Arlo Q plus very weird image on SD-card recording: people become transparant (see video)

[Jeroen1000]

video is here: https://drive.google.com/open?id=0B63OvBHvOmiHZ0VtSEU4WjZOTms

Dear Arlo community,

Please refer to the video but does anyone know why this is happening? I'm using a 32 GB Sandisk SD card class 10. I've tried multiple settings (1080p, 720p, audio on/off) but almost every time arlo records, people become ghosts.

Any idea what is happening?

Kind regards,

Jeroen

[hokeysmoke]

I have an Arlo Q Plus as well and this happens to me about once per week.  Once the camera gets into this mode, I can clear it by logging into the app and clicking "restart" from the settings menu.  After this reset it works fine for another week or so.  This issue occurs on both an Arlo Q and an Arlo Q Plus, and affects the library recording as well as the CVR and the SD card (of the Q Plus).

Example at the following link:

https://1drv.ms/v/s!Akxemq9_dVMvjsIp2IrtPLSNQANe6w

In your case, I would first suggest moving the Q Plus closer to your Wi-Fi access point (assuming you are using one here along with the card), as the camera will automatically downgrade the stream if the signal is poor or if the connection to the internet is limited.

[Jeroen1000]

Hmm I see some pattern. I'm not using Wifi at the moment (just using my phone's portable hotspot when I need to manage it).

As such I believe it is downgrading the stream quality also to the SD card. Rebooting it does not help on my end. I guess I'll have to return it as I don't really see a short term solution.

Thanks for the information I thought I had a bad sample.

[TomMac]

I don't think this was ever really determined if the problem is data thru put ( our end or theirs ) or compression trouble loosing key frames.

But it has been noted that dropping the rez settings to 720 ( from 1080 ) has helped with the problem .  I don't think its the distance only as more distance vs interference( bigger distance more easily interfered ) if so

[hokeysmoke]

The issue looks exactly like key frames are being dropped, and it does make sense that changing to 720p should help since there are half the packets required for each key frame.  I am not sure how there could be any throughput problems on my end since this is an Arlo Q Plus on an ethernet cable connected to xFinity Blast at 120 Mbps, and the issue continues non-stop until I reset the camera.  I think it is more likely a problem with the hardware encoder in the camera unable to recover from an error of some kind.  Key frames should only rarely be dropped if the encoder is working properly.

[Jeroen1000]

Netgear has acknowledged the issue that the stream quality should not be reduced when WiFi signal is weak (or gone).

In the meantime, I'm unfortunately going to return my arlo as I really don't know when there will be a fix (if any).

[TomMac]

---

hokeysmoke wrote:

The issue looks exactly like key frames are being dropped,snip  I am not sure how there could be any throughput problems on my end

---

Not specifically saying it the data rate thruput on your end... many with blazing fast speeds have seen this error..... but more the compression algorithm processing done in the Arlo base or Q before sent out ( with key frames )

[hokeysmoke]

One note that may be helpful to anyone troubleshooting this issue:

The issue does not occur during night vision recordings.  This may be due to the lower frame rate of the cameras during this mode and the resulting affect on the encoding.  It would be nice to have a frame rate control in addition to the resolution control if simply changing the frame rate would fix it, as I would rather have a choppy 1080p stream than a blurry 720p stream.

[JamesC]

Jeroen1000,

I would like to take a closer look at the issue you are describing. Please private message me the case number you have open with the support team and I will review the case and escalate this issue.

JamesC

[Jeroen1000]

Dear JamesC,

Did you get my private message? For the time being, I've returned Arlo but I might get a new one if this issue has been fixed.

best regards,

Jeroen

[JamesC]

Jeroen1000,

I have not received a private message from you. Please resend and I will confirm.

Thank you,

JamesC

[Jeroen1000]

Dear JamesC,

See below

Arlo Q plus very weird image on SD-card recording: people become transparant (see video) topic

From: Jeroen1000

To: JamesC

Sent: ‎2016-08-05 03:58 AM

Read: ‎2016-08-05 07:52 AM

Add JamesC to Friends Ignore JamesC Report Inappropriate Content

dear James,

Thank you for wanting to look into this. Here is my case number: 27218777

Best regards,

Jeroen

[Jeroen1000]

dear James,

Thank you for wanting to look into this. Here is my case number: 27218777

Best regards,

Jeroen

[JamesC]

Jeroen1000,

Thank you for the case number, I will review this case and get back to you with an update regarding the issue.

JamesC

[Jaycube2]

Any update on this issue? I too am experiencing this problem. A restart of the camera only fixes the issue for a few recordings (basically a few minutes). I have also tried reducing the resolution from 1080 to 720 which had no effect. I will unfortunately be returning the camera if this issue can't be resolved. Thanks in advance.

[JamesC]

Jaycube2,

I have not been able to replicate the issue described here.

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

[Jeroen1000]

Dear James,

You did test with the NO wifi network available? In other words, You reboot Arlo and make sure it has not wifi network to connect to. I unplugged my access point to accomplish this:-). Also make sure you set it to 1080p.

best regards,

Jeroen

[JamesC]

Jeroen1000,

Yes, I did test with those parameters. I did more extensive testing with this and saw some very slight pixelation in some recordings but not to the extent that you reported in your case. I will escalate my findings and post an update regarding the issue as soon as I am able.

JamesC

[Jeroen1000]

One thing I remember is that it was never the first SD-recording which had problems (when putting the SD-card in a laptop and playing it with VLC or windows media player) but it always started from the 2nd motion event.

[SteveA_NZ]

I don't yet use an SD card in my Q+ but have seen the same thing (I think) on some recordings I have looked at.

The moving part of the image almost dissapears into a sort of grey smudge.  This does correct itself when the moving object (person, cat) slows down.  Have had the camera running at 1080p and using WiFi (about 2m away from router with 200/100 fibre connection and camera a on 5G channel).

Just dropped it to 720p to see if it makes a difference.

Steve

[jguerdat]

Any issue in the transmission of the video can create this smearing.  Lower resolution results in lower bandwidth so the switch to 720p could be useful.  Make sure your camera isn't showing a purple LED which indicates low signal strength.