I noticed my cameras which were connected to the ultra base station didn’t have any recording and kept going offline for some reason. I narrowed it down to only happening since the dec 2nd firmware update, and after some testing I realized that the base station will go online but goes offline as soon as any camera is triggered to record.
This is completely the opposite I would like a security camera to work. Why would I want a camera to go offline as soon as it’s triggered. Then no recording is saved afterwards?
I have been having geofence issues which I have relied on for over a year since iOS 13 and I am told it is being worked on and should be fixed in the next app update. Now, they have another “update” which is another step backwards.
Anybody else having this issue with the ultra? My arlo pro base is still working as expected, minus the geofence issue...
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CEO Matthew McRae is all about plugging new feature functionality. But has yet to address this issue.
Please, keep letting him know via twitter your honest opinions on this situation! Don't let up.
Hey team. Arlo got back to me on Matthew McRae's twitter thread. The response should put us all at ease. I certainly am far more informed!
"Hello and thank you for contacting Arlo. Can you please DM us with your contact info and the email associated with your Arlo account so that we may have our Customer Care Team follow up with you directly? Thank you! ^KN"
I'm actually going to DM and let the cycle begin again. Why?! Because I believe in 8th chances. Odds on me being requested to completely reset my system again? Maybe remove my subscription and resubscribe again?!
Please continue to let Arlo know via all channels how you feel about this issue going into day, what is it? 10, 12?
Reminder that you can voice your honest opinion here https://twitter.com/mbmcrae
Welcome to Arlo support. I had 5 tickets over 5 months for the same issue and brought it up on here numerous times and when they finally put me in touch with upper level, they claimed it was the first time they had ever heard about it. That is either incompetence or outright BS. Don't know which but what can you do after investing so much money.
Its called "bury your head in the sand"
As I have already posted, I got in touch with support. What could only be described as incompetent, was the person on the other end. He pointed me to this web site https://status.arlo.com/ Then proceeded to question my ability or sanity because nothing I was describing was posted as a fault. What a **bleep**! If I could have climbed down the phone and punched him in the nose, then I would have! It sounds like that seems to be a common situation..deny...deny...deny. What a crock of sh1t!...Maybe if we bury our heads in the sand, the problem will go away on its own! Again...incompetent!
They sent me an email, asking for a case update...here is my reply!
I have nothing more to say to you. Last conversation we had you pointed me to a web site that didn't mention any issues with the Arlo system. Actually, I know that web site and it never has, with any of the faults recently. You were eluding to the fact that my faults weren’t common, and that you were questioning my sanity or integrity, or even my technical ability. FYI I am an electronics service tech by trade, so I more than likely know sh1t loads more than you about electronics…Get your head out of your arse!
By the way, I posted our conversation on the Arlo community, it got the responses it deserved!
For the record, the Arlo system is sh1t, the recent fault is only a small part of a long story, and not the first time this so called security system has failed to perform to expectations. Here are some of the faults experienced.
Cameras triggering (from movement) but not recording anything.
Cant set up activity zones with my ultra cameras. (I can with Pro 2) The zoom on the settings is only half the FOV, and I cant set the zoom or reset it, those options are greyed out. This all over the community forum and is a common fault!
Cameras randomly producing short recordings, shorter than the time set. (120 sec)
Cant program a trigger to record on a different camera (in modes).
Arlo light does not stay on for as long as programmed once triggered (randomly)
Arlo door bell doesn't always work and un-pairs itself randomly from my Pro 2 base.
There are many more, these are just a few that come to mind before I waste too much of my life on this piece of sh1t system.
I have already posted this on the "Activity Zones not working thread", but wanted to update all of you on my previous posts.
JamesC - You are the only person trying to help this community, I thank you for what you do, but this is a plea to you for help!
I was one of the very first owners of the Arlo Ultra system and am well versed in it and previous firmware updates/problems. This is my current system.
