topic Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans in Arlo

Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

ArcticMonkey — Tue, 27 Sep 2016 21:29:53 GMT

This is the message I am getting after syncing a new camera, upping the total in my house to 2.

We see you've synced a new camera.

Your service plan supports 5 cameras.

UPGRADE PLAN >

and start viewing your new camera right away.

I have reset, unplugged, and resynced and still get the same message. Any ideas?

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

mellas — Sat, 26 Dec 2015 17:50:11 GMT

I'm getting the same problem, having added a camera to a system that had 3 cameras previously (4 total now). Anyone know what's going on?

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

Cnorman — Sat, 26 Dec 2015 17:54:02 GMT

Same problem here!

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

davidcox — Sat, 26 Dec 2015 18:20:47 GMT

Same problem here. Arlo is a total bag of hurt.

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

jmtucker27 — Sat, 26 Dec 2015 18:21:57 GMT

Same thing here. I deactivated the base station,thinking I could reactivate it and ev anerything would work they way it should. I only have 4 cameras. In settings, it shows 5 cameras and no base station supported. There is no way to reactivate the base station. I have done a factory reset to no avail. The base station is online and communicating with Arlonetgear servers because the green lights are lit and solid green on the BS. When I log in, I get a message describing how to sync cameras. No access to camera settings, or mode. Would sure love for this to get resolve since I have no security system at the moment.

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

getmuchfiner — Sat, 26 Dec 2015 18:48:55 GMT

I have the same problem... getting frustrated... we had 4 added a 5th and can't get it to work it wants us to upgrade!

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

nyemay313 — Sat, 26 Dec 2015 20:08:11 GMT

I am having the same issue, added a 3rd camera and it was sync to the base station but my camera screen is blocked with the same message, I do not need to upgrade only have 3 cameras on a five camera system.

ArcticMonkey wrote:
This is the message I am getting after syncing a new camera, upping the total in my house to 2.

We see you've synced a new camera.
Your service plan supports 5 cameras.
UPGRADE PLAN >
and start viewing your new camera right away.

I have reset, unplugged, and resynced and still get the same message. Any ideas?

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

fdewy — Sat, 26 Dec 2015 20:22:52 GMT

Having the same issue. On the phone waiting for support. Will post here with what they tell me.

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

nyemay313 — Sat, 26 Dec 2015 20:48:40 GMT

I have been on the phone on hold for over 35 minutes, if I hear anything I will let everyone know. Also read on another thread that their engineers are aware of the issue.

fdewy wrote:
Having the same issue. On the phone waiting for support. Will post here with what they tell me.

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

nyemay313 — Sat, 26 Dec 2015 21:00:25 GMT

Just got off the phone with support team, they are having software issue and the engineering resolution team is looking into the issue.

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

davidcox — Sat, 26 Dec 2015 21:08:08 GMT

Judging from the other posts on this community site, I think we all probably should get used to this sort of thing. Looks like they took a team that was used to building web-UI's for off-brand routers and let them try their hand at a mobile app and associated backend infrastructure. If they don't have systems in place to avoid pushing bugs like this into production, I also wouldn't expect much in the way of security, so watch where you point 'em.

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

jmtucker27 — Sat, 26 Dec 2015 21:55:59 GMT

Now, I have even more problems. i followed the instructions to re-install the system. I now have three base staions showing, and none of them will connect to the interne. I only have four cameras and one base station. I hope this issue is resolved soon. Up until now, the system has worked very well. But since last night and today, I am without a security system.

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

Cnorman — Sat, 26 Dec 2015 21:57:34 GMT

support says it is an engineering issue they are working on mine is doing same thing could not give me a time frame as to when it would be repaired

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

Cnorman — Sat, 26 Dec 2015 21:59:54 GMT

Support says engineering issue working on repairing mine doing same thing

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

bfrazar — Sat, 26 Dec 2015 22:13:33 GMT

i also just added/synced a new camera and the web app shows the same as in the original post in this thread. On the "Cameras" tab in the Android phone app, neither my original camera nor the new one is listed, only the line "See another camera here" and the link to purchase new cameras. If I go to the "Mode" tab, it shows the base station ID and "Getting status..." but never does anything else.

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

DanielT — Sun, 27 Dec 2015 02:24:35 GMT

Hi All… Our Engineering team is in the process of deploying a fix for this issue. We expect the problem to be resolved within the next 12 hours and we sincerely apologize for the inconvenience. We will provide an update to this forum thread once resolved and again apologize for the inconvenience.

NETGEAR Support Team

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

AlexNav — Sun, 27 Dec 2015 05:14:28 GMT

Same issue... So frustrating. My all cameras are offline now. Please post if you have a solution

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

jmtucker27 — Sun, 27 Dec 2015 06:53:45 GMT

Received an email a couple of hours ago. Engineers anticipate having the software issue resolved within the next 12 hours. Hope this helps.

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

DanielT — Sun, 27 Dec 2015 14:48:22 GMT

Issue has been resolved. Please let us know if you continue to have any problems.

Re: Added camera (now have 2) and app on iPhone and Mac says that I need to Upgrade Plans

billstokes — Sun, 27 Dec 2015 22:59:33 GMT

Netgear seems to care less about fixing these problems. I recommend everyone to take them back and get a refund. If the store refuse then the next recourse is small claims. This system shouldn't have been place on the market with all these flaws.