Not able to open the app for two days

[Zzzzzzzzzz]

I just did the latest November 21 update for the Arlo Android app. After I did the update, the app popped up with a notification that said it needed new permissions and would need to push out notifications to my phone. I thought that was fine because that's the way it's always been, but I've never seen this notification come from the app. The next thing that popped up was that it was asking for permission to make phone calls, which I denied because I don't want Arlo to make phone calls for me. I only have the basic. I was told  that with the Premium plan, the app can call 911. Nevertheless, the only permissions I've ever given Arlo is for notifications, and it worked just fine before.

After a bit of troubleshooting, it's very clear that denying the Arlo app the ability to make phone calls breaks the app. I can get into the Mode screen, but then the app does not allow me to do anything further. That means I can't arm or disarm cameras. I can't set up zones; I can't do scheduling; I can't do anything that I would need to do through the Mode screen. This is true for both Arlo Q and Pro 2 cameras on my app.

I did call customer support, and he took notes, gave me case #, and said someone would get back to me. So if you are having the same problems please call them and let them know....

[Bestusernameev]

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@JamesC wrote:

The Arlo Development team is currently investigating this topic. I will provide an update as soon as I know more.

JamesC

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That is Arlo's response? I feel so much better now. I bet the "team" is up day and night investigating. How about the team switch from investigating to fixing? If you read all 13 pages of complaints from the last 3 days, you should be able to wrap up the investigating apect. Or perhaps the team needs a few more screenshots before it can begin to fix things?

[Binaryfool]

I'm having a similar issue.

I launched Arlo app on my phone after an update on 11/21/18 and was prompted with permission request "Allow Arlo to make and manage phone calls" I allowed it and app opened fine. However, ever since then, every single time I make or accept a phone call, Arlo app would crash even if I don't have an actual app running and I would not get anymore push notification from the app until I go and launch the application once so the process starts running in the background.

Phone: Galaxy S7 edge

Application version: 2.6.3_23000

Base Firmware: 1.12.0.0_27099

I have 5 cameras, all have Firmware: 1.125.11.3_26229

[peebs]

A more sincere apology from Arlo and its so-called development team would go a long way toward customer satisfaction and retention.

Also, Arlo needs to notify about its broken app and what it is going to do about it, on its main website and community. Not just bury some vague comment about "the development team is looking into it" in a merged thread with 14 pages.

Do companies no longer understand how to give good customer service? Guess not. Looks like it is time for me to write to the media and Arlo's CEO and let them know what is going on. Not that anyone cares ...

[Sstu]

Mine too. Down for several days

[Sstu]

Should give us full refunds

[Sstu]

I have the same phone and same issue. Kind of useless to have a security system I can't monitor. My wife told galaxy 3 still works with the app.

[jguerdat]

Many existing threads on this. It only happens on some devices. I have 3 and it only happens on 1. Open a case with support here to add pressure.

https://www.arlo.com/en-us/support/contact.aspx

You can also try a different device and/or use a browser.

[jguerdat]

Many existing threads on this. It only happens on some devices. I have 3 and it only happens on 1. Open a case with support here to add pressure.

https://www.arlo.com/en-us/support/contact.aspx

You can also try a different device and/or use a browser.

[Johninpa]

Thank you for posting. Got the older app from the Amazon site, a d it works just fine. Thanks again.

[Gramels8]

I spoke with Arlo support today....they said they aware of issue & working on it...they will email us when it is solved.

[Saurstalk]

Samsung J3. Same problem as everyone else here - latest update to the app has made the app crash on my phone. I'm assuming (1) no update from Arlo on a fix yet and (2) no official access to old version that worked in the interim. Correct?

[Watersfishgills]

I have the same problem . I dont know if they are trying to fix it. Support acts like they dont know anything

[Arlowillie]

I also have s7
Can you let me know if there is a fix?
My app keeps crashing and I have to put it to sleep or it drains the battery

[Arlowillie]

I tried that link but can't find a way to open a case

[Bestusernameev]

You don't need to open a case at this point. They are fully aware that the app is crashing from their update. Half the people on here have called including myself and it's pointless. The best thing to do is to try and follow what some have done on this thread to get it up and working and keep looking on here to see if they finally fix it.

[apcougs1]

When I try to open the Arlo app I get a message stating that Arlo has stopped and to Open app again or Send Feedback. This happened right after the new upgrade was installed. How can I fix this?

[slompochomp]

Did you try to clear the Cache and then Clear Data and run the Arlo app again. Clearing Cache and Data will reset the app back to it's default state as if you just installed the app for the first time. It's a good way to resolve app issues.

[K31]

When I go to the arlo app it keeps saying arlo stopped

[slompochomp]

Did you try to clear the Cache and then Clear Data and run the Arlo app again. Clearing Cache and Data will reset the app back to it's default state as if you just installed the app for the first time. It's a good way to resolve app issues.

[Adkins]

Same problem here. Totally unacceptable. The reason I picked this system was to get alerts on an app.

[Adkins]

Moto E 5. It just happened with the new update I guess. I have uninstalled and reinstalled three times.

[Adkins]

Did you get a response?

[youngbru]

I got both my  phone and my wife's  (both Samsung Note 9s) to work by downloading the 10/30/18 version of the app. Have the app set to not update for now. Will change and let it update once things look to be stable again.