Known bug, nothing to resolve on the last update, been told engineering are looking at it several times now, still we await resolve. Very slow, very poor customer service, not good 🤕
I have the same problem with zoom on iOS. Support gave me the run around, making me attach screen pics and information about this problem, when they already knew it existed. I am pretty upset that this feature has been taken away. I started with 2 cameras and bought 5 more after I liked the service. Unfortunately after this "bug" most of the cameras are useless since I cant zoom more than 2x.
PLEASE FIX THIS ALREADY. This is not a small issue, it severely compromises the usefulness of these cameras.
Yeah, they updated the app, but still haven't fixed the zoom. This has been going on for several months already. How about fixing it for us? It is ridiculous that you have taken a key feature away from these product. WIthout the zoom, my cameras are almost worthless.
Any progress on resolving this issue? just purchased the arlo 2 last Saturday - features mentioned 8x zoom but the app only allows up to 2x... This is one of reasons why i bought the arlo q.
I presume a rep from Netgear is monitoring this thread - Hence, update please?
I am also considering returning mine. It was excellent as a baby monitor. I could view them while away from the house and also zoom in to check respirations and if their faces were covered. Now with the 2x zoom, it's pretty worthless. I'm new to this forum. How to we get things escalated?
Still waiting for a fix for this. My wife has the old app and can happily zoom up to 8x, while I am stuck with 2x.
For what it's worth, on iOS, if you stay in the overview page (when you open the app) you can actually zoom in 3x!!
Really hoping Netgear fixes this issue, it's really disappointing. Who needs 1080p if I can't zoom in to see the details?
I returned my Arlo q. After talking to customer service on the phone and over e-mail with responses from 4 different people in the past week, all of them said we are aware of the zoom issue but absolutely refused to answer when an update would be available, or if they were actually fixing it. I asked if the product was being discontinued and they also did not answer. Tech companies that are working on app fixes usually have a scheduled release date and are happy to inform their customers.
Needless to say it's been over a week since then, no call. Over 3 months since the issue was first raised. Clear cause communicated by multiple users (the IOS app update) but it would seem engineering cannot diff the code between versions and fix the issue. That or they are choosing not to. Either way Netgear support is showing complete contempt for their customers.
We're told that the magnification level is the same, however the label (2x for Portrait Mode, 3x for Landscape Mode) has changed. Can anyone confirm this please?
In short Daniel, you haven't been told the truth. I'd suggest given the versions and other information supplied by your users in this thread that you first replicate the issue and report back.
Look at the version it broke. Look at the version prior. Compare the two. What did you change? Which change is related to zoom limits? Change it back.
This zoom issue was brought up again in a meeting I attended this morning. It's getting some attention now, and I'm hoping to make some progress on it. If you have an active case with Support about this problem, please send me a private message with that number so I can read it and gather the details. Thank you.
Yeah. I spent over $1000 on cameras for my home. Kind of ridiculous that they havent fixed this yet. They have said engineering was working on it. Now we are told that was just discussed in a meeting 5 months later. We should start a class action law suit. Maybe that would get their attention...
Thanks Daniel for hopefully addressing this issue.
JamesC NETGEAR Moderator
2017-05-09 09:27 AM
Re: Arlo Q camera Zoom
I have escalated this topic for review. I will post an update when I have more information.
Message 5 of 50
5 months on after escalation ???
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