Live feed not working on ultra

[MilouDe]

• All other camera’s work, just 1 camera isn’t showing live feed. Tried factory reset, reinstalling all cameras, just this 1 camera is playing up. It says firmware is up to date. When you go in video setting it is making connection, it gives you an updated screenshot of the camera so it is able to make connection and have a live stream, but live feed doesn’t work, it will not connect via the app. The camera seems to respond to movement, led goes on and seems to be recording, but nothing is showing up on the dashboard. 

[StephenB]

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@MilouDe wrote:

• All other camera’s work, just 1 camera isn’t showing live feed. Tried factory reset, reinstalling all cameras, just this 1 camera is playing up. It says firmware is up to date. When you go in video setting it is making connection, it gives you an updated screenshot of the camera so it is able to make connection and have a live stream, but live feed doesn’t work, it will not connect via the app. The camera seems to respond to movement, led goes on and seems to be recording, but nothing is showing up on the dashboard. 

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Have you tried swapping the cameras?  Then seeing if the problem moves with the camera or stays with the location?

[alex_loo]

@MilouDe ,

if you go to "dashboard",

• do you see thumbnail for this ultra camera?
• if there is thumbnail, do you see, in its centre, the triangle for playing live feed?
• if you see this play button, what happens if you press it?

now if you go to "devices",

• do you see thumbnail for this ultra camera?
• if there is thumbnail, do you see, in its centre, the triangle for playing live feed?
• if you see this play button, what happens if you press it?

Alex

[Bichus]

Hi,

I have the same issue with one of my ultra camera installed in home. Have you solved the problem?

[BrookeN]

As per StephenB's instructions: Have you tried swapping the cameras?  Then seeing if the problem moves with the camera or stays with the location?

[Bambino_Ralph]

I am having the exact same issue.  I added an Ultra camera to my system that already had a few Pro 2 cameras.  The camera added to the system fine, I named it, I can see it in my devices.  If I put motion in front of it the light comes on and I get a notification of motion.  I can not access a live video feed from this camera and no video clips are showing as recorded from it.  Arlo chat support was completely useless, telling me to power cycle things, factory reset things, remove to system and add back to system.  These are all things I have done countless times and still no live video feed or recordings from this camera.  This seems to be a well known issue with the Ultra for a long time, yet we can't get an answer or a fix for this.  Arlo is super frustrating.  

[StephenB]

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@Bambino_Ralph wrote:

I can not access a live video feed from this camera and no video clips are showing as recorded from it. 

What happens when you try to livestream the camera?

Have you tried moving it into the same room as the smarthub (6-10 feet away), and see if you can livestream it there?  

[Bambino_Ralph]

I have seen this issue described for years, I am experiencing it on my single Ultra camera, Arlo support was useless, they don’t seem interested in fixing this issue.

[BrookeN]

Can you try removing the camera from the account, resetting it and then adding it back onto your account.  

https://kb.arlo.com/000062438/How-do-I-factory-reset-and-re-sync-my-Arlo-camera

[Bambino_Ralph]

Yes everything has been hard reset, camera has been removed from system and re-added multiple times.  It makes no difference and doesn't change the behavior of the Ultra camera.  I'm not sure why there isn't a simple direct fix for this.  Arlo has been aware of this issue for YEARS.  and they refuse live support.  For a 300 dollar camera.  To repeat what the commenter above said, Arlo is super frustrating.  My cheap Yi home cameras are infinitely more supported and functional than my high dollar Arlo system.

[Bambino_Ralph]

This is very specific behavior from the Ultra camera that has been well described by multiple users in the past:  The camera can be successfully added to the system and seen on the dashboard.  The camera is receiving a video signal as there is an updated frame on the "activity zone" screen.  Motion is successfully detected, the red light comes on, a motion alert notification is sent.   A video clip of ZERO seconds duration is sent to the feed, recorded on the local USB storage in the base (I do not have subscription, I simply want to record locally and live stream).  When I attempt to live stream from the ultra the "connecting" circle spins a while, then it goes back to the play button.  With many users describing this exact same experience, Arlo SHOULD be able to tell us what is happening and not just continue to tell us to "reboot everything" or "remove the camera and re-add it".  We have all done that countless times........

[StephenB]

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@Bambino_Ralph wrote:

This is very specific behavior from the Ultra camera that has been well described by multiple users in the past:  The camera can be successfully added to the system and seen on the dashboard.  The camera is receiving a video signal as there is an updated frame on the "activity zone" screen.  Motion is successfully detected, the red light comes on, a motion alert notification is sent.   A video clip of ZERO seconds duration is sent to the feed, recorded on the local USB storage in the base (I do not have subscription, I simply want to record locally and live stream).  When I attempt to live stream from the ultra the "connecting" circle spins a while, then it goes back to the play button.  With many users describing this exact same experience, Arlo SHOULD be able to tell us what is happening and not just continue to tell us to "reboot everything" or "remove the camera and re-add it".  We have all done that countless times........

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FWIW, none of my own Ultras have this problem.

If you move the camera into the same room as the smarthub (6-10 feet away), can you livestream the camera?