Issue with Recent Ultra Base Station Firmware Update

[HazzMatt]

Dear Arlo, I believe that the most recent base station firmware update has an issue. Even though I manually turn off both the Camera Charged Indicated LED and the Spotlight, these both reset to ON each time the Smarthub is rebooted. Are you aware of this and can you please fix it?
Matt Skahill
Matthew_Skahill@comcast.net

[jguerdat]

Try removing and resyncing a camera to see if that helps. Also try a web browser to see if the same behavior happens. 

[HazzMatt]

Thanks, but it's the base station not the cameras. Also, there are bigger problems than I thought. None of the cameras motion detect anymore either.

[jguerdat]

Sounds like a total reset would be in orrder. Remove all devices from Settings, My Devices. You can also hold the reset button until the LED flashes amber if you like. Let the hub reboot and start fresh. Note your settings, modes, rules and schedule before doing this to speed the rebuild.

[tejuse]

I have the same issue.  After 3 hours of TS with Arlo tech, they stated my problem was due to latest firmware update and caching issue on base.  During the TS steps, tech had me remove one ultra CAM to see if that fix  the issue with notification and recording.  We were unable to add camera back.  Did all of the TS steps and nothing worked,  Tech stated that same cache issue on firmware may be preventing adding backing camera.  I'm told to wait for fix in firmware release.  

[HazzMatt]

I was told the same thing by support until I lost the connection. From there I proceeded on my own. I removed one camera but was not able to add it back in. So, on my own, I pressed the factory reset button on the back of the base and completely started over. Fortunately, my other base station is the one that has the subscription associated with it. So once I factory reset the base station that was giving me the trouble, and re added all my cameras that were previously associated with that base station, everything is functioning properly now. I wish you success!

[tejuse]

I only have one base and my remaining 6 ultra cameras are on it.  I am hesitate to do a reset fearing it would mess up my subscription.  I am still on the old legacy smart premier with 10 camera and 30 days of cloud history.

[HazzMatt]

That's a very valid concern. One thing you could do is before you reset, do screen shots of your subscription page that shows the plan you're on now and when your renewal is due. That is your proof and you would be able to upload that during your next chat support session if you run into any issues. Still, I wouldn't blame you for instead waiting for the firmware fix.

[dcfox1]

Well if support is saying that they arlo knows it a problem unless tech was just trying to end the call. Im glad no problems on my hub 4540 which  is fine after update. I dont know why there is no statement from arlo on a fix in in the works for you guys. 

[HazzMatt]

A few days ago, I factory reset my ultra base station and then re-synced all my cameras again. That seemed to take care of my issues. However, although my cameras seem to be working alright, I've noticed that if I reboot my base station for any reason, all my cameras will reset to Charged LED Indicator and Spot Lights turned on, even though I had them all turned off before the reboot. This never used to happen until about 2 week ago, when the latest base firmware was pushed out. Is anyone else experiencing these same problems? Thank you

[LandJS]

This has been happening ever since the firmware update, anytime the hub is reset all the settings go back to a basic set. 2K or 4K toggle gets turned off, video settings go to optimized and super wide, brightness go's to -1 setting every time.  If the hub gets reset a few times all the cameras quit and can't even be manually re-synced without removing the hub, doing a reset and then re-sync one at a time.  Then go and move any over 5 from inactive back to active.  Three times now for me.

[HazzMatt]

I just spent an hour with Arlo Chat Support. I tried to get them to acknowledge the numerous issues, all seemingly related to the last Ultra Firmware change on April 27. The person, although courteous, just wouldn't swallow it. Instead they want to deem my base station to be defective and they plan to RMA me a replacement. I'd actually prefer the firmware to be fixed. I just reset all my stuff after a second factory reset in less than a week. Let's see how long before I'm right back to where I started again. I'm getting use to all this. Even though I'm proficient and resetting from scratch in very little time, I hate doing this after every new firmware release. Ugh...

[LandJS]

They better have a lot of hubs if they plan to replace every one having these issues lol