Arlo|Smart Home Security|Wireless HD Security Cameras

Arlo Pro 2 Timestamp gone

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Lilac
Apprentice
Apprentice

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?

1 ACCEPTED SOLUTION

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ShayneS
Arlo Moderator
Arlo Moderator

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 

View solution in original post

24 REPLIES 24
Jaana
Aspirant
Aspirant

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
Arlo Moderator
Arlo Moderator

HI @Jaana 

 

Can you provide a screenshot of this white bar?

ShayneS
Arlo Moderator
Arlo Moderator

Hi @Lilac 

 

Are you still experiencing these symptoms?

 

Is this on Android or iOS?

Lilac
Apprentice
Apprentice

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
Apprentice
Apprentice

Screenshot_20240720_133008_Arlo Secure.jpg

 see whie space at top of screen & no timestamp.

Now I'm getting the following error

Screenshot_20240720_132317_Arlo Secure.jpg

ShayneS
Arlo Moderator
Arlo Moderator

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

Lilac
Apprentice
Apprentice

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
Arlo Moderator
Arlo Moderator

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

Lilac
Apprentice
Apprentice

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
Arlo Moderator
Arlo Moderator

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
Aspirant
Aspirant

Screenshot_20240725_223547_Arlo Secure.jpg

Bigdaddy4
Aspirant
Aspirant

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

Lilac
Apprentice
Apprentice

Hi @ShayneS 

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

 

ShayneS
Arlo Moderator
Arlo Moderator

@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
Aspirant
Aspirant

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

 

trakster55
Guide
Guide

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
Aspirant
Aspirant

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

Lilac
Apprentice
Apprentice

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
Arlo Moderator
Arlo Moderator

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
Apprentice
Apprentice

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
Arlo Moderator
Arlo Moderator

@Lilac 

 

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

Lilac
Apprentice
Apprentice

@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
Aspirant
Aspirant

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

ShayneS
Arlo Moderator
Arlo Moderator

@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 

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