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.

[Edinburgh_lad1]

Try restarting the hub, logging out, clearing cache. This system is so delicate that it's unbelievable. It'd even be offensive to call it a college project.

[Amatex]

Okay so after clearing the cache, logging out, and just randomly clicking random settings in the video settings 

I managed to get 1 of 2 to 4k.

The other is still saying 2k but it is glitching green a little bit ( like its trying so hard to be 4k) 

And yes before anyone ask I do know about the flicker settings on the hub, the flickering was never an issue until doing all that above, fingers crossed it will fix itself.

[Amatex]

Update: I turned on Auto zoom ( which got rid of the "pinch to zoom feature" 

Then turned it back and both my cameras are now 4k

[Edinburgh_lad1]

So, the question is: do they display the same behaviour as mine, i.e. 2k badge first and then immediately the 4k one? 

Also, displaying a 4k badge doesn't necessarily mean that the stream is 4k - you have thought about that, right?

You can't just randomly click/select random settings to get 4k on your ultra. You have to choose a specific one, which is "record in max resolution' or something similar.

[StephenB]

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@Edinburgh_lad1 wrote:

Also, displaying a 4k badge doesn't necessarily mean that the stream is 4k - you have thought about that, right?

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Even when your stream is 4K, your phone can't show 4K at full resolution (since there aren't any phones that have a 3840x2160 display).  

That said, enabling Auto Track and Zoom will reduce both your recordings and your livestream to 1080p.  If you did pinch/zoom your camera view at all, then it might well have dropped to 2K.  @KachinaShadow recently reported that behavior.  Zooming the camera view all the way out resolved it.

[BrookeN]

Is anyone within the thread still seeing the behavior with the 2k instead of the 4k? 

[LandJS]

Mine still shows 2k for a moment when going live and quickly changes to 4k.  Whether that is now normal I couldn't say.  Actually haven't had reason to pay attention before so perhaps that has been the case from a previous update I hadn't noticed.

[LandJS]

and now today mine is back to not showing 2k or 4k and that's with no update between yesterday and today

[Edinburgh_lad1]

Mine, too, not to mention the old issue of streaming in the background when you don't press the square to stop the live stream. Is this a server issue given this intermittent behaviour of the label appearing/disappearing? Was the streaming in the background issue ever resolved?

Update: When I tried a minute later, the label was there. 

When is Arlo going to introduce a programme of incentives for us testing the app for them?

[LandJS]

Don't know if it's just the android app but for the last week or so my library for the day won't show until I reboot the phone.  Whatever, that last update made a mess of things.

[LandJS]

and having said that - this morning all is working as it should.  We'll see how long it lasts.

[djskyhawk]

All of my cameras have the same settings and running on AC.  One camera shows 2k live and the others all show 4k.  Only shows this when on wifi, doesn't show anything when using data.  Recorded video and it records in HD only.  This is not what I'm paying for.  I set detection zone and camera still picks up motion 50 feet outside of zone. These cameras are not worth the money.

[StephenB]

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@djskyhawk wrote:

All of my cameras have the same settings and running on AC.  One camera shows 2k live and the others all show 4k.  

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Make sure the problem camera is completely zoomed out.  

[djskyhawk]

It is.

[BrookeN]

Just wanted to do a quick follow-up and see if anyone is not seeing this as resolved. Can you please let me know if you are still seeing this same behavior?

[djskyhawk]

Still have the issue on one camera.  I've had numerous problems, with this camera, so, it may be a camera issue.  It is a VMC5040, just like the others.

[BrookeN]

I apologize if you have already tried this step, but have you reset the device and then re-onboard it back onto the account?

[Edinburgh_lad1]

Hi @BrookeN 

Can we have an explanation why Arlo devices constantly need reset and on-boarded again? I find this tiring having to constantly clear caches, reset, onboard etc. it's never ending with this system! So, would you please or @JamesC finally provide a reasonable explanation as to why that is.

Thank you! 

[StephenB]

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@djskyhawk wrote:

Still have the issue on one camera.  I've had numerous problems, with this camera, so, it may be a camera issue.  It is a VMC5040, just like the others.

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I suggest zooming the image in, and then zooming it all the way out again, and see if that helps.  Even a slight zoom can result in getting a 2K livestream.

[Edinburgh_lad1]

Mine still shows 2k and then changes to 4k. So, is the stream 2k or 4k? I have no zoom set up.

Have the other issues that I raised on this forum been addressed yet?

[BrookeN]

You should see the cameras streaming from 4K as long as :
 

• 1. You're streaming this via the app and the phone is connected to the same local wifi network as the Smart Hub
•  2. Local Live Streaming is enabled in the camera's video settings 
• 3. You cannot local live stream in 2K or 4K on more than two cameras simultaneously. 
• 4. Only Ultra cameras are capable of doing a 4k local livestreaming. 
• 5. Make sure the cameras are not zoomed in.

[djskyhawk]

All of these conditions are met, still just 2k, (VMC5040).  Other cameras are 4k, even when zoomed in.  A good camera should not loose quality just by zooming in.  I think it is a camera problem as I have had nothing but problems, with this camera.  I've had problems, with the entire system, over the years, but, I'm getting used to that.  I'm, currently looking at replacing everything with SimpliSafe.

[Edinburgh_lad1]

I'm sorry @BrookeN but I can confirm: two of my cameras (the third one being a Pro2) show 2k for a second and then move to 4k.

From experience I know that in 99% of cases it's an Arlo issue. Happy to record the screen if you don't believe me, but to be honest, I'd start with checking at your company's side to start with.

[BrookeN]

@Edinburgh_lad1 can you please provide a short video of this behavior?