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.

[hotuonghung]

Still 2K in live view and they don't care about us. 

[BrookeN]

I apologize for everyone's frustration. I have no new updates as of today. Our development team is currently working on a solution and I will keep you updated with any new information. 

[Edinburgh_lad1]

Hi @BrookeN 

It's not our frustration that you should be apologising for. I'm capable of apologising for my own frustration, though not sure why I should. In the case of Arlo I consider it justified and we've all been very patient with this company. Too patient. Arlo should be apologising for this mess instead. I've called for an apology for some time now. And this is the least Arlo can do. 

Can you also explain to me @BrookeN please how it's possible that the development team ends up screwing up almost every firmware and software update? Do you have any disgruntled coders that end up doing that, incapable coders, no coders, or is there something else that causes all that?

Arlo's development team should methodically focus on eliminating existing issues than experiment with new features to extract more money from us. Obviously I'm not going to be telling your managers how to run Arlo, but it's very clear to me that they do need professional help in this matter. 

[Edinburgh_lad1]

Actually, I'd also like to know @BrookeN why 4k streaming and recording (initially) was removed in the first place. Surely it just didn't accidently stop working. Did Arlo make changes to the quality of the stream again without notifying us about it (but rate, frame rate etc.) and didn't properly test the update?

[Edinburgh_lad1]

Just as a summary for everyone's attention: the new firmware was released on 18 Oct, which is when the issues started. Today is 8 Nov and this hasn't been solved yet. In other words, it's been 21 days (4 working weeks) that Arlo hasn't lived up to its promises and so is in the breach to deliver what it says it should deliver.

[CodyG]

Odd that one camera is 2K and the other is 4K during live preview on local network. 

[LandJS]

Actually this has always been the Arlo team.  Go back more than 4 years or more ago and notifications to androids weren't going through for 5 months or more (really sporadic if you got one or not) and that whole time I dealt with their support.  Finally I went to sites with the purpose of dealing with android issues and found where the issue was.  The procedure for sending them wasn't being followed per android.  Finally got moved up the support chain and explained it and where they could see for themselves.  About 2 days and everything was working fine.  Thing is I shouldn't be the one to have to find and explain the problem to the pros working on it for months.  Guess Arlo doesn't see it that way so perhaps someone will figure it out for them eventually.

[hotuonghung]

They can't answer us when they will fix this issue. 

[CodyG]

Update:

My system seems to be at the moment working. Hopefully it stays that way.

[Edinburgh_lad1]

Mine is working, too, but that's not the point. The point is that it's not working as it should and/or advertised.

[CodyG]

Why would I say it's working if it wasn't as advertised. 

If yours is not, then I guess you'll be waiting some more now won't ya.

As of now, I'm getting what I paid for more or less, a fully functional system.

I'll be back on here if I need anymore assistance on this matter, otherwise I'm done with this thread. 

Thank you to the developers and whomever else was involved for resolving MY system and issue as I originally had posted. 

So far it seems to be working.

[Edinburgh_lad1]

Bye!

[BrookeN]

@CodyG I am glad you are working as expected. If you do have any other questions or concerns please let me know  and I would be more than happy to help.

@CodyG  and @Edinburgh_lad1 let's try to keep it civil in the post's as there is other users in here as well, thank you.

[LandJS]

Yes it appears to be working after the latest update however I'm trying to understand why when going live it now begins showing 2k and then quickly goes to 4k.  This is consistent each time but quite curious that it doesn't just go 4k.

[BrookeN]

Let me see if I can replicate that on my side and reach out to our development team to see if they can give me an update on what you are seeing. I will let you know as soon as possible. 

[Edinburgh_lad1]

Sorry @BrookeN but did you actually read who posted what and the kind of language used? 

I'm tagging the community manager for his attention @JamesC 

[BrookeN]

@Edinburgh_lad1 the post has been removed. 

[KachinaShadow]

Yesterday I relocated one of my two Ultra 2 cameras, did not change FOV (120°) but changed the camera viewing area (zoom) and after making a very small zoom adjustment and moving the viewing area slightly it now records only 2K video. 
Am I to assume that when you purchase what's advertised as a 4K camera and then after activating one of its features, you no longer have a 4k camera?  There is nothing in the video settings screen that even mentions this like there is for the FOV setting which reads "Note: Changing video mode might affect Activity Zones settings". Wouldn't you think it's something that we'd like to know?

[StephenB]

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@KachinaShadow wrote:

Yesterday I relocated one of my two Ultra 2 cameras, did not change FOV (120°) but changed the camera viewing area (zoom) and after making a very small zoom adjustment and moving the viewing area slightly it now records only 2K video. 

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What happens if you undo the zoom adjustment? (leaving everything else alone)

[KachinaShadow]

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@StephenB wrote:

What happens if you undo the zoom adjustment? (leaving everything else alone)

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Hi Stephen,

The Ultra 2 with no zoom reverts back to 4K (3840x2160) with zoom it's 2K (2560x1440)
Tried the same with one of my Pro 3 cameras - no zoom 2K (2560x1440) with zoom (2128x1200)

I guess that if you want to use what seems to be a great feature, that you have to sacrifice resolution...they really should have mentioned this somewhere on the product description and features when you purchased the product.

[StephenB]

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@KachinaShadow wrote:

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The Ultra 2 with no zoom reverts back to 4K (3840x2160) with zoom it's 2K (2560x1440)

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@JamesC - this sounds like a bug.  My recollection is that the video should be resized to 4K in the camera before transmission.  In any event, a slight zoom should not drop the resolution that much.

Can you pass this info back to the development team?

[KachinaShadow]

@StephenB @JamesC 

Here's a pic so you can see just how much, or how little, it's been zoomed.

[Amatex]

So I assume there is no update on the 2k situation?

[Edinburgh_lad1]

It's been fixed, but it's not. 

So, on Android, with the latest update (5.2), the badge shows as 2k and then immediately changes to 4k. 

The question is whether the live stream is actually 2k or 4k, but  I suspect Arlo dev team don't know themselves either.

I was assured by Arlo Care Team that all new app releases are tested, but there's lots of evidence to prove - this latest release including - that they aren't, as they would have picked up on that, and I wish Arlo would stop pulling wool over our eyes as I find this kind of approach very arrogant.

[Amatex]

Sadly mine is still stuck on either 2k or no badge at all, just says "Live" and I just updated the app , so I guess I will just wait but it's becoming tiresome tbh 😕