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.

[Somervre]

100% wrong.  I have not gotten animated previews ever since you guys messed up something on the cloud.  I now get a single frame preview, with a "person" (or whatever) in a green box, and a red "play" triangle at the bottom right.  The preview is not animated.  If I click the "play" triangle, it takes me to a live stream of that camera.  This has been broken for awhile and I have already spoken with multiple supervisors in the support department.  They know the issue is being looked at by their programmers and they even told me it was scheduled to be fixed (I forget when exactly).  The left hand does not know what the right hand is doing between this forum, the support folks, and the developers.  Worst IT management I have ever seen (and I work in IT so I can say that).  I made them give me a full month of my subscription for free.  I recommend everyone do the same as it seems there isn't enough financial incentive for Arlo to fix this yet

[NoMotion]

Until recently  I did get animated notifications for non-generic motion. But now persons, vehicles and animals result in a notification with a still picture - weirdly there was one animated notifications for a (falsely) detected package a couple of days ago.

[a102768]

@BrookeN , can you please clarify if alerts I receive from my one camera that is on a plan, which is the Basic Single plan, should look like the first one in my previous picture or the second?

At the moment I am currently only ever getting ones like the second, so no picture of any sort on any alerts.

[BrookeN]

Correct, I let the development team know you are seeing this behavior. They are currently investigating it, I will up date you as soon as possible.

[gtippett]

@BrookeN, I am having the same issue... please review my open case 44469734.  It is frustrating as the escalation team has asked for a call back time, but no one is able to help me with this.  I want to talk to them and they want to talk to me.  

[BrookeN]

The development team does have a fix in the works for this. I will update the community as soon as it is available. 

[gtippett]

@BrookeN, please ensure the development team understands it is sporadic.  Majority of the notifications are simple static, but once in a while I get one that is animated.  It appears when the camera captures a short interaction , the chance there is an animated notice is slim to none.  

[a102768]

@gtippett , feel free to start your own thread but my issue is different to yours. I lost all images on notifications, static or animated , when I changed plans.

They came back immediately when I switched to an all camera plan and I lost them again when I switched back to a single camera plan. 

@BrookeN , I presume the fix we be on the back end so I won’t need to update my app or wait for camera firmware?

[gtippett]

@a102768, The issue that I am having (I believe) all started when Arlo brought out the new AI feature.  Which is linked to the subscriptions and the new "plus" version.  The fix they are working on is addressing that I hope, which should address the missing animated notifications that we are both experiencing.