Arlo|Smart Home Security|Wireless HD Security Cameras|NETGEAR
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Apprentice

New iOS Arlo app mode stuck on “getting information”

Is anyone else having an issue with the new iOS app released yesterday where every time you go into the “Mode” tab all hubs just get stuck on “getting information”??

The only way I’ve found to fix it is to uninstall and reinstall the app from the App Store - which is annoying as you have to go through all the default prompts and app authorizations every time you do it. That only fixes the issue for one or two logins before it’s stuck on the same issue again.

I’m using an iPhone XS Max on iOS 12.4.1 and the new Arlo app v 2.8 (not the old legacy app)
Model: VMS5240 | Arlo Ultra 2 Camera Kit
Message 1 of 30
Community Manager

Re: New iOS Arlo app mode stuck on “getting information”

Mjbeuke,

 

Did you uninstall the legacy app or do you still have both installed? If you still have the legacy app installed, try uninstalling it, then close and reopen the new app to see if you still experience the same issue.

 

JamesC

Message 2 of 30
Luminary

Re: New iOS Arlo app mode stuck on “getting information”

MJBeauke and JamesC, I’ve had the new Arlo app installed on my iPhone running iOS 12.4.1 since yesterday evening with the legacy app deleted.

I have noticed a few times the ‘getting information’ mode as well.

The way I’ve been able to fix it by force closing the app x2 to 3x in a row.

It was not doing the ‘getting information’ thing when I had the old Arlo app.
Message 3 of 30
Apprentice

Re: New iOS Arlo app mode stuck on “getting information”

Hi @JamesC - I have uninstalled the legacy app, and have uninstalled and reinstalled the new app probably 10 times today - as it seems to be the only resolution.

Unlike the other guy posting here force closing the app and reopening it does not allow me to move past the “getting information”.

I do notice that disconnecting from my WiFi and going on cellular resolves it - and as soon as I get back on WiFi it does it again.

I have no changed any router settings or had any issues with the other 40 wireless devices in my home. I did reboot the router and cable modem for good measure - but it’s still happening.
Model: VMS5240 | Arlo Ultra 2 Camera Kit
Message 4 of 30

Re: New iOS Arlo app mode stuck on “getting information”

Having the same issue on iOS 13

Message 5 of 30
Luminary

Re: New iOS Arlo app mode stuck on “getting information”

I have the issue also on my iOS 12 iPhone occasionally
Message 6 of 30
Tutor

Re: New iOS Arlo app mode stuck on “getting information”

My Arlo pro 2 is having the same ussiue “getting information” if I change from WiFi to cellular I can get it to work, sometimes.

 

i deleted both apps and started from scratch, without luck.

Message 7 of 30
brh Master
Master

Re: New iOS Arlo app mode stuck on “getting information”

@JamesC,

Deleting the Legacy app does not solve the problem. The only way to arm/disarm ones system is to use the Legacy app.

 

Brian

Message 8 of 30
Community Manager

Re: New iOS Arlo app mode stuck on “getting information”

The development team is investigating reports of this issue. I will provide an update as soon as I know more.

 

JamesC

Message 9 of 30
Initiate

New Arlo App problem

I have downloaded the new app, set up my password and I can see all the cameras as before but when I go to arm my system with modes it hangs on ‘getting information’ for ages. Sometimes it won’t load the page at all. I’ve had to re install legacy alongside the new App to use to arm and disarm the system. Is anyone else having this problem or have a fix. Arlo can you not discontinue the Arlo Legacy until the new app works properly please?
Model: VMB3000 | Arlo Base Station
Message 10 of 30
Guru

Re: New Arlo App problem

I've found that having both apps loaded can cause problems. I would uninstall both apps, reboot the phone and reinstall the new one.

Message 11 of 30
Apprentice

Re: New iOS Arlo app mode stuck on “getting information”

Thanks @JamesC

I’m not sure if it’s the new app or what but I’ve been have a few strange issues where I’ve seen my cameras detect motion but then there is no recording. I haven’t pulled the MicroSD out to see if it is being recorded to as well - and I haven’t seen this happen until recently when I got the new app. Not sure if it’s correlated but seems to be something new Smiley Sad
Message 12 of 30
Initiate

New iOS Arlo app mode stuck on “getting information”

Tried that..still not loading up the mode page..back to legacy for me. Anyone else got any ideas?

