Arlo Pro 5S devices display

[KKS-Col]

Using an iPad app (latest version) . I opened the Arlo app this morning in order to view current camera views. There had been NO alerts during the overnight period. Every camera view (7 of them with a mix of Pro2 and Pro5) went to a “night” display, black and white, as though an alert had happened on all of them; every one for a time (upper left corner of image) stated “now” as though it had just happened, but it was daylight and the image was nighttime. 3 of these are connected to a hub and the others are wireless connections to the internet.  This is the first time I’ve seen this happen in nearly 8 years of using Arlo cameras.

[KKS-Col]

In case someone thinks this issue has gone away, here are screenshots of what was displayed on the Arlo app on iPad this morning, 9/19. Darkest image (with snow) is actually the morning of 9/18 when snow had fallen. The snow dried up during the day and the brighter image is livestream 9/19.

[KKS-Col]

Actually I typed that backwards. The dark image was the livestream with the camera lighting the foreground. It states “live”.

[BrookeN]

We do not think the behavior you are seeing is resolved. The engineering team is still currently investigating.

[Killhippie]

I'm still having exactly the same issue as KKS-Col. I had four alerts last night and when I opened my app on the iPhone or iPad they al went to a night infrared image for some reason or a day time time image on the iPad, saying now for the time slot and its daylight! The videos at night do not stick as the last image shown as they should in the dashboard. I'm having exactly the same issue as the the other KKS-Col in this thread, and I am fed up of it happening, during the day images change to just now now just by opening the app with no detection being made as they are set to standby when I am at home, I use these for help as I am disabled and in the day I can manually activate if someone comes to my door, the come on to a schedule at night. When will this be fixed as I cannot see why I am paying a subscription for a mess like this, I even tried your secure AI subscription and the same thing occurred so I went back to the basic 4 camera one, at £11.99 which since its broken feels like I am being ripped off, and your support staff don’t even know how the cameras work and loose my threads and close my cases down and I am so fed up of this awful support now and hardware thats not working and keeps shoring random images some I know I have seen before which seems like that is breaking the data protection act in the UK as they should not be in the cloud after deletion! 

 I had to get one to ask her manager to confirm to her that the last video recorded by a detection should stay on the dashboard widget as the last image seen but they did not believe me until he confirmed that’s how it works. I am truly fed up of this. At least someone else is having the same issue as myself but I wish you could sort if for the both of us.  I 

[Killhippie]

WEll my cameras are still doing this I was told iOS is to blame, but tbh I am fed up of recieving no help from support and the images just randomly changing, will a firmware update be released soon to sort this nightmare out its been going on for a month now on all apps for both cameras, I check the app and thge images randomly change saying "now" when they are not even armed, and they keep shoing images that were used by the camera during set up which I retried several times but it will not show the image of any latest event and they just keep randomly changing on their own throughout the day. 

[BrookeN]

@Killhippie I have passed this information onto our development team. I will provide an update as soon as possible. 

[Killhippie]

Any news yet on this behaviour? I feel like I should not be paying for this mess while nothing gets cleared up.  

[BrookeN]

The development team is still investigating this behavior. 

[Killhippie]

Still waiting, seriously about to bin these ridiculous devices. Since you added AI everything has gone bad and im not using any of it, its bad enough trying to get the correct image which shows in my browser on my iPhone how hard can that be and why does it keep bring back images that SHOULD HAVE BEEN DELETED isn't that a data protection issue? when I clear the privacy why are these images still allowed to rotate across both cams. Sick and tired of this mess tbh.

[BrookeN]

Are you saying the videos you delete out of the feed are showing back up? 

[Killhippie]

the videos that keep appearing saying "now" randomly when you open the app are not from "now" like they say they are older shots taken from before, so yes how else would it tell me its pitch black outside with a infrared image at noon? 

[StephenB]

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@Killhippie wrote:

the videos that keep appearing saying "now" randomly when you open the app are not from "now" like they say they are older shots taken from before, so yes how else would it tell me its pitch black outside with a infrared image at noon? 

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Are these recording?  Or are you talking about the thumbnails on the dashboard and devices screen?

[KKS-Col]

Kilhippie will have to respond to the “deleted images” issue.

But, the images that appear and state “now” when it obviously is NOT now are displaying in the devices and dashboard screens. When you open the app and the devices screen, you see flashing on the images and a picture is displayed that states “now”. They are all “updated” without any user actions and there are no alerts from activity recorded by the cameras. If you then livestream, it reveals that the image is not “now” as stated since the light on the scene is totally different.

This has been occurring for more than a month. Supposedly engineers have been working on this. Has anyone checked it out using an iPad of the latest M4 system?

[BrookeN]

@Killhippie the Now is working as expected as I had previously stated. However, the thumbnails you are seeing when it is showing night instead of day is not working as expected. And we are currently investigating that as I had posted above within this thread. I apologize for the frustration this is causing. Our development team is working on a resolution. As soon as I get an update, I will let the community know. 

