Harassing App Notifications - Case #63214012

[marshallbu]

Is anyone dealing with constant offline / online notifications from Arlo Secure?

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[BrookeN]

This should now be resolved. If you could please let me know if you are still seeing this same behavior that would be appreciated. Thank you.

[BrookeN]

Thank you for bringing this to our attention. I have reached out to our development team to investigate. Can you please let me know the following:

Are you on iOS or Android as well as the firmware version?

Are you getting notifications for all cameras or is it just the security hub?

I will update the community as soon as possible with any updates. 

[BrookeN]

Thank you for that update. 

[marshallbu]

My last one was ~11am EST, so also seems resolved.

[Edinburgh_lad1]

Now that everyone is letting out a big sigh of relief that the notification-gate was finally closed, it's time for a reflection: another week(end), another issue, and a considerable impact, by the looks of it, on the user.

Let's hope someone from Arlo will offer an apology, and, and apropos of the apology, an explanation of what happened, as well as an assurance that it'll not happen again, while the person in charge of the team perhaps will find a way of improving their quality control (finally).

All that, of course, would be an appropriate and decent thing to do. 

[StephenB]

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@NoSec wrote:

Geofencing is not in use for me.

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Thanks, good to know that is not a factor.

[Jeremiah-DB]

I am posting this to document my experience and determine whether other customers have encountered the same issue.

I have been an Arlo customer for several years. During that time, I have invested hundreds of dollars in the Arlo ecosystem, replaced my previous security equipment with Arlo products, maintained an active subscription through multiple price increases, and recommended Arlo products to friends and neighbors who ultimately purchased systems based on those recommendations.

The issue began last winter when I started receiving intermittent "Keypad Offline" and "Keypad Online" notifications. The behavior appeared to occur primarily during colder weather. Although it was disruptive, it eventually stopped on its own, and I continued using the system.

Last weekend the problem escalated significantly.

While I was away from home, I received hundreds of "Keypad Offline" and "Keypad Online" notifications over the course of the weekend. The notifications arrived repeatedly, often only minutes apart.

Each time I opened the Arlo app, every device appeared to be operating normally. Cameras remained accessible, sensors appeared online, and there was no indication that the system was actually experiencing repeated connectivity failures.

After returning home, I completed the following troubleshooting steps:

• Power cycled the keypad.

• Performed a factory reset of the keypad.

• Removed the keypad from my Arlo account.

• Signed out of the Arlo app.

• Deleted and reinstalled the app.

• Restarted my router.

• Moved the keypad immediately next to the router.

• Attempted to pair the keypad again.

None of these actions resolved the issue.

The current state of the system is as follows:

• The keypad has been factory reset.

• The keypad has been removed from my Arlo account.

• The keypad cannot be paired again because setup repeatedly fails.

• My cameras continue functioning despite the keypad no longer being configured.

• I continue receiving "Keypad Offline" and "Keypad Online" notifications for the removed keypad.

Those facts are difficult to reconcile with the conclusion that this is a customer network issue.

Support's response has been to request information such as my internet service provider, network topology, internet speed, number of connected devices, and application logs. While I understand that these requests are part of a standard troubleshooting process, they do not address the central issue: notifications continue to be generated for a keypad that has been removed from my account.

If a device has been factory reset, removed from the account, and is no longer configured, it should not continue generating online/offline events.

I have asked that this case be escalated to engineering so the account and backend device registration can be reviewed instead of continuing first-tier troubleshooting.

I am no longer requesting troubleshooting. I am requesting a resolution. If additional diagnostics are required, explain how they relate to the symptoms I've described. If the hardware is defective, replace it. If this is a software issue, escalate it. If neither is possible, explain why.

[jguerdat]

The issue of multiple, quick offline notices for the security hub was resolved on Monday. Are you still seeing them? Mine have stopped as of ~noon EDT on Monday.