Re: Arlo Smart Notification Issues
Case Summary: Unable to receive push alerts if Arlo smart is enabled
Update from Arlo:
This is Perflor from Arlo Level 2 support. Your case was endorsed to our team. I already escalated your case to our engineering team. Once we will receive an update regarding this case from them, we will get back to you.
Thank you for your patience and my apologies for the inconvenience.
Expert ID 8340
ARLO L2 Support
Location - Australia
1 x Q
2 x Pro
3 x Pro 2
2 x Ultra (On order with new base station*)
I have the same issues as everyone else. I have uninstalled the app on iOS device(s) & Android, removed any connectivity to IFTTT. I mean every test/recheck known to man - plus the unsubscribe and resubscribe. With the Q we even went as far as creating a new ghost account to get one months free smart, however it is still dumb as f.
My cries for help in online chat and twitter have led to an alleged phone call within 2 days that still has not come through. Ironically in my last web chat the consultant suggested with the Ultra I create a new account to see if the issues don't impact them. So based on that and my gut feeling the 2 Arlo's from Amazon US will be returned with 24 hours if - as I expect - smart does not work.
I have invested, like many others in the Arlo ecosystem. We all want this to work. However with no genuine customer goodwill, no 'sorry we f'd up and we're working on it, no X months free smart as a one off goodwill gesture, my patience is running ice thin.
So Arlo, please be honest and let us loyal users know what is going on. Otherwise this user will be unsubscribing for the last time (the 6th time to test if that fix worked). I will migrate over to either Nest or Netatmo. Atleast with Netatmo they have years of proven people and animal detection - all without an ongoing fee.
Last email update from support = 30th December 2018
Twitter comms late last week would allegedly escalate to support team.
No updates. No 'apologies'. No nothing.
Pretty sh*t service Arlo. I'm giving you 3 more days. No resolution = No ultra upgrade. I'll cancel my order.
This is Perflor from Arlo support. We had receive some recommendations from our engineering team for us to properly isolate this case. Kindly follow the recommendations below:
1. Cancel the Arlo Smart Subscription.
2. Re-purchase the arlo smart after cancelling the old one.
3. Check if issue persist.
Kindly provide us feedback if issue persist. You can also provide us with your phone number for us to be able to call you in case we need to provide some updates.
Expert ID 8340
I won’t give a ... now anymore and stay with basic. I will place my cams where they don’t get activated cause of bushes and that’s it. I will blog on all my different websites about this shameful and ignorant dealing with customers and suggest to everyone not to sign up for a pay plan!
Same issues persist for me and I received from Arlo support:
This is Mark again from ARLO technical support. I'm doing a follow up on your case number XXhiddenXX regarding with your subscription plan. Please give us a feedback or a response for us to further assist you with your concern or best to call us back.
I replied by expressing my frustration with their “follow up” and referred them to read through this forum noting (as shared in this forum) it is both a back end and app issue (at least in iOS).
No response from the message I sent to one of their executives either.
It is hard to believe that Arlo can be making at the same time such technical failures, support failures, and basic PR failures. To think all they need to do is respond in this forum (or the main support area) a message indicating they are aware of the problem, working on the fixes, and expect a resolution by X date.
For your stats: I am from the U.S.
BTW I recommend keeping the issue within this forum thread so the counter keeps going up thereby hopefully helping Arlo to wake up to this issue.
Also in Australia.
Having the same issues with people/animals/vehicle all getting detected as Motion.
Spent a few hours on the phone, chat and via email. So far no resolution. My case has now been escalated.
Fingers crossed they figure out what's causing this.
As a side, anyone with this issue noticed on the Web client that the subscription only mentions Activity Zones as the feature of Arlo Smart? However the app (i'm using iOS) shows Enhanced Notifications, Activity Zones and Person Detection? Possibly just another bug in their Web client, but might be related.
- Sometime over night it all started working properly. I did nothing on my end.
- No app update involved (which cancels out my original concern that the problems were both app based and back end based.). BTW I am on iOS
Indeed what was broken now functions properly including:
- all the smart functions in the app show up
- live view now allows both still and movie camera
- when you edit a rule you can change video recording parameters
- no more “advertisement” for cloud recording when you go to the library view
So to summarize:
-it appears to have been a backend issue
- it now appears to be fixed
- let’s hope the fix sticks and makes it to all the other smart subscribers
Thanks Arlo for fixing it all! Some better QA, PR, candid support, etc. would have saved your loyal customers a great deal of time and frustration, but thanks for getting it fixed.
In the U.S. here.
Before this issue started I was able to receive smart notifications via email and direct on the device specific to animals, vehicles, and persons. It was never “immediate,” but rather with the typical delay that has always been there with Arlo (which seems to becoming less and less).
During this issue from the first week in January I still received the smart notifications for vehicles, animals, persons, however, in the app I lost the functionality to change any of the settings as well has having all the other issues described.
So to summarize all is working now for me in the same fashion as it was before the issue started in very early January . . .including smart notifications and my ability to modify all parameters accordingly.
IMHO Arlo needs to answer for all you folks if this is a fix rolling out now to other users automatically and if there are regional aspects/restrictions to the fix roll out.
Arlo Pro 2
Arlo Web and Mobile Apps
Before You Buy
Firmware Release Notes
IFTTT (If This Then That)
Online and Mobile Apps
Service and Storage