topic Re: Web portal is logging off after a certain amount of time in Arlo

Web portal is logging off after a certain amount of time

Retired_Member — Mon, 09 Dec 2019 21:16:13 GMT

Fix this.

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

TomMac — Sat, 07 Dec 2019 21:59:49 GMT

The primary account holder only allows one log in at a time.... if your logged on the web and access via app, you will be logged out.

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

Retired_Member — Sat, 07 Dec 2019 22:10:02 GMT

@TomMac

Thanks. That's not the issue (although that is another issue I'd love to see addressed.)

Beginning in early September of this year (around the 4th or 5th), the web portal automatically signs-out users at some interval <30 minutes. It used to do it at about 12 hours. We also used to be able to close the browser windows and remain logged in, so when we reopened the app, we'd still be logged in. The apps still work that way.

On the browser, if there's no interaction for some period < 30 minutes, or if you refresh the browser, you're logged out.

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

TomMac — Sat, 07 Dec 2019 23:07:40 GMT

As a side note... depending on which cameras, they mostly time out at 30 mins... ( exception is the Q and Baby )

this was done to prevent battery draining if forgotten on.

Know this doesn't solve you issue... but cams have always worked that way.

Maybe now when the cam goes down so does the site

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

Retired_Member — Sat, 07 Dec 2019 23:21:37 GMT

Ok, maybe I'm doing a poor job of explaining the issue? I am not talking about the cameras.

Try it for yourself. Try it both on the web portal and on a mobile app.

Do you primarily use a mobile app? How many times/day are you asked to re-authenticate. Once logged in, are you asked to reauthenticate even if you close then reopen the app?

Now try the same thing on the web portal. Log in and come back 1/2 hour later, or refresh the web page, or close your browser windows and come back. Does that help?

Arlo knows they made this change, and they refuse to answer queries about it.

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

TomMac — Sun, 08 Dec 2019 01:17:35 GMT

Mostly via web... will test and respond

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

TomMac — Sun, 08 Dec 2019 15:10:15 GMT

Tested the web access and Yes, it timed out in about 30-40 mins and required a log in.

But the Android app did the same. I let it run ( opened another app so it was in background ) and when I went back at 40 mins it required a login even tho still in background.

( I use a finger print log in on an S7 )

Don't see a diff. I believe it's a security thing that Arlo put in in case forgotten left on.

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

Retired_Member — Sun, 08 Dec 2019 20:11:22 GMT

>Tested the web access and Yes, it timed out in about 30-40 mins and required a log in.

Yes, now you understand the issue. Again it didn't do this previously. It only required an authentication after ~12 hours.

>But the Android app did the same. I let it run ( opened another app so it was in background ) and when I went back at 40 mins it required a login even tho still in background.

The IOS app is not the same. I launch it (iphone or ipad), put it in the background, close it, etc. I can even reboot my phone, and as soon as I launch the app, it automatically logs back in. I just tested this to verify. I don't have to interact with it at all, and days and even weeks later I do not have to re-authenticate. In fact, since they rolled out this change a couple of months ago, I think I've only had to authenticate twice on IOS.

>I believe it's a security thing that Arlo put in in case forgotten left on.

Yes, we're aware of that, but it's the wrong decision, especially since it's not being applied equally. I work on my computer all day long. I want to be able to have this running in a separate webpage (like I used to do), and when I need to interact with it, it's there and available. I don't mind it logging me out after 12 hours, but 30 minutes makes it useless. Now, almost always when I get to the page, it's timed out and takes forever to log back in. By the time I do, it's too late to interact, or to react quickly. The main thing the webpage is useful for now is reviewing past videos and downloading anything I want to keep. It's become virtually useless for real-time interaction. It has become *way* too slow, and this forced log-out makes it even worse to try to use.

There are additional reasons to preferring the webpage interface, size, ease-of-use, etc. I can initiate a manual recording and do other things on my computer while it's recording. Try that on the phone. You can't. As soon as the IOS app loses focus, recording stops. Arlo needs to fix this.

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

Retired_Member — Mon, 09 Dec 2019 01:32:55 GMT

>Tested the web access and Yes, it timed out in about 30-40 mins and required a log in.

Yes, now you understand the issue. Again it didn't do this previously. It only required an authentication after ~12 hours.

>But the Android app did the same. I let it run ( opened another app so it was in background ) and when I went back at 40 mins it required a login even tho still in background.

>I believe it's a security thing that Arlo put in in case forgotten left on.

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

Retired_Member — Tue, 10 Dec 2019 02:34:20 GMT

Hey Mods. STOP editing my posts.

The original subject line to this reads: STOP LOGGING ME OUT OF THE WEB PORTAL

There's a reason for that.

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

StephenB — Thu, 12 Dec 2019 12:19:04 GMT

@Retired_Member wrote:

>I believe it's a security thing that Arlo put in in case forgotten left on.

Yes, we're aware of that, but it's the wrong decision

FWIW, I agree it was a bad decision. I find it particularly annoying to have to log in again after refreshing my browser, after pressing the back button, or after enabling flash in Chrome. None of that is necessary.

Re: Web portal is logging off after a certain amount of time

Retired_Member — Sun, 09 Feb 2020 04:42:20 GMT

Please fix this.

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

ar10West — Fri, 14 Feb 2020 19:19:45 GMT

I believe I am facing the same issue. I seem to be logged in continually on my Androd app, however, at my desktop machine (Windows 10 w/Chrome browser), I continually get logged out after approx 1 minute of no activity. Very annoying!

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

ShayneS — Fri, 14 Feb 2020 22:05:40 GMT

Hi @ar10West

Does this occur on another pc as well?

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

ar10West — Sat, 15 Feb 2020 16:57:59 GMT

@ShayneS

I was able to remain logged in on a Windows 10 laptop - unless I refreshed the page - then it logged out.

Everything is current on the Windows 10 desktop machine where I am experiencing the issue, and again, I get logged out repeatedly in Chrome or Firefox.

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

ShayneS — Tue, 18 Feb 2020 21:34:54 GMT

Please contact the Support Team to further investigate this issue. You will find several options for contacting support in the provided link. Arlo Tech Support

Re: STOP LOGGING ME OUT OF THE WEB PORTAL

ar10West — Tue, 18 Feb 2020 23:26:37 GMT

I already tried that. The chat technician did not offer any effective solutions, however, a case was opened:

Case Number: 41453137

Re: Web portal is logging off after a certain amount of time

firesec — Tue, 14 Apr 2020 20:53:35 GMT

older thread I know but bumping this is better then creating another.
I to have noticed this.

I personally think Arlo should give the option to auto log out after specific length of time for those that want it, because daddying everyone into one action will substantially reduce the flexibility and usability of your product.

How is anyone meant to use this product in any other way but a casual residential way, now that you force auto logouts. you're poisoning your own product line and shrinking the pool of prospective buyers substantially with this...and well that's really really silly. lol

Re: Web portal is logging off after a certain amount of time

Retired_Member — Wed, 15 Apr 2020 04:03:29 GMT

I have been recommending against Arlo to everyone I've spoken to for many months now. I don't understand how they can continue to reduce the functionality, to make the product more and more difficult to use with each change, and expect that anyone will use it. I feel like I've bought a lemon, and I'm trying to make sure no one else does too. I've given up any semblance of hope that Arlo will ever address the issues raised. They just don't care.

Re: Web portal is logging off after a certain amount of time

firesec — Sun, 19 Apr 2020 22:39:10 GMT

I totally understand how you feel.
We expect better from a product with such a high premium price tag + even more ongoing costs just to access the products marketed abilities, so I'm with you on that.

They aren't delivering.