Follow up case #87978461

[majeanalo]

Hi,

I am writing to follow up on case ##87978461 regarding issues with my Arlo Ultra 2 and Pro 3 floodlight systems

Since their installation in December 2023, both cameras have consistently detected and recorded all motion—including pedestrians on the sidewalk and vehicles—to a local MicroSD card in my VMB5000r6 base station without a subscription plan. However, as of May 2026, the detection range has significantly decreased. The Ultra 2 at my garage now only triggers when individuals are within 3 feet of the door, and the Pro 3 floodlight detection has become inconsistent. I have already attempted to swap the Ultra 2 with a spare unit, but the issue persists.

During my chat with support on July 7, 2026, I was informed that "smart features" require a subscription. I would like to clarify that I am not interested in smart features; I am concerned with the basic motion sensing functionality that worked reliably for over two years without a plan.

Could you please clarify the following:

1.  Is there a new Arlo policy that requires a subscription for standard, basic motion sensing to function as advertised?
2.  If such a change occurred, when did it go into effect, and was there an official announcement sent to users?

I am looking to restore the basic detection range and reliability I previously experienced. I look forward to your clarification on this matter.

TDo

------------------- Arlo Support Response 07/07/2026 -------------------

Hi T Do,

We're following up on your support case and may need a bit more information to continue assisting you.

Case Details Case Number #87978461 Latest Update Smart feature enquiry

What we need from you: I would like to inform you that without a plan the cameras will not participate in smart feature. If you have changed your mind, please reach back to us we will help you to purchase a plan with discounted price. 

You can get back in touch with us anytime through the Support Center in your Arlo Secure App so we can continue working on your case.

If we don't hear back, your case will automatically close after 4 days. You're always welcome to reach out again whenever you need support.

[StephenB]

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@majeanalo wrote:

Since their installation in December 2023, both cameras have consistently detected and recorded all motion—including pedestrians on the sidewalk and vehicles—to a local MicroSD card in my VMB5000r6 base station without a subscription plan. However, as of May 2026, the detection range has significantly decreased. The Ultra 2 at my garage now only triggers when individuals are within 3 feet of the door, and the Pro 3 floodlight detection has become inconsistent. I have already attempted to swap the Ultra 2 with a spare unit, but the issue persists.

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Obviously not a "smart feature enquiry".  Not sure if the mods can re-classify that.

There is no change in policy, and the detection shuld work as before.  The PIR sensor can be affected by temperature, so this might be partly seasonal.

But first check the motion detection threshold (in default mode settings).  The old "Library" interface defaulted to 80; the new "Feed" interface defaults to 50.  So if the setting is 50, try resetting it back to 80.

[majeanalo]

Thank you for your help and looking into this.

I have been using the "Feed" interface with the detection threshold at the default of 50. For troubleshooting, I increased this to 80 and then 100, but the issue persists. Currently, a person must be 4–5 feet closer to the field of view than before for the camera to detect movement.

Regarding the possibility of PIR sensors being affected by temperature, both cameras have previously functioned correctly at these exact locations between May and September. They are positioned in the shade, away from direct sunlight and heat sources (see attached pictures).

Additionally, do you know why the motion sensors pick up vehicles on the street further away, yet fail to detect people walking closer to the field of view? This occurs regardless of the time of day.

Do you have any other suggestions for resolving these issues?  Please note that the second attached picture was rotated 90° CCW during the upload process.

.

[StephenB]

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@majeanalo wrote:

Additionally, do you know why the motion sensors pick up vehicles on the street further away, yet fail to detect people walking closer to the field of view? This occurs regardless of the time of day.

The sensors are looking for changes in IR.  Vehicles (particularly trucks) generate more heat, so often will trigger from farther away.

Sensors are arranged so they are more sensitive to motion across the field of view than motion directly toward the camera.  They also are much more sensitive at the bottom of the field of view (particularly the Ultras).

Are your cameras connected to solar panels?  Or are they connected to AC power?

[majeanalo]

Thanks for the explanation.

As depicted in the 2nd picture, the camera is not parallel to the street and sidewalk but at an angle (30-45°).  So all motion is always across the field of view.

Since the Ultra sensor is more sensitive toward the bottom, I wonder if re-adjusting the camera aim to point further away can be of any help.  I seem to contradict myself as it was working for over two years so why the need of re-adjusting it?  😤

Yes, both outside camera are connected to Arlo solar panels.

Does the Pro sensor have basically the same spec as the Ultra in term of motion distance and sensitivity?

[majeanalo]

I try to re-upload the picture but for some reason, it is rotated again 90° CCW.  So I deleted it.

[StephenB]

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@majeanalo wrote:

Does the Pro sensor have basically the same spec as the Ultra in term of motion distance and sensitivity?

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The Ultra cameras have 2 PIR sensors (one on each side of the lens).  The Pro cameras (including your floodlight) only have one.

Motion range for both is spec'd at 7m (25 feet)

• https://kb.arlo.com/000062617/How-far-away-can-Arlo-Cameras-and-Arlo-Video-Doorbells-detect-motion

Have you tried restarting the camera from the app?

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@majeanalo wrote:

Yes, both outside camera are connected to Arlo solar panels.

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If one is easy to reach, you might try disconnecting the panel as a test.  There have been a couple of cases where cameras behaved in an unexpected way when connected to power.

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@majeanalo wrote:

Since the Ultra sensor is more sensitive toward the bottom, I wonder if re-adjusting the camera aim to point further away can be of any help.  I seem to contradict myself as it was working for over two years so why the need of re-adjusting it?  😤

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FWIW, it does seem odd to need to reposition the camera.  But if it is easy to reach, it might be worth a try.

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[StephenB]

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@majeanalo wrote:

I try to re-upload the picture but for some reason, it is rotated again 90° CCW.  

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This better?

[majeanalo]

😀Definitely.  🙏

[majeanalo]

Hi Stephen,

Thanks for all the additional suggestion.

Will look into this when I got a chance and report back.

[BrookeN]

Quick follow-up to see if you are still seeing this same behavior. 

[majeanalo]

Thank you for the reminder and for following up on this.

I have disconnected the panel and repositioned the camera so the PIR line of sight is aimed further out.

Let's give it a couple of days to see how it performs.

[BrookeN]

Sounds good, thank you for letting me know. I will talk to you soon. 

[majeanalo]

Here are my preliminary findings regarding an issue with the camera's PIR sensor functionality when connected to a solar panel.

Here are the observations from my testing:

  - 07/22/2026: Disconnected the panel; the camera successfully detected a few pedestrians.
  - 07/23/2026: Reconnected the panel; no pedestrians were detected, only vehicles.
  - 07/24-07/26/2026: Disconnected the panel again; the camera resumed detecting a few pedestrians.

For unknown reasons, it appears the camera's PIR sensor no longer functions properly while the solar panel is attached.

Could you please advise on the following:

1.  Is there a known fix for this issue?
2.  Was there a recent firmware update rolled out in the background—particularly around May—that could have triggered this change?