Arlo|Smart Home Security|Wireless HD Security Cameras

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DeepestBlue
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About 2-3 weeks ago I noticed that the video recordings of my Arlo Q Plus camera have NO AUDIO.

 

This includes the recordings made when motion/sound is detected and when I make a manual recording.

 

If I watch live video from my camera I DO get audio.

 

Sound detection still appears to work.

 

I have also tried to view the downloaded recordings using other applications, and there is also NO AUDIO.

 

I have:

- reset the camera;

- removed and added the device from the app;

- removed/installed the app;

- recynched the camera;

- reset the camera;

- power-cycled the camera;

 

The firmware of the device is up to date, as is the Arlo app on my Android phone.


Any suggestions? Thanks.

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DeepestBlue
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Thanks @ShayneS 

 

Prior to raising this in Arlo Community I had been in contact with Support but had gotten nowhere. Hence I reached out on Community and in the Play store. All suggestions from Support had been exhausted and Support have been unresponsive to me since 13/9 despite numerous requests, which is most disappointing.

 

However since yesterday I have noticed that audio is now appearing on my NEW recordings. I can only assume that a change on Arlo's servers has been made as the issue is clearly not with the app and there has been no device firmware update.

I will continue to monitor this.

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ShayneS
Arlo Moderator
Arlo Moderator

Hi @DeepestBlue

 

Please contact the Support Team to further investigate this issue. You will find several options for contacting support in the provided link. Arlo Tech Support

DeepestBlue
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Thanks @ShayneS 

 

Prior to raising this in Arlo Community I had been in contact with Support but had gotten nowhere. Hence I reached out on Community and in the Play store. All suggestions from Support had been exhausted and Support have been unresponsive to me since 13/9 despite numerous requests, which is most disappointing.

 

However since yesterday I have noticed that audio is now appearing on my NEW recordings. I can only assume that a change on Arlo's servers has been made as the issue is clearly not with the app and there has been no device firmware update.

I will continue to monitor this.

Discussion stats
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