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?

[ML22]

I am having an issue when I select devices on the app on my Samsung S24.  Was working fine until a few days ago.  When I select devices, tha app crashes and I have to sign back in. After several attempts, I get a message that the app has a bug and I must wait for the fix.

[alex_loo]

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@ML22 wrote:

I am having an issue when I select devices on the app on my Samsung S24.  Was working fine until a few days ago.  When I select devices, tha app crashes and I have to sign back in. After several attempts, I get a message that the app has a bug and I must wait for the fix.

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this is interesting.  so you did NOT even perform any phone android upgrade and then it "was working fine until a few days ago".  Do you know if you have updated the ARLO app right before these few days?

And @mgsimmer , is this similar situation like yours?  (ie no android upgrade, no ARLO app update, and then started crashing all of a sudden)

Alex

[alex_loo]

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@alex_loo wrote:

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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.

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After holding for some time, I decided to upgrade my Android 14 to 15.  And?

Before: Pixel 6a, Android 14, latest ARLO app (5.2.2_28766) --- no issue

After: Pixel 6a, Android 15, latest ARLO app (5.2.2_28766) --- also no issue

Alex

[DeadArlo]

The app crash has nothing to do with OS....

I am on 14 still.

Tablet was running previous arlo app... Worked fine (also running android 14) updated it via Google Play and app crashes same as phone.

[alex_loo]

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@DeadArlo wrote:

The app crash has nothing to do with OS....

I am on 14 still.

Tablet was running previous arlo app... Worked fine (also running android 14) updated it via Google Play and app crashes same as phone.

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curious ... were you seeing "library" in the app before the app update?

Alex

[DeadArlo]

 

This is what it looked like before and after the app update.

The devices tab is what crashes everything.

[mgsimmer]

Correct, it has nothing to do with whether it's Android V14 or V15. I've tried both on my Pixel 6A. It also has nothing to do with what antivirus you have or don't have. The app crashes when the device tab is selected, period. Arlo needs to fix their new app. The previous app worked fine. Arlo has removed access to that so I can't re-install the previous app so I can use my camera as sold and intended. Arlo, if the bug isn't fixed, please provide access to the previous app.

[mgsimmer]

@alex_loo

The issue appeared with the new app. It was fine with the previous app and all previous apps and versions for years.

[DeadArlo]

Anyone have access to the old app so I can use my cameras? I am about to chunk this crap in the trash.

You can't even call for support. This company really has gone down hill.

[BrookeN]

@DeadArlo I have contacted support regarding the questions you have regarding the new app. Customer support will be reaching out to you as soon as possible. 

[DeadArlo]

Support reached out to me today and I was able  to provide logs.

I have also tried an old tablet that runs older OS and it still crashes. Optimistic that this will get resolved soon.

[mgsimmer]

This problem seems to have been fixed. I don't think the app has changed / been updated. The fix must have been done on the Arlo server software .

[DeadArlo]

Just getting an app update now... 

And it's fixed!!!

Thanks for the help.

[BrookeN]

I am happy to hear that it is now working as expected. I hope you all have a Happy Holiday.