Video feed loading issues across multiple Arlo cameras

[Disenchanted93]

I have multiple Arlo devices, including a video doorbell (wire free), 2 Arlo Pro 4 Spotlight cameras, and an Arlo Ultra Smarthub. My cameras are setup outside entries to my townhome and all receive good to excellent WiFi strength, and my WiFi setup is optimal (fiber network with extremely fast connection speeds experienced across many devices on my system network. Network also utilizes netgear Orbi WiFi satellites for max coverage of my relatively small residence). 

Ever since setting up the doorbell, and following pro cameras, I’ve always had an issue with delays in loading the previews or actual video feeds in my Arlo app. Delays (ie feed gets stuck on the spinning loading graphic) occur 50-90% of the time and are so extreme that it would have always been faster for me to walk all the way downstairs and look through the peephole rather than wait for the app. Typically requires closing app and relaunching to hopefully fix , and by this time I’m already upset. Typically the person ringing the doorbell is already gone by the time I can actually view the feed. 

I thought maybe issue would be helped by spending more money with arlo to purchase the Smarthub to better manage and connect with the cameras. This addition was not easy to setup, but after successfully getting the bridge added to network and getting cameras connected to the bridge, I found that there was absolutely no difference in performance. 

Arlo team - please advise. Reaching out here in public forum as it seems like most likely way to get proper support from Arlo, as getting ahold of an actual human is almost impossible without paying an additional subscription fee. I’ll note that in addition to paying well over $600 in hardware costs for the cameras/hub, I also pay $10 a month for a single camera access to cloud recording features. The initial investment seemed acceptable for a “premium” product from a company that was also spun off from Netgear, the same “premium” brand for network gear that owns the Orbi brand of WiFi routers/extenders that I use in my setup. Thought was that this should result in good user experience and fast/reliable system performance. Also note that customer support from netgear (to deal with almost guaranteed network issues) is also horrid without subscription service even if you spent hundreds on their hardware. 

I want to note as well that before purchasing, and upon initial setup, I was impressed by the hardware quality and “relative” ease of setup. However, I’ve had more frustration and regret with choosing Arlo as my smart home camera system brand than I’ve had with any other smart home products. 

Finally, some general feedback on other user experience issues that I’ve been trying to share with Arlo:

- app limitations and over simplification - almost impossible to actually manage useful settings or get system information in the app or anywhere else (troubleshooting is impossible)

- multiple users - maximum difficulty if someone else in your home wants to have access to the cameras. The app has option to grant access to additional users, but it barely functions and when you do successfully add someone , you will find that only one person can login to the app and view camera feeds at once, which often requires you to re log in to view if someone else has before you

- website UI - looks nice and clean , but underlying functionality makes very difficult for use (ie putting in 2FA code was nightmare if not typed correctly on first try, simply selecting fields or moving cursor can require creative user solutions, etc)

- pro 4 wireless(!) cameras don’t allow the motion detection functionality without being plugged in?! (Seemed to work when setup initially, but now I get error when trying to turn on this feature saying it needs to be connected to power source to allow)

- playback - laughable. Worst playback I’ve ever seen based on the consistent issues experienced where the recorded clip will start, but frame will freeze almost immediately even tho the clip will continue (audio continues working and video timeline will continue moving forward, but frame will glitch out and feeeze). Only solution is to manually scrub the video to see the frame updates. Often can’t get a motion recording to play if it doesn’t work properly first time round. Also, this happens regardless whether viewing from cloud recording or offline recording saves to the hub. 

Definitely other issues I don’t recall currently, but I honestly don’t have more time nor energy nor money to give Arlo to try and fix the significant amount of problems I’ve had with their products. Again, I wish that they would simply act in good faith and properly support their customers that spend top dollar on their products, but they’d rather save some money and instead invest in creative ways to avoid providing any useful customer support. 

I do feel slightly better now that I’ve been able to finally share my concerns in some forum. Hopefully this has some usefulness to others, especially if it can result in some solutions. 

[BrookeN]

We appreciate your feedback and taking the time to share your concerns with us. I have provided the feature request to our development team and let them know what you were seeing with the 2FA code as well. With the Pro 4 wireless, I am going to look into this further. I will reach out with an update as soon as possible. 

[anisakid]

Same problem with doorbell and essential cameras. People at the door gone before I can see who it is! Peep hole is easier.