Snapshot Recording no longer working since 3rd Feb 2024

[Ig2024]

Since about 3rd Feb all the Snapshot recordings from my Pro5S cameras are showing blank (dark grey box on iPhone app, just nothing on my Arlo web dashboard). Nothing has changed my end - cameras charged, Wi-Fi strong, software up to date. Have done software reset, hardware reset, reset net work etc but nothing helps. Cameras are fine - live view works, video recording works etc. Camera’s are only a couple of months old.

Can anyone help? - has there been a central change to how snapshot recording is working that might have created a bug?

[jguerdat]

Have you rebooted the phone and reinstalled the app?

[Ig2024]

Yes reinstalling the app makes no difference, The webclient/dashboard has the same issue so not to do with the phone.

[Ig2024]

 Here is what it looks like on the phone app - similar on the web app.

[jguerdat]

Any chance Night Vision is disabled in the camera settings?

[Ig2024]

No - snapshots are blank during daytime and night vision is on.

[Ig2024]

************* UPDATE 06 Feb 2024 - STILL NOT WORKING *******************

The issue is ongoing (rendering my camera’s and subscription useless) but there are some strange nuances to it:

1. If I am logged into the iPhone app and looking at the feed while a snapshot is taken it will be visible. If the app is not being looked at on the screen or not running the snapshot will be blank on the iPhone feed and will remain forever blank. So basically unless I look at the feed all the time on my phone the snapshots will all be blank - so not useful,

2. When I got into the myarlo internet app all snapshots show blank in the feed. One time after looking at the feed for about 3-5 mins some of the blank snapshots appeared visible (but only like the last 15 and even then some are still blank). If I go back to the iPhone app feed the ones the myarlo internet app made visible are still not visible in the iPhone app. I struggle to reproduce this behavior in the internet app (making some of the snapshots visible) as sometimes I’ve waited 10-15 mins and nothing happens.

Hoping someone can help.

thanks,

Iain,

[jguerdat]

I note that the thumbnails can be slow to fill in when first logging in lately. It's not as extreme as your issue seems to be but may be related.

@JamesC , @ShayneS , @BrookeN can you look into why thumbnails are slow to fill in?

[BrookeN]

@Ig2024 are you the main account holder or an authorized user. 

[Ig2024]

Hi, yes I am the main account holder.

[BrookeN]

Are you on an android device or an iOS?

[Ig2024]

IOS …and just an update it seems to all be working again now??

[BrookeN]

Perfect! I am glad it is working again.