Can't create activity zones on subscribed cameras

[Flicker6]

I have 4 arlo q's two of which are subscribed to 24x7 recording.  I am able to define activity zones on the two cameras that are NOT subscribed.  The preview of the camera view displays and I can draw and save my zones.   BUT, on the two cameras that are subscribed I never get a preview of the camera view.  The display just shows a spinning wheel.  I have to guess at where to draw my zones.  I have tried performing this function in a safari browser on a mac, on my iPhone and on my fire tablet.  I have disarmed the cameras and then tried to draw the zones but still the camera preview (on subscribed cameras only) just spins and never displays.   

Any Suggestions?

[jguerdat]

I guess you could temporarily drag those cameras out of the active CVR selection and then drag them back in.

[Flicker6]

Thanks for the suggestion.  Right now I am hesitant to do that given that they are at a remote location and if I run into any issues re-subscribing them I lose the 24x7.  At this point I would rather guess at the zone position until I am on-site when I can more easily troubleshoot any issues.

[JessicaP]

Hey Flicker6,

Can you provide screenshots where it shows it's only loading when trying to set up activity zones on the cameras that are subscribed?

[Flicker6]

Jessica - you have it backwards.

The preview only loads when setting up activity zones on cameras that are NOT subscribed.  Attached is what I get when attempting to set up an activity zone on a camera that IS subscribed to CVR.

[JessicaP]

Sorry about that confusion. Let me reach out to you via private message to gather more information from you.

[ShayneS]

Hi,

There was an update that was released, this should resolve the issue. Can you test this again and let me know how it goes.

Thanks 

[Flicker6]

The update has not resolved the issues   I am still unable to see what the camera can see when setting activity zones on subscribed cameras.  I just see a "clocking" gray screen.  I tried in both the iOS app and the safari browser on a mac 

[ShayneS]

Does it occur on the Arlo app with v3.6?

[Flicker6]

Yes it does

[Flicker6]

Verification I am using 3.6

[ShayneS]

Thanks, I'll provide another update as soon as possible. 

[3millio]

I have been having this exact same issue for months.  Preview never comes up nor the ability to create zones.  Have tried on app and browser - same result.  Cameras all have 24/7 recording subscriptions.  Any update?

[3millio]

If it's at all helpful, here is what I see on Chrome's dev console when it tries to bring up the preview image - gives a 404 error on the image resource (that just spins like it's trying to load), and if I try to simply go to that resource's URL on another tab, I get:

<Error>

<Code>NoSuchKey</Code>

<Message>The specified key does not exist.</Message>

<Key>f148d53b_b453_49d4_8436_ebaf55721b5f/336-5161218/4SS174S240709/fullFrameSnapshot.jpg</Key>

<RequestId>4RZ5DWKD4BECP4A3</RequestId>

<HostId>lShfe98Z06vH4WcPBo2SJyUUUIwgYyonGWiA4rjB7wlvxavYVsLyrp58i8SWOWkvyTbIHuv0r+I=</HostId>

</Error>

[Flicker6]

Glad to know I am not alone! I have provided logs and they continue to investigate.

[ShayneS]

Hi,

There was a backend update that should have resolved this issue, can you test this again and let me know how it goes?

Thanks 

[Flicker6]

This updated HAS resolved the issue.  

Thanks

[ShayneS]

Awesome, I am glad it's fixed. Let me know if you have any other questions.