New APP update 4.5.1_1 IOS multiple issues

[faisalraju]

Hello, I called Arlo support that my Live Arlo Ultra 2 does not show a recording button in the live feed. 

So Engineer updated my APP to 4.5.1_1 after updating the app seemed its a buggy app. It does not have Siren volume controls for Arlo Ultra 2 camera, Package detection option is not showing our doorbell where needed as it only shows the Ultra cameras and not the doorbell for package detection. 

The Automation is so confusing as compared to the previous app. I know Arlo wants to do the best app but it seems a lot of lacking features than the previous app and it's not stable; Not sure if this app was fully tested before releasing it.

Now when I asked the engineer to go back to my normal APP and they said they can roll back its pain for my cameras. 

I just spent $750 for these cameras and this app is causing a lot of issues. Automation is not working the way it was working in the previous Arlo APP. Not sure why Arlo is keep changing APP in every few months. 

Please if this thread is read by my supervisor or someone who can help then please contact me. 

Thanks

[JamesC]

faisalraju,

It may take some time to get used to the new UI experience within the 4.x version of the app. I see you already have a ticket open with the support team, I encourage you to continue working with the support team to resolve any issues or answer any questions you may have about the new interface.

JamesC

[faisalraju]

Hi James, 

It's not more about the UI as I have been using Arlo Cameras for more than 7 Years now. 

Motion Detection is not working as it was working in the previous APP, Arlo asked me to remove all cameras and add them again; this does not seem to be the solution.

Automation and Routines are not working as well. Live Streaming 4k recordings are not recording in 4K until we turn off 4K but it was working on Old APP and MAC but not from iPhone. 

I have 10 more issues and it seems Arlo wants me a beta tester to do daily testing for 2-3 hours. 

Does this new UI has been tested before we released it to the public? 

I wish I go back to the previous app as it was stable and never had issues. 

I heard 100s of other users also calling to roll them back to the previous app but they are unable to do it, which is painfull. 

I request someone contact me from USA Corporate how do I contact them?

I m not getting any resolution from the overseas team. 

If everything is working in the previous app then now with the new APP I have to remove my cameras, shared all details of the router and ISP, and all other things, it seems we are going backward than getting the new app.

Sometimes simple things work better than new UI with complications. 

Also, it's not showing recordings are in 4K or in 2K in feeds.

To play recordings from feeds it takes double or 3 times more time to play the video. 

Imagine a user who is been using Arlo for 7 years and is very active and iPhone and Computer user is having that many issues how about other users?

I request someone contact from the USA so I can discuss these issues. I recently spent $300 for each Aerlo Ulrta 2 Camera. 

Thanks 

[faisalraju]

Hello Arlo Support,

Please fix all the additional issues on the new APP 4.5.1_1 IOS. 

Routines and automation are not working as well, in my Arlo I have set up to change Arm Away to active in the Morning time like 4:30 AM CST from Arm Home but it did not change. Usually, I turn off my Wifi and 5G at night time so I don't get disturbed while I m sleeping so when I checked the mode was not changed to Arm Away this morning but it was working the old app. What testing you guys have done before releasing this new APP for thousands of users?

Another issue is in my doorbell smart detection I have unchecked Vehicle detection but it always detects the vehicles. This issue was in Old APP as well and the new one as well.

Please do not rely on Support to fix these issues as it never gets resolved before. No one has time to spend 2-3 hours on knows issues; it should be company policy to fix these issues and we should not be beta testers.

When Do I expect to get the reply from this forum? What is the contribution of Arlo's support in this forum?

Thank you

[JamesC]

The development team is continuing to review feedback on the new app and is working to implement fixes and improvements that will be released in the future. If you're experiencing issues, I encourage you to continue working with the Arlo Support team to investigate further.

JamesC

[faisalraju]

How do i roll back to previous version of app until arlo fixes all the issues on new app..
50% of features are not working, I want to roll back to previous app. Please assist. All the issues list in my case. My Home is not secure with new app as not all features are working.

Thanks 

[faisalraju]

Arlo Just released the new updates about two days ago for IOS iPhone. It seems it fixed one or two issues but it creates multiple new problems, Arlo supports thinks we will keep opening the cases to update them about bugs in the APP ? what kind of thinking is that? Now I can see alerts in notifications but recordings are not there or they may show the next day. 

there are other issues I m testing; playing recorded video it takes three times longer time than the previous legacy APP. Arlo is trying to bring Arlo Secure online sooner but seems not prepared for this. 

Please improve the testing and not just release the new updates. 

Why customers should waste their time to keep opening the cases?

Why customer does not have the option to roll back to the previous APP?

Please do more QA testing before the release APP; Please do not put more attention on Arlo Secure to earn more money but also fix the camera issues. 

This is all the frustration from the customer who is been opening multiple cases and not getting resolved. 

Thanks

[faisalraju]

Hi James,

I m not seeing any update on this discussion. 

Another issue about Automation; In the previous app when I set up automation to change to a different mode it works even if my internet is Off at night or LTE is off. 

So take any example from the legacy that I have set up to switch to night mode at 12:30 AM and then return to normal mode at 5:00 AM and it does work even I turn off my iPhone Internet at 10:00 PM, as I don't want to get disturbed at night for notification. And I was assuming it should work and it gets updated in server and it has nothing to do with iPhone internet is ON or OFF.

But in the new APP, I have tested and verified this is not working if the iPhone internet is not ON. 

Arlo is really lacking in testing. We as users keep you update to fix all these issues.

When iPhone released the final update we never asked if this is a bug, it may be once in a million; I have reported 10+ bugs yet but not sure how many other users have reported these kinds of things.

Honestly, most of us were really happy with the legacy APP. 

Thank you again, looking forward to fixing these issues. 

[faisalraju]

James, What you are mentioning is what L2-3 Engineers are saying.

Most of the customers are having more issues with the new firmware which was not even recommended to upgrade to UX4; UX4 is optional and does not have to upgrade. 

Arlo made a big mistake to upgrade some customers to UX4 and now security risk as cameras are not working. 

Please read the reviews below engineer as my issue was not solved so I have contacted Arlo Management and also reaching to Arlo's CEO. I will make sure he knows what is going on with customers. 

I have spent more than 50+ Hours and have no resolution yet; it's because some L2 engineer asked me to upgrade to UX4 for a small issue and it caused a lot more issues. 

you can review below comments. 

Your Case Details
Case Number: __________
Subject: Social Media Complaint - Related to closed case # __________
Product:

Case Update

INTERACTION VIA: call from cct

CHAT ID (only for chats):

SN OF DEVICE/S AFFECTED: all devices

FW VERSION:

TOPOLOGY:

BS/SH Model:

ROUTER:

# OF DEVICES AFFECTED: all devices

~~~~~~~~~~~~~~~~~~~~~~~

OS:

OS ver:

App ver:

UX ver:

~~~~~~~~~~~~~~~~~~~~~~~

ISSUE: just wants to downgrade to ux3

PROBED ROOT CAUSE:

RESOLUTION:

explained to customer that we cannot downgrade

cx is very upset and explained what happened

based from _________case

the only issue that the customer had was manual recording

an l2a suggested to upgrade to ux4 to fix the issue

based from l3 it is not supposed to be a recommendation to upgrade the version

will try to escalate case to l3 to ask approval for downgrade

will callback cx as soon as the response is available

CONSULT?

OUTCOME:

next action:

set case to waiting

~~~~~~~~~~~~~~~~~~~~~~~