Essencial Security Camera 2K - 3rd Gen

[msjmslater]

Hello, I purchased my set of 3 outdoor cameras from Amazon in mid to late December.  It is only March and the app/devices seem to have stopped working. 

This is all that I'm going through: 1) cameras and/or app no longer send alerts to my phone, the only way for me to see routines change is to view the feed; 2) 2 cameras and/or app no longer show photos/images on dashboard or under devices; and 3) 1 of the 3 cameras shows an image/photo on the dashboard and under devices that is now 3 days old as I am submitting this email -- camera and/or app will not update photo/image -- it will record a live video but has stopped updating the photo/image (widget).

This is all I've done to troubleshoot: 1) cleared the cache several times; 2) restarted the devices; 3) restarted the app; 4) confirmed that my IoT was a 2.4 GHz with strong connections for all 3 cameras; and 5) which took the most time, I removed/deleted the devices, deleted the app and data, and did a re-install as if I were installing on a new device.

I do have a backup phone that I have for emergencies but it is powered off.  I installed Arlo on my backup phone but I did not log onto the app, just in case there would be a conflict -- should I remove the app from my backup phone . . .  Can anyone tell me what's happening; I would greatly appreciate any assistance.  Thank you!

[jguerdat]

Do you have a subscription? The trial sub may have expired. There's no conflict with using a phone app as well as the web client so I would definitely try the phone.

[msjmslater]

Greetings jguerdat, yes I do have a subscription.  When I was going through all the issues I described I had the Plus plan.  I thought that if I switched to the Premium plan the issues would stop but it seems now that it's worse.  Just in case I didn't mention before, I have a Motorola G Stylus 5 with Android ver 12.

[midnight629]

Hi msjmslater,

We also had same/similar issues with our cameras not receiving notifications.  The app is on 2 active phones and neither was getting notifications.   I logged into our account on the website and found all modes were only set to record and notify was turned off even though the app said they were on in both phones.  In the website, I turned them all back on and we are now getting notifications.  Appeared to be conflicts between the app and website for us, the app even says are cameras are idle even though they are assigned to a mode in routines but does not display that message in the website, go figure. 

We are also having the issues with the image under devices being old, now that notifications are back on, sometimes it updates to the time of the recording.  I would like to find a fix for that one too and this isn't the first issue with these images.  A few months ago, all images updated to the current view, regardless of mode, as soon as you opened the app.  

We have had these cameras for many years and when updates are made, sometimes preferences have to be reset.  For example, I had to add a camera back to standby mode just yesterday (not sure how long it has been gone), it had been completely removed and sometimes the dashboard camera (I only have 1 of 3 on the dashboard) has to be added again, that happened a few months ago when updates were made. 

I am no expert just a long time Arlo customer and honestly have a love hate relationship, hope some of my experiences help you. 

[msjmslater]

Greetings midnight629!

Oh My Goodness, you are describing exactly what I'm going through!  When I called Arlo Support for assistance, I was told that only 1 of my cameras was added to my account and I'm looking right at all 3 cameras on my phone in Dashboard!  It was then the Arlo tech told me to review my account in my.arlo.com.  So up to 2 AM I was going through my account and it looked like none of my settings had transferred over from the mobile app.  I don't understand that part but I'm still in troubleshooting stage.

All 3 cameras are now showing but I still do not receive notifications or updated images/widgets (I'm going to check notifications under my.arlo.com -- thank you for that tidbit).  As soon as we (me and the techs) figure this out I will post what worked.  Thank you for your response; it was very helpful.  Now my questions are:  1) why would I need to reconnect my devices to my account after updates; and 2) why my settings do not update in my account at my.arlo.com if everything is in the cloud . . . (what is it I'm missing. . .). 

You say you have a love - hate relationship with your Arlo Security . . . well, I can't put into words what I'm feeling right now 😕 . . . .

Thanks again and hopefully we will have a resolution soon!

[midnight629]

Hi,

Glad to help and share what I know!  I am going to answer your questions without answering them 😆

1) why would I need to reconnect my devices to my account after updates

That would be an Arlo mystery, when we noticed we were not getting notifications and I logged into the website to check my settings, that is when I noticed a camera was missing from my Standby mode.  I can only guess the update removed it and might be what happened to you.  

2) why my settings do not update in my account at my.arlo.com if everything is in the cloud . . . (what is it I'm missing. . .). 

Again, I can't explain that one either, updates happen without us knowing and it's when something is broken, we find an update was made, settings changed and I have to "reset" back to our preferences (after hours searching what changed).  Arlo tech's have told us the apps sync to the website but this last update, I found that not to be true.  We also find small glitches in the app, learn to live with them, then poof, one day they are fixed.   I expect that might happen with the thumbnail pictures showing old images.  

I hope you got the notification working by logging into the website like I did!! Any other questions, let me know.    

[msjmslater]

Greetings midnight629,

Thank you for responding to my post -- my apologies for the delay.

I've decided to give up!

I've gone through 5 different techs and they all instructed me to do the same thing over and over -- by the time I received a response from tech 6 I was in WYSIWYG mode -- I am done -- it is what it is!

However, on the flip side is that I am finally getting notifications; I'm not sure if it were the 5 times of removing the app or clearing the cache or if it was a "poof" thing like you mentioned.  (SMH) 

I wish there was a way to roll back the updates because when I first purchased the cameras, everything was perfect -- no hiccups!  Then the updates . . . you say learn to live with it . . . I can't afford that but it will have to be for right now while I save and search for something better.

I am so disappointed. 😣

[midnight629]

I am so glad you are getting notifications, FINALLY.  Now you really understand our love hate relationship. I found the forum and google searches are more helpful than the techs, it's like they never fully understand the issue.  I wish you all the best finding something better, we should probably do the same but are afraid to trade one hot mess for another, they all seem to have their issues, at least those I have looked into.  Until then, we can be disappointed together 😂.