topic Re: Android App Runs Poorly on Galaxy S8+ in Arlo Pro

Android App Runs Poorly on Galaxy S8+

larryinfl1 — Mon, 22 May 2017 04:16:20 GMT

Hello All,

I'm new to Arlo. I bought a base station and Pro camera two days ago. The wireless range works great for me, interface is nice and video quality works great for my needs. I'm excited to find a wireless solution!

I'm sorry if this is being discussed in another thread. I searched a dozen pages and tried searching with several different search phrases.

I'm using a Samsung Galaxy S8+. I have the Arlo Pro and the Pro base station.

When I get a motion notification on the phone I click it and it starts to lauch the app after several sections. Maybe 5-15 seconds. I can not go to the home screen or do anything else. If I do try to go to the home screen or do something else the blank Arlo screen pops back up automaticly. If I force quit the app Arlo witll automaticly reopen and loging after a few seconds.

The process makes my phone unusable for 30-60 seconds.

It tried support live chat, which was a bit on the rude side, and their only solution was to turn off LTE. I said that was not an option for me. The agent then tried to convince me my phone did not need LTE. I was very disppointed in the chat experiene to say the least.

I asked the agent several times if this was a known issue and if a fix was being worked on. I never got a reponse to either question.

Can I get a reponse from Netgear on this?

Is this a known issue? Is a fix being worked on currently?

Is this issue specific to the Galaxy S8/S8+?

I know fixes can come slow for large companies, but I would like some honest, truthfull answers from Netgear on this one. I love the system and I'm hoping the fix is being worked on.

Thanks!

Larry

Re: Android App Runs Poorly on Galaxy S8+

TomMac — Mon, 22 May 2017 12:16:41 GMT

Larry... from the sound of it , not normal...

As you say , it may be model specific( not exactly sure of the model changes other than processor , mem, etc ). I run the S7 / os 7 and don'r see the issue you do. New models, OS's sometimes throw a mionkey wrench in till the next app update.

Does it do the same or similar delays on another device ??

I would also ask if your letting the app sit in background or not?? ( I do )( also don't turn off the LTE here, it makes no diff for me )

Starting from non-running app; I just timed my system with 12 cams, and the app shows the cameras on screen (static pic )at the 4-5 second mark and the cameras info ( small battery icon, sig level ) appear at about 8+secs( data from base). The app is totaly on and functional at the 10-11 sec mark.

App in background; Cameras pop up in a second+, fairly instant.

Other than above, I have no advice other than a normal un-install and re-install of the app just to make sure all went in good from the start.

But I would file a trouble report with Netgear to file a problem ( get a case # ) and make sure they're aware of a possible issue.

Re: Android App Runs Poorly on Galaxy S8+

jguerdat — Mon, 22 May 2017 13:00:59 GMT

Interesting. While I'm not completely sure I followed your whole description, it sounds just like an issue I have on one Android device, an old Nexus 10 tablet running LineageOS 14.1 (Android 7.1.2). I have to jump through hoops to get the app to start up. It's sounding like specific devices and/or OSes are somewhat incompatible with the latest 2 apps (the recent update didn't fix it). Open a case with support if your prior contact didn't do so and I will, too. I'll also try to back-channel it.

My other devices (old Galaxy Nexus with LineageOS 13.1 and Nexus 6 with stock 7.1.2) work fine, although it's a bit different in startup operation which is slightly annoying. Dunno if this is due to added features or a strategy change.

Re: Android App Runs Poorly on Galaxy S8+

JamesC — Tue, 23 May 2017 17:59:55 GMT

Engineering is currently investigating this issue. I will post an update once I have more information.

JamesC

Re: Android App Runs Poorly on Galaxy S8+

baazigar_ — Tue, 23 May 2017 18:01:06 GMT

Exact same issue here with Samsung Galaxy S8+. Hopefully it can be fixed with an update. I've reinstalled and done all the basic troubleshooting, no difference.

Re: Android App Runs Poorly on Galaxy S8+

Johnny290 — Tue, 23 May 2017 23:37:18 GMT

I have an S7 edge and have similar problems and it's been that way for months and months as it is quoted in the play store.

