topic Re: planIdnullnot found in SubscriptionPlanMapping Cache in Arlo Pro 3

planIdnullnot found in SubscriptionPlanMapping Cache

arlopro3jersey — Thu, 06 May 2021 09:16:47 GMT

When trying to subscribe to a deal for a plan from an Arlo email I get the following error at the checkout page.

"planIdnullnot found in SubscriptionPlanMapping Cache"

Any ideas what this might be about?

Re: planIdnullnot found in SubscriptionPlanMapping Cache

JamesC — Thu, 06 May 2021 23:25:21 GMT

arlopro3jersey,

Was this a promotional email? Could you provide a screenshot of the details?

JamesC

Re: planIdnullnot found in SubscriptionPlanMapping Cache

arlopro3jersey — Fri, 07 May 2021 06:46:42 GMT

Hi, screenshot attached of the promotion email

Re: planIdnullnot found in SubscriptionPlanMapping Cache

arlopro3jersey — Fri, 07 May 2021 06:47:51 GMT

Hi, screenshot attached of the promotion email

Re: planIdnullnot found in SubscriptionPlanMapping Cache

arlopro3jersey — Tue, 11 May 2021 17:07:26 GMT

Any solution to this problem? I am unable to add any subscription whatsoever... could it be to do with my location which is Jersey and not mainland UK?

Re: planIdnullnot found in SubscriptionPlanMapping Cache

JamesC — Tue, 11 May 2021 17:34:49 GMT

arlopro3jersey,

I've escalated this to the dev team for further investigation. I will provide an update once I know more.

JamesC

Re: planIdnullnot found in SubscriptionPlanMapping Cache

NWCarlo — Wed, 21 Jul 2021 03:46:56 GMT

I received this same message upon login to my account. Would like to know what conditions trigger it.

Re: planIdnullnot found in SubscriptionPlanMapping Cache

JamesC — Wed, 21 Jul 2021 17:00:54 GMT

NWCarlo,

There was a cloud release that resulted in a temporary issue with subscription plans. This should now be resolved, are you still experiencing an issue when attempting to subscribe?

JamesC

Re: planIdnullnot found in SubscriptionPlanMapping Cache

arlopro3jersey — Wed, 21 Jul 2021 20:38:44 GMT

I'm still experiencing the same problem and always have...

Re: planIdnullnot found in SubscriptionPlanMapping Cache

NWCarlo — Fri, 23 Jul 2021 21:43:29 GMT

I am no longer experiencing the issue. In my case I think it had to do with moving cameras from one account to another. A factory reset of the cameras and base station cleared it up.

Re: planIdnullnot found in SubscriptionPlanMapping Cache

JamesC — Mon, 26 Jul 2021 23:58:22 GMT

arlopro3jersey,

A fix for this has been released, please try again and let us know if you are still experiencing the same behavior.

JamesC

Re: planIdnullnot found in SubscriptionPlanMapping Cache

lund0529 — Thu, 07 Oct 2021 20:16:27 GMT

Same error here trying to cancel my plan.

Re: planIdnullnot found in SubscriptionPlanMapping Cache

JamesC — Fri, 08 Oct 2021 16:05:29 GMT

lund0529,

Are you trying to cancel using the web client or the mobile app? Do you still experience the same behavior if you try today?

JamesC

Re: planIdnullnot found in SubscriptionPlanMapping Cache

lund0529 — Fri, 08 Oct 2021 18:42:06 GMT

Either. Behavior is the same on Chrome/Edge/Firefox on two different computers and the Android app. Cache cleared, rebooted, all updates current, no change.

It does still happen today.

If I try to add a CVR plan, no cameras are selectable.

Trying to change my plan, the "Change Plan" button does nothing on the comparison screen.

Trying to cancel my plan, I get "planIdnullnot found in SubscriptionPlanMapping Cache" in a drop-down orange bar, or nothing happens at all. My unused credit and refund total are shown as $NaN on the cancel summary page.

Developer Console in Chrome shows a lot of Javascript errors.

Re: planIdnullnot found in SubscriptionPlanMapping Cache

JamesC — Fri, 08 Oct 2021 18:59:27 GMT

lund0529,

I see you already have a support ticket open on this issue. I will escalate your support ticket and request a status update.

JamesC

Re: planIdnullnot found in SubscriptionPlanMapping Cache

lund0529 — Fri, 08 Oct 2021 19:22:53 GMT

Probably about 5-6 by now... they just keep asking for screenshots, promise 24-48hr turnaround, and then go dark. I really just want to cancel everything and start with a fresh/clean config, but I can't and nobody in live chat seems willing or able to do so.

Thanks James.

Re: planIdnullnot found in SubscriptionPlanMapping Cache

JamesC — Mon, 11 Oct 2021 20:01:29 GMT

lund0529,

I've escalated this to the development team. It appears there is a bug causing this behavior but I do not have an ETA for resolution. I will provide an update once I know more.

JamesC