topic Re: New Arlo app is slow & unresponsive. Recording not showing up for hours. Need to force quit in Arlo

Latest App Runs Slow

ScotCamera — Tue, 17 Dec 2019 19:50:24 GMT

On noticed on the Dec 5th release (v2.12) that it runs incredibly slower on my iPhone than the previous version. I timed more than 10 seconds from start to when it is actual up and running. I'm running it on my iPhone 8. This is definitely not a thing that i would expect to see on a new version of any app.

Is anyone else experiencing this startup lag time?

Re: Latest App Runs Slow

Foxman4 — Mon, 16 Dec 2019 12:34:19 GMT

Yes, 2.12 runs really slow on my iPad as well.
WHY do App developers invariably make at least some things worse when they release updates?

What happened to the concept of testing things properly before release!

Re: Latest App Runs Slow

ScotCamera — Tue, 17 Dec 2019 00:41:57 GMT

What I find amazing is that in their own description as part of their additional bug fixes and performance improvements for v2.12 they say “Geofencing should function more reliably for most users”.

This implies that geofencing STILL doesn’t work completely.

Re: Latest App Runs Slow

Kellte2 — Tue, 17 Dec 2019 22:08:52 GMT

Same with my iPhone X. With Arlo, it is always one step forward (if that) and two steps back. I've never been more infuriated with a piece of "smart" consumer tech than my Arlo Baby. Prior to the iOS 2.12 update, it was running good enough. The slow start to the app is yet another startling issue, but sadly it doesn't rise to the level of other mindblowing software issues that I've experienced with Arlo Baby (no sound at all, no "always listening", etc.).

Bottom line: every time I see an Arlo update in the App Store, I wonder what will be broken this time around.

Re: Latest App Runs Slow

ArloAlex — Tue, 17 Dec 2019 22:57:08 GMT

Hey all - slower startup is not something we observed in our testing. It sounds like the app is ALWAYS slow to open for you all, right? Not just after opening the first time after it is installed? And everyone is on a sufficiently strong/fast network connection?

If so - when you observe this, it would be very helpful if you could create a support ticket ( http://bit.ly/2RKy9X6 ) and attach your app log (no personally identifiable information or images/recordings will be sent). Please reference the URL of this thread and note that Alex sent you. At minimum, your logs will help us to identify where there is an issue; at most, we may reach out to you with some additional clarifying questions.

Re: Latest App Runs Slow

Dan-M — Fri, 20 Dec 2019 11:58:07 GMT

@ArloAlex, how do you attach the app log to a support case?

I am also experiencing slow app performance since the last update. To answer your questions, yes the app is always slow to open and slow to load the library once in the app. Both the app open and library loads take over 10 seconds since the app update. Previously, both loads were almost instant. And yes, I am on a strong and fast network connection. I have Comcast Gigabit that regularly speed tests at 150+ mbps download and 11+ mbps upload.

Regarding customer support, I had a terrible experience a few months ago when a previous app update degraded app features unexpectedly. Here's the community thread (https://community.arlo.com/t5/Arlo-Ultra/Cloud-recording-showing-up-late/m-p/1739665#M8010) for what happened in the app after the previous update, and my case was #41229747. I was asked the same set of questions multiple times. The offshore support team acts as if the onshore team is a different company. Arlo support did not let me know the fix was coming and never reached back out to me. After a month, the issues were just fixed in the app one day.

So, Alex I appreciate your willingness to help, but you've got an uphill battle to fight internally with how I've experienced Arlo support processes, and I wish you the best of luck because improvement is quite needed. I'm happy to create a case for this issue and send you an app log if you tell me how to. Thank you.

Arlo App version 2.12 (IOS). Takes ages to load. Deleted app and re-downloaded but it is slow again.

kmiller8821 — Fri, 20 Dec 2019 22:07:48 GMT

I recently upgraded to Arlo App version 2.12 (IOS), and now everytime I open the app it takes AGES to load. I sit at the signin page for at least 30 seconds before I can see my cameras, then if I click on library, I'm waiting a good 10 seconds before I see any recordings. I deleted the app, downloaded it again, and the first time I launch it its fast and works normally. However, once I launch it again, it's again dog slow. This is a huge step back from the previous version. I've had to resort to using the "no longer supported" app just to get any decent amount of response time out of it. I'm running an iPhone 11 PRO, on IOS 13.3. I've already rebooted my phone, I've reinstalled the app multiple times (again, it works perfectly fine the first launch but future launches, forget about it), and I've rebooted my base, etc. It's not my internet connection, it only happens on this app. The website login works fine and I can see my recordings quickly. What is going on here? I can't be waiting up this long when I get a potentially emergency alert just to see what's going on. Any one else having issues like this with this version?

Re: Arlo App version 2.12 (IOS)

Veedems — Fri, 20 Dec 2019 14:49:52 GMT

I’m having the same issue since the recent app update. It’s pretty annoying.

Re: Arlo App version 2.12 (IOS)

kmiller8821 — Fri, 20 Dec 2019 19:25:12 GMT

So here's an interesting discovery. I had reinstalled it, again, and it was launching quick every time. I went in to my phone's notifications, and turned off SOUND and BADGES because I don't use those. After I did that, I noticed the app slowed to a crawl again. Curious, I went back into notifications and turned on SOUND and BADGES for the arlo app again, and now it launches quickly again. Very odd. I'd be curious to know what your settings are.

