topic Re: arlo e911 is not recognizing my address in Arlo Smart

arlo e911 is not recognizing my address

younique — Fri, 01 Feb 2019 17:08:16 GMT

I just subscribed to the e911 plan and when I add my address to the require field for location it states it's invalid.... Who can I contact to add my address information? Thank you

e911 Invalid Address Error

h3lladvocate — Mon, 04 Feb 2019 08:10:55 GMT

I keep getting "Invalid Address" everytime I enter my address (which is a correct/valid address). I would really like this fixed so I can use the features I pay for 😞

Re: arlo e911 is not recognizing my address

DreRSaint — Mon, 04 Feb 2019 11:25:06 GMT

I am also getting the same error:

"You entered and invalid address, please enter a valid street, city, postalcode and state."

Not sure what to do..

Re: arlo e911 is not recognizing my address

jguerdat — Mon, 04 Feb 2019 17:42:48 GMT

Are these relatively new addresses? There's apparently issues that can arise when a new development comes online and the database Arlo uses hasn't been updated.

Re: arlo e911 is not recognizing my address

DreRSaint — Mon, 04 Feb 2019 17:53:35 GMT

My Home was built in 2015 and I haven't had any issues with any other service. My mobile phone provider, etc all recognize it.

Re: arlo e911 is not recognizing my address

younique — Mon, 04 Feb 2019 18:26:29 GMT

I have contacted support via phone and it's still not operating. I'm going to cancel my plan and the end of the month. It would be great if the feature actually worked...

Re: arlo e911 is not recognizing my address

JessicaP — Tue, 05 Feb 2019 00:05:29 GMT

Hi @younique, @DreRSaint, @h3lladvocate,

Let me gather more information from you guys regarding with e911 not recognizing your address. I'll reach out to you all via private message. Hope to hear from you guys soon!

Re: arlo e911 is not recognizing my address

DreRSaint — Thu, 07 Feb 2019 01:55:29 GMT

My issue was fixed. Thanks Jessica for your assistance.

Re: arlo e911 is not recognizing my address

dfuerpo — Fri, 08 Feb 2019 15:04:36 GMT

I have a variation of this problem. In the iOS app (both iphone and ipad versions) the e911 interprets the input address incorrectly. Even though I put in the correct street address and zip code it first asks if it is correct (and displays the city and zip correctly) and then goes back to the previous screen where it displays a different city and zip. The incorrectly displayed city and zip are in a completely different part of the state, about 250 miles away. Interestingly, the address is displayed correctly on the arlo web app. This makes me nervous about using the e911 feature since the notification may go to the wrong 911 location.

Re: arlo e911 is not recognizing my address

JessicaP — Fri, 08 Feb 2019 19:04:58 GMT

Hey @dfuerpo,

Did you install to the newest Arlo iOS app version, which is 2.7.2? If you haven't, try that and see if that resolves the problem. If it doesn't, let me know.

Re: arlo e911 is not recognizing my address

dfuerpo — Fri, 08 Feb 2019 20:16:16 GMT

I just updated the app today but it says it is version 2.7.1 (released Jan. 17, 2019).

Re: arlo e911 is not recognizing my address

JessicaP — Fri, 08 Feb 2019 20:59:07 GMT

Make sure that you refresh the App Store to see the latest version. You can read here about the release details on version 2.7.2: Arlo iOS Mobile App version - 2.7.2 - 08 February 2019

Re: arlo e911 is not recognizing my address

dfuerpo — Fri, 08 Feb 2019 22:09:29 GMT

OK, got it, but it still displays the wrong city and zip.

Re: arlo e911 is not recognizing my address

JessicaP — Fri, 08 Feb 2019 22:31:30 GMT

Is it showing the wrong city and zip code on both your iPhone and iPad? Try to reinstall the app and check again. Otherwise, let me know if the issue still occurs.

Re: arlo e911 is not recognizing my address

dfuerpo — Sat, 09 Feb 2019 14:23:57 GMT

Yes, it shows the wrong city and zip code on both the iPhone and iPad. I have deleted and reinstalled the app on both with the same problem.

Re: arlo e911 is not recognizing my address

JessicaP — Mon, 11 Feb 2019 16:17:28 GMT

Let me reach out to you via private message to gather more information from you.

Re: arlo e911 is not recognizing my address

slsjr — Sat, 16 Feb 2019 20:19:46 GMT

Same exact situation for me. It will display correct address before saving but then goes back to a different address.

Re: arlo e911 is not recognizing my address

JessicaP — Wed, 20 Feb 2019 17:29:06 GMT

Hi @slsjr,

Is this happening when you correct the address through the web browser on your computer or on the Arlo app?

Re: arlo e911 is not recognizing my address

slsjr — Wed, 20 Feb 2019 18:33:08 GMT

In the app.

Re: arlo e911 is not recognizing my address

JessicaP — Wed, 20 Feb 2019 21:52:04 GMT

Try to edit the address through your web browser on your computer and see if that helps.