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.

[eskanos]

Check that. I see that it was released Oct 2nd 2024. So you're right, it is new. 

[Amatex]

This version was released on the 2rd on this month , so it's the most up to date version.

[eskanos]

So maybe it is just the app update as you say.  Hopefully they will fix that. 

[LandJS]

All seven of my Ultras started the 2k crap after the last update and I spent 3 hrs with 3 different support people yesterday and they are as dumb as ever, just going through their scrip like the last 5 years (I miss the days when Netgear owned it) when they got to me going out in the rain at 6pm to pull the cams and bring them in for a factory reset I said go to hell I'll just wait for the next app update, been down this road to many times.

[hotuonghung]

I have encountered the same issue and have not received adequate support from Arlo so far.

[Edinburgh_lad1]

Hi @JamesC @BrookeN 

My SmartHub updated to the latest firmware overnight and it's clear to me that the resolution dropped, from 4k down to 2k. Clearly nothing to do with settings but your *incompetent* development team *again*. How long are we going to wait for a fix? Weeks again? You don't deliver on your product if the cameras you're selling are not recording in 4k. 

I'm sick and tired of your company being incompetent at every level and using us as testers. 

[Edinburgh_lad1]

@JamesC @BrookeN 

Please revert the firmware update on my SmartHub to the previous version by 23:59 Friday UK time or provide a fix by then. Otherwise, I'll have no option but to complain to the exec team at Arlo/Verisure UK/Europe (Mr Allender and Mr Lally) about this and other issues.

There really needs to be a line drawn under that kind of practice of releasing firmware updates that are not functional or properly tested, despite Arlo Care Team UK/Ireland assuring me that everything is tested properly before release. Clearly not.

As your customer that spent a lot money on this wretched system, I strongly object to being treated as a tester for your poorly executed firmware and software updates. 

[BrookeN]

I appreciate all the information you have all provided. I passed it on to our development team who is currently investigating this behavior. I will update the community as soon as possible. 

[markos11]

Does anyone else think that arlo has jumped the shark?  It seems to me that every arlo update is poorly tested if at all, and geared more towards selling subscriptions and security systems and not their cameras.  It also appears that arlo is doing all they can to cut their costs (cloud/bandwidth/support) by reducing the quality of the end users experience all while increasing costs to the end user.  Is it greed or incompetence or a mixture of both?  Is arlo upper management aware of the issues discussed in community.arlo.com?  How long will it take for gen 2 products to connect to smart hub (allowing local recordings and not requiring cloud subscription - why hurry? Greed?).  I am sorry, this post does not help arlo users but makes me feel better by venting.  Maybe more people reminding arlo of their failures will arlo?

[Edinburgh_lad1]

Arlo Care Team (top level support) assured me that they do test everything before it's released. I remain unconvinced: plenty examples here and there.

I believe the market is getting crowded and so a number of measures are employed by Arlo to cut down the cost and restructure to be cost effective. Also, as @StephenB pointed out to me once: their portfolio is now quite big, and probably they didn't expand the team adequately.

My suspicion is that the team is Jeff only (and maybe a couple of interns), or that they have a high staff rotation because of either they pay them peanuts or because they have a mess internally too, but that's just a guess. One thing for sure is that community run projects like IPfire and JellyFin are much better supported, even they're run by volunteers and are free to use. The other thing for sure is I'm fed up with this nonsense from Arlo.

One way to find out the answers to your questions is to contact the exec team.

If you go on UKtrustedreviews, it's a similar story there: lots of complaints.

[Edinburgh_lad1]

Happy to join a collective complaint to the exec team if there's an appetite amongst this community for this kind of approach. 

[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.

[BrookeN]

@markos11 it is now available for the gen 2 cameras. If you re-onboard the camera you will see the option to onboard to the basestation. 

[CodyG]

I'm not concerned about the badge itself, I'm only concerned that I paid for 4K quality and am only getting 720. The badge could say whatever as it's just a badge. I only want the resolution to be fixed. I could care less about the badge if it was there or not.

[Edinburgh_lad1]

This isn't about the badge and what it says! 

[Edinburgh_lad1]

So, firmware on my SmartHub has updated. While videos on local storage appear to be 4k (I'll be checking that on my computer later), live streaming is still not. Badge or no badge, please fix this.

This Arlo thing is supposed to be a commercial product and not a college assignment which can be graded as pass or remediation required.

[LandJS]

They should at last have the courtesy to discount what we're paying until they fix it.  It's kind of like they are stealing from us, I've seen it take them 4 - 5 months to fix some things.

[Edinburgh_lad1]

Wishful thinking, mate. They never apologise and they'll definitely not reimburse you. I'm still waiting for an apology for the April/May carry on when my local storage was out of order because of bad firmware update. I believe they're instructed from above not to apologise, as this would be tantamount to accepting responsibility.

[eskanos]

At least they didn't kill all the Ultras with an update like they did a year or so ago and then said nothing for months.

[Edinburgh_lad1]

Can you give me more details please? Is it documented on here? 

[LandJS]

Well a minor change this morning - my Ultra 2 is now 4k live but the six Ultras are still 2k.  Not exactly celebrating lol

[CodyG]

My local storage is now recording in 4K; however, the live preview badge still shows 2K.

I suppose that's somewhat of a plus.

[Edinburgh_lad1]

Indeed, but one should accept the mediocre. Still unclear why they'd fix one thing and not the other, but heyho, we're dealing with Arlo...

[CodyG]

I'm not holding my breath.

[Edinburgh_lad1]

@BrookeN When you get a chance, please update us. Thank you - much appreciated.