topic Re: Message read session timed out please login. in Arlo Pro

Message read session timed out please login.

av53 — Fri, 16 Mar 2018 03:32:28 GMT

I just started receiving this message. I have to reboot the phone to get a login screen.. Does anyone know how to solve this problem. Thanks

Re: Message read session timed out please login.

DawnM — Fri, 16 Mar 2018 05:49:17 GMT

Hello av53,

We have had a very small number of users report this issue and are trying to narrow down the details to try to reproduce it on our end. Would you mind providing the following info:

Type of device

App version

What screen were you last on when you see this error? (The library page, device page, etc.)

Did you minimize or force close before the error occurred?

Any additional details you can provide will be helpful in narrowing this down. Thank you in advance!

Dawn Marshall
Community Manager, NETGEAR

Re: Message read session timed out please login.

pc2k17 — Fri, 16 Mar 2018 12:50:24 GMT

If your using android, update the arlo app to the latest version in the google store. (version 2.4.9_20031) Fixed my session timed out issue.

Re: Message read session timed out please login.

Thewood — Sat, 17 Mar 2018 16:17:39 GMT

Since a mod seems have been in here...is anyone addressing this issue. Its still ongoing for a number of people.

Re: Message read session timed out please login.

tominboise — Sat, 17 Mar 2018 16:38:24 GMT

I am also receiving this message on both cell phones that access this service. They are a samsung s8+ and Samsung Note 8. The App load is 2.4.9.20031 which I think is the latest. If I force stop the app i can get back in and then after a couple of hours I get the message my session has expired and need to login with no way to login. I think this started after the last app update. Hope Netgear sees we are having problems and fix's this issue.

Re: Message read session timed out please login.

Twinkle — Sat, 17 Mar 2018 17:28:16 GMT

hello, I called on Mar15 and got a case number. Just called again 3/17; still no resolution.

I got my 3 camera sys up in Feb 2018. All was working fine until Mar 15---day after the new released on Mar14. I never log out-hence to see the cameras when I get a notification- Great. However, now not so great. I get the " your session has expired. Please log in." I even checked my Samsung 7, andriod and it also times out. In this Community board, they are about 5-7 discussions on same topic--just labeled different. CK the one on "Session has timed out ....again".

I have uninstalled the APP several times --it allows me back in but still times out.

I read this board and see that the same problem has happened in May and July 2017. Seems Arlo, would have fixed the app as to not have that occur again. I am not a tech person---unless it was a different issue. However, why is the APP not tested before it is released since this has happened before.

Great system- but not worth all the problems thus far. I should had done more homework.

Please Fix

Re: Message read session timed out please login.

pc2k17 — Sat, 17 Mar 2018 17:54:27 GMT

@tominboise

When you say you have no way to log back in after it times out.... what exactly do you mean? You should at least be brought to the log in screen, which will look kinda greyed out. You tap the screen at the "greyed out" part slides to the right and you can then log in. PITA, but you should be able to log back in.

@Twinkle

I don't think it's the app. Looks like a back end issue to me relating to accounts, the database, maybe an sql issue. The app is working fine for most so that tends to say it's a back end issue. I realize you probably don't care where the problem is, I'm just throwing some info out there. Hopefully they get you back up and running soon.

Re: Message read session timed out please login.

tominboise — Sat, 17 Mar 2018 19:39:01 GMT

I mean there is no login screen and the app is upresponsve. All I see us your session has expired you need to re login or something to that effect. I force close the app and then it will let me back in for a couple of hours. After my session expires i do not get any notifications of events.

Re: Message read session timed out please login.

pc2k17 — Sat, 17 Mar 2018 22:38:17 GMT

@tominboise

I have the S8, so I assume your running android 7, samsung experience 8.1, and android security level February 1, 2018... is that correct?

I'm just asking because since we have the same hardware, I'm wondering if any software difference could make the app freeze up on you. If you have all the same as me and mine works then it's got to be on the arlo back end.

Did version 2.4.9_20031 ever work for you?

Re: Message read session timed out please login.

tominboise — Sat, 17 Mar 2018 22:54:24 GMT

Yes my s8 is the same software versions as yours. I don't know if it worked on this app version or not. I started getting the error about the time my app was updated

Re: Message read session timed out please login.

pc2k17 — Sun, 18 Mar 2018 01:21:54 GMT

Ok. I'm seeing in a few places now that this is a known issue with the new version of the app and the cloud update. Strange that the app and the new cloud update is working fine for some, but not for others. Hopefully they fix it soon.

Re: Message read session timed out please login.

Bigedd — Sun, 18 Mar 2018 14:36:21 GMT

Glad to see this being addressed. I have been receiving the same message on my Windows 10 PC, Win 10 Notebook, and Samsung Note 4 devices for 3+ days. It continues as I write this. Arlo app is current on all devices. FRUSTRATING!!!

Re: Message read session timed out please login.

Amica31 — Sun, 18 Mar 2018 15:01:58 GMT

I got the same issue. Just started few days ago. I log in, view my videos few minutes and it bumps me out. The message is that the session timed out. It never happened like that before. My phone is Motorola 4ge.

Re: Message read session timed out please login.

Tgmashburn — Sun, 18 Mar 2018 15:39:51 GMT

I called waited in the phone for a hour before anyone answered and then told problem would be fixed in 2 hours that was 2 days ago!

Re: Message read session timed out please login.

BoldPrint — Sun, 18 Mar 2018 20:00:42 GMT

I'm having the same problems as others: I get a message saying my session has expired and I need to login. But I can't login because the app is unresponsive. This has been going on for a few days.

Re: Message read session timed out please login.

jguerdat — Sun, 18 Mar 2018 21:27:12 GMT

Workaround for Android (iOS should have something similar):

When presented with the "session expired" message, use the phone's multitask button (looks like 2 rectangles overlapping). Arlo should be the top one. Click the "X" at the top right of Arlo. Reopen the app normally and it will start up normally.

Re: Message read session timed out please login.

Thewood — Sun, 18 Mar 2018 23:17:15 GMT

Yeah, I think most of us figured out if you shut the app down, you can start it back up. The point you're missing is that the app will eventually time out again. I have had to use this "workaround" 6-7 times a day if I want to check anything on the app.

Re: Message read session timed out please login.

jguerdat — Mon, 19 Mar 2018 01:00:55 GMT

That's why it's a workaround, not a fix. Just trying to help minimize the angst.

Re: Message read session timed out please login.

Rubyphilipgriff — Mon, 19 Mar 2018 14:30:23 GMT

Still having the problem with the session timed out issue, I have downloaded the new version 3 times and to no avail, the system is working but you always have to turn your phone on and off in order to get back in the app after every probably 2 hours, you don't even need to use your password it just goes right in once you tap the Arlo app.
If there is a fix for this at time of this posting please let me know.
Like everyone else I hope Arlo fixes this problem.

Re: Message read session timed out please login.

Elkhounds — Mon, 19 Mar 2018 16:06:29 GMT

I'm having the same issue on any web browser. Can't get to my cameras. Maybe once it is fixed Arlo will upgrade us all to the new Pro 2 version for our inconvience. Haha. Getting old not being able to see the cameras. Not exactly what I got the system for.