Activity Zones Randomly Shifting and Accessibility via the Web Portal

[KachinaShadow]

I have always set activity zones via the web portal just because they can be more accurately set using the larger PC screen as opposed to the smaller phone screen. Now, on the web portal, I am able to see and adjust activity zones on all of my cameras except the two Pro 3's which, when I select activity zones, the screen times out and is never able to show those activity zones.
The whole reason I found this is that some of my activity zones (not just the Pro 3's) had actually shifted considerably, as if the field of view had changed...it had not. So, just more unexplained changes that add to the frustration of using this system.

[jguerdat]

Same here.

[BrookeN]

With the Pro 3 that is a behavior that is being investigated currently. For the other behavior of the shifting activity zone can you please send a before picture whe you first set it and then a second picture of when it shifts.  

[KachinaShadow]

@BrookeN 

While taking screen shots of the activity zones, to send to you when or if it shifted again, I realized that the two Pro 3 cameras are the ones that I said had shifted zones, but then I also realized that the zones had actually not shifted because the images shown on the current activity zone setting page were both old images and since I had realigned some cameras months ago, I went back through the camera feed images to see just when it was that I did the realignment, but since I can only go back 60 days I found that I had realigned the cameras sometime prior to March 13th, therefore the images used to set the "zones" for the two PRO 3 cameras are over two months old, therefore making it appear that the zones had actually shifted when, in fact, they had not.

Of course, when I found (or thought) they had shifted and not realizing that the images were old, I reset the zones...so now the zones for my two Pro3 cameras are meaningless and with no way to set them according to the actual image, they're meaningless...great!

Now that I think about it, I actually realigned ALL of my cameras back then, but it is only the Pro 3's that are showing the wrong image on the zone setup page...the other cameras are fine.

[KachinaShadow]

@BrookeN 

This doesn't have anything to do with activity zones but it does have to do with a Pro 3, which you mentioned were having issues.

In the last 3-4 days one of my Pro 3's has been having issues with going offline at random times with no explanation, and a notification saying "Your Arlo Device Appears Offline" (first pic)...to get it to restart I have to remove and reinsert the battery.

The other issue, with the same camera, is that sometimes when I try to live stream, I get an error notification (second pic) saying that "Live Streaming is in Use by Another Device"...what other device it's speaking of, I'm not sure 🤔

[BrookeN]

We are looking into the behavior you are seeing with the Pro 3 cameras. 

[KachinaShadow]

@BrookeN 

Since you're looking into the strange behavior of the Pro 3 cameras...here's some more that might help someone.

Of the two Pro 3 cameras that I have, this morning I found some more unusual things...the one that is always plugged into power and has always maintained 100% charge, was at 60% this morning and was not charging until I restarted the VMB5000 and is now beginning to charge back up.

The other Pro 3, which is connected to an Arlo solar panel, was at 95% charge and also not charging until I restarted the base/hub, and it is now charging (all of my other devices, on solar or full time power, are charging just fine). The low charge (but not the failure to charge from the solar panel) may be explained by the fact that throughout the night that particular Pro 3 camera recorded unknown motion randomly, some at durations of 30 seconds (which is what is set in Routines) and others at 10-12 seconds (which is not a setting in Routines). Also, after rebooting the base/hub, that camera will no longer live stream and, after trying numerous times, now has a black screen showing "streaming failed" in the middle of it. Note that this is also the camera with the two notifications that are shown in message # 5 of this post.

While writing that last paragraph I once again restarted the base/hub and am now able to live stream that camera.

I just want to be able to wake up some morning and find that everything is working normally 🤞...I fear, if this continues, I may be forced to start drinking heavily first thing in the morning...and I don't mean coffee 🙄 😉 

[Edinburgh_lad1]

Don't let Arlo drive you to drink. 

Sell your cameras or file a formal complaint. The more of us do the latter, the more likely they'll finally do something about this awful app and the very many issues with it.

This nonsense of constant issues can't continue! It's been years now and I have truly had enough. I deal more with this company and its employees than I deal with my colleagues. 

[KachinaShadow]

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@KachinaShadow wrote:

@BrookeN 

Of the two Pro 3 cameras that I have, this morning I found some more unusual things...the one that is always plugged into power and has always maintained 100% charge, was at 60% this morning and was not charging until I restarted the VMB5000 and is now beginning to charge back up.

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The comment, above, was written on 05/16 and this morning I restarted the VMB5000 (which I try to do every week) and that same Pro 3, which is always plugged in and was at 100% charge, now shows 20% charge and is currently charging back up so apparently, even though it had showed 100%, it was not charging and was actually at 20%.

