Arlo|Smart Home Security|Wireless HD Security Cameras

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Zzzzzzzzzz
Apprentice
Apprentice
This was an old problem that seemed to have been fixed but has been a problem again for a while. I just haven't had time to post.

In the Arlo app, the static picture for each camera is some random old picture. For example, it could be from 5 days ago, 20 h etc. Sometimes it just shows a black screen.

When it was working properly, it was a snapshot from the last video recorded or last live view. That way, you have a sense of what's going on in the area without having to do a live view.

Anyone else been having this problem with the app?

I am on Android devices, with Pro 2, Arlo Q, and Arlo Baby cameras. It's an issue with all my cameras.
39 REPLIES 39
Dannybear
Master
Master
Thanks JamesC,

This has been about for quiet sometime like months, are fault acknowledgments still require a subscriber complaints threshold to be reached? I realise non subscribers have no entitlement but surely it’s a good gauge rather than waiting for the earlier.
Johnny290
Mentor
Mentor
I don't think they really care or they would have fixed it by now.
JamesC
Community Manager
Community Manager

Dannybear,

 

We've had reports of this on varying camera models, not just legacy. The development team is still working on a resolution, it's just a relatively slippery issue. It doesn't impact all users and there appears to be inconsistency with reproducing the issue, some users consistently have the issue while others are able to alleviate with basic troubleshooting (base/camera reboots etc.)

 

As soon as I know more, i'll post an update here on the community.

 

JamesC

usafacooper
Aspirant
Aspirant

I have the same issue -- for 4 specific cameras (at Location 2).  In total, I have 8 cameras.  4 on the primary account at Location 1 and 4 on another account at Location 2 across town.  Viewing access/permission for the 4 cameras at Location 2 (across town) is shared to the primary account (Location 1).  When I login on a computer or the app (on my phone) for the account-login associated with Location 1, the 4 cameras directly on that account show static camera images that are up-to-date, but the other 4 cameras that are shared from the other account (Location 2 across town) show old images from many days ago even though those cameras are in high traffic areas, trigger events have occurred, and videos have been recorded/stored. 

 

NOTES:

- When I login directly to the account for the cameras at Location 2 (across town), the static camera images are up-to-date.  It seems that those images are not being pushed to the account that has permission to view/share/access the cameras. 

- It seems like this issue began a couple months ago.

- All cameras are ARLO PRO model VMC4030; Firmware 1.092.1.0_9_120d8b7

- Each base station Firmware 1.19.0.3_4074_68a8e53

- This issue is the same on these web browsers:  Chrome, IE, Edge.

 

Please let me know if you have any questions or need more information.

Philkurk
Aspirant
Aspirant

I can confirm that it happens on the new ARLO Go 2 cameras.  Just installed 2 and there we are.  Random video displays.  I subscribe to the extended history archive for each camera

ITNinja1
Star
Star
Any updates on this issue?
Johnny290
Mentor
Mentor
I'm with you I'd like to know too. It's been like this for a ridiculously amount of time
JamesC
Community Manager
Community Manager

The development team is still investigating the issue. I do not have any new information available at this time. I will provide an update as soon as I know more.

 

JamesC

Johnny290
Mentor
Mentor
James c has been saying they're going to fix it for at least 2 months now. It's getting rather old maybe you should change your story
shuffleton
Aspirant
Aspirant

568 days ago on one

317 days ago another

179 Days ago ...

 

9 others over 100 days.  

Johnny290
Mentor
Mentor
I've never seen a company break things so many times. And be so slow to fix things I've already started moving on to a different brand
Johnny290
Mentor
Mentor
Another Arlo update. And Arlo is still broken. And they call this Arlo secure what a joke
ITNinja1
Star
Star

Any updates on this issue? Work arounds, results from multiple months of investigating, any sort of information to lead us to believe the issue is truly being looked at and where it stands as a priority? 

 

I appreciate any info 

Dannybear
Master
Master

I wonder if the arlo safe app would work better, I bet they have spent a lot of development time and effort rolling it out.

Johnny290
Mentor
Mentor

At this point I doubt they are going to fix it. I have the same problem. Just one of the reasons I don't recommend Arlo to anybody

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