The new app update is causing my cameras and base station to go offline.

[rezasadeghi]

Hi Arlo Support Team,

Since the recent Arlo app update, my cameras and base station have been going offline frequently. This issue began right after the update and has made the system unreliable.

I also recently added three XL Essential Outdoor Cameras to my setup, and I’m not sure if the issue is related to the new devices, the update, or both.

To temporarily restore functionality, I’ve had to close and reopen the app multiple times, which is inconvenient and not a long-term solution.

Please advise on how to resolve this issue at your earliest convenience.

Best regards,

[BrookeN]

Is it just your indoor camera that you are seeing offline or all the cameras going offline. Looking into the account I do see all camera's are online except the indoor one. 

[rezasadeghi]

Thank you for your response. Currently, the cameras appear to be online; however, as I mentioned, the application occasionally requires multiple restarts to display the camera feed. The cameras seem to be functioning, but the application and web interface are intermittently unable to connect. This issue usually resolves itself after several restarts of the application, but the problem occurs randomly and not consistently.

[BrookeN]

Can you please reach out the next time it happens and I will have you pull some logs for me, so the development team can look into it further.

[rezasadeghi]

Hello, I recorded a video on my phone to demonstrate another problem with my application that may be related to the main issue. Unfortunately here it wont let me to upload it. Please let me know how can i send the video for you. This might be helpful. 

Cheers 

[StephenB]

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@rezasadeghi wrote:

Hello, I recorded a video on my phone to demonstrate another problem with my application that may be related to the main issue. Unfortunately here it wont let me to upload it.

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If you can put it into cloud storage or youtube, then you can post a link to it.

[rezasadeghi]

Hi, here is the link

https://photos.app.goo.gl/aBGbEDs1NTASRxi67

As you see in video the I have to close and open the Arlo app several time to see the camera. it shows network issue but I am near the router. I hope this video helps.

[BrookeN]

Thank you for providing that video and information. I have let the development team know the behavior you are seeing. I will update you as soon as possible. 

[BrookeN]

Can you please restart the app and see if you are still seeing the same behavior?

[rezasadeghi]

Restating the app as I explained it before fix the issue temporarily and it will back. I power cycle the hub and so far I haven't experienced the issue yet.  I am going to give it a time and I will check it constantly to see if the problem comes back. I hope the developer can find the bug after you sent the video for them. 

[BrookeN]

I understand that you have tried that before. However, I was asked by the development team to have you restart the app. Can you please do that and then let me know within the next day or so if you are still seeing the same behavior. 

[rezasadeghi]

Sure, I did restart the app and I will update you tomorrow. 

Cheers 

[rezasadeghi]

Hi, 

So far I haven't gotten any error messages regarding network issue  but I experienced some of my cameras go offline and get back to online randomly. I will update you again if something happens.