Issues With New 6.26.0 Firmware

[KachinaShadow]

@BrookeN 

I have found a couple of issues (so far) with the 6.26.0 (release date 04/24/26) app firmware.

The first issue is being unable to manually turn on the Security Light and I can see that, where there used to be a hollow image of a light bulb that when pressed would turn yellow and turn the light on, has now been replaced by a hollow image of a Security Light which is grayed out and of course, being grayed out, pressing it does nothing (pic below)

Interesting thing is that I restarted the hub to see if that would change anything and when the lights restarted, ONE of my seven lights actually showed the image being black but before I could press it, it turned gray again. Note that since the web portal has not been updated, it still functions normally and it is still possible to turn the lights on manually on the web portal. While I was writing this, I called Arlo Support and she saw the issue but couldn't get through to her supervisor to find out about it, and says that when (if) she finds something out, she will call me back within a couple of days 🤔

The other issue is that the Dashboard and Devices image of the Doorbell Camera is now cropped, top and bottom, with black bars (pic below).

It's very frustrating that almost every app firmware update comes with new issues when some of the old issues, particularly with the web portal, still go unresolved...apparently the web portal is the definitive Arlo "stepchild" 🙄 

[KachinaShadow]

@BrookeN 
More issues with the updated app...

When in the "Devices" screen (app) and you click on the settings gear/sprocket for the light Bridge, it does nothing but flash the screen and, does not open the settings for the bridge so that you can restart it. The only way to get to the settings is to click on your account icon (upper left of screen) then go to plan and devices list, choose the device (bridge) from the list and then you can open the settings where you can now restart the bridge. Note that this doesn't happen in the web portal.

[Edinburgh_lad1]

There is more. I already listed the issue of multiple dashboard tiles after clearing cache. Also, when I open pan and tilt in night mode, I just get a black screen.

I don't think you're serious about your users by releasing the product that is not working as intended. There is a catalogue of failures, every time. Do we users need to file a collective CEO complaint for this app to finally work the way it should (to Verisure for those of us in Europe)? I already complained to different levels of support about constant issues with the app and I feel I've exhausted all avenues in this respect, with very little to no effect.

As @KachinaShadow said: new issues crop up every time there is a new software (app)/firmware update, and the old ones get rarely addressed. This is not a recent phenomenon, but has been now going for years. As your customer, I find that wholly disrespectful to find out that there is something not working, and to know that with every update there will be something that will affect the product that I paid (big money) for. To be clear: I'm simply not getting what I paid for.

On top of everything, there is no way to stop firmware updates, so effectively, we're constantly at your mercy and 'graced' by whatever poor effort you make with the app and firmware, and this really has to stop.

[KachinaShadow]

@BrookeN @Edinburgh_lad1 

Interestingly enough, I woke up this morning and found that everything described in my two posts above, had now reverted back to the way they were before the flawed 6.26.0 firmware and now it all works just fine again 🤔 ...the version now shows as 6.26.1+

These firmware updates are wearing me out...and they all seem to happen when I'm out of town, in another state 500 miles away, when what I need is for this to work flawlessly without me having to spend time figuring out workarounds just to simply check/manage my cameras when I'm away from home.

[jguerdat]

Realizing that I'm on a beta Android version (6.27) I find that the PTZ camera comes out of privacy sleep but never displays the view - just stays on "Go Live". Web is fine. I am asked for the password on both the PTZ and indoor cameras.

[KachinaShadow]

@jguerdat 
I was actually thinking that the PTZ cameras might be worth looking into but now, seeing your issues with them and the other problems with the Arlo system overall, I'm reluctant to spend any more money on this until they get a handle on the constant problems that arise.

What I've written below has nothing to do with the app problems shown in this thread, but with the overall issue at hand...things randomly changing with no reason whatsoever!

I have always set activity zones via the web portal just because they can be more accurately set using the larger PC screen as opposed to the smaller phone screen. Now, on the web portal, I am able to see and adjust activity zones on all of my cameras except the two Pro 3's which, when I select activity zones, the screen times out and is never able to show those activity zones.
The whole reason I found this is that some of my activity zones (not just the Pro 3's) had actually shifted considerably, as if the field of view had changed...it had not. So, just more unexplained changes that add to the frustration of using this system.

I will be posting this in a new thread Activity Zones Randomly Shifting and Accessibility... - Arlo Community but it's really getting old having to start thread after thread about issues with the web portal (or anything) when I still have two web portal issues that still remain unresolved (below).

Re: Videos Freeze & Go Blank After Scrolling Throu... - Arlo Community

Video Doorbell Live Streaming Looks Awful - Arlo Community

Re: Unable to Live Stream Camera That is Recording... - Arlo Community

[Edinburgh_lad1]

@KachinaShadow With minor exceptions, I don't touch anything in my set-up for the fear that it'll break. I don't change anything else in my local LAN set-up, as everything works as it should. It's these updates that break things for me that then cause me to have to remove and add cameras, reset, clear cache etc. etc

[KachinaShadow]

@Edinburgh_lad1 

I got a response to my call to Support about the firmware update issues...a link to a knowledge base article on how to manually update firmware...what the hell does that have to do with the multiple issues on that firmware update???

Of course, when I copy and paste the link in any browser, I get nothing but a blank white screen...this is why I rarely contact support 🙄, solutions like this are ridiculous and a waste of time!

https://kb.arlo.com/4736/How-do-I-update-my-Arlo-firmware-manually

[Edinburgh_lad1]

@KachinaShadow It's endless. 

Verification doesn't work the first time round for me either. It says it has sent the code, but I get nothing until I select 'resend the code'. 

[KachinaShadow]

I finally got the Firmware Update KB (that Support sent) to open in a readable page and I'm now wondering why she referred me to this KB since I had called about the problems with the 6.26.0 firmware update to the app...this KB is just the standard "how to manually update devices" 🤔 🙄

This is support???...give me a break 😬

[Edinburgh_lad1]

My experience of L2/L3 support (I don't know which it was because the chap didn't say) was quite positive. And of course, the support on here has been stellar.

L1 support? The girl was quite audacious/brazen in her responses to the point that I found the whole conversation disrespectful. I told her that but she just laughed it off.

[Edinburgh_lad1]

By the way, another issue is that my video counter doesn't zero once you've gone to Feed to watch videos. You have to manually select the counter for it to zero.

[jguerdat]

Might be due to the phase of the moon but now the PTZ camera is displaying fine. For Dashboard, all I have to do is to click on the play arrow - there's no evidence of having to enter a password. Devices is a different issue - password is required. Either way I can use it when I want.

As for clearing the individual counters, mine clear fine by just going to Feed.