Arlo ultra 2 only 2k in live view now

[Amatex]

Hey all,

So as the title suggest I noticed the other day my Arlo Ultra 2 camera no longer shows 4k in the left corner on live view only 2k

I am not zoomed in and I have a subscription.

I somehow get feeling it went down to 2k after the trial ran out and we started paying tbh

[BrookeN]

The development team was able to reproduce the issue as described and is continuing to work toward a solution. As soon as we have more information available, we'll post an update.

[BrookeN]

We are still actively investigating the behavior you are all seeing. I have no further updates as of now, but I will update the community as soon as possible. 

[BrookeN]

The development team has identified an issue that results in some users seeing a 2K badge while live streaming when a 4K badge is expected. The team is actively investigating these reports and working on a solution. We will provide an update once we have more information available to share with the community.

[herricklo]

Why the resolution changed from 4k LIVE to 2k LIVE in this week. I am using android and already enable 4k LIVE stream

[StephenB]

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@Amatex wrote:

I somehow get feeling it went down to 2k after the trial ran out and we started paying tbh

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What country are you in?  What plan do you have?

Check the details for your subscription at www.arlo.com, and make sure it covers 4K.

[Amatex]

Hi there,

I am in Australia 

And I am currently on the Arlo sercure plus for $17.99 a month

[StephenB]

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@Amatex wrote:

I am in Australia 

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This is a user-to-user forum, and it's really hard to find the subscription page for other countries.  Can you post a link?

[Amatex]

Sure its: https://www.arlo.com/en-au/arlosecure.html#compare

And here is the link to the product on our Aussie Arlo site: https://www.arlo.com/en-au/cameras/ultra/arlo-ultra-2.html

[CodyG]

Same here except I record locally to an SD card in my base. I noticed that 4k recordings stopped working as of 9/26, on 9/25 I have 4k recordings. No changes were made to anything. I just now noticed my live preview is in 2k, hence why I'm here looking for answers yet again from Arlo's products. 

[StephenB]

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@CodyG wrote:

Same here except I record locally to an SD card in my base. I noticed that 4k recordings stopped working as of 9/26, on 9/25 I have 4k recordings. No changes were made to anything. I just now noticed my live preview is in 2k, hence why I'm here looking for answers yet again from Arlo's products. 

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I'm tagging @JamesC to call his attention to the loss of 4K recording.

[BrookeN]

Thank you for providing that information. I have reached out to our development team to look into this. As soon as there is an update I will reach out to the community. 

[hotuonghung]

After upgrade app to new version. All my camera Arlo Ultra 2 only record at 2K. What's wrong? 

[CodyG]

The only troubleshooting I've done so far has been removing 1 of 2 cameras from the base station and that did not resolve the issue.

I have not reset my base station yet. 

[StephenB]

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@hotuonghung wrote:

After upgrade app to new version. All my camera Arlo Ultra 2 only record at 2K. What's wrong? 

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What subscription do you have?

What country are you in?

[StephenB]

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@CodyG wrote:

The only troubleshooting I've done so far has been removing 1 of 2 cameras from the base station and that did not resolve the issue.

I have not reset my base station yet. 

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I don't think that will fix anything.  I'd wait for Arlo to update us.

[BrookeN]

Can you please send me a screenshot where you are seeing the 2k please.

[CodyG]

 

 

 

Notice the dates.

I took a screenshot of a live preview just now along with when it started on 9/26.

[BrookeN]

Thank you for providing those. 

[BrookeN]

@CodyG can you change your power Management on the camera to Best Video instead of Optimized then test again if the local recordings are not showing 4k?

[CodyG]

I can certainly try when I get home and I'm on my local network to test it out.

[CodyG]

Unfortunately that didn't work. I tried on both my cameras. It didn't work for live preview or the recordings.

[BrookeN]

Thank you for trying that. I have let our development team know. I will update further as soon as possible. 

[BrookeN]

@CodyG If you download the video what does the resolution show?

[CodyG]

All my videos are stored locally. And both, live preview and the stored locally video, as stated previously are showing 2k. 

Before 9/26 I had no issue of the videos being in 2K, on and after that date, everything is in 2K. I didn't change anything on my base stations settings, nor did I add a new camera. 

Thanks.

[hotuonghung]

I'm in the U.S.A. And I don't have a subscription. 

[StephenB]

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@hotuonghung wrote:

I'm in the U.S.A. And I don't have a subscription. 

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So you are talking about local storage?

Have you tried copying a video to a PC and checking the resolution there?  Then you'd know whether the issue is that the label is wrong, or whether the resolution is actually 2K.

[hotuonghung]

Yes, I'm talking about local storage. I know they just record at 2K because I see their information on the left corner of movies.