Critical iOS App Bug: Feed fails to auto-refresh / Manual refresh non-functional / Playback error

[Ron212121]

As there seems to be no longer an option to raise a support ticket in writing, I am starting this discussion. The email intended for the Arlo Support team.  I hope this will find its way to the Arlo Support/Development team asap

To Arlo Support Team,

I am writing to report a persistent and severe software defect regarding the Arlo Secure app for iOS (currently running version 6.39.0, albeit issue also existed in previous app versions).

Despite receiving push notifications for motion events, the app fails to function reliably, rendering the security system effectively unusable for live monitoring and reviewing events.

Issue Description:

1. Feed Auto-Refresh Failure: The Feed tab does not automatically update when new events occur.

2. Manual Refresh Unresponsive: Performing a pull-to-refresh does not fetch new events; the loading indicator either spins indefinitely or completes without updating the feed.

3. Video Playback Errors: Attempting to play recorded clips frequently results in video playback errors or timeouts.

Technical Context & Isolation Steps Completed:

 Account Type: Tested on the primary owner account and a shared/secondary profile).

 Network Environments: The issue reproduces consistently across both high-speed Wi-Fi and Cellular (4G/5G) data connections, ruling out local network, router, or ISP/DNS throttling issues.

 Troubleshooting Attempted:

 Signed out and back into the Arlo account.

 Offloaded and completely reinstalled the iOS app (clearing local cache/data).

 Restarted the iPhone device.

 Workaround Observation: The feed only syncs when the app is completely force-closed via the iOS App Switcher and cold-started from scratch. This points directly to a broken persistent websocket/session re-handshake mechanism when the app resumes from the background in iOS.

This behavior has been widely documented by numerous users on the official Arlo Community forums and Reddit for a prolonged period.

Please escalate this issue directly to your iOS software engineering team for resolution in an upcoming hotfix.

Device & OS Details:

  Devices: iPhone 13 and 15; iPad Air

  iOS/iPadOS Version: 26.6

  Arlo App Version: 6.39.0

  SmartHub Model: VMB4540r2

I look forward to your prompt response and a resolution to this longstanding issue.

[Ron212121]

In addition to the above. This behavior occurs “on and off”.  Sometimes the app works as it should, sometimes for days it fails as stated above. Extremely annoying. 

[ShayneS]

@Ron212121 

I sent you a private message inquiring about some information. If you wouldn't mind assisting.

[ShayneS]

HI @Ron212121 

Thank you for the detailed information. I'm checking in with the appropriate team, and I'll provide more info as soon as possible.