Arlo Pro 2 Timestamp gone

[Lilac]

Seems the programmers have messed with app again.  The timestamp & ". . ." menu that usually is t the top of the screen has disappeared and there is just white space on the top eighth of the screen.  Also every time I play back a recording, the app tells me I'm offline even though there has been no disruption to my internet service.

Does anyone know when this problem will be fixed?

[Jaana]

If I watch recording on the Android phone and turn It horizontally, a white bar appears at the top. In this case, I can't see the time of regording and I can't save It to my Phone. If I hold the phone upright, the bar does not appear.

[ShayneS]

HI @Jaana 

Can you provide a screenshot of this white bar?

[ShayneS]

Hi @Lilac 

Are you still experiencing these symptoms?

Is this on Android or iOS?

[Lilac]

Hi Shayne,

Samsung Andrpid phone.  Yes still having this problem.  No timestamp or menu on recordings.  Then the app tells me I'm offline and I'm not.  I have to restart my phone and do Device maintenance after playing back recordings.  My phone is new.  Just purchased it a couple months ago.

[Lilac]

 see whie space at top of screen & no timestamp.

Now I'm getting the following error

 

[ShayneS]

May I ask which troubleshooting steps you have tried so far? I don't want to suggest anything you have previously performed.

[Lilac]

I have restarted my internet, restarted the base station, restarted the cameras, restarted my phone.  Nothing changes.  Still have white bar at top of screen, no timestamp, no menu, app still telling me Arlo is offline almost all the time but still recording video.

[ShayneS]

Have you tried removing and reinstalling the app? Does this occur on any other devices by chance?

[Lilac]

I did uninstall & reinstall the app.  My phone is the only device I use for the app.  I have a tablet but it's too old - the app won't install.

The problems did not go away by reinstalling.  Cleared all the cookies & storage caches.

[ShayneS]

Thank you,

The team has been made aware and are looking in to the reports. I will update this thread as soon as I have more info to share. 

[Jaana]

 

[Bigdaddy4]

I have the white bar issue also at the top of my video screen 

[Lilac]

Hi @ShayneS 

Just wondering if there has been any progress in reviewing this problem?

[ShayneS]

@Lilac 

The Arlo development team is currently investigating reports of this behavior. We will provide an update as soon as we have more information to share with the community.

[Dam54]

I have the stupid white bar as well. Please fix. Thanks

[trakster55]

I have the same symptom with the white bar at the top of the playback window.

In Portrait view during playback, the top of the window provides the date/time of recording.  If I rotate the phone to Landscape view, the white bar appears for approximately 3-5 seconds.  If I pause the recording, the white bar returns.  With the white bar, it hides the date/time of video recording.

I have the VMB4500r2 with two Arlo 2 cameras.  Latest firmware is 1.24.0.1_4295_8938370

The software app has version 4.17_28700, released date of 7/20/24.  

I believe the issue started before the above release date but I cannot be 100% for certain.

Hope this information is helpful to the developers.

[JSen]

I am having the same problem, a fix would be appreciated.

[Lilac]

The white bar is gone & I can now see the timestamp & menu.  Also it looks like the app has stopped going offline all the time.  I think the Aug 6 software release has fixed the problems. 

[ShayneS · Accepted solution]

This symptom should now be resolved with the latest version of the Arlo App v4.19

Can you download and test with this version.

Thank you 

[Lilac]

I have this version of the app installed and the app is even worse than before.  I can open the app and literally watch it turn the cameras all offline.  Every time I play a recording, it turns the cameras offline, everything ai delete a recording, it turns the cameras offline, every time a new recording is added to the library, it turns the cameras offline. 

The problem is not fixed.  I have restarted everything  logged in & out of the app and the problem is still there.

[ShayneS]

@Lilac 

I was referring to the white bar issue, is this not fixed for you?

[Lilac]

@ShayneS 

The white bar is gone & I posted Aug 14 that it was gone.

The app going offline was part of my original post along with the white bar on July 18.  Due to the app still telling me I'm offline when my internet is not offline, I consider the problem not fixed.

[JSen]

Look like the problem has been fixed. White bar is gone, camera name and date time is back. Thank you. 

[ShayneS]

@Lilac I have another thread here: https://community.arlo.com/t5/Arlo-Smart/Notifications-saying-all-5-of-my-cameras-are-offline/m-p/24... that appears to be the symptoms you are experiencing. I will keep that thread updated and close this one.

Thank you