Cannot edit mode; getting status message

[Chief-kir]

As from yesterday I cant arm my system

The app doesn't get the status from the station

I have VMB4000r3 with 2 cameras

I can stream videos live and turn the alarm on with the app but i Can't arm the system when i leave my house.

What has changed?

What to do?

I have tried to reinstall the app (latest version android)  and restarted the basestation but it just keeps trying to get status without any success

[StephenB]

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@frossie74 wrote:

I don't know how to open a ticket because when i try the website try to sell to me the service plan . 

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Access to support normally does require a subscription.

The mods ( @BrookeN , @JamesC , @ShayneS ) might be able to assist.

[Racenbass]

Hi all,

As per the title, my Arlo app isn’t letting me into the mode settings anymore. It seems to be stuck saying my base station is “getting info”. Cameras seem to be working, just can’t change mode settings.

 Tried a few app restarts and a base station restart, no change, just stuck “getting info”.

Base station is a vmb4000r3, latest ios for iPhone.

[jguerdat]

Does rebooting the phone and reinstalling the app help? Does the web client on a computer browser (my.arlo.com) work?

[lvpmadrid]

This is insane... I am exactly like you all

9 cameras and the system stopped working and unable to change mode while it was armed, which led to having to unplug and led to also disabling all cameras to avoid the siren from going off. This has nothing to do with EOL, it is a software issue the base is working but the software and firmware now have a bug. 

[ShayneS]

Let me have someone look at this and I will provide more info as soon as possible. 

[Chief-kir]

Looks like someone did something because this morning my old basestation is now geting status again

I have not been able to verify everything since I have new stuff but maybe its fixad.

I will try everything later on today and hope the issue is fixed. 

[Chief-kir]

Unfortunatly I was too Quick

For 1 hour ago I could get status and arm the system

Now when I look again.. its the same:

Trying to get status.....

[lvpmadrid]

Indeed, last night I was at least able to disarm the system via browser since the alarm won't stop going off as we left it armed during our weekend vacation. This morning as a result of the post, I went into the app and it took forever to load (but it did) the status. I have not tried any more.

[Notinorbit]

Arlo security company now have many customers with problems with the base station.

We are unable to arm/disarm our system and to setup sensitivity for our cameras.

Together we have spent a lot of money with our setup and now spent a lot of time and frustration over the new situation.

I have not been informed that you are not supporting my equipment!

Arlo - we need your help!   

[ShayneS]

@lvpmadrid 

Is this occurring with iOS or android? 

[frossie74]

I have this issue also with the website . I don’t think it’s mobile os problem 

[lvpmadrid]

It's Android. 

[Notinorbit]

I had the problem with the iOS app and also on the web, but since some days now, some day before the  the ‘major outage’  this Tuesday,  
marm/disarm choice is not locked anymore.  
Obviously Arlo has done a change 
Frossie74, do you really still have the problem?

What has Arlo done to solve the problem?  Where do we report if it’s happening again?

[ShayneS]

@Notinorbit You can let me know here.

Thanks 

[Racenbass]

Hi, it’s been a while now. I wanted to check if it had started working properly. It seems that it has, so I’m pleased about that. Other things of note though:

It did very briefly work for two mornings before I got the getting information messages again for the rest of the day.

 My wife’s app on her phone showed the same problem.

 Both seem to be fixed now.

I still have one question, there’s a few people asking to check the web ui for this, but I couldn’t find the mode settings anywhere on the web ui?

 Anyway, pleased it works, but would like to know where to go to see this in the web UI.

 Thanks to everyone that replied.

[StephenB]

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@Racenbass wrote:

I still have one question, there’s a few people asking to check the web ui for this, but I couldn’t find the mode settings anywhere on the web ui?

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You need to use a PC browser (my.arlo.com).  It won't show up on a phone or tablet.

[frossie74]

Hi guys,

finally since yesterday the problem is solved now ! 
now the base station works ! 
Thank you Arlo team !

[ShayneS]

HI,

I see you all have reports of this being resolved for you. Is anyone still experiencing this symptom with the mode change/getting status messaging?