topic Re: Preview Snapshots Not Updating in Arlo Pro 2

Preview Snapshots Not Updating

Schmidts — Thu, 12 May 2022 16:34:30 GMT

As of a couple of weeks back, whenever I open the Arlo app on Android, iOS or a web browser, none of my cameras show a snapshot of the last event. They will only show a snapshot of the last time I used them for live viewing. The cameras all record to the cloud and local storage just fine and footage is in the library. Does anyone have experience fixing this? Restarting the hub didn't help.

Re: Preview Snapshots Not Updating

ShayneS — Fri, 13 May 2022 17:45:06 GMT

Which version of the Arlo mobile app is installed on your Android/iOS devices?

Re: Preview Snapshots Not Updating

Schmidts — Fri, 13 May 2022 19:38:37 GMT

I'm current on both apps. 3.6.4 is the one for Android.

It looks like the snapshot will update if there is active action while in the app. However, if I restart the app, the snapshot rolls back to the last live viewing.

Re: Preview Snapshots Not Updating

ShayneS — Mon, 16 May 2022 17:19:06 GMT

Is it possible to provide a screenshot of the thumbnail presenting the issue? before you update it via live streaming?

Thanks

Re: Preview Snapshots Not Updating

Schmidts — Mon, 16 May 2022 18:06:16 GMT

Sure, see attached. You can see that the top 2 cameras were last accessed live a day ago and the bottom one 5 days ago. There have also been numerous events since then that should have updated the snapshots.

Thumbnails not of the most recent video (cloud)

ICC2 — Sat, 21 May 2022 21:15:59 GMT

Camera thumbnails (from the cloud) are not of the most recent video.

They can show anywhere from 1 day to 23 days in the past.

This has started happening since the April 2022 app update but also happens viewing the cameras on the web.

If you are on the app or on the web and a video is recorded, the thumbnail changes to that of the most recent video.

However, if you close the app reopen/login, the thumbnail is no longer of the recent video and references one from the past (again from 24 hours to 23 days).

Example: camera recorded an incident at 4:08 p.m.

Thumbnail shows video from 8 days ago (yes it indicates number of events since you last opened the app).

App: 3.6.4_28451 Release 4/22/22

Phone: Galaxy S7 running Android 8.

Re: Thumbnails not of the most recent video (cloud)

Dannybear — Sat, 21 May 2022 22:35:22 GMT

There have been posts reporting similar issues. If you have a subscription you can contact arlo support via the arlo app. If not you will need to wait for a paying customer to raise a fault case before it can be looked at.

Re: Thumbnails not of the most recent video (cloud)

ShayneS — Tue, 24 May 2022 15:35:15 GMT

Can you update to the latest version of the Arlo app v3.6.6 and test again?

Re: Preview Snapshots Not Updating

ShayneS — Tue, 24 May 2022 20:34:03 GMT

Are you still experiencing this issue with the latest version of the Arlo app & web?

Re: Thumbnails not of the most recent video (cloud)

Szemajor — Wed, 25 May 2022 06:13:00 GMT

I'm using v3.6.6_28456. The thumbnails of the cameras setup in my acct are working properly. However the thumbnails of the cameras shared with my acct are having issues. Please advice.

Re: Thumbnails not of the most recent video (cloud)

ICC2 — Wed, 25 May 2022 20:13:16 GMT

Currently running 3.6.6_28456

Tried uninstalling and reinstalling.

No resolution to issue.

Re: Thumbnails not of the most recent video (cloud)

ICC2 — Wed, 25 May 2022 20:19:10 GMT

Did followup testing.

The issue appears to be the same as Szemajor, camera on the account update but shared cameras do not.

All was working as expected prior to the May 19, 2022 update to the app.

Re: Thumbnails not of the most recent video (cloud)

ShayneS — Wed, 25 May 2022 20:30:49 GMT

Thanks for the update

Re: Preview Snapshots Not Updating

Yoshiwars — Thu, 26 May 2022 01:50:39 GMT

I'm not the OP but I too am having this issue.
I have the VMB4000r3 base station.
Using Android with version 3.6.6_28456 of the Arlo app.

Re: Preview Snapshots Not Updating

Arlo_Help_Me — Sun, 05 Jun 2022 07:49:59 GMT

I have been experiencing the exact same thing for a months now. Also using Android with version 3.6.6_28456 of the Arlo app.

All devices experiencing the same issue, so it is not device related. So mt guess is that some update has caused this in the past.

I am also disappointed that my first time in trying to sort out an issue, that I cannot contact support, but only a community.

So hopefully Arlo can advise why my app preview images have stopped working soon....as if not... time to bin them and go with another vendor.

This issue is not unique and so far the support from Arlo themselves which I have seen on this thread is so basic and not helpful. As in, what very are you running and try updating to the latest version. When it is the latest version, as mine always is, it is just noted.

Please Arlo, this is a basic initial screenshot of the first image of a motion alert on an app. Easy to check and validate.

There must be an easy fix which can be applied to the next update as otherwise my alerts of movement are useless until I wait until the recording has stopped to then view ... no good .. too late. Or interrupt the recording and go live stream ....also no good. I required my preview image back please.

Re: Preview Snapshots Not Updating

ShayneS — Mon, 06 Jun 2022 16:06:24 GMT

The Arlo development team is currently investigating this issue. We will provide an update as soon as we have more information to share with the community.

Re: Preview Snapshots Not Updating

ShayneS — Tue, 07 Jun 2022 21:17:16 GMT

Are you seeing this issue with a granted access account or primary account?

Re: Preview Snapshots Not Updating

Schmidts — Tue, 07 Jun 2022 21:54:41 GMT

I see it with on both primary and shared devices and accounts.

Re: Preview Snapshots Not Updating

Arlo_Help_Me — Thu, 09 Jun 2022 07:44:38 GMT

Seeing it on both.

I also have two base stations and multiple cameras .. and it is occurring across both.

OS is Android.

Re: Preview Snapshots Not Updating

HazzMatt — Mon, 13 Jun 2022 04:37:25 GMT

My Arlo Ultra cams started doing this a month or so ago - after an arlo firmware update. It occurs on Android, ios and arlo web as well. I only reported this today because I knew others would eventually report it, which I see has been happening. I had to answer all the basic questions even though Arlo already knew this was an issue. My system had been running well for a year plus but I see that Arlo still releases new updates without fully testing them. I'm just waiting for this to get fixed. Good luck to all the other users.