topic Re: App freezes iPhone 12 every time I use the app in Arlo

App freezes iPhone 12 every time I use the app

GAHope — Wed, 01 Dec 2021 19:42:40 GMT

Every time I use the Arlo application it freezes my iPhone. I must wait 30 seconds or more before the phone stats responding again. In that time the phone will not respond at all. This is the only application that has this issue on my phone. iPhone 12 MAX. All of my cameras are updated and my phone is updated.

I have an H4 and H3 cameras also. 4 cameras total. 1 is WiFi at a different location.

I have reinstalled the application.

I see in the community that others are having the same issue.

Please help.

Re: Arlo Application freezes every time I use the app

jguerdat — Wed, 01 Dec 2021 14:15:56 GMT

You said you reinstalled the app but did you reboot the phone, too?

Re: Arlo Application freezes every time I use the app

GAHope — Wed, 01 Dec 2021 17:28:05 GMT

I have rebooted my phone multiple times and in different ways hard reset soft reset so on and so forth.

Re: App freezes iPhone 12 every time I use the app

ShayneS — Thu, 02 Dec 2021 21:49:23 GMT

Please reach out to the Support Team to further investigate this issue you are experiencing. You can find several options for contacting support though the Arlo Mobile App by navigating to Settings/System/Support.

Re: App freezes iPhone 12 every time I use the app

echo191177 — Mon, 27 Dec 2021 12:08:55 GMT

Same here. My iPhone 12 Pro Max freezes completely for at least 10 to 20 seconds when I start a device.

Arlo devices I used/am currently using (always the latest Firmware):

Pro 2 with Base
Pro 4 without Base
Ultra 2 with Base

iPhones used:

iPhone 11 pro Max and iPhone 12 pro Max with countless different software releases. Always the latest.

This problem is mentioned in a lot of threads throughout the Arlo Forums and other Forums and there is obviously no solution yet.

Re: App freezes iPhone 12 every time I use the app

ShayneS — Tue, 28 Dec 2021 18:02:20 GMT

Hi @echo191177

Can you provide more detail regarding this "freezing". Is the Arlo app itself freezing, closing out, or is the live stream having an issue loading?

Thanks

Re: App freezes iPhone 12 every time I use the app

echo191177 — Tue, 28 Dec 2021 18:42:50 GMT

As I wrote. The complete iPhone freezes. I cannot use the iPhone anymore for about 10-20 seconds. The Arlo app ist still Open but you can only here sound, the video freezes too. I cannot close the app and I cannot shutdown the iPhone. Nothing works.

Re: App freezes iPhone 12 every time I use the app

ShayneS — Tue, 28 Dec 2021 19:34:32 GMT

@echo191177

Regarding this statement, "iPhone 11 pro Max and iPhone 12 pro Max with countless different software releases. Always the latest."

Are you referencing the Arlo app version or iPhone iOS versions?

Do you have the latest version of iOS installed on your devices? iOS v15.2 & the latest version of the Arlo mobile app v3.5.10?

Does this occur on any other devices iOS/Android?

Thanks

Re: App freezes iPhone 12 every time I use the app

GAHope — Tue, 28 Dec 2021 23:21:20 GMT

I find it funny how every time something is submitted to a form all you get back is questions. Yes the phone has been rebooted yes the phone has been updated yes the phone has been rebooted and updated, the app has been updated the app has been deleted the app has been re-added the phone has been rebooted the phone was hard rebooted and soft rebooted. As stated in previous emails including the first one I am on the current version of iOS and the current version of the app I have listed out what type of phone I am using and have provided quite a bit of information already.

Re: App freezes iPhone 12 every time I use the app

echo191177 — Tue, 28 Dec 2021 23:51:50 GMT

@ShayneS schrieb:
@echo191177

Regarding this statement, "iPhone 11 pro Max and iPhone 12 pro Max with countless different software releases. Always the latest."

Are you referencing the Arlo app version or iPhone iOS versions?

