(video settings) its working again for some time, but stops again after some connects. A reboot helps as well for some time. 

- For me it looks like a software related problem. I find it strange that Netgear support is not interested in screen sharing or doing live investigation on the (cloud) system to maybe identify a bug.

https://community.netgear.com/t5/Arlo-Q-Plus/Arlo-Q-Plus-Kein-Livebild-und-keine-Aufnahmen-nach-ca-1...

[joevolcano]

Hi, I didn't get it to work on my ASUS even after reverting the router to default production settings. In the meantime, I replaced the router with the standard equipment provided by my ISP. It's working now but I would really like to use my ASUS. Tried to contact support but got lost in the links on the website. Really wished it was simpler, it's been a bad experience overall. Even now, I've done a HW reset twice in a less than a month because the sound would dissapear. It's just a horrible experience so far.

[hokeysmoke]

FYI, I have an ASUS RT-N56U and have an Arlo Q and an Arlo Q Plus connected to it.  So it does not appear to be a generic ASUS problem.  You might want to try setting a unique SSID for the 2.4GHz connection so that it doesn't try any other frequency.

[joevolcano]

Agree it's probably not generic since my earlier Arlo (basic) worked. Nevertheless my Arlo Q Plus is not working with the ASUS-AC87U and yes i have different SSID for 2.4 and 5Ghz. Any other ideas would be great.

[jguerdat]

Did you try lowering the fastest rate for your connection? I found I had to use 600Mbs since the cameras don't seem to support higher rates.