Arlo Secure App crashes & high bacground battery use

[Lilac]

App randomly locks up and crashes during video playback.  Also, have high battery usesge on my Android phone.

[ShayneS]

@Lilac 

This should be resolved, Are you still experiencing the crash symptom on the latest version of the Arlo app 6.12.0?  Can you make sure you're updated and test again and let me know the results? 

Thanks

[ShayneS]

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.

[ShayneS]

Hi @Lilac 

Are you still experiencing the symptom? Which version of the Android app are you using and what's the OS version on your phone? 

[Lilac]

@ShayneS 

Version 6.6.9_6060902 is the version in my apps.

It crashes all the time during playback.  I think if I'm playing a recording and another recording starts recording , it causes the app to hang up briefly and then it crashes.  Also, I had to turn off all the smart detection for person, animal and vehicle because it would miss motion recordings. 

[ShayneS]

@Lilac 

Does it crash on all the devices that you use with the Arlo app, if applicable? 

[Lilac]

@ShayneS 

I only have one device that can use the app.  My tablet is too old & it doesn't work on my laptop either.

So, yes just my Android Samsung Galaxy phone.  And it's current, still gets software updates. Almost every time I play a recording it crashes and closes the app.

[StephenB]

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@Lilac wrote:

it doesn't work on my laptop either.

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my.arlo.com doesn't work?

[ShayneS]

What's the model phone you're using and OS version? 

[Lilac]

@ShayneS 

Samsung Galaxy S23, model SM-S911W, Android 16

[ShayneS]

Would it be possible to take a screen recording and send in a log if I private message you with additional information for the team to review?

[Lilac]

@ShayneS

It seems if I don't click on feed first  it will crash while playing a recording.  I only store favorites in Feed and click on the cameras to review the recordings so I can view recordings by camera.  I haven't created any widgets because it just seems pointless

I don't know if I can record my actions.

[StephenB]

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@Lilac wrote:

I don't know if I can record my actions.

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Read through this:

• https://www.t-mobile.com/support/tutorials/device/samsung/galaxy-s23/topic/settings/screenshot-and-s...

@ShayneS can give you advice on submitting the recording.  You probably shouldn't submit it here, as that could result in some privacy leakage.

[ShayneS]

@Lilac 

If willing to provide thee requested data, I can give you further instructions on how to retrieve it. 

[Lilac]

@ShayneS 

I want to help but I'm not totally comfortable recording.

I have tested when the crash happens.  This is what I do, maybe you can duplicate the steps:

I click on Devices, then click on the icon on the device/camera screen to view list of recordings for that device, then I click on one of the thumbnails of a recording and it starts to play, then the app crashes.

If I click on Feed first, then do the above steps  it doesn't crash.

[ShayneS]

Does this occur with all the devices? I wasn't able to replicate from the steps provided. I'm thinking this is some type of symptom specific to the device you have. 

[Lilac]

@ShayneS 

As I previously mentioned, I only use the Arlo app on one device- my Samsung S23 phone and it is compatible with the Arlo app and has all the software updates.

I don't have any other devices that would be compatible with the app.

[ShayneS]

Thanks for the update, glad the crash symptom stopped. Also, you can follow the battery drain concern here

[jguerdat]

I haven't had a crash ever, just CPU/battery usage.

[ShayneS]

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.

[ShayneS · Accepted solution]

@Lilac 

This should be resolved, Are you still experiencing the crash symptom on the latest version of the Arlo app 6.12.0?  Can you make sure you're updated and test again and let me know the results? 

Thanks