topic Re: Arlo Library not working on iPad Pros. in Arlo

Arlo Library not working on iPad Pros.

Trickyt57 — Fri, 05 Jan 2018 20:30:04 GMT

Arlo App is not fully working since late December upgrade. For some weeks the Library function has stopped working on both the iPad Pros in our house. This concerns the Arlo App running under the latest version of iOS (11.2.1). All other Arlo functions work fine, including settings, devices and mode. I can view the live streams with no problem. However when I click on “Library”, it goes to the page, but no videos are visible and the App freezes. I have to close the App, and re-start it but still can’t click on “Library” without freezing the App.

This happens on different iPads Pros with different user accounts and different apps installed. It does not make any difference whether I am on the home network or external network. The problem is also the same on 3G or 4G telephone networks.

I have tried removing and re-installing the app on the iPad Pros I have tried shutting down and re-starting the App. I have tried switching and rebooting the home network. I have tried rebooting the Arlo base stations.

The Arlo App works just fine on an ordinary iPad (not pro), and on an iPhone. It’s only on the two iPad Pros that it stopped working.

I suspect this is a software bug in the Pro version. I am using using the Arlo App version 2.4.5 which is the latest version.

Anyone got any suggestions apart from the ones I tried above? (I suggest to read carefully what I tried already to avoid proposing those same things.)

Re: Arlo Library not working on iPad Pros.

JamesC — Mon, 08 Jan 2018 19:34:49 GMT

Trickyt57,

Like you mention, I was able to test this on a non-pro iPad (iPad 2) and did not experience any issues. I will provide your information to the QA team to see if they can replicate this with an iPad Pro. I will provide an update as soon as I have more information.

JamesC

Re: Arlo Library not working on iPad Pros.

Khiong — Tue, 09 Jan 2018 03:24:04 GMT

I am experiencing the same issue with an ipad pro. All other interfaces seem to work, including an IPhone running IOS 11

Re: Arlo Library not working on iPad Pros.

JamesC — Tue, 09 Jan 2018 18:24:04 GMT

Trickyt57, Khiong

I was able to test this using an iPad Pro running iOS version 11.2.1 (Sprint LTE and WiFi tested) and did not experience any freezing when accessing the library. It seems you've already exhausted most of the troubleshooting I would suggest. I will try and find out more on this topic and post an update as soon as I can.

JamesC

Re: Arlo Library not working on iPad Pros.

Sztuka — Fri, 19 Jan 2018 21:38:48 GMT

I’m have same problem.

my iphone 7+ works fine with all Arlo fratures but, on exactly the same network, my ipad pro ‘feezes’ on the videos page. Not good. It started a few weeks ago (running 11.2.1 i think) and i’ve now upgraded to 11.2.2 and it continues to freeze.

Its an ipad pro model number NL2K2B/A

Re: Arlo Library not working on iPad Pros.

Sztuka — Fri, 19 Jan 2018 21:42:45 GMT

My home wireless router is a netgear r6300 connected to a genexis fibre router.

Re: Arlo Library not working on iPad Pros.

Trickyt57 — Sun, 21 Jan 2018 12:10:16 GMT

Well nearly a month has passed since the problem of Arlo on an iPad Pro was first published. It turns out that the problem is intermittant - does not occur 100% of the time. I repeat the problem:

iPhones X2

iPad X1

iPad Pro X2

The Arlo App works perfectly on the iPhones and iPad, but on both the iPad Pros it freezes as soon as you click on “Library”. You can’t see any of the icons for recorded videos, nor can you click on devices or mode or settings. When it locks up, there is nothing you can do to get it working. Not restarting the App, not restarting the iPad Pro, not stopping all other Apps, not restarting the network.

Then a few days later, it will be working again. Then a few days later it stops.

All 5 devices are running on the same home Wifi network. I have tried everything I can to identify the issue which only occurs on the iPad Pros.

When it is working, I can’t replicate the problem. When it’s not working, I can’t solve the problem. Every other Arlo function works just fine until I click “Library”. I tried all obvoius combinations like changing devices, logging in and out of each, changing networks, switching devices, routers, restarting fresh, turning cameras or arlo routers off or on, all Apple devices off except one and so on. It seems a big mystery that I can watch a live stream with no problem, but not see the static library page. The bigger mystery is why the problem is intermittant, usually lasting for days or weeks, then suddenly working again.

