topic Re: Software not working in Arlo

Software not working

jzakutney — Tue, 16 Sep 2025 16:16:37 GMT

Customer Complaint – Software Version 6.4.0 (10078), Released August 29, 2025

I recently spent over $1,000 on new Arlo cameras and accessories during Amazon Prime Day, bringing my total camera portfolio to over 15+ cameras. I've been a customer for over 5 years. On September 5, when I began installing the new cameras, I discovered that the Arlo app no longer allows me to automate daily routines—a core feature that influenced my purchase decision.

I opened a support ticket on September 7, 2025. For more than seven days, I have been told the issue is “escalated to engineering,” but no resolution, timeframe, or meaningful communication has been provided. Support has admitted this is a global issue, yet the official status portal (https://status.arlo.com) misleadingly reports all systems as green. Clearly, the portal fails to reflect critical functionality like automation, which is central to the user experience.

As a paying customer who just invested significantly in your ecosystem, I find this unacceptable. At a minimum, I expect:

Transparent and accurate reporting of system outages and feature failures.
A clear timeline and commitment for when automation will be restored.
Regular status updates until the issue is resolved.

Right now, Arlo’s lack of communication and accountability leaves customers in the dark while critical features remain broken. This is not the level of reliability or service I expected when investing in your products. Again, I'm a long-time customer who is not being listened to. First and second-level support appear to be completely disconnected from level 3 support, with no way to escalate. Is anyone else in the community experiencing what I'm going through, or is this incident isolated to me?

Re: Software not working

BrookeN — Tue, 16 Sep 2025 18:24:53 GMT

Hello,

Automations do currently work. You can see the way to set those up here:
https://kb.arlo.com/000062777/About-Arlo-Routines-Modes-Rules-and-Automations

Unless you are referring to the custom modes. Which those are not yet available in the new app experience. However, they are in the works to be implemented in the near future. I do apologize for not having an exact date.

If you are referring to something different then what I have outlined, can you please provide details so that I can assist you further.

Re: Software not working

jzakutney — Wed, 17 Sep 2025 23:20:09 GMT

Sorry, scheduled automation are not working. I cannot schedule the mode to switch to arm home at sunset everyday.

Re: Software not working

jzakutney — Wed, 17 Sep 2025 23:23:20 GMT

See ticket….Support Request: #45065626

IN PROGRESS 06:53 PM on 09/07/2025

AHX1567JD0312_Detections_Motion

Based on our recent conversation regarding [automations], below are the related kb articles that would resolve your query and might help for future references.

Re: Software not working

StephenB — Thu, 18 Sep 2025 14:42:39 GMT

@jzakutney wrote:

Sorry, scheduled automation are not working. I cannot schedule the mode to switch to arm home at sunset everyday.

Can you post screenshots of your automations?

Usually the problem is that the enable list at the top isn't set correctly.

Re: Software not working

jzakutney — Thu, 18 Sep 2025 15:25:03 GMT

last screen is what happens when I hit save.

Re: Software not working

BrookeN — Thu, 18 Sep 2025 15:32:07 GMT

Have you uninstalled and reinstalled the app?

Re: Software not working

jzakutney — Fri, 19 Sep 2025 00:44:47 GMT

Yes multiple times

Re: Software not working

BrookeN — Fri, 19 Sep 2025 14:46:54 GMT

Can you please provide me what app version you are using. As well as if you are using an android or iphone?

Re: Software not working

jzakutney — Sat, 20 Sep 2025 12:16:21 GMT

6.4.2 (10124)