topic Re: Critical iOS App Bug: Feed fails to auto-refresh / Manual refresh non-functional / Playback erro in Arlo Pro Security Camera 2K 6th Gen

Critical iOS App Bug: Feed fails to auto-refresh / Manual refresh non-functional / Playback error

Ron212121 — Thu, 06 Aug 2026 19:25:48 GMT

As there seems to be no longer an option to raise a support ticket in writing, I am starting this discussion. The email intended for the Arlo Support team. I hope this will find its way to the Arlo Support/Development team asap

To Arlo Support Team,

I am writing to report a persistent and severe software defect regarding the Arlo Secure app for iOS (currently running version 6.39.0, albeit issue also existed in previous app versions).

Despite receiving push notifications for motion events, the app fails to function reliably, rendering the security system effectively unusable for live monitoring and reviewing events.

Issue Description:

1. Feed Auto-Refresh Failure: The Feed tab does not automatically update when new events occur.

2. Manual Refresh Unresponsive: Performing a pull-to-refresh does not fetch new events; the loading indicator either spins indefinitely or completes without updating the feed.

3. Video Playback Errors: Attempting to play recorded clips frequently results in video playback errors or timeouts.

Technical Context & Isolation Steps Completed:

Account Type: Tested on the primary owner account and a shared/secondary profile).

Network Environments: The issue reproduces consistently across both high-speed Wi-Fi and Cellular (4G/5G) data connections, ruling out local network, router, or ISP/DNS throttling issues.

Troubleshooting Attempted:

Signed out and back into the Arlo account.

Offloaded and completely reinstalled the iOS app (clearing local cache/data).

Restarted the iPhone device.

Workaround Observation: The feed only syncs when the app is completely force-closed via the iOS App Switcher and cold-started from scratch. This points directly to a broken persistent websocket/session re-handshake mechanism when the app resumes from the background in iOS.

This behavior has been widely documented by numerous users on the official Arlo Community forums and Reddit for a prolonged period.

Please escalate this issue directly to your iOS software engineering team for resolution in an upcoming hotfix.

Device & OS Details:

Devices: iPhone 13 and 15; iPad Air

iOS/iPadOS Version: 26.6

Arlo App Version: 6.39.0

SmartHub Model: VMB4540r2

I look forward to your prompt response and a resolution to this longstanding issue.

Re: Critical iOS App Bug: Feed fails to auto-refresh / Manual refresh non-functional / Playback erro

Ron212121 — Fri, 07 Aug 2026 16:02:15 GMT

In addition to the above. This behavior occurs “on and off”. Sometimes the app works as it should, sometimes for days it fails as stated above. Extremely annoying.

Re: Critical iOS App Bug: Feed fails to auto-refresh / Manual refresh non-functional / Playback erro

ShayneS — Fri, 07 Aug 2026 21:30:44 GMT

@Ron212121

I sent you a private message inquiring about some information. If you wouldn't mind assisting.

Re: Critical iOS App Bug: Feed fails to auto-refresh / Manual refresh non-functional / Playback e...

ShayneS — Tue, 11 Aug 2026 18:51:39 GMT

HI @Ron212121

Thank you for the detailed information. I'm checking in with the appropriate team, and I'll provide more info as soon as possible.

Re: Critical iOS App Bug: Feed fails to auto-refresh / Manual refresh non-functional / Playback erro

ShayneS — Fri, 21 Aug 2026 22:32:29 GMT

Hi @Ron212121

I just wanted to check-in with you to see if you're still experiencing this symptom with the Latest version of the Arlo app?

Re: Critical iOS App Bug: Feed fails to auto-refresh / Manual refresh non-functional / Playback e...

Ron212121 — Sat, 22 Aug 2026 07:50:33 GMT

Let me check for a day or two and then I will let you know. Was this a known problem?

Re: Critical iOS App Bug: Feed fails to auto-refresh / Manual refresh non-functional / Playback e...

Ron212121 — Sun, 23 Aug 2026 13:33:03 GMT

We are on app version 6.41. Issue remains. Incidentally also seeing unexpected error (see picture) when trying to view a clip

Re: Critical iOS App Bug: Feed fails to auto-refresh / Manual refresh non-functional / Playback e...

ShayneS — Mon, 24 Aug 2026 23:25:42 GMT

@Ron212121 Do you mind sending another log on this latest version replicating the issue?

Re: Critical iOS App Bug: Feed fails to auto-refresh / Manual refresh non-functional / Playback e...

Ron212121 — Wed, 26 Aug 2026 16:03:23 GMT

Will do on the next occasion

Re: Critical iOS App Bug: Feed fails to auto-refresh / Manual refresh non-functional / Playback e...

Ron212121 — Thu, 27 Aug 2026 18:58:24 GMT

I have just emailed you a new case as requested.

other points to note;

1) I have ticked the box “Email me when someone replies” but never have received any mails, when you sent me messages in the past

2) I have also ticked the box “keep me signed in” in the community. Does not work either. I always have to log in again.