Arlo Ultra Camera won't show live stream.

[cardr03]

I have 1 ultra, and 3 pro's on my system.  All work good except for the Ultra.  I think I remember going through this same issues last year.  I'm in Ohio, temps now are 30 degrees at night and mid to high 40's during the day.  All the other cameras I can see a live stream in the app and on the Arlo web site.  The Ultra however just sits and spins trying to connect.  I get it to record sometimes, but some of those recordings are 1-3 seconds long.  Then some will be the normal 10-20 seconds.  Both the app and website are the same it won't connect.  

Any ideas?

thanks,

Doug

[jguerdat]

What happens if you bring the Ultra closer to your hub for testing? What construction is your house?

[cardr03]

I can do that....I just don't understand why this happens every year it seems.  Works great normally....  Also, the other pro 2 cameras work good......

House is stick built with brick.  

[jguerdat]

Stucco, brick and stone seem to be the most problematic for signal strength through the wall. The thought here is that the Ultra cameras being higher resolution require higher bandwidth/bitrates to operate compared to the older cameras which top out at 1080p. A possible solution is to relocate either the hub or camera for a better signal. Moving the hub away from the router is frequently a good place to start.

[cardr03]

So a couple weeks ago I went ahead and got the camera down, charged it and all was working good.  Every once in a while the connection would spin, but connect.  

Now, I'm right back to where I was.  No connection and just spinning.

I would think that If it had/has connection issues it would never work.  It worked up to this past weekend, and now nothing.

Any other suggestions?

Thanks

Doug

[jguerdat]

Bring it indoors for testing. I realize that isn't a long term solution but it is a troubleshooting step. Also, describe your house construction and the number of walls the signal has to pass through. Did you try moving the router and/or hub as suggested before? 

Since it could be a faulty camera, use the app to go to Settings, Support, select your camera and scroll down to Contacts to talk to official support.

[cardr03]

I brought the camera inside a couple weeks ago when it started working again.  Doesn't make sense what's going on.  Today it works.  It's about 42F here today started in the 20's.  

Brick and wood construction.  It has to pass through 3 walls and the brick on the outside.  My struggle is that during the summer I never have any issues.  It's only this time of year.  With moving the hub will that have a difference in the winter vs summer?

Thanks for the help,

Doug

[jguerdat]

It's hard for me to try to quantify the issue being only in winter unless the camera and/or battery is reacting to the cold unusually. The brick substrate may be blocking the signal enough that the camera, being cold, is struggling with the connection. That would lead me to the thought that the camera is faulty so contacting official support would be needed for a possible RMA.

Moving the hub closer to the camera would likely help as long as it doesn't harm the connection to any other cameras. Simply moving it away from the router may be sufficient.

[cardr03]

I moved the hub to the front of the house to get it as close to the camera as i can.  Still same issue.  

I even get alerts from the camera in the app for motion.  However, no recording shows up....

This camera was ordered on 10\29\2020.  would it still be under warranty?

thanks

Doug

[StephenB]

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@cardr03 wrote:

This camera was ordered on 10\29\2020.  would it still be under warranty?

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Warranty is 12 months in most countries.  There is an option to extend it to 2 years in Europe.

So it won't be covered by warranty anymore.

Did you try removing it from the account and doing a hardware reset (holding down sync for about 15 seconds, until the camera flashes amber)?

[cardr03]

ok, I figured so.

I have not tried a hardware reset.  

When you say remove from my account, just delete that camera from the app?

Once you hold the sync down and it turns amber, then do you just sync it in the app again?

Thanks,

Doug

[StephenB]

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@cardr03 wrote:

When you say remove from my account, just delete that camera from the app?

Yes.  That removes it from the account (so my.arlo.com, etc will also not show it).

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@cardr03 wrote:

Once you hold the sync down and it turns amber, then do you just sync it in the app again?

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 After it flashes amber 3x it will start flashing blue.  Then  go into "add device" again.