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.

[StephenB]

---

@Amatex wrote:

So Live view is still showing a 2K badge
and I have just downloaded a video from my Arlo dashboard of a motion detected event and this is the information it is giving me.

 

---

Is your camera zoomed in some?  Your recording is in between 2K and 4K.  Try zooming the camera all the way out, and check that you get 4K recordings.  Then double-check the livestream label.

[Amatex]

I can confirm my cameras are zoomed all the way out as far as they can go and that was the result.

I will add a while when all of this started ( not sure about others in this chat)

I did have an issue I had an issue where my cameras were stuck zoomed in but it fixed itself,  maybe get the devs to check the code in the video settings section 

Maybe it thinks it's zoomed in when it's not causing the 2k issues???

[StephenB]

---

@Amatex wrote:

Maybe it thinks it's zoomed in when it's not causing the 2k issues???

---

Arlo doesn't give a lot of details, but my understanding is that when the Ultras are zoomed in, they are supposed to scale up the video to 4K in the camera (prior to compression).  That's clearly not happening in your case.  Personally I don't think it matters much as far as clarity goes, since the phone is going to scale the image to fit the display window anyway.  But it does look like a change in behavior, and it could be part of the puzzle.

My own Ultras are livestreaming at 1080p, even when 4K livestreaming is enabled.  Mine are zoomed out all the way.  So it's not just about the camera zoom.  

[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. 

[LandJS]

Here's the thing this stuff seems always to start after an update - this should be the first place to look and starting with what changes were made should narrow down the issue.  There's no excuse for it to take this long except that's always the case with Arlo.

[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.

[Edinburgh_lad1]

Whoever is in charge, if anyone, of that development team is not in control at all. I understand one issue, but that many?

Did you, by the way,  see my other post @BrookeN about black tiles after one tries to add a device? This is also related to the latest firmware, not to mention the timings being out of schedule - most likely your servers - instead of 9pm, my cameras became active at 9:06pm. (It's not my setup up, before the blame game starts.)

[BrookeN]

@Edinburgh_lad1 I am not sure if I seen the one with the black tiles. Let me see if I can locate it. You can tag me in it as well. 

[CodyG]

I'm back to 1080p on Live preview on my home network. It was working fine all week. 1 step forward and 2 steps back must be the motto.

[CodyG]

Back to 2K badge in live preview on home network , getting closer. 

[Edinburgh_lad1]

It's not very consistent on mine. So, sometimes I have the 2k badge and sometimes I don't. So, I don't think you should be using the 2k badge as a reference point in yours that things are improving.

[CodyG]

I think I'll be the judge at what I can say and what I can't say. 

[Edinburgh_lad1]

@CodyG what's your badge today, pal, and is there an improvement? 

[CodyG]

Back to garbage again. 

[Edinburgh_lad1]

Does this not support then what I said above? 

[Amatex]

Hi there,
I understand from the above posts you are working on a fix and you will provide an update, which is fine
but I feel communication is really lacking, this has been going on for far to long any normal company would be keeping us in the loop with what is happening and providing an ETA on the fix.
I am pretty disappointed atm with Arlo. 

[Edinburgh_lad1]

From experience: this will be weeks. At least. It's very disappointing, but since they separated from Netgear, it's been a horrendous experience.

[CodyG]

Why does my base station keep losing connectivity? In the last week it will show as unavailable and I have to unplug it and plug it back in. Usually the indicator light on front of the base station is blue when connected, I go to check it and it's solid orange. 

I'm so tired of this effing thing.  Biggest POS I've ever bought in my life. Can we get some kind of resolution soon, for the love of God I paid a lot of money for this system, I don't need it working only half the time. 

The only way I find out it's offline is if I go and check the app, only to find out that's it's offline. What if there was an emergency and I had no way to know because the security camera I paid for are always offline? 

How is that a product someone can depend on? How is that useful to all the people who buy their products? We need resolution ASAP before something bad happens to our homes/businesses or whatever we're using Arlo's products for.

[Edinburgh_lad1]

The resolution and possibility of change is to file a collective exec complaint. Not to Arlo US but to Verisure Europe. 

[CodyG]

I just want my cameras to work correctly for once in their life. I'm not here to file a complaint or anything, I just want what I paid for that's all. 

[StephenB]

---

@CodyG wrote:

Why does my base station keep losing connectivity? In the last week it will show as unavailable and I have to unplug it and plug it back in. Usually the indicator light on front of the base station is blue when connected, I go to check it and it's solid orange. 

---

I suggest first reserving the IP address for the base station in your router (making note of the address).  Then when it happens again, see if you can ping the base station from a PC connected to your network.

I also suggest switching to a different ethernet port on the router or switch.

Possibililities here are that

1. the ethernet connection between the base and the router (or switch) is failing
2. the router is not giving the base an local IP address for some reason (or perhaps there is an IP address conflict).
3. the base cannot reach the Arlo cloud over the internet

It'd be useful to explore the first two causes.

[MarkusFor]

I have lost my 2k resolution on both my cameras. The base hub is conneted via cat6 Cabel and my internet speed is 250mb/s

[StephenB]

---

@MarkusFor wrote:

I have lost my 2k resolution on both my cameras. The base hub is conneted via cat6 Cabel and my internet speed is 250mb/s

---

Are you talking about the 2K label when livestreaming?

Or are you talking about the resolution of your recordings?

[Edinburgh_lad1]

@CodyG everyone does because we all paid big money for this system. The truth is that it's not performing as it should. Also, Arlo had opportunities to finally do something about their shoddy services and nothing. Complaints on here go back to months. So, I think the way forward is a collective executive complaint as it's clear to me that otherwise, things will be the way they are.

[hotuonghung]

I will stand by you.