Motion detection is on but no alert or video

[wblakebaxter]

Motion detection is on, the running man icon is dark and turns amber when there is motion in front of the camera. However, I am not receving any alerts (notfications or emails) and there is no video recorded. Rules are default, base station is Armed. This worked great for about 2 hours 3 days ago and hasn't worked since. I've tried increasing sensitivity to 90 and rebooting the base station, but no luck. Why is this not working?

[wblakebaxter]

Nothing? Arlo? Hello?

[wblakebaxter]

Just spent 30 minutes on the phone with Arlo support. No resolution. At first they asked if I could try using the iPhone app instead of the web app. I pointed out that I'm receiving no video or alerts after motion detection is confirmed. What possible difference could it make which way I access the application? So then they blamed the internet connection, to which I replied (for the third time) that I could record video manually and it showed up in the library within seconds. I did it again with the rep on the phone, just to prove I wasn't making it up. Next sugggestion was that there's an Arlo server problem, and I should just wait until it starts working again. They're just guessing...

[JamesC]

As you may have noticed, we are experiencing issues with our cloud servers which may be slowing down reception of alerts and video recordings. Our engineers are working on the situation with urgency and things should be back to normal shortly. In the meantime, we apologize for any downtime you’re experiencing and want to let you know that we are working non-stop to address the issue.

Update:

A fix for this issue has been released and has significantly improved Arlo performance. However, a side effect you may currently experience is the alert counter on the camera screen disabled and set to 0. Resolving this counter issue and further optimizing Arlo performance is our number one priority at this time and Arlo engineers are working non-stop to resolve this. 

Please refer any additional comments on this issue to the following thread: https://community.netgear.com/t5/Motion-Detection/Email-Alerts-Video-Recordings-Not-Getting-or-Getti...

Thank you,

JamesC

[wblakebaxter]

Do users need to do anything to take advantage of the fix? 

[jguerdat]

Nope, it's a back end thang.

[bullhornn]

The original issue with this has resurfaced for me. What is the current status on the fix? I had recordings yesterday and this morning it is now inconsistant.

[JamesC]

bullhornn,

What is indicating that your motion detection is inconsistent? Can you describe the issue you are having in more detail so we can isolate the issue?

JamesC

[bullhornn]

For ecample yesterday I activated the camera via the app and noticed that my neighbor was in view moving around and fairly close to the camera but on the far right-hand side of the view. His movement had not activated the the motion detection icon yet I know from his position that it should have had enough time to activate. The camera is not too far from the base station so I don't think it's that. Also when I'm about 10 - 12 feet in front of it and walking towards it the motion detection does not always trigger. Sometimes it does if I make dramatic movements.

[JamesC]

bullhornn,

It may take some trial and error to find the best positioning for your Arlo cameras. For example, the cameras are much better at detecting motion moving across their field of view rather than toward the camera. Take a look at these articles for best practices on position your Arlo cameras:

1. How do I place my Arlo camera?

2. Optimizing motion detection performance on Arlo Wire-Free cameras

I hope this helps!

JamesC