Arlo|Smart Home Security|Wireless HD Security Cameras|NETGEAR
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Apprentice

ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

I've spent hours per day over the last week trying to figure out why some of my Arlo Ultra Cameras stopped recording on motion.  I have two different Ultra systems on two different accounts in two different states and both systems have this problem. Symptoms are:  Arlo app shows last activity hours ago on some cameras, when I know there was activity during this time that should have been recorded.  No recordings in the library for those certain cameras either, no surprise there.  I've spent hours resetting batteries in cameras, rebooting the base station and even factory reset the base station and then rebuilding my cameras from scratch. The problem re-appears and it isn't always a specific camera that stops recording. The problem moves to different cameras. I do have some cameras that have a weaker signal that the others, but it isn't the weakest camera that always goes to sleep.  Sometimes the weaker one will stay working but the stronger cameras can also be the one that goes to sleep instead. The only way to "wake up the camera" seems to be to either remove and resync the camera or reboot the base station. Despite a short restoral period, the problem appears again.  After hours with Arlo Chat, going through the painful processes they must ask you to do or try - nothing got fixed. I finally got escalated to Level 2 support. Finally I was informed that the Ultra Base station received a firmware update on July 29th -the "exact day" that my problems started.  My fault for not checking the Arlo website for a list of recent updates - it was there, Arlo Ultra Base update on July 29th.  Unfortunately, Arlo cannot revert to the previous firmware version.  At present, they don't know what came out in that update that "broke things".  Anyway, I hope this report helps others to avoid the painful amount of wasted time troubleshooting that I've spent.  Oh, another thing - I also have Arlo Pro cameras at the same location and they all work fine, they don't have this problem.    Last thing: I've seen many claim that the Arlo Ultra systems don't have the range to cameras that the Arlo Pro has/had.  I also have seen this.  An Arlo Level 2 technician told me today that is absolutely not possible or true. If the power and sensitivity isn't less, the antenna pattern must be different. The result -not as good of range.  I hope this helps at least one person! Take care and Good Luck!   Matt

Model: VMS5440 | Arlo Ultra 4 Camera Kit
Message 1 of 44
Guide

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

Hi HazzMatt, do you use the outdoor AC power cords with your Ultra cameras?

Thanks,
Message 2 of 44
Apprentice

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

No, why do you ask? I do have 3 cameras on Arlo Ultra Solar panels.
Message 3 of 44
Apprentice

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

yes the rebooting, pulling batteries and re pairing is getting old.  Just this evening I had two cats playing in front of 3 different cameras less than 10 ft. away and nothing.  Other than the app not being able to handle doze mode on androids I was fairly happy with ultra until my brother came to visit from MN.  He just installed the pro 2 system and his recordings were beyond a doubt clearer and more detailed than mine.

Message 4 of 44
Apprentice

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

Same frikking issue here - motion recording stopped working correctly since 7/29 update.... super frikking annoying. There is literally something broken with every single update these monkeys come out with.

I’ve frikking had it with Arlo. This entire $2k system is a waste of time and money. I’m don’t and moving to a different brand that is competent and cares about their customers.
Model: VMS5240 | Arlo Ultra 2 Camera Kit
Message 5 of 44
Apprentice

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

The good news is that I feel vindicated that I was finally able to convince Arlo I didn't have some settings wrong on my end. The bad news is that you're going through this too. The main purpose of my post was to save others from going through my experience. Arlo is sending me a new station from a different batch as a troubleshooting & isolation test. I don't know if it will work or if I have to wait for an update fix. I like Arlo enough to keep it but OMG, the pain and hassle I and others of gone through! Arlo took a beating early on with different problems and IMO this issue is just as bad. I wish you luck. Maybe you'll hang in there until the fix is identified and published.
Message 6 of 44
Apprentice

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

Oh I know that I’m in for a lifetime of stupid issues with this system....

Don’t hold your breath on the base station being the problem - it’s 95% certainly a firmware issue - as, like you, mine worked like a champ until the 7/29 update and now is doing the same thing where the Ultras won’t sense motion and record unless the base is rebooted. And even then it’s only good for an hour or so before doing it again.
Message 7 of 44
Apprentice

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

Oh, I agree. I don't expect the different base station to fix the problem either. They told me it's a different batch that's not in the market. I'm sure it's the 7/29 update as well. Arlo claims they can't go back or release another update that does the same thing as go back. At least I know that I'm not alone and the issue known now. I sure could use some inspiration from Arlo Moderators that are supposedly here with us. Nothing yet.
Message 8 of 44
Apprentice

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

It’s also important to note - I have 2 Ultras and 5 Pro 2’s connected to the SmartHub.

The Ultras are doing this crap, the Pro 2’s are not.... so it’s certainly something related specifically to the SmartHub, and the connection with the Ultra cameras.

I also saw another thread on this same issue and asked @JamesC if he could look into this for us. He’s always been the most helpful of the Mods on Arlo’s site!!
Message 9 of 44
Apprentice

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

What is the title (or link) of the other thread please. I looked for one before I posted mine and I could only find similar posts that were from May or older - not since,7/29 when the bad update came out.
Message 10 of 44
Apprentice

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

https://community.arlo.com/t5/Arlo-Ultra/Arlo-Ultra-no-notifications-no-recordings-but-motion-detect...

 

Here it is. Not as detailed of a description as what you had initially brought to light - but it appears to be the exact same issue.

Message 11 of 44
Community Manager

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

This issue has been escalated to the development team. I will provide an update as soon as I know more.

