Arlo
Support

Buster1022 · ‎2024-12-01

I've been an Arlo user since the 1st generation of cameras. We just recently purchased the Home Security System and the new Pro5S 2K camera. As soon as I tried to add both devices to my existing network, the Arlo App displayed a message stating that a new update to the app was required. No problem, right? Wrong!!

Now our cameras do not record motion or audio if we are home, and the security system is not "armed". The issue is we use our cameras every day to see who's coming up the drive, who's at the front door, where our dogs our in the yard, what the kids are doing, etc., but now Arlo states that in order for the cameras to record and notify, we would have to arm the home security system. I do understand the "arm" & "disarm" toggle have always been in the previous versions of the apps for the cameras, but once you add the Home Security System to the mix, ARMED HOME now means you can't open exterior doors/windows without setting off the alarm. ARMED AWAY means that if you have motion inside the house or windows/doors are opened, that will also trigger the security system to go into alarm. Obviously arming our Arlo Home Security System while we are home makes zero sense and really leaves us with no other option unless Arlo can create a workaround.

I do recognize that maybe we are a one-off family, and some users don't want to be bothered with recordings or notifications while they are home but at least make that an option that can be toggled on/off.

Example 1: We had a situation one night when we let the dogs out before bed, and one didn't come back inside. I immediately opened up the Arlo app and saw where he ran out of the back yard, down the driveway, and down the street because he something got his attention. We would have had no idea which way to go or where to look, if the camera wasn't recording while we were home.

Example 2: What about the occasions where incidents have occurred in front of someone's house and was caught on camera - those instances would never have been recorded if your security system wasn't armed.

This is EXTREMELY DISAPOINTING to me. Arlo customer service says as of today, there is no way to make the new app release, keep the cameras armed while having the security system disarmed or in standby mode.

I ended up removing the Home Security System from our network, which did solve part of the problem, but now we have nothing to tell us the door or windows have been opened. With the security system removed, I can arm the cameras, and they appear to have gone back to the old plan of recording motion or audio all the time. This is frustrating, because we were looking forward to a fully integrated security system with our cameras, but now we're back at square one until Arlo changes something.

This maybe old news, but I couldn't find any posts discussing this issue. If someone can help, by all means please share something with me, because at this point, I'm going to be forced to return our new home security purchase and look for a different system.

Thank you for any suggestions/feedback.