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iphone xs max live feed locking up phone with iOS 12.1.4

Is anyone else experiencing the "old but apparently reoccurring" issue of their iphone 10 xs max freezing up with iOS 12.1.4 and Arlo 2.7.4?  

 

I called the help center earlier this week and they had to bump me to tier 2.  Have not heard back from them since.

Model: VMC3040|Arlo-Q HD with Audio
Message 1 of 11

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Tutor

Re: iphone xs max live feed locking up phone with iOS 12.1.4

I ended up going through Apple help. We uninstalled the latest update and then reinstalled it. Problem solved!
Message 11 of 11

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Arlo Moderator

Re: iphone xs max live feed locking up phone with iOS 12.1.4

Hi @tlam,

 

Have you tried to log out, uninstall the app, restart your iPhone, and reinstall to see if that helps? Is this occurring when you're on cellular data or WiFi?

Message 2 of 11
Tutor

Re: iphone xs max live feed locking up phone with iOS 12.1.4

Unfortunately I tried all that with the first call to the help center and that is why it got bumped to tier 2. Apparently that just means you go to pergatory.........

Message 3 of 11
Arlo Moderator

Re: iphone xs max live feed locking up phone with iOS 12.1.4

Could you tell me when you are experiencing the freeze? Is it when you open the app, it freezes right away?

Message 4 of 11
Tutor

Re: iphone xs max live feed locking up phone with iOS 12.1.4

It happens the second you click the live feed play button on either camera. It opens fine and all the settings, etc, tabs work fine.

Message 5 of 11
Arlo Moderator

Re: iphone xs max live feed locking up phone with iOS 12.1.4

Do you have a grant access user on your account that can maybe try logging through your iPhone XS Max and hitting the live feed to see if it freezes on that account too?

Message 6 of 11
Tutor

Re: iphone xs max live feed locking up phone with iOS 12.1.4

The iphone 10 xs max actually belongs to my wife and she is a guest user on my account.. my iphone 7s plus has no issues. She just got her new phone a couple of weeks ago and Arlo has never worked.
Message 7 of 11
Arlo Moderator

Re: iphone xs max live feed locking up phone with iOS 12.1.4

When you log on to your wife's iPhone XS Max with your account, do you experience the freeze? And when she logs on to your iPhone 7S Plus with her account, does the freeze happen?

Message 8 of 11
Tutor

Re: iphone xs max live feed locking up phone with iOS 12.1.4

We actually tried both ways on my iphone 7 and her 10. They had me try it when I called in a couple weeks ago. Everything worked fine on my phone but it still locked up on hers in both accounts.

Message 9 of 11
Arlo Moderator

Re: iphone xs max live feed locking up phone with iOS 12.1.4

I've sent you a private message to gather some personal information from you. Hope to hear from you soon.

Message 10 of 11
Tutor

Re: iphone xs max live feed locking up phone with iOS 12.1.4

I ended up going through Apple help. We uninstalled the latest update and then reinstalled it. Problem solved!
Message 11 of 11