Base Station VMB500r4 Firmware 220.127.116.11_244_c345a43
4 Ultra Cameras H6 Firmware 1.070.50.0_197_09137a0
Audio Doorbell HW version 1.2 Firmware 18.104.22.168_309_283
Chime HW version 1.2 Firmware 22.214.171.124_297_266
Android Arlo App 2.12.0_26090 released 12/13/19
All cameras have constant AC power cables
The above is just to show that my $1500 Arlo Ultra system is completely up to date for firmware/software and is still completely non-functional. Although I did NOT want to spend 1/2 of my weekend troubleshooting Arlo equipment, I felt it was my duty to try and be part of the solution and not just complain. I did NOT want to go down this road, but I did.
Got out my ladder, physically removed all four Ultra cameras, audio doorbell and chime. Within the Arlo desktop app, I removed the chime, bell, four cameras and then base. Pressed sync button on chime 10 seconds to reset it. Pressed sync button on doorbell 10 seconds to reset it. Removed the batteries from all four cameras. Pressed reset on the base station for 10 seconds. Took the additional steps of deleting all video in my cloud storage library. Bought a brand new 64Gb SD card for the base station. Deleted the cache for my Arlo Android app and then deleted the app. Restarted cell phone and re-installed Arlo app.
At this point, I believe I had created the equivalent of a new out of box experience. Plugged Ethernet cable into my SmartHub and applied power. Light went to a solid blue. Used my newly installed Android app to add the SmartHub to my account. To be extra safe, I gave it a different name than before. Inserted brand new 64 GB SD card and reformatted with the Arlo Android app. One at a time, I installed the camera batteries and added them using my Android app. To be extra cautious, all cameras received a new name.
Finally, I added the audio doorbell (with new name), and associated it to a camera. Lastly, added the Arlo chime (with new name). All synced well and everything went as it should have.
Physically reinstalled all devices back to where they belong. Verified that I could do a "live view" on all cameras. Doorbell and Chime behaved as expected.
THIS IS WHERE I BELIEVE THE PROBLEM LIES.........
Tried to set up activity zones with my Android app as well as Desktop app. All four cameras are automatically zoomed to either the upper left 1/4 of the live view screen, or they are even zoomed into a 12"x 12" area in the upper left quadrant. There is no way for me to change this. As a result, I can NOT set an activity zone and they really only trigger when something happens in this small area.
Although Arlo hasn't paid me to be a beta tester for their system over the last year, that is EXACTLY what I have had to do to protect my $1500 investment. I REALLY hope you will forward this to your engineers. There is NOTHING I can do to make this better. The problem lies with the firmware update of 12/2. Instead of focusing on new features, Arlo should make sure that basic functionality exists first. I am starting to regret my purchase last year.
Certainly i could call tech support and let them take me through their pre-written scripts, but as you can see I have meticulously done what they would have me do and my system is still no better than a door stop. The problem lies with ARLO.
PLEASE LET ME KNOW WHAT TO DO!
I did have that problem initially, but for the last few days, my hub has stayed online and steady blue. Just doesn't see anything or record much. Sometimes, a car or lights from 500 feet away will trigger it. Completely at the mercy of the porch pirates because I have no working security cameras.
The engineering team is working hard to resolve the issues being reported here with Activity Zones, SmartHubs falling offline etc. I don't have a solution to provide at this time but will post again here as soon as I receive more information from the team.
We apologize for any inconvenience caused and appreciate your patience while we work to resolve these issues.
Hi Dbensette, the Arlo CEO actually just posted on his Twitter account about an hour ago and acknowledged the issue thankfully! See it here!
I appreciate your help and updates, but right now, in the midst of the Holiday season. Owning an Arlo security system is similar to putting a target on your house for porch pirates. They can be assured that any house with an Arlo camera is an easy target for theft!
What did I spend $1500 dollars on?
You can apologize all you want but my Grandma used to tell me that saying I'm sorry don't mean **bleep** unless you do something to fix it.
And I feel for ya James. I've got 2 tickets in that are at least 1.5 weeks old that I have yet to hear back on. I've written those off and have gotten more useful info here. It's got to stink listening to us all 😂