I understand that there's an issue with the Pro 3's and the only reason I'm posting this is to confirm that this is particular issue (one of many) is ongoing. My other Pro 3 is on a solar panel and continues to maintain a full charge...I think 🤔

[KachinaShadow]

@BrookeN 

More bizarre behavior...

With all of the issues plaguing the Pro 3's I decided to swap my outside Pro 3's with two inside Pro 5s cameras, since the locations of the Pro 5s didn't require having activity zones and I was tired of the constant notifications from the Pro 3's, with the inability to set activity zones, every time the wind blew...especially all night long. Note that the previously outdoor Pro 3's used external and solar power and the inside Pro 5s cameras were stand-alone, with battery power only.

Here's the interesting thing...
Of course, after relocating the cameras, the two Pro 5s cameras had no problem with setting field of view or activity zones, which was expected, and the two Pro 3's, now on battery power, were now able to set field of view and activity zones although there was quite a wait for the camera views to come up in order to do those settings. I'm still at a loss to explain why the Pro 3's, now on battery power, are now able to set FOV & activity zones 🤔

This morning one of the Pro 3's went offline for no reason, except perhaps the known Pro 3 multiple issues...it did come back online after removing and reinserting the battery.

@BrookeN 
Maybe you could forward this new development to the team working on the Pro 3 issues, since it may point them to something that hasn't yet been discovered. 

[BrookeN]

Thank you for providing this information. I will pass this onto our development team. 

[KachinaShadow]

@BrookeN 

Here's some more bizarre info on the Pro 3's...

As you know, two days ago I moved those two troubled Pro 3's indoors and are now on battery power...both batteries are new Arlo OEM, less than 4 months old, and were fully charged two days ago).

Last night one of those Pro 3's went offline and interestingly enough, it was the one that had previously been on external power, while outside, and had never gone offline before. The other Pro 3 that I moved inside at the same time, was the one described in Message 5 of this post, which had constantly gone offline and, while outside, was connected to an Arlo solar panel...it is still staying connected.

Here's the other interesting thing...the Pro 3 that had gone offline last night, remained offline until I had time today to get the ladder, remove and reinstall the battery which allowed it to once again come online. The strange thing is that this Pro 3, two days ago, had 100% charge yet by being offline overnight, it now has only 74% charge. Note that the two Pro 3's, which are now inside are now only activated by geofencing which, in the two days that they've been on geofencing, have just sat idle since geofencing had not been triggered in that time period...so why would a new 100% charge battery drop to 74% by just being offline overnight?

[Edinburgh_lad1]

Firmware update or persistent attempts to reconnect, but I'm not @BrookeN 

[KachinaShadow]

@BrookeN 

I'm out of town and, once again, two days ago both of my Pro 3's went offline (pic) and the only way to solve this is to get the ladder and remove & reinstall the batteries, which I can't do when I'm in another state.

Having to constantly deal with this is getting really old...even when trying to live stream either of the Pro 3's (when they work), it takes a while to even make the connection.

Someone needs to get this fixed, and soon...or send me two Pro 5's to replace these junk Pro 3's!

[BrookeN]

@KachinaShadow we have a custom build for these Pro 3 let me reach out and have your devices moved over. 

[BrookeN]

@KachinaShadow I had these migrated over, you should see it as resolved by tomorrow. 

[KachinaShadow]

@BrookeN 

Should I go ahead and pull the batteries and reinstall them?

[BrookeN]

If they are still offline, yes. If they are online no need to do anything. 

[KachinaShadow]

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@BrookeN wrote:

If they are still offline, yes. If they are online no need to do anything. 

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Got it 😁

[Edinburgh_lad1]

Keep the ladder handy, though, for the next time. 🙄😁

[KachinaShadow]

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@KachinaShadow wrote:

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@BrookeN wrote:

If they are still offline, yes. If they are online no need to do anything. 

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Got it 😁

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One Pro 3 is still online this morning, and one went offline sometime during the night...both still show the same firmware as yesterday (34.100.3_62d111c)

Back up the ladder I go 🙄

[Edinburgh_lad1]

When I complained to Arlo Care Team a couple of years ago that I'd had to remove cameras from the fixed locations more than I should in order to address the software/firmware issues caused by the Dev Team at the time, I was told this was a DIY system and it was to be expected to climb up the ladders. I found the response impertinent. 

[KachinaShadow]

@BrookeN 

The Pro 3 that was still online yesterday morning was offline this morning and after removing & reinstalling the battery, neither Pro 3 shows any sign of a custom build. Only thing that changes with them being offline overnight, is that it eats up about 30% of the battery.

Wife won't like it but I'm almost ready to start keeping the ladder in the house 😉

[BrookeN]

Let me look into it, I will reach back out to you soon. 

[KachinaShadow]

@BrookeN 

Thanks...and note that the Pro 3 that was offline two mornings ago, is once again offline this morning.