[KKS-Col]

Brooke, the Now is NOT working as the users expect. Now should mean right now; it should be exactly what the camera has just imaged, not something from hours ago and quite possibly it is an image that was not captured during an alert or livestream event. NOW IS NOT WORKING PROPERLY.

[StephenB]

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@KKS-Col wrote:

Now should mean right now; it should be exactly what the camera has just imaged

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I think @BrookeN  is saying that something was imaged recently, but that the thumbnail is wrong.

@BrookeN - is there any info available on how far back a thumbnail can be captured, and still be labeled as "Now"?

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@KKS-Col wrote:

quite possibly it is an image that was not captured during an alert or livestream event.

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FWIW, I think that's always been the case if you have activity zones enabled.  

[Killhippie]

I don’t have activity zones enabled and this random action to flipping to "now" was never something my cameras ever did and now is not night time on a sunny day or a cloudy day on a sunny one or broad daylight at night time! 

[Killhippie]

Some of the "now" images are older ones I have seen before not ones taken 'now' I mean how can it be the same bright sunny image I say a few days back at 8PM in the UK? I believe these are cached images.

[Killhippie]

The thumbnails.

[StephenB]

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@Killhippie wrote:

I don’t have activity zones enabled and this random action to flipping to "now" was never something my cameras ever did and now is not night time on a sunny day or a cloudy day on a sunny one or broad daylight at night time! 

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FWIW, I didn't say it wasn't a bug.

There are some other situations where the camera will capture an image - one I know of is that this can happen when the camera checks for a firwmare update (which generally does happen at night).

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@Killhippie wrote:

I believe these are cached images

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Yes.  Obviously not taken "now".

[Killhippie]

Sorry if I came over a bit snappy it hasn’t been a good year and I’ve lost my mum not so long ago. I’m just filing it hard but trying to deal with who keep wanting me to tap my profile picture and get logs which just doesn’t work on my phone and yes they are obviously cashed images but they shouldn’t be held on the server and surely when you’ve pulled the battery, everything should be reset unless I have to delete my whole profile and start again but when you’re in a wheelchair that’s not fun. It’s been doing it for getting on for two months now when you open the app you’re not quite sure what you’re going to see but thank you for your help I really do appreciate it. I just wish it could get sorted so it doesn’t feel like it was wasted a lot of money on two cameras to protect my home and to give me access to the outside well when someone’s at my door so I don’t have to try and struggle to get there in time in my electric chair for them to act so bizarre so sorry if I came over in anyway the wrong way

[StephenB]

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@Killhippie wrote:

it hasn’t been a good year and I’ve lost my mum not so long ago. 

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Sorry to hear that.

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@Killhippie wrote:

yes they are obviously cached images but they shouldn’t be held on the server 

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They might be cached on the phone.  Do you see the same thumbnails on my.arlo.com (using a PC)?

Though of course they would be on the server at some point, otherwise you wouldn't see the most recent thumbnail when you restart the app (or reboot the phone).

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@Killhippie wrote:

 trying to deal with who keep wanting me to tap my profile picture and get logs which just doesn’t work on my phone

What model phone do you have?  What version of Android/iOS is it running?

Normally you tap the profile in the upper left, and then tap whatever title is in the top center three times.  There should be a popup at the bottom of the screen giving you the option to email the logs (other options are "share logs" and "Cancel".

[Killhippie]

Its an iPhone 16 Pro on 26.0.1 I removed the app awhile back and reinstalled it, still getting images that are not from Now (as in the thumbnail from the last event) So iOS all was fine until they an app or firmware update caused the same issue as the other user, we are both having identical problems, its so bizarre. Thank you for you kind words by the way, and I am sorry if I was snappy, grief does odd things to the way we think.

[StephenB]

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@Killhippie wrote:

Its an iPhone 16 Pro on 26.0.1 

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FWIW, you've moved to iOS 26 quicker than me (I am still on 18.7).  Generally when Apple does the major update I wait until they force the update, in order to avoid any early app issues.

What happens when you use the procedure I gave above for sending logs?

My app only shows "now" as the title when the notification just happened.  Generally it gives me a time-ago (usually minutes or hours).  The thumbnails look correct (generally aligned with the feed recording, and never obviously wrong).  So my experience here is different from yours. 

I am using an iPhone 12 mini and the 6.5.0 app - but I doubt the phone model makes any difference with this.  Any chance this began when you upgraded iOS???

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@Killhippie wrote:

 ... grief does odd things to the way we think.

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It does.  But while it's clear you were upset/annoyed by the problem, you still stayed within the forum guidelines.  So no need to apologize.

[Killhippie]

I had the issue on iOS 18 as well, so its not a iOS 26 issue, Arlo said there is a issue (iOS 18) with it polling the camera to many times with background app refresh on, not useful. I have received new firmware, it almost worked but still having the issue, it kjust switched to now showing to thumbnails pitch black outside at 11am! Honestly thinking of dumping both cameras as this is getting ludicrous now. Its a sorry state of affairs.