topic Re: New Arlo App problem in Arlo Ultra

New iOS Arlo app mode stuck on “getting information”

Mjbeuke — Thu, 05 Sep 2019 17:14:16 GMT

Is anyone else having an issue with the new iOS app released yesterday where every time you go into the “Mode” tab all hubs just get stuck on “getting information”??

The only way I’ve found to fix it is to uninstall and reinstall the app from the App Store - which is annoying as you have to go through all the default prompts and app authorizations every time you do it. That only fixes the issue for one or two logins before it’s stuck on the same issue again.

I’m using an iPhone XS Max on iOS 12.4.1 and the new Arlo app v 2.8 (not the old legacy app)

Re: New iOS Arlo app mode stuck on “getting information”

JamesC — Thu, 05 Sep 2019 17:53:59 GMT

Mjbeuke,

Did you uninstall the legacy app or do you still have both installed? If you still have the legacy app installed, try uninstalling it, then close and reopen the new app to see if you still experience the same issue.

JamesC

Re: New iOS Arlo app mode stuck on “getting information”

n1976jmk — Thu, 05 Sep 2019 18:35:00 GMT

MJBeauke and JamesC, I’ve had the new Arlo app installed on my iPhone running iOS 12.4.1 since yesterday evening with the legacy app deleted.

I have noticed a few times the ‘getting information’ mode as well.

The way I’ve been able to fix it by force closing the app x2 to 3x in a row.

It was not doing the ‘getting information’ thing when I had the old Arlo app.

Re: New iOS Arlo app mode stuck on “getting information”

Mjbeuke — Thu, 05 Sep 2019 23:09:55 GMT

Hi @JamesC - I have uninstalled the legacy app, and have uninstalled and reinstalled the new app probably 10 times today - as it seems to be the only resolution.

Unlike the other guy posting here force closing the app and reopening it does not allow me to move past the “getting information”.

I do notice that disconnecting from my WiFi and going on cellular resolves it - and as soon as I get back on WiFi it does it again.

I have no changed any router settings or had any issues with the other 40 wireless devices in my home. I did reboot the router and cable modem for good measure - but it’s still happening.

Re: New iOS Arlo app mode stuck on “getting information”

MORGiON666 — Fri, 06 Sep 2019 20:21:35 GMT

Having the same issue on iOS 13

Re: New iOS Arlo app mode stuck on “getting information”

n1976jmk — Fri, 06 Sep 2019 20:27:17 GMT

I have the issue also on my iOS 12 iPhone occasionally

Re: New iOS Arlo app mode stuck on “getting information”

Stahl101 — Mon, 09 Sep 2019 05:26:41 GMT

My Arlo pro 2 is having the same ussiue “getting information” if I change from WiFi to cellular I can get it to work, sometimes.

i deleted both apps and started from scratch, without luck.

Re: New iOS Arlo app mode stuck on “getting information”

brh — Mon, 09 Sep 2019 07:19:26 GMT

@JamesC,

Deleting the Legacy app does not solve the problem. The only way to arm/disarm ones system is to use the Legacy app.

Brian

Re: New iOS Arlo app mode stuck on “getting information”

JamesC — Mon, 09 Sep 2019 20:34:57 GMT

The development team is investigating reports of this issue. I will provide an update as soon as I know more.

JamesC

New Arlo App problem

Hamfists — Mon, 09 Sep 2019 22:27:45 GMT

I have downloaded the new app, set up my password and I can see all the cameras as before but when I go to arm my system with modes it hangs on ‘getting information’ for ages. Sometimes it won’t load the page at all. I’ve had to re install legacy alongside the new App to use to arm and disarm the system. Is anyone else having this problem or have a fix. Arlo can you not discontinue the Arlo Legacy until the new app works properly please?

Re: New Arlo App problem

jguerdat — Tue, 10 Sep 2019 13:08:09 GMT

I've found that having both apps loaded can cause problems. I would uninstall both apps, reboot the phone and reinstall the new one.

Re: New iOS Arlo app mode stuck on “getting information”

Mjbeuke — Tue, 10 Sep 2019 13:45:53 GMT

Thanks @JamesC

I’m not sure if it’s the new app or what but I’ve been have a few strange issues where I’ve seen my cameras detect motion but then there is no recording. I haven’t pulled the MicroSD out to see if it is being recorded to as well - and I haven’t seen this happen until recently when I got the new app. Not sure if it’s correlated but seems to be something new 😞

New iOS Arlo app mode stuck on “getting information”

Hamfists — Wed, 11 Sep 2019 18:33:29 GMT

Tried that..still not loading up the mode page..back to legacy for me. Anyone else got any ideas?

Arlo App ios 2.8 (909)| Not accessing Mode Functions

Joe_O — Thu, 12 Sep 2019 00:06:27 GMT

Using Arlo app 2.8(909) on a iphone 6S and iphone 10. Not able to access Mode functions consistantly. Seems to work 1 out of 10 times. No issues changing Mode from the web browser.

Re: New iOS Arlo app mode stuck on “getting information”

YellowRabbit — Thu, 12 Sep 2019 06:07:20 GMT

I have the same issue on iOS 12.4. I have tried all suggested fixes and none work. Un-installing and re-installing works for a few times as someone else suggested but that is a terrible workaround.

The only way to set the mode is to use the Legacy App to set the mode.

Arlo - please fix this ASAP!

Re: New iOS Arlo app mode stuck on “getting information”

MVM — Thu, 12 Sep 2019 20:22:23 GMT

Arlo pro. Same problem on all my devices. Have tried reinstalling. Resets. Etc. only legacy works.

Re: New iOS Arlo app mode stuck on “getting information”

TJay64 — Thu, 12 Sep 2019 21:29:06 GMT

I have experienced the same ongoing issue with the new app stuck on "getting information" in the "mode" option. Numerous shutdowns, reinstalls etc have not resolved the issue. In the end I have re-installed the Legacy app to manage the Mode functions (without fault). Hopefully this bug is fixed before the September 30 deadline.

Running on IOS, iPhone X and IPad Pro (same issue on both), the same problem being reported by so many people indicates it is definitely an App software bug that needs to be fixed before Sept 30.

Re: New iOS Arlo app mode stuck on “getting information”

Stahl101 — Fri, 13 Sep 2019 06:16:56 GMT

Hi All,

when i change from wifi to cellular and restart the app, I am able to change the mode. It’s not the solution but it might be usable at the moment.

i am using iPhone 7 with software version 12.4.1

Mode of My Devices not loading “Getting information”

alexcdiz — Fri, 13 Sep 2019 13:18:53 GMT

I’m not able to obtain status nor switch the Mode of my devices (I have an Arlo Pro 2 Base Station and Lights Bridge) from the new Arlo app; it keeps as “Getting Information” permanently.

New iOS Arlo app mode stuck on “getting information”

StephenB — Fri, 13 Sep 2019 20:32:29 GMT

It's probably worth removing and reinstalling the app (though no guarantees that will help).