Animated preview missing from notification

[a102768]

I stopped receiving animated previews/thumbnail in notifications a week or so ago so wondered if it was just me or is a service broken?

If it is just me, any clues on how to get them back? I have reinstalled the app on my phone and the animated notification toggle is definitely on.

I have upgrade to IO 8.1 and then 8.2 recently but I don't know if the time line matches or not.

I have 5 devices, a hub, a Pro 5, 2 doorbells and an essential. Only the Pro 5 is on a plan but one of the doorbells is on a trial so I also wondered if something is getting confused and only sending text notifications thinking none of my devices are on a plan.

The Pro 5 is wifi attached, the others are all on the hub. I found things too laggy with the Pro 5 on the hub so moved it back to wifi.

[BrookeN]

Can you please go through this article and make sure all settings are correct:

https://kb.arlo.com/000062568/How-to-enable-and-use-Arlo-Animated-Preview-Notifications

[a102768]

Thanks for getting back to me. Animated notifications are definitely set up properly and, as you can see from my phone screen shot, briefly started working again over the weekend. I have long since given up fiddling to try and get them back so it is nothing I am doing.

[a102768]

@BrookeN , any more suggestions as what I am seeing at the moment is pretty much what I would get with no subscription so I might as well cancel it especially as the storage local videos are now in the feed not buried deep in the app?

FWIW, the alerts on my iPad aren't getting the animated previews either so it isn't device dependent and they briefly came back without me doing anything so I don't think the issue is of my doing.

[BrookeN]

It is not of your doing. I have sent this information onto the development team, I will update you as soon as possible. 

[a102768]

Thanks @BrookeN   Let me know if you need any more info or want me to try anything. 

[a102768]

@BrookeN , it looks like I was right with my first guess. I upgraded my plan to a discounted trial of the one that covers all cameras and immediately started getting animated previews again from the Pro 5.

That camera was already on a basic plan but I suspect your alerting system is getting confused by me having an Essential camera and a door bell that aren't on plans.

If I can't see any benefit of having all cameras on a plan I will drop back to a single plan when the 3 month trial ends and see if I lose the animations again.

[BrookeN]

Reach back out after the three months if you are still seeing the same behavior.