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Initially the notifications stopped, which I believe has been remedied. But now, I'm unable to open the app without it crashing on my iphone X. Support has yet to respond and this started 4 days ago. I wish I could return these cameras/system. Such a waste.
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A new version of the iOS Arlo mobile app is now available that should address this issue. Please visit the app store and make sure you have the latest version installed.
Release Notes - iOS App 2.5.2 - 31st May 2018
JamesC
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I am having the exact same issue on my iPhone X as well. The notifications are finally fixed. But the app crashes all the time. I uninstall it, re-install it, restart the phone, etc. and it still crashes. When I say it crashes, I mean I click on the app and it flashes the white screen with the Arlo logo for about 1 second and then minimizes to nothing. Thank you for sharing this issue Stuandmandi! Hopefully we will get some relief soon!!
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Thank god the notifications are fixed - but now being unable to view them is nearly the same issue... LOL, this is the response I got from online support/chat:
Hi . Thank you for choosing NETGEAR.
1:11:19 PMPlease be informed that your device comes with 1 year of Hardware Warranty.
My name is Antonette with Expert ID 46514. How may I assist you today?
Hi Antonette, the Arlo app keeps crashing. I'm unable to open it
1:12:09 PMSo when I get a notification, I'm unable to view it. I've tried uninstalling and reinstalling and receive the same issue.
1:12:29 PMThank you for that information. I will be glad to assist you today.
1:12:52 PMAre you using the Wifi?
1:13:14 PMI've tried wifi and without wifi
1:13:44 PMSame issue on both
1:13:47 PMYou mean via Mobile Data?
1:13:57 PMYes.
1:14:03 PMOkay, please provide the information below:
1:16:49 PMInternet Service Provider
Modem Model
Router Model
I have sent this in, for a previous issue
1:17:35 PM30069668
1:18:05 PMprevious case
1:18:09 PMand 30041455 previous case
1:18:34 PMWhich from the two is your Internet service provider:
Comcast xfinity or Telus?
Telus
1:19:56 PMOkay, how about the Modem and Router Model?
1:21:28 PMShould say in one of the previous cases
1:22:20 PMI'm unable to view the previous cases as they've been closed without remedy.
1:22:37 PMUpon checking, you haven't mentioned those 2, only the ISP.
1:24:04 PMI believe I'm not the only one with this issue. When will there be a resolution?
1:24:35 PMEven when I'm not on wifi, the app still crashes. So I really feel like there's no use providing any modem information at this point.
1:25:03 PMWe are aware of an issue where some users are unable to login to their Arlo apps, or are seeing the message “We're sorry, Arlo is currently unavailable. Please try again later". We are actively investigating this issue and are working to resolve it.”
1:25:16 PMWhen I tap on the app to open my notification, it closes immediately. AKA crashing
1:25:41 PMOnce we got those information, we will send it to our Engineering Team for further investigation.
1:25:59 PMI can't even see an error message or login page
1:26:00 PMFor a security system, I'd say being unable to view the camera (via the app, the only way) is a huge risk
1:26:27 PMOkay, let us try to reset the password of your email address, would it be okay with you?
1:27:10 PMNot trying to pester, but may I ask why that would be applicable to the issue?
1:28:06 PMI'd say it's an app issue with the last app update
1:28:22 PMI can't even view the login page as when I click on the app, it immediately crashes
1:28:38 PMOkay, for this case Stu, please uninstall the app > turn off your phone for 2 minutes > reboot your whole network for 2 minutes, unplug the router/modem, base station and Ethernet cable for 2 minutes. The connection needs to be restart because the Arlo servers could not find it.
1:30:57 PMTake note of this Case ID: 30192648 and contact us back once done for us to proceed.
1:31:22 PMCan you please email those instructions to me?
1:31:53 PMAlso, why wouldn't it work on my mobile device? NOT being connected to wifi?
1:32:13 PMAll this talk about wifi and modems... what about using regular cell phone data? Why is that an issue still?
