Over exposure

[akroeger2000]

I’ve had an extremely frustrating experience with Arlo over the past year. I’ve spent more time dealing with customer support than the cameras have actually worked.

My first camera failed with over exposure and was replaced under warranty. I spent hours with technical support, following every troubleshooting step requested — including changes to my home network. Each time, the cameras would work temporarily, then revert to severe overexposure and unreliable performance. One one customer service rep was even worth talking with.

The wired doorbell camera has been the most problematic. Despite being hardwired specifically for its purpose, it has had persistent issues for months. After experiencing these problems throughout the year (while paying for the subscription), I was told the device was now out of warranty.

Arlo ultimately claimed the issue was “environmental” and advised me to move the doorbell camera — which defeats the purpose of a wired doorbell. The only resolution offered was a discount toward renewing the subscription.

At roughly $40 per camera, this system has cost me around $500 total when factoring in replacements and subscriptions. Given the ongoing failures and lack of meaningful support, I’m strongly considering canceling entirely.

Overall, the quality, reliability, and customer service do not justify the cost or time invested. I would not further recommend Arlo to anyone looking for dependable home security.

[jguerdat]

What is the house construction? What is the doorbell mounted on? Have you used a voltmeter to measure both the AC voltage to ensure it's in the range required as well as to see if there's any fluctuation over a short period of time? How far is it from your router or hub? What does the signal level show on a phone WiFi app when placing the phone right next to the doorbell?

I have been using the wireless version (1st gen) with no issues on a wood frame house with the doorbell mounted on an aluminum trim.  I have tested the wired version but had to use a plug-in transformer for that since I don't have wiring available. A benefit of the wireless version is that you can take the doorbell indoors for testing. I suppose  you could rig up extension wires to do the same.

[Edinburgh_lad1]

I'm also experiencing over exposure but for my newly acquired pan and tilt. It occurs under certain some low light conditions (not complete darkness). These two may or may not be related - Arlo has professionals who I'm sure/I hope will rectify the issue.

https://community.arlo.com/t5/Arlo-Essential-Pan-Tilt-Indoor/New-camera-new-issue/m-p/2469759#M82

I've complained on here and in a complaint to a staff member about my Pro 2's videos being overexposed, too. Mainly in the sunlight, whereas nighttime videos are actually quite da

rk.

[akroeger2000]

What is the house construction? Wood with aluminum siding. What is the doorbell mounted on? Mounted where existing doorbell use to be on the siding facing the south. Have you used a voltmeter to measure both the AC voltage to ensure it's in the range required as well as to see if there's any fluctuation over a short period of time? Yes. 12-14 v is what it read. How far is it from your router or hub? 20’ What does the signal level show on a phone WiFi app when placing the phone right next to the doorbell? Signal isn’t the issue. When the sun rises the camera does not work at all. Complete over exposed. I’ve even changed wifi and phone since the problem began on an inside camera a year ago. It’s a hardware issue not a location issue as the cameras located in the house have done this as well. I’ve updated, upgraded. Even my car was hit by the city snow plow truck and do you think I was able to go back and use the video? Nope. 

[StephenB]

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@akroeger2000 wrote:

 12-14 v is what it read. 

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Is this the AVD1001 (the one with the powerkit)?  Per the datasheet, it is designed for 16-24 vac.

The other doorbell models trickle-charge the battery, and only require 8 vac.

[akroeger2000]

Avd3001

[StephenB]

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@akroeger2000 wrote:

Avd3001

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Ok.  So 12-14 vac should be fine.

[jguerdat]

It would appear that the issue is that the doorbell is facing south and not protected from the sun's direct light since it's overexposed. However, that's different from what you initially stated which was overexposure but also something about reliability. The only way to prevent overexposure is to shield it from the sun somehow. Reliability makes it sound like a connection problem. If you are equating reliability with detection/recording while being directly in the sun's light, that's different.

[akroeger2000]

I agree that using the term overexposure may have not been the correct word to use with reliability. However, I meant it in the terms of being reliable to the user. Also, agree that sun may be the direct issue but the cameras that are located inside do the same thing just not everyday like the doorbell. 

[jguerdat]

Are the cameras connected to your WiFi or to a hub? It may not be a signal strength issue but a quality one, perhaps caused  by another wireless device that also uses the 2.4GHz band (microwave oven and many IoT devices) which could be interfering with the camera's connections. Try monitoring the cameras' offline (or other problematic behavior) status and compare it with usage of other devices.

[akroeger2000]

I’ll do that. I do run 2 separate WiFi’s and only have the 12 cameras on the 2.4. 8 are another brand and one of them has a connectivity issue at the back of the house. The Arlo cameras are all WiFi and inside except for the doorbell. 

[jguerdat]

There's at least a chance that the 2 brands of cameras could be interfering with each other. I'd expect that would only be the case if they were close together although a more distant camera (relative to the router) may be more susceptible to such interference.

[StephenB]

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@jguerdat wrote:

There's at least a chance that the 2 brands of cameras could be interfering with each other.

Maybe, but seems unlikely to me.

@akroeger2000 - have you measured your wifi signal strength at the more distant camera using a wifi analyzer on your phone?