Images from my Ultra 2 and Pro 2 slowly drift out of frame when looking at live images

[BillinSoCal]

I have a total of five cameras (Two Ultra 2 and three Pro 2) connected to my base station. Recently, I have been experiencing a situation where, when I am looking at a live image on our mobile phones (both Samsung androids) from one of the cameras and pinch zoom in for a larger image, the image on the phone screen slowly begins moving on its own (sometimes left or right, other times up or down) all the way to the side. This is extremely frustrating, especially when I am keeping an eye on my disabled wife at night when she is in bed sleeping and I am in the living room. It is pretty much impossible to make sure she is doing ok when I zoom in a bit on her and the image starts drifting out of the center of the screen, usually all the way to the edge of the screen, to where my wife is no longer even visible. I've tried rebooting the base station, re-syncing the cameras to the base station, and turning our Wi-Fi modem/router off & on numerous times with no success in eliminating the drifting images. The firmware on all of our devices is up to date, our Wi-Fi signal is strong, and the auto-tracking/zoom function is turned off in the cameras. Does anyone have any suggestions on how to get the live images to stay stationary on the screen after I've zoomed in on something a little bit? Thanks for whatever assistance you can give me.

                                               Bill in SoCal

[jguerdat]

What phone, OS version and app version? Does it happen on all cameras or just one? WHich one?

[BillinSoCal]

Hello, jguerdat,

    Sorry for the delay in replying. The image movement problem is happening with all five of my Arlo cameras. The movement happens on my Samsung S22+ phone (which uses the Android Version 14 OS), my wife's Samsung S10 phone (which uses the Android Version 12 OS) and on our Samsung A8 Tablet (which uses the Android 14 OS). On our vintage Samsung S2 tablet, though, the images do NOT move. That tablet uses the Android 7.0 OS. Our current Arlo app is 5.4.2_28786.   

      I hope that information will help you to, hopefully, figure out what is going on with my Arlo images, as well as what I might be able to do to eliminate the unwanted movement. I'll look forward to reading your next message.

                                                        Bill in SoCal

[bbguy]

I'm experiencing the exact same problem with both my Arlo Q and Arlo Essential XL cameras.  I'd say I first noticed it within the past month or so.  Very annoying.  Can't seem to find any solutions after a fair amount of searching.

[BillinSoCal]

Hi, jguardat,

    I posted a reply to your note that provided the information you'd asked for regarding our cameras, phones, OS's, etc.  Did you get a copy of that posting? Since I haven't seen any more postings from you regarding my issues, I'm wondering if you had received my additional info? If you get this posting, please let me know. If necessary, I can get the info again that you asked for and post it again. Thanks. And if you didn't see it, there was another Arlo user who posted that he was dealing with the same image movement problems as I am, so this may be a widespread issue for Arlo users...

      Bill in SoCal

[BillinSoCal]

Hi, bbguy,

      Thanks for your note. I'm glad to hear that I am not the only one experiencing this annoying problem with my Arlo system. I did post a reply to another Arlo community member who I think is pretty experienced with troubleshooting Arlo problems. I posted a reply to him and provided him with some information about our system, our phones and so on, but I have not seen any replies from him, so I'm not sure if my reply actually got posted or sent over to him. I just sent him another post and will wait to see if he got my information. I will try to let you know what he comes up with, if and when I hear from him. 

                                                 Bill in SoCal

[StephenB]

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@BillinSoCal wrote:

Hi, jguardat,

    I posted a reply to your note that provided the information you'd asked for regarding our cameras, phones, OS's, etc.  Did you get a copy of that posting? 

      Bill in SoCal

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Did you send a PM to @jguerdat ?  I am only seeing the three public posts on this discussion thread in your profile's posting history.

Are you seeing this same issue on a PC (using my.arlo.com)?

[JP-FR]

Same here with ultra 2

Android 13 & samsung One UI 5.1

[bbguy]

I'm also Samsung (Galaxy s10e). Android 12. One UI 4.1

[jguerdat]

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@BillinSoCal wrote:

Hi, jguardat,

    I posted a reply to your note that provided the information you'd asked for regarding our cameras, phones, OS's, etc.  Did you get a copy of that posting?

