Opening the smart hub shuts down the app, works fine otherwise

[Wall-Enberg]

Hi,

I'm unable to view locally stored videorecordings. App crashes everytime.

Tried reinstalling app, formatting microSD card.

All other things work except locally stored videorecordings.

They worked to watch, after press download in app for appr 3 weeks. 

[ShayneS]

The symptom where viewing locally stored videos causing the app to crash should now be resolved with Arlo app version 5.4.2.

Please make sure you have the latest version of the Arlo app installed. 

[ShayneS]

This symptom has been identified and a fix for this is coming soon. The update is in a slow roll out phase at the moment and looks to be completed soon. 

Thank you for your patience

[jguerdat]

The latest app, 5.4.0, apparently causes this to happen if you use the old interface that uses Library to view recordings. You'll need an updated app. What happens if you go to the hub's settings and click on Storage Settings instead?

[Peter18]

Thanks for your reply.  It is apparently a problem with the latest software update and the developer is aware the problem and is working on a bug fix .

[jonsjo]

Same problem here on v.5.4.0_28793 on a Android tab and phone.

Have one phone with version 5.3.3_28779 where it still works just fine.

Is there a way to downgrade the other devices until problem is solved?

Library mode and  want to continue with that.

[brtowle]

I'm having the same issue with the App on my Samsung S23 not being able to view recorded video with no subscription. The issue started a few days ago and I didn't do any updates unless one occurred automatically. Hoping for a solution soon.

[mpickar]

I believe there has been a recent update to the arlo secure mobile app for android.  rel. 01-07-25, ver. 5.4.0_28783  This app crashes when I select a video from the "map base station" local library.  All components of the system are and have been functional up to this point.  Cameras are working, notifications are being sent and received, videos are recorded locally and all are connected to the wifi network.  I have cleared the cache.  How do I escalate this issue?

[DavidTuff]

We both have Samsung phones, my wife has the older app so I removed my app and transferred her app from her phone to mine, now all good. Also, I turned off auto update so it didn't update with the faulty app.

[CodyG]

The newest update for Android crashes when attempting to view local storage videos. It does this on Wi-Fi and on cellular. 

Steps to triage:

Cleared app data

Reinstalled app

Every 3 months or so, it's something with this product line.

Using Arlo Ultra 4K base and 2 cameras. All devices are up to date as far as firmware goes.

[alex_loo]

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@jguerdat wrote:

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@alex_loo wrote:

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@jguerdat wrote:

I just checked with the latest Android app (5.4.0) on both my Pixel 9 running Android 15 as well as my Chromebook which uses an Android 13 layer. In both cases, there was no crash or other problem viewing local recordings.

Do any of you also have a subscription (I do)? Just wondering if having a sub mitigates the issues.

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The context is "local recording", so it is likely WITHOUT subscription.

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"Likely" doesn't mean a thing. I have a subscription along with local recordings as do many others here. I was asking as a troubleshooting step so your comment is unhelpful.

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I agree 😅.  Blame ARLO giving me a false impression that I can't record and access local storage, when on subscription.

Alex

[alex_loo]

when it crashed, was it showing "library" or "feed"?

Good to see at least a way to resolve this.

Alex

[alex_loo]

could this message help?

Alex

[CodyG]

Library 

[mpickar]

No, that did not work for me.  Thanks anyway.

[mpickar]

It is not resolved for me.  I select a video from the library and the app crashes and disappears.

[moore6973]

I recently updated my Android Mobile App to version 5.4.0_28783. Now when I open the app, the videos just spin and when I click on device settings, it just keeps saying getting status and doesn't ever show any details. My husband has not updated to this version and doesn't have any issues. He still has version 5.2.2_28766 downloaded. Any suggestions or ideas on how to fix?

[Mishka]

I have sent an email to the app support listed in the play store (appsupport@arlo.com) outlining the issue with the app version 5.4.0_28783 and also asked if they were aware of the issue, if they were working on it and when an update would be expected. I have not yet received acknowledgement of my email, but if we all sent similar emails maybe something would happen.

[alex_loo]

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@alex_loo wrote:

@Wall-Enberg 

@brtowle 

@DLondeen 

@Jwho 

@Wall-Enberg 

@Mishka 

@Arlo_Ultra2 

@hotuonghung 

are you guys using the "Library" or "Feed" version of the android app?

(@danandy  seems to be using "library" version --- correct me if I am wrong)

Alex

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just consolidating more updates below:

Using "Library" version of the app (not "feed" version):

@danandy  

@DLondeen , no subscription

@Mishka , no subscription

"Library" or "feed" ?

@Wall-Enberg , no subscription

@brtowle , no subscription

Anyone using "Feed" version of the latest android app and failing similary as well?

Alex

[alex_loo]

there are more similar sufferers, you can follow here.

Alex

[HanSoloMumma]

I am also experiencing this issue - accessing the locally recorded footage on the base station.  Version  5.4.0_28783 on Android.  It was working over the New Year period as I checked footage on my return home from holiday, however after returning from another break away this week, I cannot playback any footage, it just crashes out, or loops to the same page. I've uninstalled/reinstalled the app - no change. Cleared cache prior to that, still looped & or crashed.

[HanSoloMumma]

I was experiencing this issue too, however seem to have gotten it working again.

Deleting and re-installing the app didn't seem to work, however... when I removed the USB drive from the base station, I plugged it into my laptop to view the recordings I was after.  When I logged into my Arlo account via the Arlo site via the laptop, it told me I had to upgrade, so, I did.

After viewing the recordings I was interested in, I plugged the drive back into the base station.

I went back to my phone app, and it had updated to the new version I had just upgraded to on my laptop (magic!).

Viewing recordings is then done via the base station's 'Storage Settings' option.  Navigate to the date you want via the Calendar icon on the top right of that screen.

[mpickar]

No solution for me yet.  Is there a way to escalate this issue?  Is there a way to fall back to a working version?

[mpickar]

I believe there has been a recent update to the arlo secure mobile app for android.  rel. 01-07-25, ver. 5.4.0_28783  This app crashes when I select a video from the "map base station" local library.  All components of the system are and have been functional up to this point.  Cameras are working, notifications are being sent and received, videos are recorded locally and all are connected to the wifi network.  I have cleared the cache.  I have uninstalled and reinstalled the app and the problem still exists.  This is clearly a software problem.  How do I escalate this issue?

[DLondeen]

@HanSoloMumma  What version did you upgrade to? 

[jguerdat]

What happened was that he was migrated to the new interface that uses Feed. That is more and more frequently the "solution" to issues. It's not always a Bad Thing but does bring about its own issues, especially if you have a more complex setup. The lack of custom modes and the interaction of schedules vs. geofencing are two major ones that can (usually but not always) be overcome with some thought and twiddling.

If nothing else, everyone is going to be migrated to the new interface, like it or not. The question isn't why but when...

[jguerdat]

A quick search here would show other threads of this issue. It seems that folks still using the old interface that uses Library to view recordings are experiencing this while those using the new interface that uses Feed are not. The app supports both interfaces. You can choose to migrate your account to the new interface but you may want to review threads here about folks who have done so.  If your setup is fairly simple, the migration may go well for you but there are gotchas to be dealt with if more complex.

You have now escalated this issue along with many others...

[jguerdat]

OP, are you trying to view cloud recordings or local ones stored on you base/hub? There's an issue with the latest version viewing local recordings if you still use Library to view recordings but I would expect cloud recordings to still be working. Since you are in the wire-free camera section, I'm guessing you have old cameras that still have the free 7 day plan.