Re: Arlo App version 2.12 (IOS)

Veedems — Fri, 20 Dec 2019 20:01:21 GMT

Odd. I had badges off, sounds on. Turned badges on and now the app flies again. Crazy good find.

Re: Latest App Runs Slow

ArloAlex — Fri, 20 Dec 2019 20:14:26 GMT

Hi @Dan-M - first, send yourself your app log (triple tap on the "arlo" name at the top of the Devices screen). Then, go to the bit.ly link I provided and fill in the information on that page. To attach your log to the ticket:

On PC/Mac - simply download the log from your email to yourself and attach it as you normally would.
On iOS - save the log file to the iOS Files app. After clicking "Choose File", click "Browse" and select the log from your iOS Files location

(And, yes, streamlining the above is something I have been looking into 🙂 )

In the description field, please note your issue and indicate that you chatted with me. (Please also DM me your support case #)

And, thanks for the added clarity on your experience with our support teammates. I'll provide this feedback too.

Slow app log on

ScottMc1 — Fri, 20 Dec 2019 21:12:27 GMT

In the last week my Arlo pro2 system takes from 10-20 seconds to log on and allow me full access to my recorded history and/or watch live through my cameras. Does anybody have a clue why this is happening? My WiFi is super fast, XFINITY. And nothing else is bogged down as my Arlo is. HELP! PKEASE! (I’ve done everything possible to correct it) Thank you, Scott

Re: Arlo App version 2.12 (IOS). Takes ages to load. Deleted app and re-downloaded but it is slow ag

ArloNotSoSure — Sat, 21 Dec 2019 02:40:42 GMT

I am running an iPhone 6 with IOS 12.4.4. Ever since I downloaded this updated app (2.12) I have had nothing but problems with my security lights. The cameras appear to be working fine, however I cannot get my Security Lights to show up on the app's dashboard. Additionally, the lights appear to be working intermittently, but always in motion detection mode...as any manual mode has not been enabled. Again, the lights do not appear on the app, so there is no way to manually control the lights. Is there anyway in the world that we can retro back to 2.11 or 2.10? Everything was working fine with those versions of the app, but now not so much. Tech support has been unable to solve this problem...that is 3 different Arlo Tech Support Techs have not been able to resolve this issue. So, as it stands now I have two 'bricks' from Arlo that are non-functional in their fullest set of capability. Thanks Arlo! At this point in time I would have a hard time recommending this system to anyone.

Re: Arlo App version 2.12 (IOS). Takes ages to load. Deleted app and re-downloaded but it is slow ag

silverado44 — Sat, 21 Dec 2019 13:44:16 GMT

Go to this site https://www.apkmirror.com/ and type in Arlo in the search and download it. Uninstall the app first on your phone then download the new one. I rolled back to the 2.10.0_26060 app to have it working good. I pm'ed you in case they delete this reply.

Re: Arlo App version 2.12 (IOS). Takes ages to load. Deleted app and re-downloaded but it is slow ag

kmiller8821 — Sat, 21 Dec 2019 14:30:42 GMT

While I appreciate your trying to help, that site is for android devices and this thread is for IOS (Apple) devices. That site is not applicable for IOS users. I've discovered a bug that when you allow badges, the app loads normally. You turn badges off, and its dog slow. I'm hoping that one of the mods will forward this bug to the developers, @JamesC

Re: New Arlo app is slow & unresponsive. Recording not showing up for hours. Need to force quit

HaysFamily — Sat, 21 Dec 2019 18:06:47 GMT

I have done all of those steps and the app is still essentially unusable. It takes forever to load, then you have to wait for the videos to load, then you wait for your selected video to load, then it buffers, then it plays some, then it loads again. It’s useless and completely unacceptable.

Re: New Arlo app is slow & unresponsive. Recording not showing up for hours. Need to force quit

kmiller8821 — Sat, 21 Dec 2019 18:57:47 GMT

This is going go sound werid, but go into your notification settings on your iPhone go to arlo, make sure "badges" is turned ON. There is a bug I've discovered that when badges are turned off, the app is slow as crap. I posted this in another thread, I'm hoping that it will be addressed but it might help you out as well.

Arlo app slow response

Wfd75 — Sun, 22 Dec 2019 22:25:38 GMT

Anyone having issues with the Arlo app? I have iPhone 8plus, for the last week the Arlo app has been very slow acting to my commands. Lags cuts off etc. I’ve powered down all cameras and base units, still having big issues. Batteries in cameras are fine. I’ve also deleted the app then reinstalled it. Nothing seems to work.

It not my phone as rest of apps work fine.
Thank you

Re: Slow app log on

75H — Mon, 23 Dec 2019 02:21:29 GMT

Same problem with an Android after update. Could it be demand on the Server from all the Thanksgiving - Christmas sales & installs? I'm even getting logged out sometimes as the app struggles to load. Going on for 2 days, since I updated app.

Re: Slow app log on

75H — Mon, 23 Dec 2019 02:11:07 GMT

Hey ArloAlex, been discussing exact same thing on a different thread. New app slow but on an Android (Galaxy Note 8). Any way to capture those logs on an Android?