Schedules impossible to reproduce with the new version

[swissboy_]

Hello,

I’m posting here as a last resort, since the European phone and email support teams haven’t been able to help me.

Last Friday, after adding 3 new cameras to my existing Secure subscription (which already had 7 cameras), the app automatically migrated my account to the new interface. All the cameras, which were previously set up with a custom schedule (we had 4 different schedules for our 4 shops, all located in the same building), were suddenly switched to Armed mode.

This was a serious problem because we only record when the shops are closed. Each shop has different opening hours, and the 3 new cameras were installed for a fifth shop (which shares the same hours as one of the existing ones).

After spending over an hour on the phone with your support experts, who kept insisting that I should use Routines, but couldn’t explain how to make them work, I eventually discovered the Custom Mode option by myself. For each existing hub and camera, I was able to select Schedule within the Custom Mode (only via Android, since the online version has the option greyed out). I didn’t go further because the detailed schedule configuration doesn’t seem to be available yet.

Still, the 7 existing cameras appear to work as before in this mode, since the Schedule option seems to have carried over the old settings (thankfully).

However, for my 3 new cameras, under Custom Mode I only see Armed and Disarmed, but not Schedule or Geofencing.

Could an Arlo expert with access to my account please configure the 3 cameras named “Épicerie 2 – A / B / C” to use the same schedule as our hub “Épicerie 1”? Our new shop opens on Monday, and none of the proposed solutions let us operate as before using the routines.

Apparently, I could make it work by creating 5 different Locations with 5 separate subscriptions, but that’s not an option — we can’t pay for 5 subscriptions instead of one for something that worked perfectly before the update.

Thank you in advance for your help!

[jguerdat]

Unless it's an EU region thing, the web client should also show schedules for custom modes. At least it does in the US.

I can't help with the lack of schedules for the new cameras since it appears to me that it should work. However, the need for separate locations is due to the enforcement of a subscription per location while the old UI simply didn't enforce it.

I also looked at custom mode schedules and see what I assume you mean by "the detailed schedule configuration". Again, perhaps it's an EU region thing.

@JamesC , @ShayneS , @BrookeN any thoughts here?

[swissboy_]

Thank you for your reply!

I think you’re right : the Schedule/Geofencing options for the Custom Mode don’t seem to be available in my region yet. A message appears (again, only on Android) saying: “Support for custom schedules and geofencing will be available in a future update.”

In fact, I can’t set any schedule times for any of my shops. I just got lucky that the Schedule option could be selected by chance from Android, and that it seems to have kept the previous settings.

I understand the idea of separate locations, but in my case, all the shops are in the same building. Paying extra subscriptions just because an option is currently greyed out doesn’t sit well with my management.

I really hope someone from Arlo can configure this in the background for me!

[swissboy_]

Hello,

I'm coming back here because the Europe support team has once again told me that they can't help. They also don't seem to know the deployment date for the Custom Mode schedule.

Do you have a date? I have 7 cameras that have reverted to the old schedule, but 3 cameras that I still have to arm and disarm manually because I can’t set up a fifth schedule...

Thank you in advance for your reply!

[ShayneS]

Hi @swissboy_ 

Just wanted to let you know, Jeff from my team will be reaching out via email to further discuss this and provide more details.