topic Re: Slow login and live view access in Arlo Q Plus

Slow login and live view access

Joe-N — Wed, 16 Sep 2020 18:30:26 GMT

It seems like it's gotten more difficult and slow to view my cameras lately. When my browser window times out, I have to wait a 8-10 seconds for the first dialog box to appear. This one informs me that my session has timed out (duh!). Clicking OK allows me to next click the box that says Log In. Then the actual login page appears where I enter my user name and password. Finally, the camera page loads. Then it takes another 15-20 seconds to access a live view.

This whole process can take anywhere from 45-60 seconds, which makes the cameras pretty much useless for checking the door or a trigger notification. I have a fast internet connection so that's not the issue. The cameras are connected wirelessly with strong signals.

I understand the back and forth time to go through the Arlo server. But why do we need to be logged out so quickly? And why are there so many steps required to log back in? Hey Arlo, how about you streamline and speed up this process? I need to, and should be able to, access my cameras within a few seconds if they are to function as a real security system.

Re: Slow login and live view access

ShayneS — Thu, 17 Sep 2020 17:47:21 GMT

Please contact the Support Team to further investigate this issue. You will find several options for contacting support in the provided link. Arlo Tech Support

Re: Slow login and live view access

Joe-N — Fri, 18 Sep 2020 02:47:57 GMT

It seems like the only support option is Live Chat. I'm not sure how that is going to address my issues.

Re: Slow login and live view access

Joe-N — Sat, 19 Sep 2020 15:23:17 GMT

Apparently Live Chat isn't even an option. It says "Checking for chat availability..." and never connects. Is there any other option to contact Tech Support?

Re: Slow login and live view access

Joe-N — Wed, 23 Sep 2020 19:20:27 GMT

I guess Arlo thinks directing me to support options that either don't apply or are unavailable is their idea of solving this problem. I don't know why I expected anything more, based on past performance.

In case you were wondering, this is still a problem.

Re: Slow login and live view access

ShayneS — Wed, 23 Sep 2020 20:33:59 GMT

Hi @Joe-N

I have created a case for you. customer support will be reaching out to you as soon as possible. Your may reference your case number here: 41955486

Re: Slow login and live view access

Joe-N — Tue, 29 Sep 2020 18:06:21 GMT

The email I received for the case you created said someone would reach out to me in 1-2 days. It's now been 6 days with no further contact. Not surprising...could you check into this for me?

Re: Slow login and live view access

ShayneS — Tue, 29 Sep 2020 18:32:20 GMT

HI @Joe-N

I have escalated your case. Support will be reaching out to you as soon as possible. Your escalations number is: 41967506