 

JamesC

Message 12 of 44
Guide

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

Hi LandJS, do you use the outdoor AC power cords with your Ultra cameras?

Thanks,
Message 13 of 44
Guide

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

Hi Mjbeuke, do you use the outdoor AC power cords with your Ultra cameras?

Thanks,
Message 14 of 44
Apprentice

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

I don't leave them plugged in.  I do have a 25ft.  outdoor I use for charging them but will be buying enough to run all of them plugged in when I travel for longer periods.  Will just run them near an outlet where I can just plug them in without having to climb a ladder.

Message 15 of 44
Apprentice

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

Yes I have 25’ outdoor power cables powering both of mine. They both remain 100% charged and show the lightning bolt charging symbol at all times.

I did remove power from both to see if the issue still happen on battery power - and it does - so I’ve tested for this both with and without AC power and in both instances it happening.
Message 16 of 44
Guide

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

Thanks for answering Mjbeuke.

When this happens and no motion clips are recorded or push notifications are not working.

Two questions-

When you go to the ‘mode’ section does it show ‘armed’ or ‘getting information’?

Also- when you are experiencing the issues and you are on your devices section. Does it show the battery charging signs below the cameras or nothing about them at all?

Because when my 2 cameras don’t record or notify me of motion then the mode isn’t armed it only shows ‘getting information’ and on the devices page it shows no battery icons at all below my two cameras.

I’ll attach a screenshot of what I’m talking about.

I have reboot the base station via the app to temporarily fix it.
Message 17 of 44
Highlighted
Apprentice

Re: ARLO ULTRA MOTION RECORDING "GOES TO SLEEP"

I was just told by Arlo Level 2 support that this issue has actually now been identified. Hopefully a proper firmware update will fix this problem!!
Message 18 of 44
Qia Aspirant
Aspirant

Arlo won’t record motions to the library.

To the Arlo team

somebody has the solution for this big issue?

since almost a month and 1/2 ,2 ( out of 4) stops records motions to the library.

I tested  them ( motion detection test) and, was good.

call Arlo support, open like 4 cases, and until today nothing happens.

one more time, anyone knows what goin on???

are you going to release pretty soon another update to fix the problem?

and guess what, another camera star with the same problem today,which is means that I have only one on “ service “.

How long we( customers) have to wait for a real solution?

Also the smart notifications, send me false alert, confusing “ cars” with Animals 🤭🤭, and “ motion “ and you will see cars, 🤭🤭🤭.

all that stops, because don’t record nothing.

 

Model: VMC5040 | Arlo Ultra Add-On Camera
Message 19 of 44
Star

Camera not recording

I have my two ultra camera system connected with four pro 2 cameras . I been having this issue with one of my ultras for a while now . It records and sends alerts for a bit . Then for no reason it’s stops sending alerts and doesn’t record. When it doesn’t respond I need to restart the base then it works for a little while . Then it stops recording. The weird thing is I don’t have this problem with my pro 2s and my other ultra . I have the same settings that my other ultra Has and the pro 2 . Nothing different I don’t understand why this keeps on happening to this particular camera . I just received this new camera from arlo under my warranty. As I was having issues with the defective camera I sent back because it completely stoped recording and sending alerts. I have a custom mode as well with the camera that’s giving me issues it does the same thing . Even when I stand in front of the camera jump around or do hand movements nothing works to trigger it . I’ve deleted the camera and installed again. No luck
I noticed many people having this similar issue as well .
Model: VMS5240 | Arlo Ultra 2 Camera Kit
Message 20 of 44
Apprentice

Re: Arlo won’t record motions to the library.

I made a similar post, and others responded saying they have the same issue.  Our issues started on July 29th as a result of Arlo's Ultra base station firmware update on that same day.  There is no word of a fix.  You stated your problems started much farther back.  If you issues started before July 29th, then maybe our problems are not the same.  My motion recordings were fine until July 29, but it took me nearly a week before Arlo had told me of the July 29 update.  Shame on me for not noticing the firmware update myself, but I didn't know that Arlo posts these notices or where they were.  Good Luck to all of us!  I now have two essentially worthless Arlo Ultra systems until this problem is resolved.

Message 21 of 44
Apprentice

Re: Camera not recording

Welcome to the club.  This motion recording failure for the Ultra's started on July 29th after they sent out a Ultra Base Firmware Update.  Arlo engineering supposedly knows about it and is trying to fix it, but it's now been two weeks since the bad update came out and we seem to be no closer to having our Ultra systems working again.  Of all the issues I've had with Arlo when I started with the Pro cameras, this latest Ultra issue since July 29th seems to be the worst.  Good Luck to all of us.

Message 22 of 44
Initiate

Re: Camera not recording

Glad to hear I’m not the only one.  Hopefully the fix isn’t far away.  Upgraded to the Ultras just recently and have had problems ever since.  You'd think they would conduct substantial internal testing before pushing firmware updates out to the community.

 

Very concerning a security camera system can fail so catastrophically and without warning. 

Message 23 of 44
Apprentice

Re: Camera not recording

I chatted with Arlo again an hour ago and still no update news, other than they're working on it.  The only real good news is that there are no more frustrating tests and troubleshooting steps for me to do.  So instead of running around and being angry, I just wait for the fix to come out, but I'm still angry.   Good Luck

Message 24 of 44
Community Manager

Re: Arlo won’t record motions to the library.

HazzMatt, Qia

 

Do you have local storage enabled on your SmartHub?

 

JamesC

Message 25 of 44