Arlo Secure Crashes when device tab selected ed

[mgsimmer]

Please fix the app so the app doesn't crash when the device tab is selected. The app has been uninstalled and reinstalled and the cache has been cleared multiple times. The older app worked fine. Does anyone have this issue?

[alex_loo]

is yours iPhone/Android?

What version?

Mine is 5.2.2_28766 for android.  "Devices" clicked and things are running fine here.

Alex

[mgsimmer]

Android 14

AP2A.240905.003.F1

running on a pixel 6a

Previous app worked fine on same phone and all previous phones with the same Arlo hardware with latest firmware

[alex_loo]

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@mgsimmer wrote:

Android 14

AP2A.240905.003.F1

running on a pixel 6a

Previous app worked fine on same phone and all previous phones with the same Arlo hardware with latest firmware

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sorry I was asking about the version of your ARLO app (not the build number of your android)

Alex

[jguerdat]

I'm on  a Pixel 6, Android 15. You may want to check to see about installing the 15 update to see what that does to help the problem. In any event, the app doesn't crash on me. It would seem to be a local issue which no one else has reported that you're going to have to slog through.

[mgsimmer]

Android 14 is the latest version released by Google for the Pixel 6a, so that should not be a problem as I'm sure 14 is running on millions of phones now. I have posted here to get assistance in slogging through. As I said, there was no issue with the previous version of the app which was working fine to access devices a few days ago. I'm sure there are many others with the same issue that don't have the time to slog through posting here just to get their investment working again because of poor QA by Arlo. I do need Arlo to fix the app.

[mgsimmer]

The Arlo App is the latest version (reinstalled the latest version from Play Store again yesterday) of Arlo Secure. The previous app worked fine a few days ago.. The current version of Secure is the problem app.

[alex_loo]

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@mgsimmer wrote:

The Arlo App is the latest version (reinstalled the latest version from Play Store again yesterday) of Arlo Secure. The previous app worked fine a few days ago.. The current version of Secure is the problem app.

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so just to make sure we are talking about the same app, are you able to share the ARLO app version?  (Profile pic on upper left corner >> About)  Again, mine is 5.2.2_28766

And what happened when you press DEVICES and crashes?  Any messages or whatsoever?

Alex

[mgsimmer]

Yes, same version as yours: 5.2.2_28766. No message, sometimes gives me a glimpse of what looks like is probably the device screen, then just crashes whether a glimpse is rendered or not.

[alex_loo]

so ... did the whole app and the app screen just disappear?

[jguerdat]

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@mgsimmer wrote:

Android 14 is the latest version released by Google for the Pixel 6a, so that should not be a problem as I'm sure 14 is running on millions of phones now. I have posted here to get assistance in slogging through.

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That may be due to your cell provider. Verizon updated the 6a to 15 in October (https://www.verizon.com/support/google-pixel-6a-update/) so it's available. 

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As I said, there was no issue with the previous version of the app which was working fine to access devices a few days ago. I'm sure there are many others with the same issue that don't have the time to slog through posting here just to get their investment working again because of poor QA by Arlo. I do need Arlo to fix the app.

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To be clear, is it the APP update that seems to have caused the issue or the INTERFACE?  The  apps have supported 2 interfaces with the old one using Library to view recordings and the new one using Feed.

I understand the need to have the app work properly but, again, you're the only one that seems to have the issue. There's tons of folks who would take the time to complain here if it were widespread or even if it only happened to a few.

You can always use Settings, Support to select any camera or just click on the Contact Support selection at the top to open a ticket about this.

[mgsimmer]

Actually, Verizon, as well as other carriers, have Android versions that are different than the Google standard version which mine is since it was purchased from Google. The App was developed on/for version 14 and earlier so the fact that Google hasn't released V15 for their own phone has nothing to do with the fact that the app crashes. This issue is independant of V14 or V15.