Message 13 of 30
Aspirant

Arlo App ios 2.8 (909)| Not accessing Mode Functions

Using Arlo app 2.8(909) on a iphone 6S and iphone 10.  Not able to access Mode functions consistantly.  Seems to work 1 out of 10 times.  No issues changing Mode from the web browser.

Message 14 of 30
Initiate

Re: New iOS Arlo app mode stuck on “getting information”

I have the same issue on iOS 12.4. I have tried all suggested fixes and none work. Un-installing and re-installing works for a few times as someone else suggested but that is a terrible workaround.

 

The only way to set the mode is to use the Legacy App to set the mode.

 

Arlo - please fix this ASAP!

Message 15 of 30
MVM Tutor
Tutor

Re: New iOS Arlo app mode stuck on “getting information”

Arlo pro. Same problem on all my devices. Have tried reinstalling. Resets. Etc. only legacy works.
Message 16 of 30
Initiate

Re: New iOS Arlo app mode stuck on “getting information”

I have experienced the same ongoing issue with the new app stuck on "getting information" in the "mode" option.  Numerous shutdowns, reinstalls etc have not resolved the issue. In the end I have re-installed the Legacy app to manage the Mode functions (without fault). Hopefully this bug is fixed before the September 30 deadline.

 

Running on IOS, iPhone X and IPad Pro (same issue on both), the same problem being reported by so many people indicates it is definitely an App software bug that needs to be fixed before Sept 30.

Model: VMS5240 | Arlo Ultra 2 Camera Kit
Message 17 of 30
Tutor

Re: New iOS Arlo app mode stuck on “getting information”

Hi All,

 

when i change from wifi to cellular and restart the app, I am able to change the mode. It’s not the solution but it might be usable at the moment.

 

i am using iPhone 7 with software version 12.4.1

Message 18 of 30
Tutor

Mode of My Devices not loading “Getting information”

I’m not able to obtain status nor switch the Mode of my devices (I have an Arlo Pro 2 Base Station and Lights Bridge) from the new Arlo app; it keeps as “Getting Information” permanently.
Model: VMB3000 | Arlo Base Station
Message 19 of 30
Guru

New iOS Arlo app mode stuck on “getting information”

It's probably worth removing and reinstalling the app (though no guarantees that will help).

Message 20 of 30
Aspirant

Re: New iOS Arlo app mode stuck on “getting information”

Yep - add me to the list, stuck on 'Getting Information', happens on iOS 12 and 13, with or without the Legacy app installed. This sorry state of affairs combined with the utterly horrendous initial setup of the system makes me wonder if it was worth buying at all. I restarted my hub in the hope that might solve it but no, all it did was lose my doorbell which had to be deleted and reset up as a new device to get it to work again. 

 

Arlo is a great idea let down by poor quality implementation.

Model: VMS5340 | Arlo Ultra 3 Camera Kit
Message 21 of 30
Aspirant

Re: New iOS Arlo app mode stuck on “getting information”

Same as above.

Message 22 of 30
Aspirant

Re: New iOS Arlo app mode stuck on “getting information”

And geofencing is utterly borked. Despite both the devices selected for it being shown as 'in zone' the system mode does not change and remains armed regardless of our movements and the app having 'Always' permission to access our phone's locations.

 

Switching off WiFi and using cellular is the only way to get the system to show the hub mode and allow changes built that doesn't help with the geolocation problem.

 

I run software delivery teams as part of my job and it beggars belief that an app like this would be released with unknown defects in these critical features, there's no way testing would have not flagged these problems so the assumption is the new app had to be released to meet some technical deadline or/and the testing was 'crashed' due to lack of time. The result? An awful user experience leading to reluctance to purchase anymore Arlo products and reputational damage to the Arlo brand as I would not recommend their products to anyone based on my own experience.

 

 

Message 23 of 30
MVM Tutor
Tutor

Re: New iOS Arlo app mode stuck on “getting information”

Any update on this? Time is ticking.
Message 24 of 30
Luminary

Re: New iOS Arlo app mode stuck on “getting information”

Good luck on getting Arlo to care. I’m waiting too so I can finally got to iOS 13 and I’m stuck on iOS 12 until they figure it out 😢😢😢😢
Message 25 of 30