topic Re: Major delay in Email alert in Arlo

Major delay in Email alert

Lillili — Sun, 30 Apr 2017 14:26:20 GMT

Lately, I receive the email alerts from arlo wireless 5-10 minutes to 4 hours after the actual recording happens. How can this get fixed?

Thanks!

Re: Major delay in Email alert

TomMac — Sun, 30 Apr 2017 16:19:14 GMT

There were some servers issues in the past day, maybe that was the cause.

Re: Major delay in Email alert

JamesC — Tue, 02 May 2017 17:11:16 GMT

Lillili,

I have tested this and was able to receive an email within just a few seconds of the recording arriving in the library. Are you still seeing this behavior?

JamesC

Re: Major delay in Email alert

Lillili — Tue, 02 May 2017 17:21:40 GMT

I see a 2 minute delay now. If the batteries are low, do you think the delay is due to that?

Re: Major delay in Email alert

jguerdat — Tue, 02 May 2017 17:26:22 GMT

I don't think so. The video has to be completely uploaded before the email is sent. I suppose low batteries could be an issue but overall network speed as well as server response times are more the issue. Some folks have posted the email headers which showed huge delays between the email being generated and the ISP email server receiving it. We don't know where the bottleneck was but something on the server side burped.

Re: Major delay in Email alert

Paul_FCCL — Tue, 02 May 2017 21:25:27 GMT

Today there was as much as 25 minutes delay for push and also email notifications. What is going on? Are they playing around with servers all over the world, where is my server today? Drove out of my garage, went around for about 20 minutes and as I parked somewhere I got notification and email that my car triggered the driveway camera.

Paul

Re: Major delay in Email alert

jguerdat — Wed, 03 May 2017 13:42:35 GMT

That's a question for Netgear and Amazon.

Re: Major delay in Email alert

JamesC — Wed, 03 May 2017 17:06:38 GMT

Paul_FCCL,

I have tested and did not see any delay with push/email notifications. Are you still seeing this delay?

JamesC

Re: Major delay in Email alert

Paul_FCCL — Thu, 04 May 2017 02:39:41 GMT

JamesC wrote:
Paul_FCCL,

I have tested and did not see any delay with push/email notifications. Are you still seeing this delay?

JamesC

James:

These things are difficult to test or replicate. They happen intermittently, from time to time and often only last for a short time. One can only notice it when it happens......but then it may not happen again for a long time.

I know there were some servers problems reported by many users over last couple of days, hopefully everything is now resolved.

Thanks.

Paul

Re: Major delay in Email alert

jguerdat — Thu, 04 May 2017 11:57:52 GMT

@JamesC, based on the email headers posted here, the issue is at the Amazon servers. Once the emails get to the users' email servers, things progress normally. Whether it's an Amazon server or network issue is unknown.

Re: Major delay in Email alert

MarcusAlbertus — Mon, 08 May 2017 16:05:49 GMT

Hi, have you figured out a solution to the email delays?

For the past four days I have received push notifications on my phone immediately, but I do not receive an email and the videos are not available to be viewed until hours after the event.

Thanks!

Re: Major delay in Email alert

jaysa — Mon, 08 May 2017 18:54:24 GMT

@MarcusAlbertus, I'm having the exact same problem.

Re: Major delay in Email alert

manfredz — Mon, 08 May 2017 19:37:07 GMT

just tested it with couple of my cams. Walked in front of cam. Phone notification and posting of vid in a minute or so but 14 min for the email notification

Re: Major delay in Email alert

JamesC — Thu, 11 May 2017 20:46:40 GMT

For those experiencing this issue, can you confirm if you're seeing the same problem (delayed video content arriving in the library) on both web client and mobile app?

Are you still experiencing delays?

JamesC

Re: Major delay in Email alert

Kashkin — Fri, 12 May 2017 12:25:29 GMT

I've been experiencing these same delays for the last week and a half.

1. The delay video content is occurring in both web and mobile apps.

2. Email notifications are arriving up to 6 hours late.

It's a bit frustrating for users to have to prove to you that there is a problem when a lot of people are obviously having this issue.

Can't Netgear compare the metadata creation time on the videos against the time the videos are posted/emails are sent ? You must have access to tons of logs to follow this up with.

Re: Major delay in Email alert

manfredz — Fri, 12 May 2017 12:43:05 GMT

if outside of the two (or possibly three) cloud outages, a whole lot of people were experiencing these delays, yes it should be easy to locate the proble.

But I, and, presumably, the majority of users, are not. This makes feedback from those having issues important so they can try to find something they have in common.

Re: Major delay in Email alert

Lillili — Fri, 12 May 2017 15:47:06 GMT

I am still experiencing the issue.......

Re: Major delay in Email alert

mountains2sea — Sat, 13 May 2017 13:57:51 GMT

I'm having the same problem, delayed emails. Sometimes 3-4 hours. Different cameras. Same base station. Started several days ago. had never happened before. Not every notification, but some.

Re: Major delay in Email alert

jguerdat — Sat, 13 May 2017 18:00:08 GMT

Open a case with support using the Contact Support link at the bottom here. More complaints raises the pressure.

Re: Major delay in Email alert

Fawkesfire — Sun, 14 May 2017 21:05:17 GMT

I've had my Arlo for 10 days now and email alerts have been good enough. Today I'm watching 'Live' and have seen the car leave the garage 3 times with no alerts at all. This totally defeats the reason I bought this system and I live 3 hrs away from the base station