Arlo|Smart Home Security|Wireless HD Security Cameras

Re: Automatic logging off rom web app new "feature" of recent update needs to be reversed

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parsrgood Apprentice
Apprentice

Just a heads up. I've been hearing two factor authorization mentioned several times in this thread. This log in mess is not due to TFA. Two factor authorization requires a code sent to you via email or message,facial recognition, thumb print etc. in addition to your user name/email and password. Arlo log in requires email and password only. This newest attempt to irritate their customers is the result of them transitioning from netgear to arlo which is supposed to be complete by the end of the month. All of these past issues could have been avoided if Arlo management would have told their engineers back in April "IF IT AIN'T BROKE, DON'T FIX IT" 

Model: VMB3000 | Arlo Base Station, VMC3030 | Arlo Wire-Free Camera
Guru StephenB Guru
Guru

@parsrgood wrote:

Just a heads up. I've been hearing two factor authorization mentioned several times in this thread. This log in mess is not due to TFA. Two factor authorization requires a code sent to you via email ...


Yeah, I know how it works.  

 

Technically it's not related.  However, Arlo did uplift the security on the web client as part of their TFA implementation - and they rolled it all out as a package when they launched the new app.  That uplift includes the more aggressive forced logouts (even when simply refreshing a page).

 

As I've said in other posts, in my opinion they went too far.  There's no reason why I should have to do more logins with Arlo than I need to do with my bank.

Kaskillah Apprentice
Apprentice

A lot of things that are actually broken are getting no attention from their "engineers".

BPMayo7 Initiate
Initiate

I can't stay logged into the web app since the latest update.  Can't get help chat to initiate since all equipment selections on the chat start screen pull down menu do not seem to be supported and you have to choose a piece of equipment to continue, and to top it all off the help phone number requires a fee if you purchased the product(s) more than 90 days ago?  I also can't log in to the support function to send an email with the same credentials I use to log into the web app (yes it works just have to do it every time and what if you are in the middle of an "emergency" and want to check cameras?  Just tell us where to send the body I guess?)  If I knew customer service was going to be this abysmal I would have defintely bought a different product even at additional cost.  Anyone else having these problems?

Model: VMC4030 | Arlo Pro Wire-Free Camera
BPMayo7 Initiate
Initiate

There is absolutely no benefit to the consumer to be logged off or timed out of your own security system.  Recent update incorporated this change and it needs to be reversed.  I was the victim of a home invasion and bought this system in response to an obvious need for home security.  Now, if my smartphone battery is dead let's say..and I want to use the web app to monitor a "situation" I have to log in.  Now if it is an urgent situaion not only is valuable time lost, but, if the person trying to log in is a littel nervous and mistypes a username or password it could take several attempts.  I am also handicapped so mobility is an issue.  You might as well invite any intruders in while you log back in to "My Arlo".  I was told by an Arlo customer service rep in a chat session that this was intentinally done by the "engineers" during the last update "for security purposes" .  Well I am an engineer and my guess is that this was developed and deployed to save Arlo money or address potential liablity concerns (for them).  Keep us logged in!  It could literally save someone's life!  Here's an excerpt from the chat session wheree it was revealed that this change was made on purpose.

 

"Apologies for the wait, I appreciate your patience.  I was able to verify this one with the team and our engineers designed it that way for security purposes that the Arlo Web will time out if it stays on and running in the background but the cameras still continue to capture any activity or movements"

 

So that's just great.  The cameras will keep recording.  The person who needs them most jsut won't be able to see what the camera is catching.  How absurd!

djskyhawk Tutor
Tutor

I use fingerprint recognition on my Android phone, it only makes me log in every 30 days or so.  That works great, on my phone,  On my PC I used to be able to stay logged in, also, until latest update.  Now I log in, allow Flash, update page, and log in again.  I want to stay logged in, on my PC, as it is password protected.  It would be nice if Arlo would get with the rest of the tech world and stop using Flash, it will soon not be supported, then we're screwed.

Kaskillah Apprentice
Apprentice

I too am tired of loggin in everytime I check my videos. It's a big waste of time. I should be able to decide whether I want to stay logged in or not. My security settings on all my devices are adequate and I don't need arlo to make decisions for me especially since how bad their updates and general system now operates. It's a friggen joke.

I think arlo is just doing all this to piss everyone off since they already have our money for their garbage they call a security system. What a bunch of friggen BS!

parsrgood Apprentice
Apprentice

@Kaskillah 

I 100% agree. Arlo crippled our security systems last May. Since then every time their engineers release a new update on both app and firmware it gets worse. I wish more people would show their displeasure with Arlo's products instead of just reading these threads. Arlo's customer service is a joke and it's now all to clear that Arlo could give a rat's ass about all their customers with security cameras which are nothing more than decoys. Thieves know by now that they have the green light when see arlo camers. Do the right thing Arlo. Hire a crew that knows what they're doing. A crew that tests their app and firmware updates before releasing them to already pissed off customers. Then maybe, if you get it right you can get rid of most of your clueless support team and hire some knowledgable pros that don't read from a script. 

Model: VMB3000 | Arlo Base Station, VMC3030 | Arlo Wire-Free Camera
Macahi Apprentice
Apprentice

Yo, ARLO.  When are we going to get some kind of response?

Macahi Apprentice
Apprentice

@ShayneS 

 

We're still waiting for some kind of a response here.

Kaskillah Apprentice
Apprentice

I think the option should be left to the user whether they want to log in every time not Arlo. Very few of Arlo's decisions have been user friendly.