Re: Android App Runs Poorly on Galaxy S8+

Sdlyte — Wed, 24 May 2017 05:17:17 GMT

Same issue on Galaxy S8 standard. Frequently getting long pauses when selecting from drop down notifications. Then takes a while for the cameras to become recognized on my devices list and assumes I have no cameras for a few moments. I'm also getting issues with occassionally delayed notifications on wifi several minutes after recordings and I never put the app to sleep. On my old galaxy s6 edge everything was pretty smooth and speedy which did not require fingerprint login.

Re: Android App Runs Poorly on Galaxy S8+

JamesC — Fri, 26 May 2017 17:13:14 GMT

Engineering is currently investigating this issue. I will provide an update when I have more information.

JamesC

Re: Android App Runs Poorly on Galaxy S8+

Johnny290 — Fri, 26 May 2017 17:15:42 GMT

Much appreciated JamesC

Re: Android App Runs Poorly on Galaxy S8+

ThermoDyn — Thu, 01 Jun 2017 17:25:45 GMT

Same issue here with an LG G5 (H831 Canada) running 7.0 H83120b and a 3 camera Arlo Pro system.

Click notification - stalls on white screen - kill the task, relaunch, reauthenticate, works now.

Just about every single time. Very frustrating when I am trying to get to the cameras quick because of a motion trigger.

It's been like this for awhile.

Chris

Re: Android App Runs Poorly on Galaxy S8+

jguerdat — Thu, 01 Jun 2017 20:47:45 GMT

I have a case open on this. Open your own case with support using the Contact Support link at the bottom here. Feel free to reference my case, 28464693

Re: Android App Runs Poorly on Galaxy S8+

EBerry — Sun, 11 Jun 2017 03:28:52 GMT

I have the exact same problem on a Samsung phone and tablet. There are dozens of reports of the same issue in reviews of the Android app, so it seems to be a common issue. The app worked fine until around a month ago. Rebooting the device and restarting the app does not fix it. The flickering and hanging happen almost every time the app is started from a notification.

Re: Android App Runs Poorly on Galaxy S8+

jguerdat — Sun, 11 Jun 2017 13:17:28 GMT

As a workaround for the time being, use the multitask soft button and pause - Arlo should then kick back in and complete the login. On occasion I've had to do this a couple of times and even have to force stop the app for it to work.

This doesn't happen to all devices and all recent OSes but... I have one device that does this and 2 others that are fine.

Re: Android App Runs Poorly on Galaxy S8+

BananaChipz — Fri, 23 Jun 2017 19:56:36 GMT

I can confirm the exact experience as the OP on my Galaxy S8+. Is there any update?

Re: Android App Runs Poorly on Galaxy S8+

gweempose — Fri, 23 Jun 2017 21:13:30 GMT

I was just about to buy a five camera Arlo Pro system, but now I'm second guessing that decision since I have a Galaxy S8+. I hope this situation is resolved soon. Until then, I guess I'll just sit on the sidelines and wait.

Re: Android App Runs Poorly on Galaxy S8+

BananaChipz — Fri, 23 Jun 2017 22:58:37 GMT

I wouldn't let it stop you from buying. It's annoying as hell, yes, but Arlo will still notify you, record motion, etc. Netgear HAS to fix this considering it affects such a popular device.

Re: Android App Runs Poorly on Galaxy S8+

Johnny290 — Sat, 24 Jun 2017 17:24:02 GMT

It's been months now still not fixed

Re: Android App Runs Poorly on Galaxy S8+

kmoo — Sun, 25 Jun 2017 17:37:29 GMT

@JamesC (NETGEAR Moderator) -- Any update on this issue? It's been annoying the heck out of me ever since I got my new Galaxy S8+.

Thanks!

Re: Android App Runs Poorly on Galaxy S8+

Johnny290 — Sun, 25 Jun 2017 18:21:13 GMT

I 2nd that

Re: Android App Runs Poorly on Galaxy S8+

larryinfl1 — Sun, 25 Jun 2017 18:59:59 GMT

I've worked for large companies like this, and I certainly would not expect a fix in 2-3 months. I suspect we will have to live with this annoying issue for a while.