topic Re: Missing Videos on Android in Features

Missing Videos on Android

Geoff — Mon, 26 Sep 2016 23:35:15 GMT

Hi All

Since the 'update' app, I am missing videos from one camera on the library when accessed through the android app.

The camera in question activates and shows recorded footage in the library on the pc but not on my tablet.

I have ticked the boxes on the filter as well.

Any suggestions?

Re: Missing Videos on Android

TomMac — Sun, 10 Jan 2016 15:09:50 GMT

Is it possible the vids you don't see are past the "days of service" level ?

Now Netgear has been deleting old vids to the day +1

Re: Missing Videos on Android

Geoff — Sun, 10 Jan 2016 17:03:04 GMT

Hi TomMac

Thanks for the speedy reply.

No it's nothing to do with 'days of service'.

The one point I failed to mention is that when one of my cameras is activated, I have a rule set to record another camera. It is the footage of this camera that I cannot see in the android library. I see it perfectly well on the pc.

Thanks

Re: Missing Videos on Android

TomMac — Sun, 10 Jan 2016 17:13:14 GMT

All i can say is I'm running tests on the nested/dual cameras... with the new SW , it's not working like it use to

Be interested if you get an answer too

Re: Missing Videos on Android

aaron_w — Mon, 11 Jan 2016 02:59:12 GMT

I am experiencing the exact same issue.

Re: Missing Videos on Android

Geoff — Tue, 12 Jan 2016 19:13:55 GMT

I did a reset on the base station and now all seems to be OK!

How very strange!

Re: Missing Videos on Android

Geoff — Wed, 13 Jan 2016 14:50:21 GMT

Apologises but I need to revoke my last statement.

I think I was being too quick in accepting the solution.

Problem is still the same.

Videos missing from Android but showing on PC.

Re: Missing Videos on Android

Csirish — Thu, 14 Jan 2016 16:22:33 GMT

When my camera gets motion, i get a notification on my android, yet when trying to veiw the video i have set for 15sec. Their is no video in library, sometimes i will get the video 20 30 min later. Please help cause it is frustrating.

Re: Missing Videos on Android

JamesC — Thu, 14 Jan 2016 20:44:12 GMT

As some of you may have already witnessed we are experiencing intermittent performance issues with live streaming and accessing the library. Our Engineers are working on it and will provide and update once resolved. We sincerely apologize for any inconvenience this may cause.

JamesC

Re: Missing Videos on Android

Geoff — Thu, 14 Jan 2016 21:20:06 GMT

Thank you James for responding.

At least you guys are reacting.

Re: Missing Videos on Android

motoflyer — Thu, 18 Feb 2016 19:18:17 GMT

What is the progress on this issue? I have noticed the exact same issue and it's getting worse with each app update Arlo releases. I've also noticed missing videos when checking from desktop now. Are these cameras toys or legit security devices???

Re: Missing Videos on Android

P_J — Thu, 18 Feb 2016 23:20:40 GMT

So James, it seems like you made this post over a month ago and the problem is still happening to many users. What has the engineering team done to figure out this issue. I have the Ring doorbell system, use the android app they provide and never have a missing video feed or image. So obviously it's possible to have a great stream and recording platform and also support the users. Also have a cloud cost much lower than Arlo.....

Re: Missing Videos on Android

Geoff — Fri, 19 Feb 2016 10:34:02 GMT

I am still experiencing occasionally a missing video, although not as frequent as before.

I have been living with it as JamesC said the engineers were working on it.

I expect that the missing video will be the one time when I really need it!

What is the progress JamesC?

Re: Missing Videos on Android

Paul_FCCL — Mon, 22 Feb 2016 20:34:59 GMT

He did say "they are showing" on the PC. It's the Android app that keeps missing the videos.
It's become a very annoying problem, being reported over and over again by many users.
This app just "doesn't work", why isn't Netgear doing anything about it.
Paul_FCCL

Re: Missing Videos on Android

Paul_FCCL — Tue, 23 Feb 2016 00:29:53 GMT

P_J wrote:
So James, it seems like you made this post over a month ago and the problem is still happening to many users. What has the engineering team done to figure out this issue. I have the Ring doorbell system, use the android app they provide and never have a missing video feed or image. So obviously it's possible to have a great stream and recording platform and also support the users. Also have a cloud cost much lower than Arlo.....

Funny thing is, some of those missing videos from the Android app, do show up in the iPad app as well as on the PC. Why that is......I wonder, is Netgear even responding to these issues?

It sounds like some major flaw is hampering the video recording, transmission and its server storage.

I'm beginning to doubt and question the reliability of the Arlo system. Hope I didn't waste my money on this, but can't say I would buy any more cameras or recommend it to anyone.

Regards.

Paul FCCL

Re: Missing Videos on Android

JamesC — Tue, 23 Feb 2016 16:12:30 GMT

I have escalated this and we are still investigating the issue. We hope to have a resolution soon.

Thank you,

JamesC

Re: Missing Videos on Android

captnpops — Tue, 23 Feb 2016 16:39:19 GMT

JamesC.,

Just curious, which moderators are android users. You've noted that you are escalating it but somehow I believe it would be more of an issue to an android user.

I raised this issue more than a month ago and filed a case. Every week I would get an automated email that my case would close in three days if I didn't respond..Each time I responded that not only was there no solution, but being an anroid user going out of town, it was unnerving that this issue wasn't fixed...

Finally, a user suggested a webbased brower that could be used on a smartphone.

Then, I got a response after answering 3-4 annoying emails about my case about to close without more input... my customer support rep noted that the emails were automated and not to worry the case would not close and they were working on this problem..

Next my case is closed..

Netgear might fix the android app sometime soon, but they have a bigger problem... fix their customer service system.. it isn't the reps, its management that need a lesson on customer service.

Re: Missing Videos on Android

JamesC — Wed, 24 Feb 2016 23:15:56 GMT

captnpops,

I use an android device myself and it does seem to be a problem exclusive to the android version of the Arlo mobile app. Our engineering team is still working on a resolution which we hope will be made available in the next release.

I have made management aware of your concerns with your case being closed. Thank you for bringing this to our attention and I apologize for any inconvenience this may have caused.

JamesC

Re: Missing Videos on Android

captnpops — Thu, 25 Feb 2016 03:38:34 GMT

Thanks JamesC,

I appreciate your response.

btw, I'm extremely happy with Arlo as I have 5 cameras working together and have not had any basestation or camera problems.

I use one camera exclusively to monitor wildlife on my property and am surprised on how much traffic there is...

captnpops