4k cameras live stream has been limited to 2k since recent firmware update

[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.

[Amatex]

I can confirm the same thing has happened to my Arlo camera as @CodyG around the same time as well.

I hope there is a solution to this soon

[StephenB]

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@hotuonghung wrote:

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. 

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Are you talking about the label in the app?  Or someplace else?

[JRKing]

Since the recent firmware update my 4K cameras no longer live stream in 4K when on the local network nor record locally in 4K. The Live View indicates a 2K stream so it is not an issue with being off the local network. My Pro3 cameras also recently stopped recording in 2K. I have a gigabit network infrastructure with multiple WAPs and sufficient badwidth to handle multiple 4K streams and beyond. #Ultra #Pro3 #VMB5000 #Arlo Secure

[Agrapha]

I am unfortunately not able to cast 4K videos on local. It has been like this for a couple of days.

[hotuonghung]

I'm talking about the label in the app. When I review videos from local storage in the app on my phone. 

[Amatex]

Also not sure if its because of your dev team working on it, but I just went in to the Arlo App and one of my 2 cameras was showing 4k 
then when when I closed and reopened the app, they both showing 2k again

[StephenB]

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@hotuonghung wrote:

I'm talking about the label in the app. When I review videos from local storage in the app on my phone. 

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There are two possible bugs here:

1. The label in the app might be wrong, and the video might actually be 4K
2. The label might be right and the video is really 2K

If you download a file to a PC, you can check the resolution there.  For instance, with Windows you can right-click the video and look at properties and then select the details tab.

[CodyG]

Correction: before 9/26 everything was in 4K. After that date, everything is now in 2K.

[P3C1U]

Hej, u mnie dokladnie to samo. Po aktualizacji app nagrywa w 2k. Podglad w sieci lokalnej to samo 2k..... przed aktualizacją nagrywało w 4 k i live było 4k w lokalnej sieci

 

 

[BrookeN]

Can you please right-click on the video file and select "Properties" or "Get Info." Look for the resolution information in the video details" e.g. video resolution is 3840 x 2160

[CodyG]

 that's from last night and this one is from 9/25 when it was still working 

 

[BrookeN]

Thank you for providing those. 

[StephenB]

Your first video shows 720p (1280x720), so I am thinking it might be a Pro camera???

The second video is 3840x2160.  Which is 4K.

[BrookeN]

He only has Ultra cameras on his account. 

[CodyG]

If it were a pro, it wouldn't be recording in 4K since I purchased it, and then one day it just stops.

Those pictures are from the same camera.  Since 9/26 it no longer records or shows live preview in 4k.  You are correct about it showing in 720, hence why we're all having an issue and on here trying to find an answer. I guess on my previous posts, I should have just said it's no longer in 4K, they're in 720.  Which is worse than 2K.  I just now checked the resolution on the recordings past 9/26, before that they were all in 3840x2160 resolution (4K).

[StephenB]

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@BrookeN wrote:

He only has Ultra cameras on his account. 

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Ok.  So the 720p recording is unexplained.

I have seen the resolution be reduced on older cameras when the camera is zoomed.  But I've tried this on an Ultra.

[CodyG]

What's odd is during live preview it shows the resolution being 2K, however if you go to that recording like say on a PC, it's showing that same recording as 720.

[eskanos]

I am getting the same problem with all my ultra 4k cameras. When viewing them locally, they show 2K instead of 4K as usual. This just started recently. I have 4K local viewing turned on for all my cameras

[Amatex]

Hey guys

I just noticed you mentioned about the zoom issues where it lowers the resolution when we zoom in.

Which reminded me ever since the last app update 2nd on November ( i know its after this issue started)

my arlo app would show my  cameras zoomed in under the cameras video settings preview, 

I don't cut any section on the video never have As I like to record / view as much area as I can.

I had a hard time making the making the full screen stick after going back in to the app would reset it. 

I did fix it 

But I'm just wondering if that had something to do with it?

 how it looked: 

How it should have looked:

 as you know if you use the track and zoom feature ( which I dont) it gives you a warning that 4k streaming is disabled 

Maybe the update of the app permanently broke something that started just before the update?

[eskanos]

Was there a recent firmware update  As I said, all my ultra 2 cameras viewed live locally on the same Wi-Fi network as the base stations are showing 2K instead of the usual 4K. None of my camera videos settings have changed and they are all correct. 4K local viewing is turned on for all cameras. And my android phone is connected to WiFi. Was there a recent firmware update?

[Amatex]

There was a recent app update,( this issue started just before it was updated)

cameras firmware haven't been updated in a bit.

But this is an issue many of us are facing and the Arlo team is looking in to it

So post any details you can as to when it started etc

[eskanos]

[eskanos]

Thank you. That's strange because I have auto updates disabled on my Android phone and have not updated the app manually for as long back as I can remember. The app reports I am on version 5.0.3_28739.

[Amatex]

So according to thr app store page you are running the latest version of the app now

 

[eskanos]

Thank you very much! Does it say when that version was released? I wonder if it really is new.