Macahi Apprentice
Apprentice

Is that clear now Arlo?

Highlighted
bvoswego Aspirant
Aspirant

Keep up the feedback to Arlo. I posted a question to Arlo two  months ago about the log off issue without any reply. One would think they would extend the courtesy of a response "we are working on it".

I continue to have other issues such as video play back and rapid advance during playback. Arlo then sends me a note that says they need more info from me after 12 hours and the ball is in their court not mine. The response key to update the case doesn't work. Things seem to be getting worse after the split to a separate Arlo company. I question their technical abilities at this time and into the future. A product is all about stability and service. I hope Arlo is listening.

Model: VMB3500 | Arlo Base Station, VMC4030P | Arlo Pro 2 Wire-Free Camera
Macahi Apprentice
Apprentice

You know it's causing lots of problems for those of us preferring to use the web portal.  You don't force the other apps to log out.

 

Why do you refuse to respond?  When are you going to fix this?

Macahi Apprentice
Apprentice

Still waiting for a fix Arlo

parsrgood Apprentice
Apprentice

@ShayneS 

The issue is with the web portal. PC / MAC. It is a pain and lengthy. Log in usually takes over a minute and then you have to unblock and allow flash and log in again. Flash will no longer be available in early 2020. Most large companies have known this since 2017 and have gone to HTML5 in anticipation. I suppose most of us who have spent a lot of money on your products are expecting Arlo to do the same, as many of your customers monitor their cameras on the web portal.

Kaskillah Apprentice
Apprentice

I only use the web app. The iPhone app is garbage. So will the app be the only way the monitor things?

We need answers.

Macahi Apprentice
Apprentice

@ShayneS 

 

As @parsrgood said, it's not the mobile, it's the web app.  You didn't read the thread before responding.  Arlo made this change months ago and we want it changed back.  It makes the web portal unreliable and unusable.

 

There are several threads which also go into more detail, like the timeout that's now imposed on the web portal, forcing us to go through the login process every 1/2 hour or so instead of staying logged in as it used to, and as the apps still do.

 

@parsrgood I predicted a few months ago that Arlo is going to drop support of the webportal when Flash support dies.  I got chastised by one person, but no other response.  I still think that might be their plan. 

parsrgood Apprentice
Apprentice

@Macahi 

Yes, I remember the comment. I’ve actually had comments taken off of threads because I had a pissing contest with one of Arlo’s supposed Super Users that are too quick to make comments on threads that don’t involve them. Their intent is to make us believe that they are knowledgeable, and in most cases they just come off as if they’re above the consumer. These threads have moderators. Most times you really have to get aggressive to get the moderators attention. But that’s who we want to hear from. The moderators. Not the super user, unless they’re having the same problems with the rest of the contributors to the thread.

Model: VMB3000 | Arlo Base Station, VMC3030 | Arlo Wire-Free Camera
Macahi Apprentice
Apprentice

@parsrgood 

 

Agreed.  BTW, you don't have to log in again after clicking the icon to enable flash.  Once you do that, click on the library or another portion of the portal, then click back to the Devices tab and you should be good to go.  Just don't refresh the browser and you're good for n minutes.

Guru StephenB Guru
Guru

@parsrgood wrote:

But that’s who we want to hear from. The moderators. Not the super user, 


My own intent is just to help folks out, and this is intended to be a community forum where people do help each other.   If you think I am violating forum policies, then report my posts to the mods.

 

FWIW, I agree with you that the repeated web client logins aren't necessary and that I wish they would revert to the previous login policy.  I use the web client more than I use the app, and I definitely find the flash issues and the login policy to be annoying.  Also, I find it annoying when something can only be done in the app.

 

@Macahi wrote:
BTW, you don't have to log in again after clicking the icon to enable flash. 

This is browser-dependent.  For instance, Chrome forces you to reload the page after you enable flash, and that does require logging in again (just as any page refresh does now).  

Macahi Apprentice
Apprentice
This is browser-dependent.  For instance, Chrome forces you to reload the page after you enable flash, and that does require logging in again (just as any page refresh does now).  

@StephenB 

Makes sense.  I'm using FF exclusively for this, and my work-around works for me.

Kaskillah Apprentice
Apprentice

I also use FF exclusively. It's a PITA to always sign in and was not what I had when I originally bought the system. It is very obvious that ARLO does not give a damn about it's customers. They never want to fix anything no matter how much we scream at them.

Guru StephenB Guru
Guru

@Macahi wrote:
This is browser-dependent.  For instance, Chrome forces you to reload the page after you enable flash, and that does require logging in again (just as any page refresh does now).  

Makes sense.  I'm using FF exclusively for this, and my work-around works for me.


I have FF installed, but prefer Chrome - partly because it uses its built-in flash player.  Looking at the reported CVEs, the built in flash players have fewer security issues than the actual plugin.  With Chrome I try to remember to enable flash before I log in (and also try to remember not to use the back control or refresh the page).  Chrome will remember the setting until I restart the browser (which I don't do that often).

 

Looking at 4K requires me to use Edge - which I do sometimes, but more frequently I just download and watch the video in VLC.  Edge just doesn't work that well for me to use it routinely.

 

So it's workable for me too, though of course it'd be better if they just switched to html5.

Macahi Apprentice
Apprentice

When are you going to fix this?  When are you going to restore the previous functionality?

 

I am getting sick and tired of not being able to rely on the webpage.  When I need to check a camera, I find that I've been logged out...again.  It takes forever to log in.  Leave us logged in like used to happen when I first bought this system.