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.

[a102768]

Hi @BrookeN , I understand that but I am simply asking if I can expect to see an image of any sort when I get a Motion Detected notification for my camera that is covered by the Basic plan because this is still all I am getting:

[BrookeN]

Yes that is normal behavior for the basic plan, you would need to have the Plus plan. 

[a102768]

Thanks @BrookeN , that would explain that then.

Has Arlo been slowly stripping all features out of the basic plan then as I used to get everything a few years ago when I bought my Essential camera, even object recognition, and as per my original posting I was getting images on the basic plan as recently as November last year then they suddenly stopped, which is why I started this thread.

It sounds like I am just paying for cloud storage now then as I would get the same alerts using my hub and no subscription?:

[Mavr88]

It's weird cause they automatically upgraded my plan to a "plus unlimited" when I had the "basic unlimited". I didn't do anything and I certainly didn't pay a cent more. So, what I'm thinking is that they didn't fix anything, the basic plans are still completely useless, but my issue was "resolved" and I started having the animations and snapshots back again because my plan changed completely. At this point, if the basic plans just include text notifications, no images or anything, just like you said, you're just paying for cloud storage. It's a complete ripoff.

[a102768]

If I thought it would bring the image back in the notification then I would pay for Basic Unlimited as I realised recently that my wife can't see the historical feed from the camera and doorbells that aren't on a plan because they go via the hub and that doesn't appear in the app for people who aren't the main account holder.

She would have to log in as me to see what I see, which is a potential solution, I would just have to trust her not to fiddle with the settings!

I don't need the AI feature though so can't see the point of paying extra for that.

[a102768]

@BrookeN , I have just picked up my phone to check on something and realised that I received a notification with an image earlier so the system is clearly capable of producing one on the Basic plan!

When I long pressed on the notification, it showed me the video clip from the feed. This is what I was experiencing on the basic plan up until November so can you please double check what I should or shouldn't be getting as I don't think the information you are giving me is correct?

[Mavr88]

This exact thing was happening to me as well. Out of 20 notifications, maybe 1 or 2 had an image just like this. Clearly the system and basic plans can display them, but they filter them out on purpose and sometimes every once in a while, one doesn't get filtered out.

[a102768]

The Basic plan certainly used to have them so functionality has been reduced if they no longer should have them but I am still not sure if it is a bug or design as I have had now had both explanations from @BrookeN.

It would be good to get confirmation either way then I can decide whether to chuck them away and move on to a different manufacturer or wait a little longer for the bug to be fixed.

[BrookeN]

I have reached out to the development team, I will update the community as soon as possible. 

[a102768]

Thanks @BrookeN , Jeff has already reached out.

He has confirmed that I should be getting images in alerts on the Basic Single plan and I also spotted this in the web interface which confirms it. Now we just need a fix 🙂

[BrookeN]

Thank you for providing that update.