Library not updating

[BGOSNZ]

Hi, I have noticed in the last few days that when I get a push notification that it does not show up in the library list. I am met instead with a repeat of the previous days videos. I spent nearly 2 hours with an Arlo staff member two days ago who had me restart everything again including climbing ladders to remove the camera batteries, in mounting and deleting the IOS app then downloading and reinstalling. All the while he seemed incapable of grasping the crux of the problem even after receiving screen shots taken off a PC which had the same problem. The current lot started showing up the first time I did the delete and reinstall not just on this phone but on the PC and another phone both of which had nothing changed. It worked ok for a day or so but has reverted now and a delete and reinstall has made no difference. What’s gone wrong at Arlo this time? At least when we got e mail alerts the videos were attached. This really effects the usefulness of the system as a whole. 

[BGOSNZ]

I made this post a few weeks ago and am still suffering the next to useless service provided by Arlo.

I can see I am not the only one with this issue if I do a google search for it there are plenty of results to my search string.

It surprises me that I have not received any message from Arlo themselves in relation to this. Are they really so big now they don't give  two hoots about existing customers?

The system is next to useless for me if I get a video between 0001 and around 1300 my time. If I do not click on the  push notification or get multiple ones I cannot ;look back at a previous one till the library reloads itself sometime when its ready.

If anyone reading this has or has had a similar problem and found a solution that works please share it with me.   

[ShayneS]

Hi @BGOSNZ 

Can you PM me with your case number so I can review this concern. 

[Katie0]

We have had the same problem for months, we received a support ticket acknowledging a ticket weeks ago, and nothing has been done ? 

also can see this was an existing issue that was previously resolved by changing the time zone to 

Petropavlovsk-Kamchatskiy

that does not work as you can’t change the time zone any more 

[StephenB]

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@Katie0 wrote:

that does not work as you can’t change the time zone any more 

---

If you don't enter an address for the location, then you can change the time zone.  Unfortunately, if you do enter the address, the time zone is locked to the zone Arlo thinks is correct for that location.

[Katie0]

We don’t have an address In, the app lets you select a location for time zone and it saves but it doesn’t change anything, time stays the same 

[BGOSNZ]

I found that my Library problems

and inability to add another

person to view mine all corrected after going to my

account on a PC and selecting to upgrade the account

on there. 

[Katie0]

Upgrade the account, 
what did you upgrade too ? We already have a subscription 

[BGOSNZ]

I opened the account  on a PC as that's what I was using at the time and it offered the upgrade. While I was on one of many calls/chats with tech support upgrading my account was mentioned but no matter how many times I asked what was involved I never got a straight answer. I was pretty sure half the tech support folks are robots and cant answer anything they are not programmed to answer. The mod who commented on your post  (Shayne S)did seem to get the ball rolling for me  after a month or two of radio silence.

[Katie0]

Thanks,

I’ll give it a go, failing that I think we might be at our end with ARLO, sell our setup and more onto something else 

can’t justify paying a subscription for a service that is not supported very well / as you know this issue is extremely annoying and renders then useless for half a day. 

[BGOSNZ]

I felt the same way about dumping them. I read in one of the threads this problem affects NZ/ Aust the most. The date on the base station can be changed on a PC.  I looked earlier after reading it couldn’t and knew I had changed mine several times last week 

[StephenB]

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@Katie0 wrote:

Upgrade the account, 
what did you upgrade too ? We already have a subscription 

---

Not sure I'd call it an "upgrade" myself.

There are two user interfaces in the app.  The older one shows "Library" in the app menu, the newer one instead shows "Feed" and "Dashboard".  Which one you get depends on how your account is set up in the Arlo Cloud.

You can migrate from "Library" to "Feed", but you cannot migrate back to "Library" afterwards.  Arlo will eventually switch everyone to "Feed".  They obviously haven't done this yet because there are limitations in "Feed" that they still need to address.

The biggest limitations (IMO) are

• there are only three modes in "Feed".  You can modify them, but you cannot add more.
• the combination of geofencing+scheduling doesn't completely work (particularly "arrive").
• you need one subscription per home/location, so some will need to purchase additional subscriptions.

[BGOSNZ]

As I wrote above the issues I had seemed to correct themselves with this upgrade/change in the account. 

it looks like I spoke too soon. My Wife gets only yesterdays videos with the exception of just now

i get them all so her feed has 12 videos missing from it

The Arlo system seems to be going downhill faster than an avalanche these days. It used to be very good but not any more 

[Katie0]

I should have added this issue is only for 1 user of 2, 

both have IPhones, 1 of us gets the feed live the other doesn’t. 

yes it’s going down hill fast.
it has been months, we are being charged for a service and it’s not working as intended. 

Really regret getting Arlo hardware as it’s a costly change but also can’t justify on going costs for this as it’s less than ideal with not being able to see the recordings for many hours after. 

we have an acknowledgment from Arlo months ago saying they know about it and that’s it!