1:32:27 PMI will just email you the steps for further isolation. Take note of this Case ID: 30192648 and contact us back once done for us to proceed.
1:33:12 PMAll this talk about wifi and modems... what about using regular cell phone data? Why is that an issue still?
1:33:31 PMAs said, we are having issue now in logging in on the Arlo App, on your case, it's not you who is experiencing it, we suggest you to do those steps and try again. Better to contact us back once done so that we can continuously assist you.
1:34:55 PMThat's not my question
1:35:18 PMYou're instructing me to reset my wifi modem
1:35:24 PMThat's one thing
1:35:26 PMBut howcome I'm still unable to open the app when I'm NOT connected to wifi
1:35:35 PM?
1:35:36 PMThere will be changes after following those steps provided.
1:36:15 PMYou're instructing me to reset my wifi modem
1:36:24 PMI'm not asking about wifi issues
1:36:28 PMWhy is it that I'm still unable to open the app when I'm NOT connected to wifi
1:36:38 PMUsing my cellular data as you said
1:36:44 PMWhy is that still a problem?
1:36:49 PMPlease be informed that in this type of cases, these are the workarounds to do.
1:37:00 PMI'm not on wifi, and I still cannot access the app
1:37:16 PMPlease provide me with necessary steps now
1:37:20 PMIs that clearer?
1:37:27 PMPlease uninstall the app > turn off your phone for 2 minutes > reboot your whole network for 2 minutes, unplug the router/modem, base station and Ethernet cable for 2 minutes. The connection needs to be restart because the Arlo servers could not find it.
1:37:50 PMNetwork, ethernet, router and modem
1:38:02 PMHAVE NOTHING TO DO
1:38:04 PMwith cellular data
1:38:08 PMI want to access the app, but I am NOT on wifi
1:38:29 PMPlease help troubleshoot
1:38:33 PMIf that would be the case, we will send this information to the Appropriate Department for further investigation, please know that our Engineering Team are actively working to fix this issue. Once we got an update, we will then notify you back as soon as possible.
1:39:32 PMYou can also check this link:
https://community.netgear.com/t5/Arlo-Stories/Arlo-App-Login-issue/m-p/1578904
I've already posted in the community and have not received a response
1:39:57 PMAlso, keep visiting our site for further updates from our Management.
1:39:58 PMI've also sent an email yesterday or the day before and have not received a response
1:40:07 PMI do apologize for that, since we are still collaborating with our Engineering Team.
1:41:36 PM
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WOW - I certainly expect better from a help desk. I can see how frustrating that must have been given this is NOT a wifi issue!
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iPhone app keeps crashing and will not open.
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Hi arlo Tech Support,
I also have the same problem, just got myself an Iphone X and the Arlo app will not open, flashes up and then closes down completely.
I hope this can be resolved quickly!
Thanks
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For those of you experiencing this issue, do you have face ID enabled? We're currently investigating an issue that some users are experiencing when face id is enabled and hope to be able to provide a fix soon. I will post an update when I have more information.
JamesC
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Same here, I believe this is an app software problem and need major attention from the company
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Hi James,
Yes, I was using Facial Recognition on my app. However, I cannot turn it off since I cannot get into the app 😞
Thanks for working on this!
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Yes, I had Face ID turned on and it's crashing.
I removed the Arlo app, re-installed it, when it asked if I wanted to use Touch ID, I said no. Now the APP works. It looks like it's having a good one now. A very merry good one.
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Interesting. I re-installed the app and it asked me if I want to enable touch login, but the iPhone X doesn't have touch login. I said no and now my app works!! Thank you!
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A new version of the iOS Arlo mobile app is now available that should address this issue. Please visit the app store and make sure you have the latest version installed.
Release Notes - iOS App 2.5.2 - 31st May 2018
JamesC
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Works again - thanks JamesC
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Many thanks James! Mine is working again!
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