Can you please help us out here? I would contact support as you would recommend - but what’s the point? I have a ticket in for my Pro 2 Base station for nearly 2 months that I’ve called to inquire on a update for - and have never been updated from the team even upon my asking. And this is “Tier 2 support” that I wasted a ton of time running around taking pictures and uploading them as requested.... I never even heard back! Talk about gasoline on the fire....
I really want to get this resolved - it completely crippled and ruins the ultra system which until now I’ve had very few issues with.
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.
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!!
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.
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.
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.
When this happens and no motion clips are recorded or push notifications are not working.
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.
Curious, when this ill behavior is happening and you go to the mode section, does it show ‘armed’ or ‘getting information’?
My mode shows ‘getting information’ (screenshot attached) and I have to reboot the base station via the app to get it back to ‘armed’ mode so it’ll notify me via push app notifications and record the motion events to the library. This only works for a few hours then I have to reboot the base station again.
When I have ‘getting information’ in my mode than none of the push app notifications work and no motion clips are being recorded to my library until I get it back to showing armed.
If there is actual truly motion at my cameras and my mode is stuck at ‘getting information’ at the time the time of the motion than Arlo app won’t send push notifications and never record the motion clip to the library.
I am having the same issues with my Ultra system. All three of my cameras were working perfectly for weeks without issue. In the past few days, the cameras have stopped detecting motion. Sometimes all three would stop, other times just one. I have two at the front of my house about 10 meters apart. One will record motion and the other does not. (they usually record for the same motion) Swapped camera locations to see if it was the camera that was the issue, it was not the camera. All cameras have two out of three bars for signal strength. But then out of the blue it will record motion for a short time then stop again.
Occasionally when this occurs the base station will flash amber, other times the solid blue light remains on.
The system is armed and set to record for all motion. The firmware is up to date. (I am not sure when I updated the firmware last, so cannot comment if that is the issue)
I have removed cameras from the base station and reinstalled them. The only thing I have yet to try is a full reset of the base station.
Maybe we are mixing up different issues here ... my base station is showing "Armed" as it should and also the motion detection and the recording is working.
The "only" thing that isn't working is the notification system and the recordings don't show up in the library on my mobile app!
The support has not yet replied to my eMail but I will do a factory reset soon and will update this thread here once I have news for you 🙂
Short update here:
Since the Arlo support still has not reached out to me except an eMail that I have to re-write all of my problem description in german I've reset my base-station to factory settings today.
I did all the initial stuff that's required, paired all my cams again to it and after about 30 minutes got everything back to my previous state BUT STILL NO NOTIFICATIONS are working!
I even tried to enable the eMail-Notifications but they don't work either.
Now I'm totally out of options and I'm think it is more than very likely that this is a software bug of the latest firmware version of the base-station!