topic Re: INTERNAL ERROR AFTER LAST UPDATE in Arlo

INTERNAL ERROR AFTER LAST UPDATE

Arkay — Sat, 15 Oct 2016 14:40:59 GMT

Has anyone got a solution to the failure on Android devices since the last update (11th October 2016). I note that several reviews (12 since yesterday) are now giving Arlo a negative (1* or 2*) as the owners' systems have stopped working since the update.

Mine appears to be the same story - whilst I can see everything with PC, with my Android tablet which I use when mobile, it just says "Internal Error" with no error message numbers whenever I tap the LIVE camera button. Yes - the system was working fine before the update and I cannot visit the base as it is 180 miles away with my elderly mother.

Firmware 1.2.7730 Base V 2.2.0_14738

As I say, I am clearly not alone but Netgear yet to respond. I have done all the obvious things like uninstalling, rebooting, reinstalling but to no effect. HELP PLEASE!

INTERNAL ERROR AFTER LAST UPDATE

2349 — Mon, 17 Oct 2016 22:09:44 GMT

Recently, yesterday, I updated my Arlo app on my android tablet. Ever since doing that, I get an internal error message on the camera when clipping the live button. I tried uinstalling the app and reinstalling. No different. Any suggestions out there in Arlo land?

Thanks,

Rich

Re: INTERNAL ERROR AFTER LAST UPDATE

Arloman1 — Sat, 15 Oct 2016 16:18:03 GMT

Having the exact same issue as user ARKAY above. This just happened after updating to latrest version on my Adnroid tablet. Before the last update, all cameras were working and conecting consistently. Now, I am unable to connect without getting "Internal Error" from my tablet. I can connect via browser, but that defeats the mobile solution. I tried un-installing and re-installing app, but still same issue.

Very frustrating Netgear. What is the solution to your pushed CLOUD update?

Re: INTERNAL ERROR AFTER LAST UPDATE

TomMac — Mon, 17 Oct 2016 22:10:12 GMT

What device and OS version?

Try going into the apps settings and force a stop then clearing the cache/data just in case... then deleted and re-install.

Had no problem with my older LG android on 4.4.2

Re: INTERNAL ERROR AFTER LAST UPDATE

Tasmedic — Sun, 16 Oct 2016 04:29:32 GMT

Same here. Can't get any video via android. Internal error.

Someone please post a solution.

Re: INTERNAL ERROR AFTER LAST UPDATE

Mhubbard — Sun, 16 Oct 2016 11:30:13 GMT

Glad I'm not the only one either! Since update my Android tablet will only show internal error and nothing live - yet my android Sony mobile will go live ?! Frustrating as a way of seeing my granddaughter

Please help us Arlo

Re: INTERNAL ERROR AFTER LAST UPDATE

Arkay — Mon, 17 Oct 2016 10:35:56 GMT

Just to update you. Netgear have not yet found a solution (I am starting to thgink they don't believe there is a problem). I have noticed that more people are putting 1* or 2* on reviews of ARLO / NETGEAR products because of this issue with Android devices which is a shame because it will ruin their reputation.

Once agin, it was all working fine until the most recent pushed update - now the cameras do not work. "Internal error" is all it says.

Any ideas - anyone? Anyone?

Re: INTERNAL ERROR AFTER LAST UPDATE

JamesC — Mon, 17 Oct 2016 17:33:56 GMT

To those users affected in this thread, what model android device/OS version are you running? The Arlo mobile app requires at least Android 4.1 or higher to run the app.

Consider uninstalling the app from your device and download and install a fresh version from the Android market. Are you still seeing this behavior?

If you are still experiencing this issue, what model android device/OS version are you running? The Arlo mobile app requires at least Android 4.1 or higher to run the app.

JamesC

Re: INTERNAL ERROR AFTER LAST UPDATE

Arkay — Mon, 17 Oct 2016 20:33:29 GMT

Forgive me for laughing but perhaps you have to ask me to do very basic things.

I am running Android 5.1 and would remind you that it was all working fine for all users until the recent update on October 11th when my cameras, and machines belonging to may others, failed.

I have of course uninstalled the app - cleared any cache and even fully rebooted my device before reinstalling the ARLO app - with no effective result. It still does not work on Android with the latest update. If only there was a way to roll back to the previous version?

In summary, the problem is with the latest update but at this point, even Netgear have emailed me to say several people have reported the same problem and "they are working on it". Whatever that means. meanwhile their reputation is falling.

Watch this space!

Re: INTERNAL ERROR AFTER LAST UPDATE

Arloman1 — Mon, 17 Oct 2016 21:45:26 GMT

Ok. Tried the uninstall and re-install. Still no success. RRunning Android 4.4.2, which meets your 4.1 requirement.

As ARKAY user mentions above, all worked perfectly fine on Weds. Then, update came down to me on Thursday and from that point foward, "Internal Error" is all I get when trying to view the cameras live.

This is fristrating for users and now, I am questioning Netgear as a company as they are not taking responsibility for THEIR update.

So, to save face, when do you plan to test this on Android so you can see, it really is an issue?

One very frustrated customer!

Re: INTERNAL ERROR AFTER LAST UPDATE

JamesC — Mon, 17 Oct 2016 22:03:38 GMT

I apologize for the frustration. I have tested this and I am not able to replicate the error being described. If possible, could anyone experiencing this issue attach a screenshot of the error?

Other useful information that would help us identify the issue:

-Does the error occur on both WiFi and 4g (mobile data)?

-Is the error intermittent or does this occur every time you attempt to live stream?

-Device model/Android OS version

-On what Arlo devices are you seeing this behavior? (Arlo Wire-Free, Arlo Q, Arlo Q Plus)

I have escalated this topic for further investigation.