Again, I am sure that I'm not the only one having the issue, just one of few willing to slog through Arlo's unwillingness or inability to respond to and and fix the problem. Support has not been at all responsive to the issue after having opened tickets. If you have no real solution to offer, please stop replying to this thread and dismissing this as only my problem or some issue that I haven't addressed.

[mgsimmer]

Yes, the app just crashed and disappears from the screen. The Icon remains on the phone from which I can restart the app again as normal but the same thing happens when I re-open the app from the app icon and select the Device tab.

[jguerdat]

Where are you seeing that the 6a doesn't have the Android 15 release? It appears that it is available:

https://developer.android.com/about/versions/15/get#on_pixel

[alex_loo]

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@jguerdat wrote:

Where are you seeing that the 6a doesn't have the Android 15 release? It appears that it is available:

https://developer.android.com/about/versions/15/get#on_pixel

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I think this is losing focus.  @mgsimmer 's ARLO app (which is latest) DID crash on Pixel 6a running android 14.   I think it's fair for @mgsimmer to expect this not happening.  He should not be blamed for not upgrading to android 15 yet.

(side info: the crash does NOT happen to my Pixel 6a here, still running android 14!)

(another side note for @mgsimmer : why did google NOT notify us to update?  I dunno.  I tried manually looking for system update, using android setting --- it now tells me Android 15 is availalbe!  weird)

Alex

[alex_loo]

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@alex_loo wrote:

(another side note for @mgsimmer : why did google NOT notify us to update?  I dunno.  I tried manually looking for system update, using android setting --- it now tells me Android 15 is availalbe!  weird)

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@mgsimmer I guess I'll hold the upgrade of my Pixel 6a to android 15 at the moment, because of issue reported like this.

[jguerdat]

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@alex_loo wrote:

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I think this is losing focus.  @mgsimmer 's ARLO app (which is latest) DID crash on Pixel 6a running android 14.   I think it's fair for @mgsimmer to expect this not happening.  He should not be blamed for not upgrading to android 15 yet.

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@alex_loo  I'm not trying to blame anyone and I agree that the OP should expect the app to work on a supported OS. However, one of the first questions any support person is going to ask is if everything is updated.

Returning to the issue, the fact remains, as you point out, that the app does work on 6a phones with Android 14. I suggested it was a local issue that needs to be addressed which he apparently is resisting.

As for not updating the OS, I've been running 15 on my Pixel 6 with few issues (a reboot causes the Arlo app to complain about lost Internet connection several times during the initial boot process which then works fine after the boot completes).

[alex_loo]

Curious if there is any user already updated with Android 15, and running the latest ARLO app?  Any issue/crash?

Alex

[jguerdat]

As I responded earlier in this thread (post #5) I have a Pixel 6 with Android 15 with no issues. My wife is on a Pixel 5 with 14 and doesn't have any issues.

[DeadArlo]

My s22 Ultra has this exact same problem. So irritating. I get message from Google after it crashes and says app has a bug. 

However my s9 tab works fine.

Arlo needs to fix their $#!@

[DeadArlo]

 i have also tried clearing cache... Didn't work

Tried uninstalling and reinstalling... Didn't work

[mgsimmer]

Pixel 6A has now been upgraded to 15. Arlo Secure app still crashes when device tab is selected. No response from Arlo. I can not check my battery level, record or watch a live stream via the camera. Arlo: FIx the app!

[DeadArlo]

Just updated arlo app on tablet and now it also crashes!!!

Arlo fix this!

[jguerdat]

Not sure how this seems limited but now another report (and on multiple devices).I just upgraded to a Pixel 9 with Android 15 with no crash problems but obviously something is amiss. I suppose it could be an interaction with other software/apps but have no real idea how to separate that. A quick question - what antivirus packages are both of you using?

@JamesC , @ShayneS , @BrookeN would logs help figure this out?

[BrookeN]

I have reached out to the development team regarding the crashing of the app on android devices. I reach back out as soon as I receive an update and let you know if any further information is needed as well as any updates.