Dec 2nd firmware update

[Dbensette]

Is anybody having problems with the most recent ultra base station firmware?

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...

[srandall25]

The problem is the base station intermittently disconnecting. It may be working one minutes and then next minute it’s not. Arlo has not released a new firmware to resolve this since the last firmware update causing it on December 2nd. The cropped or zoomed in image in the camera video settings and activity zone is still an issue as well. Really wish they would just roll back to the last firmware until they can fix it. Whatever bugs they might have fixed pales in comparison to a useless system with the base station disconnecting.

[enigmaphoenix]

CEO Matthew McRae is all about plugging new feature functionality.  But has yet to address this issue.

https://twitter.com/mbmcrae/status/1205503405289947139?s=20

Please, keep letting him know via twitter your honest opinions on this situation!  Don't let up.

Thanks,

K

[Chrisk2]

Is it normal for Arlo to send bad firmware out and then take more than a week to fix or rollback?

[JJAdV]

A week would be fast, dont expect any fixed for at least a year, maybe 2.

[srandall25]

Let’s not encourage them with crazy expectations like that. Most of us would expect an immediate roll back at the least. Apparently that’s not what a company like Arlo does in a situation like this. For whatever reason they deem the new firmware fixes worthy to prevent a roll back even though the new firmware has totally broken a system that was working relatively fine for many months prior to the firmware update prior to December 2nd.

[KS1979]

Zones works only now and then. It sends an alert when I activate the system (two of the cameras goes off). Lots of bugs!

[JamesC]

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.

JamesC

[53Crusher]

JamesC

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?

[Bigcitynl]

Sorry James but I don't believe Arlo really gives a sh--$t about the people that bought their product on the promise of a technologically superior product. I was promised a camera that uses activity zones, infrared motion detection, batteries that work to -4 degrees F and outstanding customer support. What I got was a system that doesn't work the way I want it to, a system that doesn't work as promised, batteries that dont work in cold weather, and customer service that keeps escalating my issues to "Level 2 support" but NOTHING gets fixed. I can't even get customer support to call me back.

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.

[robot-monster]

And...CVR dead again, so I have to unplug the camera for it to work at all. This is awesome.

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 😂

[surfer1000]

Caught up on feed and DMs, acknowledge some Ultra users having issues - was able to synch internally, teams are working on it and have been. Not widespread and difficult to reproduce. For anyone experiencing an issue, DM me your hub serial number and team will look at it today.

[srandall25]

Hello, first, who are you? You're asking people to send you their serial numbers but I see no credentials. Second, not widespread? Are you implying that not all Ultras are hardware equivalent? This is clearly a firmware issue. I was asked to send my base station in for replacement. The replacement base station is performing the exact same way... random base station disconnects and the same 1/4 zoomed in activity zone screen everyone else is complaining about. Why would this not be the same on every other identical Ultra on the market with the exact same firmware?

[JehovasFitness]

That doesnt sound sketchy at all

[RB321]

I got an automated email from Arlo this morning, as below. With that in mind, clearly the overwrite feature isn't working either?

We noticed that the SD card in your Arlo Ultra Hub is full.

You will no longer be able to record video clips to the SD card. Please go to the Arlo mobile app to delete older activity and re-activate storage of new recordings.

[surfer1000]

That's from CEO'S Twitter

[LandJS]

This is from arlo support or CEO twitter ?  How the hell are you going to go to the card from the app to delete anything when the app can't access the SD card, together with the fact that it specifically tells you it will overwrite older files when full.

[Chrisk2]

Originally I had 1 camera that on motion freaked out by base station.  I deleted the camera and added back so it does not freak out base but the motion window is broken,Monty shows top left 1/4.

Today I noticed a different camera has not recorded on 3 days.  Not all my walking dogs 4 feet from camera sets off the option recording.

Anyone else have the problem spreading to more cameras?

[RB321]

No, I got the info on an email.

You can reformat the SD from the web portal, and yes it deletes everything on it in the process.

As for overwrite? Just another of the many broken Arlo promises!

[JamesC]

The development team is hard at work to resolve these reported issues. I do not have an ETA for a fix to be released but will provide an update as soon as I have more information.

We apologize for any inconvenience caused and appreciate your patience while we work to resolve these issues.

JamesC

[surfer1000]

I hope Arlo are going to extend my subscription as a gesture of good will over this farce, 15days and counting with nothing working.

[MFAMG]

I think its time to update my Amazon review. 2 weeks with no fix, no real updates or aknowledgements and no ETA.

Not good enough  

[RB321]

Good luck with that!

It would be the right thing to do, agreed. But since when has that mattered?

[TheBoys7885]

Hi James, since the new update we are continuing to face geofencing issues, seemed to work for the first few days when we upgraded. We are running a iOS and android phone setup, we updated both devices to the latest app. Usually tells me that the Android galaxy is at home when it’s not. Any suggestions?

[srandall25]

Are you using the Ultra? Do you not have the bigger problem with the base station going offline as well?

[TheBoys7885]

Nah we have the pro2’s base station is working fine