Lost smart notifications

[Jtsieben]

We have an arlo doorbell and two arlo pro 3 cameras.  All are on the plus unlimited subscription plan.  For past several weeks we have suddenly lost all smart notifications that we had previously received.  Now all notifications only show as "motion".  

In the app, I found it had changed to a Beta Arlo Intelligence.  I dropped that and reinstalled the original app and nothing has changed.  When I attempt to enable smart notifications in the app, both the person and vehicle recognition pages state they aren't supported by my device.  But we used to get them for years previously.  On the Smart detection page in the app, I see my devices listed, but clicking into any of them results in a blank page.  

Why did the vehicle, person, and package notifications go away and how can I get them back.  Unhappy customer here paying for a service that isn't providing me with all available features.  

[ShayneS]

Hi @Jtsieben 

Thanks for the feedback. I wasn't able to locate a subscription attached to this username, I'm seeing a basic subscription. There are also no cameras currently onboarded. Do you have another email, or account that you're using with a subscription? If so, can you send it via private message so I can look into this further?

[Jtsieben]

@ShayneS I don't see how to send a private message.  

Jlpc7 may be the user ID?  Or send me a private message and I can reply with email and full name

[ShayneS]

I believe it was a permission affecting PM's, usually takes about two posts for the option to be present on the community account. I will send you a test PM now. 

[ShayneS]

@Jtsieben

I made a small backend sync to see if it helps, can you log out of the app and back in to see if it helps with enabling those smart notification toggles. 

[Jtsieben]

I'm still unable to make any smart notification changes.  

[Jtsieben]

Good morning. I noticed my garage camera is now allowing smart notifications, but not my front camera or doorbell.  

Specifically for the 'Vehicle Recognition' option, the garage camera is the only one connected.  No others are recognized or unrecognized.

For person recognition, it now shows it is not supported in my location.  But it was before.  And I get person notifications on my garage camera now.  

[ShayneS · Accepted solution]

Hi, @Jtsieben

I wanted to clarify the difference between two of our smart features, as there may be some confusion between the two

1. Smart Detection: This includes People, Package, Vehicle, and Animal detection. It alerts you when these objects are detected by your camera.
2. Person & Vehicle Recognition: This is a separate feature that allows you to save specific faces and vehicles so your camera can identify them by name.

Unfortunately, due to local regulations in your state, Person and Vehicle Recognition are not available in your area. You can learn more about that here: Why do I receive the message "Person Recognition is not supported in your location"?

In the meantime, I noticed that Vehicle Detection is currently only enabled on your garage camera. Could you try turning it on for your doorbell and porch camera as well, and then test again?

Please let me know how it goes

[Jtsieben]

@ShayneS : I appreciate the clarification. Makes more sense now. Smart notifications are now working for all three products.  No further assistance needed.  

[ShayneS]

@Jtsieben 

Great news, thanks for the update!