Re: Arlo Library not working on iPad Pros.

Texasmorrell — Fri, 16 Feb 2018 01:49:56 GMT

I am having the same problem on my iPad Pro. No library and it freezes. I ampm getting tired of how unreliable my Arlo system has become.

Re: Arlo Library not working on iPad Pros.

PSchreck — Sat, 17 Mar 2018 15:35:45 GMT

I am also having the same problem.

Re: Arlo Library not working on iPad Pros.

lyle57 — Thu, 22 Mar 2018 14:09:39 GMT

IPAD Pro is doing the same thing. Works OK on Arlo APP until you go to library and then it freezes and have to close the APP. Our Apple 7 Plus and 6 Plus plus our non-IPAD Pro work fine with no issues.

Thanks,,

Lyle57

Re: Arlo Library not working on iPad Pros.

JamesC — Mon, 02 Apr 2018 18:00:43 GMT

There is a new version of the iOS Arlo Mobile app available in the app store. Please make sure your Arlo Mobile app is updated to the latest version and let us know if you continue to experience any issues.

Release Notes - iOS App 2.4.8 - 30th March 2018

JamesC

Re: Arlo Library not working on iPad Pros.

Workspace — Thu, 05 Apr 2018 18:44:19 GMT

Nope, the Arlo library still does not work in my iPad Pro. Have deleted the original app and downloaded new app from AppStore. Problem still the same as reported by other iPad Pro users. Is there going to be a fix?

Re: Arlo Library not working on iPad Pros.

pfos — Fri, 06 Apr 2018 01:11:54 GMT

All the same as this thread and it’s now 3 months old and we don’t see anything from NetGear. Same old story - Apple blames the app, app blames Apple!

Re: Arlo Library not working on iPad Pros.

lyle57 — Sat, 07 Apr 2018 02:02:22 GMT

Both of our IPAD Pros are not working again. Get it fixed!

Re: Arlo Library not working on iPad Pros.

Timzebra — Wed, 18 Apr 2018 00:26:42 GMT

I have the exact same issue with my IPad Pro and the Arlo app not locking up with trying to display the library of videos. I have found that I can individually check the library by camera and once I have done that I am able to change the filter to include more cameras or even all cameras.

Re: Arlo Library not working on iPad Pros.

MatyP — Sun, 22 Apr 2018 04:35:50 GMT

i have a new 2018 iPad Pro 12.9 with 11..3 and cannot see the library but everything else works well

Re: Arlo Library not working on iPad Pros.

jguerdat — Sun, 22 Apr 2018 13:43:53 GMT

What do you mean that you can't see the library? The tab isn't present or there's nothing in the library?

Re: Arlo Library not working on iPad Pros.

lyle57 — Sun, 22 Apr 2018 14:23:57 GMT

The Library tab is there but recordings are not there then the App freezes up. Then you have to restart the Arlo App. I have verified there are recordings since I have an Iphone and a 9.7 Ipad which the Library works with the recordings which you can view with no issues.

Re: Arlo Library not working on iPad Pros.

Timzebra — Mon, 23 Apr 2018 13:40:16 GMT

I would recommend trying to only select only one camera’s library of recordings.. When I do that, I get into the library without it locking up, then I can change the filter back to all cameras. That works most of the time with my iPad Pro. I would still expect arlo to fix the issue, but it sounds like they don’t understand what’s going on.

Re: Arlo Library not working on iPad Pros.

jcss88 — Sun, 29 Apr 2018 15:09:22 GMT

This problem started about a month ago on my ipad pro 10.5. It had previous to that not exhibited the problem, so there must have been an update on either the ipad or the arlo app that is causing it. The problem I see is the same as decribed above, the screen locks and the app is unresponsive when the library is entered. This issue ocurrs more often than not. My ipad mini and my iphone work just fine. Unfortunately, I see no sign that netgear is addressing the issue, which is discouraging, especially considering the software resources that Netgear has. I am a software engineer myself with 30 years of experience, and from my point of viwe this should be easy enough to correct given that it is very repeatable. I would be happy to discuss this with Netgear if it would further help to describe the behaviour of the app.