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Nope - it's not here nor in my DM Inbox. Please repost with all details and we can make suggestions.

[BillinSoCal]

Hi, jguardat,

    Sorry to have taken a little while to get back to you. Much of my day is taken up with caring for my wife, and I often don't get a chance to get online until the evening. Anyway, here is the info again on my system: I have three Ultra 2 cameras (one is in our bedroom, while the other two are outdoors watching our carport a couple of hundred feet away). Those cameras are hardware H10, if that matters. The other three cameras are Pro 2's (as far as I remember) and cover our two small outside patio areas and our sunroom. Two of those are hardware H8, and one is H4. All of my cameras show up-to-date on firmware. Our base station is a VMB5000r6, connected to our wi-fi via a Netgear Nighthawk modem paired with a Netgear Orbi router network. Our phones are a Samsung S22+ (Android 14, UI 6.1) and a Samsung S10 (Android 12, UI 4.1). We also have the Arlo app installed on a Samsung A8 tablet (Android 14, UI 6.1) and a Samsung S2 tablet (Android 12, UI 4.1). Interestingly, the drifting image problem happens on all of these devices EXCEPT for the old S2 tablet. The S2 doesn't have any problems. I hope this information will help you to figure out why my system now has the issue with images slowly drifting when I try to zoom in to a higher magnification. Some other Arlo users also seem to have this problem with their systems, so if you can figure out a fix, a lot of Arlo users will likely be very appreciative. I hope this note will make it into your inbox and that you'll be able to come up with a cure. Thanks!  Bill 

[StephenB]

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@BillinSoCal wrote:

I hope this information will help you to figure out why my system now has the issue with images slowly drifting when I try to zoom in to a higher magnification. Some other Arlo users also seem to have this problem with their systems, so if you can figure out a fix, a lot of Arlo users will likely be very appreciative.

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This is a user-to-user forum, and neither @jguerdat nor I work for Arlo.  At best we could maybe find a workaround, we certainly cannot fix anything.

This sounds like an app issue.  It'd be useful to know if any other folks using Samsung phones are seeing it - or if folks with any other brands are seeing it . FWIW,  @jguerdat has a pixel phone.  I have an iPhone, and am not seeing this problem with my Ultras.

Have you tried using a PC (my.arlo.com)?  Just to see if the problem happens there as well?

[jguerdat]

FWIW, I just tried zooming in on live view using both the initial "thumbnail-size" screen as well as full screen using one of my Ultras with no problems. This was done on my Chromebook which uses an Android 13 layer.

However, on my Pixel 9 with Android 15, the "thumbnail" version was fine but full-screen slowly drifted so it appears to be a full-screen issue. This is using the latest app, 5.4.3.

@JamesC , @ShayneS , @BrookeN can you check into this? It doesn't seem to be an OS version-specific or manufacturer-specific issue.

[StephenB]

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@jguerdat wrote:

@JamesC , @ShayneS , @BrookeN can you check into this? It doesn't seem to be an OS version-specific or manufacturer-specific issue.

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It is not happening on my iPhone with either 5.4.2 or 5.4.3.  

[BillinSoCal]

I took your suggestion and went onto the my.arlo.com site on my laptop. I went ahead and used the upgrade feature to upgrade my account. I then found that if I look at the video feeds using my laptop, the images do not move in either thumbnail or full-screen sizes. When I then looked at the images on my phones and our newer tablet, the thumbnails and the full-screen images did not move, either. I could pinch the thumbnail images to zoom in and they showed no movement. On the full-screen images on those devices, if I would leave them at the 1.00 magnification, there would be no image movement. However, if I pinch the full-screen images to zoom in a little bit, the magnified images DO begin to slowly drift off to one side or the other. It's frustrating, but I am not enough of a techie to know just what things I might be able to try in order to eliminate the drifting problem...

[StephenB]

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@BillinSoCal wrote:

 It's frustrating, but I am not enough of a techie to know just what things I might be able to try in order to eliminate the drifting problem...

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It's a bug in the app, so you need to wait for Arlo to fix it.