JamesC

Re: INTERNAL ERROR AFTER LAST UPDATE

Arkay — Mon, 17 Oct 2016 22:38:54 GMT

OK thanks for your intervention and for escalating this issue. Exuse my frustration but I thought I had answered most of the questions you asked previously.

However....

I am running three H7 cameras on Firmware 1.2.7730. Hardware of the base running v 2.2.0_14738. I only have Wifi access so don't know if it is a problem on 4G as well - but definitely Wifi. It is fine with PC browsers and only fails with Android. I am running Android 5.1 (Lollipop) on a Hudl2 tablet which is well within specs needed to run Arlo. In any case, it was all working fine until the pushed update on 10th October so clearly the update and not any equipment is at fault. It is not an intermittent fault as it happens all the time now - and yes - I have tried clearing cache, uninstalling, rebooting and reinstalling with no success.

I attach screen shot as requested but it does not tell you more than the narrative. If you click "LIVE" on the camera it just shows "INTERNAL ERROR".That's it.

Netgear seem to be aware of the problem as they have told me many people are complaining about the same problem and you only have to read reveiws and blogs to confirm this, BUT they have not found a solution yet. I can only suggest they roll back to the previous installation but they seem unwilling to do so. Not good custmer service. Meanwhile, our Android devices are useless and I cannot check on my elderly mother who lives 180 miles away. Grrrrr!

Best wishes

Re: INTERNAL ERROR AFTER LAST UPDATE

Tasmedic — Tue, 18 Oct 2016 00:15:29 GMT

I have uninstalled arlo, cleared cache, rebooted, reinstalled arlo app, and still "internal error" when I click on the thumbnail.

Arlo Wire Free

System: Dell Venue 8 7840

Android 5.1

All worked well until the Arlo firmware update which I installed on 16th October.

My screenshot would be exactly as someone else has posted above. Click on the play button and "internal error" appears.

Interestingly, I have no problems at all with my android phone or PC, just the tablet. I wonder if the update might have raised compatibility issues with certain Android tablets.

Come on, Netgear, pick up one of our tablets and work out what is going on!

Chris

Re: INTERNAL ERROR AFTER LAST UPDATE

Arloman1 — Tue, 18 Oct 2016 01:30:36 GMT

Running Arlo app on my Samsung Galaxy Tab 3 with Android 4.4.2 tablet. This is not intermittent as it happens everytime I try to live stream the Arlo Wire Free cams "Internal Error". Using a wifi connection, not 4g.

Re: INTERNAL ERROR AFTER LAST UPDATE

Arloman1 — Tue, 18 Oct 2016 14:22:41 GMT

The "Internal Error" is not specific to Arlo Wire Free cameras as I have 4 Arlo Wire Free cameras and 2 Arlo Q cameras and ALL give the same error when trying to view Live. All cameras are running on Wifi and not 4G.

Running:

- Samsung Galaxy Tab 3

- Model Number = GT-P5210

- Android version 4.4.2

- Kernal Version = 3.4.34-2435918 (dpi@SWDD5910#1) - Tue Nov 4 17:00:11 KST 2014

- Build Number = KOT49H.P5210UE0CNK1

Wire Free cams details:

- Hardware = H7

- Firmware = 1.2.7730

Arlo Q cams details:

- Hardware = 6

- Firmware = 1.8.0_5551

Arlo app details:

- Version = 2.2.0_14738

- Released = 10/10/16

As many users have mentioned, this all worked fine before your latest update. Why not listen to your users and roll-back that update, then you can test it further before sending out to all?

Re: INTERNAL ERROR AFTER LAST UPDATE

JamesC — Tue, 18 Oct 2016 15:03:48 GMT

Thank you all for the information. The Arlo team is working on replicating this issue so we can identify the root cause. We will post an update as soon as we have additional information.

JamesC

Re: INTERNAL ERROR AFTER LAST UPDATE

Arkay — Wed, 19 Oct 2016 15:32:49 GMT

OK - so the thing is this. Netgear's reputation is being severely damaged by this issue, and yet, despite numerous references and poor reviews in social media and in your own online blogs, Netgear have been unable to fix the problem. It is shameful that such a large technology company cannot sort this out.

As you can read for yourselevs, since the update on October 11th, most Android devices (phones and tablets) no longer work. Given the time that has elapsed I can only ask you to roll back to the previous version IMMEDIATELY (i.e. TODAY) so that people can use their devices; and then sandbox the recent updatee and find out why it stops Android devices working BEFORE re-release. It is the onlyw ay to restore your reputation.

Please roll back this app now as it is unfair on your customers to have a device that was working until the recent update.

Thank you.

Re: INTERNAL ERROR AFTER LAST UPDATE

JamesC — Wed, 19 Oct 2016 19:32:22 GMT

Arkay,

This issue has been escalated and is high priority. The Arlo team is working hard to identify the root cause and provide a resolution as soon as possible. I will post another update when I have more information.

JamesC

Re: INTERNAL ERROR AFTER LAST UPDATE

JamesC — Thu, 20 Oct 2016 19:38:09 GMT

A new version of the Arlo Android app is available that should resolve this issue. For those affected, please install the update and let me know if the issue is resolved.

Thank you,

JamesC

Re: INTERNAL ERROR AFTER LAST UPDATE

Arkay — Fri, 21 Oct 2016 10:31:55 GMT

Dear James

Yes - the issue is now fixed and I can now see my elderly mother again.

I would still remark my disappointment that a major technology company like Netgear should release an update that causes one of the only 3 major platforms (PC; iOS; Android) to stop working. Surely any update should be sandboxed and tested on all platforms before release?

I alos note that the failure was reported within one day of issue (10th October) but it took 10 days to fix which I believe is quite unreasonable.

Thank you for feeding this back for us.