Not Able To Access Mode On Android App!

[Redmoonstar]

 Just wondering if anyone else is having problems with the app on android. I am able to log in,  see my devices access my library and settings but as soon as I try mode it shuts the app down and I can't see or change modes. I have cleared cache restarted both my phone and tablet and still am unable to use mode. 

Anyone else having this issue? This started on Wednesday. 

[Streak2]

Mode on my S7 Edge running 8.0 working fine.

Try deleting and re-installing the app.

[Redmoonstar]

I have deleted the app and reinstalled ( this gave me the mutiple notifications per event) I have forced stop the tablet and phone apps, cleared data and cache and it still shuts the app down when I try to acess the modes. I have an S8 on Android 8 and found if I turned off the wifi I could access from my phone for a short time but now I am unable to. I've had to uninstall, reinstall, clear data, clear cache, force stop then restart my phone to get it to work once! We are going away for five weeks and I am going to be unable to change modes! I restarted my phone after uninstalling and again after reinstalling just to get it to work once. I have tried this on my tablet but it still shuts down the app when trying to access modes. This system has deteriorated rapidly since the May update, I have had to buy outdoor charging cables due to the battery drain and the batteries needed charging every couple of weeks or less and it would have left us without a system when away. I have one camera that I can't put an outdoor charging cable on and don't want to give netgear any more money as they should work as they did pre May update. My motion detection is now terrible at 100% for all camera's it continually misses people and it no longer records to the set time so again miss events! I am now going to trial the Roelink Argus 2 while away and if this is better will be asking for my money back for this system.

[ShayneS]

Hi Redmoonstar,

Have you tried to reboot your base station?

[pc2k17]

Do an uninstall and reinstall of the app, but before you do, turn off automatic restore of apps, google backup, samsung backup. Once all off and all backups deleted, reboot phone. Then uninstall and reinstall. If you don't turn off auto restore and delete the backups you just reinstall the corrupted settings.

[Redmoonstar]

I have rebooted my base several times,  I uninstalled and reinstalled the asp (All back ups turned off in settings) restarted my tablet after uninstall and again after reinstall still cannot access modes it just shuts down. I am on the trial firmware for the battery drain could this be the issue?  Battery drain is still  happening and it seems to be while disarmed that they drain.

[pc2k17]

@Redmoonstar

I have the trial firmware and have no battery issues and can access the Modes via android and web browser fine.

I'm pretty sure the Modes and Rules load from the Arlo servers. I don't think they are stored locally. If that's the case, when you try to go to Modes on different devices and it crashes on different devices, then it sounds like your Arlo account is corrupted.

If Modes are stored on Arlo servers you'll either need to speak to someone higher than the level one phone support (an engineer perhaps) and see if they can fix your account. If Modes are stored in the base, maybe removing everything and factory resetting the base will fix it.

[Streak2]

Can you access modes when you use the web interface 

https://arlo.netgear.com/#/login 

[Redmoonstar]

Yes I can access modes on my win 10 PC I can access the modes on my tablet and phone after I go through the whole remove app,  turn off back up, restart phone / tablet,  reinstall app,  restart device,   but only straight after doing this and maybe once after then it goes back to shutting the app down. I'm not going through this every time I want to change modes using my android device. Both my devices were working perfectly until the last week in August. 

[pc2k17]

If you can access the modes via a browser on windows then that would lead me even more to believe you have account corruption on the android app side. I don't know how the Arlo system works with 3 different OS's and three different apps, but it appears to me that even though the android app modes and browser modes look the same, I think they are separate "databases" that sync with one another. I say this because about a month ago, all the rules in my android app suddenly and all by themselves changed all their names to "motion trigger". Every rule in every Mode is now named "motion trigger", but when I look at my rules in a browser everything is normal, all rules are named correctly. I tried everything I could think of to fix it but could not. This leads me to believe where the android app and a browser pull data from is separate and on the android side something went wonky in my account (rules). My guess is something has gone wrong with the android side of your account as well.

[Streak2]

Try and wipe the cache partition on your Android device.

On my S7 Edge this is the procedure

Wipe cache partition

1. Turn off the device.
2. Press and hold the Volume Up key, Home key, and Power key at the same time.
3. When the phone powers on, the Android System Recovery screen appears approx. 30 seconds later.
4. Release all of the keys.
5. Press the Volume down key to highlight "wipe cache partition."
6. Press the Power key to select.
7. Press the Volume down key to highlight “yes” and press thePower key to select.
8. When the wipe cache partition is complete, “Reboot system now” is highlighted.
9. Press the Power key to restart the device.

[Redmoonstar]

Thanks I did the wipe cache partition and it allowed me to access modes once then back to shut down app. The only way I can access modes is to go to apps in settings open arlo,  clear cache, clear data and force close app. This allows me to access one time and if I'm quick enough change the mode before it shuts down the app.I had no problems with the app on either of my android devices until the last week in August, I can check the camera's, live view and look at the library with no problems it's just I now can't access modes!

[pc2k17]

More info pointing to account corruption on the server side. You wipe cache partition, which clears all your Arlo mode information from your device. You log back in and the app connects to your account on the Arlo servers and downloads and displays information for your modes from the server. This also seems to be caching some data, being pulled from your account, which is potentially corrupted. Works once since your still in your same session, but once you close and re-open it crashes because the corrupted data has been stored on your device again.

I really think your only options at this point are to try and get someone form Arlo to fix your account or create a new account and start all over. Especially if you see this same issue across multiple devices. You know then it's not the device, it's your account.