Arlo|Smart Home Security|Wireless HD Security Cameras|NETGEAR
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Luminary

Arlo Ultra Sound Issues

My Ultras sound on all 4 cameras is not working right, it’s all disjointed and breaks up constantly so can’t make anything out. Mic is on and have tried with or without wind noise reduction and no different. Also can’t get the two talk to work. I also have the Pro cameras and when on line and you press the mic and it connects with that you press and hold to speak but the ultra just seems to mute the mic on and off, and so can’t get it to work to hear my voice . Not sure if connected to my first issue, am I missing something? All the video images are absolutely fine, just the sound issue
Model: VMS5440 | Arlo Ultra 4 Camera Kit
Message 26 of 46
Community Manager

Re: Arlo Ultra Sound Issues

Pgsullivan,

 

The development team is currently reviewing these reports. I will provide an update as soon as I have more information.

 

JamesC

Message 27 of 46
Luminary

Re: Arlo Ultra Sound Issues

Thanks. Is that also with the two way talk? Should it operate in the same way as the pro cameras, eg press and hold to talk? Arlo Ultras only just out the box so not sure if a different process to my Arlo Pros set up.
Message 28 of 46
Community Manager

Re: Arlo Ultra Sound Issues

Pgsullivan,

 

Tap microphone icon and the push to talk button should appear. Tap the push to talk button again and that should open the mic (button will turn gray and a "Tap to Mute" message will be displayed".

 

JamesC

Message 29 of 46
Luminary

Re: Arlo Ultra Sound Issues

Thanks James

That’s not working on any camera, just talking into my phone and nothing coming through cameras not sure if connected to my original issue with Sound then?
Message 30 of 46
Community Manager

Re: Arlo Ultra Sound Issues

Pgsullivan,

 

I tested this and did not have any issues with push to talk.

 

What device/OS version are you using (iOS, Android, PC)? Do you see the same behavior when using a different device?

 

JamesC

Message 31 of 46

Poor sound or no sound Arlo Ultra

This issue just started this week however both my Arlo Ultras have horrible audio quality. It is very scratchy or just plain dead at times unless I reboot the base station. Then it is mostly bad still. I think this is related to recent firmware update. My Arlo Pro 2 and both Pros are solid.
Message 32 of 46
Luminary

Re: Arlo Ultra Sound Issues

My ultra cameras sounds had never worked, the attached just shows all I pick up is crackling in live view, or triggered recording. This is terrible. What is going on. Is this the sound issue that most are experiencing? I pay extra for 4K quality and the sound is pathetic and this is on all 4 ultra cameras. Have rebooted the base but no different

Message 33 of 46
Community Manager

Re: Arlo Ultra Sound Issues

Pgsullivan,

 

The development team is working on a fix for this issue. I will provide an update as soon as I have more information.

 

JamesC

Message 34 of 46
Luminary

Re: Arlo Ultra Sound Issues

James

When are the timescales, surely such a major problem would have utter focus and be resolved in days not weeks?? Reading back it appears to be previous firmwares causing the problem, so again can’t be that hard to retro solve. I have spent £1.3k on 4 Ultras and this just a fairly catesohtophic loss in functionality that I can’t hear anything, can record sound and the two way talk which was sold as ‘Unparalleled Audio’??? Is that because no other company has non existent audio and certainly not ‘crisp two-way conversations’!!! I hope the ‘team working on it’ doesn’t go the same way that comment was used for the Arlo baby cam! If it’s not resolved before my return period runs out I’ll have to rerun them as faulty. After already owning the baby cam, and was let down by the dropping the monitor, to also owning Pro and Pro 2 cameras I waited a while to invest in the Ultras in the hope that any kinks would be worked out by then. I guess I was a few years to early again!!
Message 35 of 46
Aspirant

Re: Ultra Camera update - sound issues

Same here..the sound constantly cuts on and off..like if your muting and unmuting your tv constantly. Probably the only issue I’m having so far.
Model: VMS5440 | Arlo Ultra 4 Camera Kit
Message 36 of 46
Apprentice

Re: Ultra Camera update - sound issues

Yep, still having this issue as well. Choppy audio on recordings, and now NO audio on Live View. This has been ongoing since the latest firmware update and only affects the Ultra cameras. My audio is still fine on all my Pro2 cameras that are connected to the Ultra base station.