Do you have the latest version of iOS installed on your devices? iOS v15.2 & the latest version of the Arlo mobile app v3.5.10?

Does this occur on any other devices iOS/Android?

Thanks

Arlo devices I used/am currently using (always the latest Firmware):

Pro 2 with Base
Pro 4 without Base
Ultra 2 with Base

iPhones used:

iPhone 11 pro Max and iPhone 12 pro Max with countless different software releases. Always the latest.

App Version at the moment: 3.5.10 (2888)

---------

By the way, this happens EVERY TIME i use the Arlo app. I wonder why you never had that issue in your tests since a lot of other users have the same issues and are complaining about it here in your forums.

Re: App freezes iPhone 12 every time I use the app

echo191177 — Fri, 31 Dec 2021 08:19:11 GMT

Any information about what the problem might be? I found dozens of similar support requests since 2018(!) in a 1 min. Google search, so this obviously is a well known issue.

Since restarting reinstalling rebooting does not help, what shall we do? I really like the Arlo approach, but every time I need to watch the camera, the app freezes my entire iPhone?

Re: App freezes iPhone 12 every time I use the app

StephenB — Fri, 31 Dec 2021 11:49:50 GMT

What version of iOS are you running on the phone?

FWIW, I've never seen this with my iPhone 12 mini (currently running iOS 15.2)

Re: App freezes iPhone 12 every time I use the app

echo191177 — Fri, 31 Dec 2021 14:18:05 GMT

iPhone 12 Pro Max iOS 15.2
Arlo App 3.5.10 (2888)
Arlo Ultra 2 (set of 4 cameras)

I had the same issues with the Arlo Pro 4 (no Base, just Wifi). After a 1 min. google search i found countless cases of "Freezing Arlo App" so it's not only me and it's probably not my connection or my router etc.

FYI: When the iPhone freezes, the sound keeps playing, so i can hear what's going on on the cameras, but everything else is not operational. Maybe that helps some developer at Arlo idk. if you need further information or some test that I could perform (besides rebooting/reinstalling/restarting), write me.

Re: App freezes iPhone 12 every time I use the app

StephenB — Fri, 31 Dec 2021 15:20:58 GMT

@echo191177 wrote:

FYI: When the iPhone freezes, the sound keeps playing, so i can hear what's going on on the cameras, but everything else is not operational.

I'm wondering if changing the setup to record in 1080p would result in different behavior. So try going in the camera video settings and

disable 2K livestreaming if enabled
enable auto track and zoom (which will result in 1080p recordings using H.264, instead of 2K recordings using H.265).

Re: App freezes iPhone 12 every time I use the app

echo191177 — Fri, 31 Dec 2021 15:35:53 GMT

It has nothing to do with recording. It occurs when I start the app and go to devices and start a camera live view, or two or three, no matter. I am not live streaming with 4k.

Re: App freezes iPhone 12 every time I use the app

ShayneS — Mon, 24 Jan 2022 19:33:55 GMT

Are you still experiencing this issue with your app?

Re: App freezes iPhone 12 every time I use the app

bassinhuntin — Sun, 30 Jan 2022 17:46:58 GMT

Mine freezes also on my iPhone 12. Phone and Arlo app have been updated to latest software. I have noticed this for 2-3 months. Sometimes I have to turn phone all the way off to get out of Arlo app.

Re: App freezes iPhone 12 every time I use the app

GAHope — Mon, 31 Jan 2022 00:16:50 GMT

Yes

Re: App freezes iPhone 12 every time I use the app

bassinhuntin — Mon, 31 Jan 2022 18:45:34 GMT

I can’t because the app and iPhone is frozen. You can’t click anything and sometimes I have to turn my phone off to get out of the Arlo app.

Re: App freezes iPhone 12 every time I use the app

ShayneS — Mon, 31 Jan 2022 18:46:37 GMT

@bassinhuntin

Which version of iOS is your iPhone running?