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.

[eloi_e]

It's not just you.  I haven't seen one since I did their latest update.  Selecting the notification also takes you to the live camera not the recording, so it's not very easy to see what was going on, especially if you have a lot of cameras with a lot of activity in the feed.

[eloi_e]

wow

[Jbyrd123]

This has been happening to me top i will have a green box go around said detected ting but not animation and then some of them will work properly and show me 

[Jbyrd123]

I've also done this and checked all setting some of my notifications are animated and other aren't 

[Somervre]

I’m having this same problem!!  Ever since I added a new Pro 5 and doorbell to my existing hub +  3 Pro 4’s. I had to update the iOS app when I added the two cams so I’m not sure if it’s the app or the new cams or the trial

plan that happens with automatic after install. I do have subscription plan though that should cover all the cams. Weird thing is it started working (the animated preview) randomly one day and then stopped again. ARLO APO DEVELOPERS…can you respond to this please??🙏🏼 

[BrookeN]

Are you still seeing this same behavior?

[Somervre]

Yes.  I just removed my iOS app, and then downloaded the newest version of the app from the app store.  I now get a notification when "Person" is detected.  When I hold-click on the notification on my iPhone, the pop-up window opens and shows a single image preview.  The person is identified with a green box and there is a "play icon" in the bottom right.  The single image is not an animated preview.  Just a single image.  If I click the "play icon" it just changes to a live stream of that cam within the pop-up window.

[eloi_e]

Still no preview on latest Arlo Secure Android app update (December 14).

[BrookeN]

Are you now seeing the animated previews?

[a102768]

@BrookeN , my 3 month trial has come to an end and I decided to drop back to just having a single camera plan and use my hub to cache the feed from the others as I only really need notifications from the main one. It probably comes as no surprise that I have therefore lost the smart notifications again for the one camera on the plan.

Is there anything you can do to fix it please and is it possible to get my plan upgraded to all cameras until a fix can be found as I am pretty much just paying for cloud storage at the moment so might as well just cancel the plan and use my hub instead for all cameras?

If I long press on one of the notifications to get a preview of the image I just get a white box pop up:

[BrookeN]

@a102768 can you please try to log out of the Arlo app, restart the phone and then log back in and set off a camera and see if you can see that notification box. 

[a102768]

@BrookeN ,  thanks for getting back to me. I have just tried that and no difference, unfortunately.

I am also seeing the same results on my iPad and my PC browser notifications so I am pretty sure it is account based, not device.

This alert on my PC usually has a still image in it:

[NoMotion]

I started having the same problem too recently on my Android device: no animated previews, tapping on the notification takes to the live view. 

[BrookeN]

I will have the development team look into this further. Before I do that can you provide what type of device you are using and what the software version is on that?

[a102768]

@BrookeN , if that was aimed at me then I am using an iPhone 15 Pro Max running IOS 18.3.1, a 10th gen iPad running 18.2 and a PC running Windows 10 and a Chrome browser.

I don't think my issue is device related though. As soon as I switched to a plan to cover all of my cameras and doorbells I got the thumbnail in the alert back and when I dropped back to a single camera plan I lost it again.

I presume I should actually see the thumbnail on the basic plan?