Arlo Pro and Essensial

[Oetoft]

Hi

My app is freezing, and I can’t use the camera. What to do? I tried deleting the app, but it still dosent work.

[jguerdat]

What phone and OS version? Have you rebooted the phone and tried a different phone or tablet?

[Oetoft]

IOS 15.1.1. Worked fine this morning, but then crashed and now shows the same picture all the time. I tried to restart the app and the IPhone 13.

[Mulletmike]

The arlo app will not run. I have an IPhone 12 with IOS 15.1.1. I’ve updated the app. Deleted and reloaded the app and it doesn’t work. To add insult to injury, when I contact support it says I’m not entitled to live support?!? I spent over $500 on these cameras I cannot use.
So what is wrong with the app?

[Mulletmike]

The app opens and stays on the arlo logo. Does nothing else

[StephenB]

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@Mulletmike wrote:
The app opens and stays on the arlo logo. Does nothing else

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Odd, as it is working properly on my iPhone 12 mini, which is also running iOS 15.1.1

Is this a new installation?  

Did you uninstall/reinstall the app, or just delete it from the home screen?

Have you checked the permissions in the iPhone settings?

[Mulletmike]

It is odd. The app started to act up by stalling about a week ago. So I decided to update the app. Once I did that it won’t go past the logo. I then updated the phone and still the same outcome. Delete and reinstalled the app and still the same. I have check the permissions and checked and rechecked. I also tried restarting the phone.

[ShayneS]

Which version of the Arlo Mobile app are you using? 

[Oetoft]

The newest I guess. It works on my sons iPhone 11pro but still not mine

[ShayneS]

I can't replicate this on my iPhone 13 pro max, if you can provide the Arlo mobile app version by navigating to Settings > About in the Arlo app. 

[Oetoft]

Version 3.5.8

[ShayneS]

Can you describe the crashing reference? Is the Arlo app force closing or are your cameras not updating when trying to live stream? Do you have a screenshot you can provide? Does this occur over any other devices or web portal? 

[Oetoft]

When I open the Arlo app it just show the Arlo logo and then nothing happens. I tried deleting the app and tried turning of my phone. Nothing helps

[ShayneS]

What happens if you use another device with your account? 

[Oetoft]

It works on my sons iPhone.

[ShayneS]

Can you check your iPhone's settings > scroll down until you see Arlo > Select it and see if you have all the proper settings checked on (green)

Does this occur over WIFI and mobile data?

[Oetoft]

Everything is turned on. Its the same both on wifi and 5G. Dosen’t make any difference.

[ShayneS]

Is your son able to sign in to your phone with their account?

[Oetoft]

I signed in on his phone with my account.

[ShayneS]

@Oetoft

Correct. I would like to see if your son's account can sign in to your phone/app. This will help determine if it's strictly your phone with the issue since you can sign in with your account on other devices. 

[Mulletmike]

Can someone from Arlo help me with this?

[Oetoft]

He dosen’t have an account. I just tried to sign in on his phone. But if i delete the arlo app, it still saves the settings in iCloud and when I reinstall it, it’s all the save. Still showing 99 new notifications.

[ShayneS]

You can try to restore from a previous backup on your iPhone and test again.

[ShayneS]

Does this occur on the web portal with your iPhone as well? 

[Mulletmike]

Well I think I figured it out. All of the sudden it started working.
So today I googled “ does arlo use Amazon servers”? The answer is YES. And Amazon servers were down.
This whole experience has me second guessing who I am using for my SECURITY cameras. The main issue was not getting a live person to help me and being told I’m not eligible for a live person. Had I gotten someone live and they told me the servers were down, I would have understood. Instead I was left hanging.
in this todays climate and during the Holliday season, security cameras are really important.