Message 37 of 46

Re: Ultra Camera update - sound issues

This should have been fixed long ago, this is becoming a joke. Audio was perfect before the newest update.

How long does it take to look back and see what was changed between the newest update and the update prior that could have caused the sudden drop in audio quality???

It is the only thing stopping me from buying more cameras at this point.

Come on Arlo! it's time to up your game and stop losing business.
Model: VMS5340 | Arlo Ultra 3 Camera Kit
Message 38 of 46
Aspirant

Re: Ultra Camera update - sound issues

I’m having the same issue with the stuttering and the choppy sound when is this going to be fixed this is been going on forever in fact this has been going on since I bought the camera kit.
My Arlo pro 24 camera kit never had any issues with that as far as the choppy sound
Another thing that I’ve noticed is the camera button and looking at my view disappears and reappears on its own I sometimes have to restart the app and order for it to show up again so you can’t take a picture or record the video while you’re watching live it’s only fixed when you restart the app Sometimes it works but most of the time it does not.

Model: VMS5440 | Arlo Ultra 4 Camera Kit
Message 39 of 46
Apprentice

Re: Ultra Camera update - sound issues

This issue is still going on....

Also the latest and greatest base station update seems to have majorly crippled my 2 Ultra cams... now they aren’t even recording on motion - the motion sensing is working (I tested it in the device utilities and the light is blinking on movement) - but no recordings are produced and no notifications are had....

I mean seriously??? An update to the cameras themselves completely ruins the sound recording one week - and the next week you update the base station and now they won’t even function as a recording device - literally the whole point of these cameras???

@JamesC we would greatly appreciate an update on these several compromising issues.... and rather than the generic company line of looking into it - can we get some sort of a specific timeline???

This is your flagship product.... the livelihood of your company and employees are riding on the back of your flagship... as consumers and early-adopters we desperately need to know that these things are being taken seriously.

I have multiple support tickets in that have never been responded to or followed up on at all. You’re our only hope JamesC!!
Model: VMS5240 | Arlo Ultra 2 Camera Kit
Message 40 of 46
Guide

Re: Ultra Camera update - sound issues

Good morning Mjbeuke, unfortunately there is a lot of us in the same situation. I have a 2 camera Ultra system with door bell and door chime and pretty much rendered useless right now too 😥
Message 41 of 46
Apprentice

Re: Ultra Camera update - sound issues

The only workaround I have found for now is I have Smart Outlets connected to my wifi - and I bought some pretty nice ones that have the capability of scheduling on/off times on a reoccuring schedule.

 

So I've set the smart plug up to turn off the base station for 1 minute, and then turn it back on. So its automatically power-cycling the base station every 6 hours.....

 

Now, this is still not perfect.... There tends to be about a 3 hour window that the issue starts again..... so power cycling 6-8 times a day is absolutely ridiculous - and no one should HAVE to buy a smart plug just to have their damn $600 camera system function somewhat.....

 

This is a WORKAROUND Arlo - not your excuse to let this go unaddressed for months with no updates.

 

PLEASE HELP US ALL

Message 42 of 46
Apprentice

Re: Ultra Camera update - sound issues

@JamesC - please, PLEASE give us an update about this sound issue. I have these cameras up because of a protection order against my neighbors, and I need videos for court purposes. They do me no good if the court can't hear my neighbors threatening me because my vidoes are just full of static!!!  This has been ongoing for weeks now and is completely unacceptable!

Message 43 of 46
Aspirant

clicking sound is constant from every camera when audio detetion is enabled

Hi this is happening to every camera it will drain the battr

Check out the video from my Arlo camera. Just click the link below to view.

https://my.arlo.com/hmsweb/users/library/share/link/A0E1843711170B25_201908

But don't wait too long -- this link will only work for 24 hours.

Enjoy!

Model: VMS5440 | Arlo Ultra 4 Camera Kit
Message 44 of 46

Re: clicking sound is constant from every camera when audio detetion is enabled

This needs to be fixed!
Model: VMS5340 | Arlo Ultra 3 Camera Kit
Message 45 of 46

Re: Ultra Camera update - sound issues

Hurry up and fix it, has been over a month and still no fix!
Model: VMS5340 | Arlo Ultra 3 Camera Kit
Message 46 of 46