topic Re: RESOLVED: MODES Tab Unavailable on Android in Arlo Stories

RESOLVED: MODES Tab Unavailable on Android

AngeloM — Fri, 11 May 2018 04:14:57 GMT

Hello Arlo Customers,

We are aware of a reported issue for some customers where the MODE tab is not available in the Arlo Android App. We are actively investigating this issue and working to resolve it.

We apologize for the inconvenience,

Arlo Team

______

Update 1:

Hello Arlo Customer,

Thank you for your patience. We have identified the issue with MODES that is affecting some of our Android customers. We are in the process of validating the fix and expect to have it verified and deployed shortly. Please stay tuned…

Arlo Team

Update - *Resolved*:

Hello Arlo Customers,

We have deployed a fix. The ability to access the modes tab has been fully restored for all Android Customers. Please let us know if you are still experiencing this issue.

Again, we apologize for any inconvenience this caused.

Arlo Team

Update #2:

After working with some of you directly, we have identified an unexpected exception where some Android customers are still experiencing an issue with the Modes tab appearing in the app. We are validating another fix and would like to ask you to confirm if the issue is now resolved for you? You may need to force quit the app and log back in.

We appreciate your continued patience and look forward to hearing more feedback.

Arlo Team

Re: MODES Tab Unavailable on Android

mmicsky — Wed, 09 May 2018 20:48:04 GMT

Previous version worked. Why not roll back the version until the app is fixed.

Re: MODES Tab Unavailable on Android

WowBabyx4 — Wed, 09 May 2018 20:51:03 GMT

Will this be resolved in the very near future?

Re: MODES Tab Unavailable on Android

maddidaddi — Wed, 09 May 2018 20:52:20 GMT

THEY ARE ALIVE!!!!

JUST GOT A MESSAGE 3 DAYS INTO THE PROBLEM. THEY KNOW WE EXIST.

Re: MODES Tab Unavailable on Android

star_boy_oz — Wed, 09 May 2018 21:12:34 GMT

Why not roll back to the previous functioning version while we're stuck waiting for a resolution? Why not post in the thread with 150+ comments where you know affected customers see it? This issue has been handled so terribly.

Re: MODES Tab Unavailable on Android

Mjb6 — Wed, 09 May 2018 21:22:05 GMT

Why not email all customers? You'd ensure full notification to anyone potentially affected.

Re: MODES Tab Unavailable on Android

enjoychewy — Wed, 09 May 2018 21:49:40 GMT

@AngeloM It's not just an inconvenience, it's a gounds for refund of the system under Australian Consumer Law - not performing as advertised. Nevermind that, I want to know if your team are also aware that since issues started back in late Feb, early March with updates, there have been many bugs introduced into the app platform? Namely, geofencing still is horridly unreliable when the October 3rd update worked just fine. I thought updates were meant to make the platform more secure, reliable and iron out bugs. Not make them worse.

I have already vowed to never recommend or purchase a Netgear or Arlo product (yes, I'm aware Arlo may be spun off as a seperate company). In the years I have been maintaining my own networking gear I have a graveyard with ONLY failed Netgear products. I've owned Billion, TPLink, DLink, Edimax products, to name a few. NONE of them have failed and were only replaced as they went obsolete. The only things I've had to replace due to failure have been Netgear products. Yup, 2 routers and now Arlo. Never repeating this mistake again. Never.

Re: MODES Tab Unavailable on Android

shoustonnz — Wed, 09 May 2018 22:34:20 GMT

Can you at least allow us to change modes on Andriod, using chrome. Keeps redirecting to download app. I don't carry a laptop!!!

Re: MODES Tab Unavailable on Android

star_boy_oz — Wed, 09 May 2018 22:40:01 GMT

shoustonnz, you can request the desktop site from the webpage by clicking the options button in the top right corner. This allows you to bypass the Play Store redirection (to a broken app, no less!).

From there you can see the regular desktop page, but you may get a Flash warning in Chrome that covers the buttons. Zoom in as far as you can and you can manage to click the Mode button. (Such an idiotic stare of affairs to have to do this.)

These are things that Arlo support would be telling you if they actually cared to support their community.

Re: MODES Tab Unavailable on Android

shoustonnz — Wed, 09 May 2018 22:47:58 GMT

Sorry, you are correct. But I had to tell it to use desktop site before I logged in.

I logged in last time,

then requsted Desktop site.

Thanks

@star_boy_oz wrote:

shoustonnz, you can request the desktop site from the webpage by clicking the options button in the top right corner. This allows you to bypass the Play Store redirection (to a broken app, no less!).

From there you can see the regular desktop page, but you may get a Flash warning in Chrome that covers the buttons. Zoom in as far as you can and you can manage to click the Mode button. (Such an idiotic stare of affairs to have to do this.)

These are things that Arlo support would be telling you if they actually cared to support their community.

Re: MODES Tab Unavailable on Android

ChristineT — Thu, 10 May 2018 04:45:24 GMT

Hello Arlo Customer,

We have deployed a fix. The ability to access the modes tab has been fully restored for all Android Customers. Please let us know if you are still experiencing this issue.

Again, we apologize for any inconvenience this caused.

Arlo Team

Re: MODES Tab Unavailable on Android

Bangcoletto — Thu, 10 May 2018 07:09:31 GMT

Ofcourse it does not work!!!

@ChristineT wrote:

Hello Arlo Customer,

We have deployed a fix. The ability to access the modes tab has been fully restored for all Android Customers. Please let us know if you are still experiencing this issue.

Again, we apologize for any inconvenience this caused.

Arlo Team

Re: MODES Tab Unavailable on Android

Kburr — Thu, 10 May 2018 07:46:14 GMT

I see that the fix has now been issued but can I ask how? I have no update available via Google play and the app still has no mode tab available?
Please advise how this is fixed and when it is likely to hit your customers?

Re: MODES Tab Unavailable on Android

star_boy_oz — Thu, 10 May 2018 10:07:59 GMT

@Kburr - I had to uninstall and reinstall/re-login to get the fix, but some users are reporting that this doesn't work for them and they still can't see the Mode tab.

Re: MODES Tab Unavailable on Android

sjunwood — Thu, 10 May 2018 12:41:39 GMT

I still do not have the Mode Tab

Re: MODES Tab Unavailable on Android

sjunwood — Thu, 10 May 2018 12:47:02 GMT

I deleted App then reinstalled, it seems to be working now.

Re: MODES Tab Unavailable on Android

Jmandm — Thu, 10 May 2018 13:17:52 GMT

Well you gave us the Mode tab back. Now geofencing is gone?? I mean, yeah it was buggy, but at least I knew how to work around it, now I can't even use it. Get your stuff together Arlo!! This is unacceptable. Your product is not suppose to have us the consumers wonder if it is doing its job, protecting our homes.

Re: MODES Tab Unavailable on Android

milue — Thu, 10 May 2018 17:22:43 GMT

Hallo, und wie sieht die bereitgestellte Lösung aus?

Re: MODES Tab Unavailable on Android

milue — Thu, 10 May 2018 18:07:27 GMT

Wie sieht diese Lösung aus?

Re: MODES Tab Unavailable on Android

paulmike3 — Thu, 10 May 2018 19:28:04 GMT

Not fixed for me still. Completely uninstalled and reinstalled - nothing.

Users have been reporting that they're not fixed ever since Arlo announced they did something, patted themselves on the back, begged for kudos, and resolved all of the threads.

Now they're back to ignoring their customers on these forums and on social media.

Truly unbelievably terrible customer support, Arlo.