Upgraded Arlo App

[Gardenut]

I accidentally logged out.  When I logged back in, it "upgraded" the App, and I'm now missing some of the special groupings I had.  Is it possible to go back to the "old" App?  

[Edinburgh_lad1]

No.

[BrookeN]

Once updated to the new app you cannot go back to the old app. However, if you have any questions regarding the new app, we would be more than happy to help. 

[Gardenut]

I can't upgrade to the new app on my other device.  Does that mean I can't use my other device for Arlo now?

[StephenB]

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@Gardenut wrote:

I can't upgrade to the new app on my other device.  

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Why not?  What device is it?

[Gardenut]

It's an old android phone, absolutely full (and I am not sure if the cracked screen adds to the issues, but I can't add / change any apps on it.

[StephenB]

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@Gardenut wrote:

It's an old android phone, absolutely full (and I am not sure if the cracked screen adds to the issues, but I can't add / change any apps on it.

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Are you using the username/password for the Arlo app on both phones?

[Gardenut]

yes

[StephenB]

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@Gardenut wrote:

yes

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Then you should be seeing the same interface.

What version of the app is running on the old phone?

[DaWeav]

I have been updated to the new app GUI experience.

I had geofencing setup, so why the new app GUI didn’t automatically create two replacement Automations for geofencing is confusing. Anyway, I had to fiddle around in the new GUI experience to disable the Custom Mode so that I could then create my two geofencing Automations to replace what I had before.

As for the Modes or Automations, one thing I noticed was that I could not setup a Customized Device Action to either Enable or Disable a Camera. Luckily, the SmartThings integration still works to Enable or Disable the Camera so thank you for maintaining the SmartThings integration for that. However, you might want to add this feature to your app. Because if I manually select a Mode in the Arlo app and the Camera is Disabled, then nothing works.

I like that Alro decided to incorporate “three” Modes by default instead of just two in this new GUI experience.

Overall, this new GUI experience is interesting, and it fixed the previous app’s geofencing notifications that had stopped working.

[Gardenut]

I'm not smart enough to know how to check....?

[StephenB]

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@Gardenut wrote:

I'm not smart enough to know how to check....?

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When you open the app, there should be an "about" section that will give you the version.  I don't recall exactly how to find that in the old app interface, but start by looking in settings.

Also, the current app requires the phone to be running Android 9 or later.  That could be the problem if the phone is 6+ years old.  So check the Android version also.  If you can't find that, post back with the specific model of the problem phone.

[Gardenut]

The other iss ue is that NOTHING WORKS.  I've tried toggling between away, standby and home, but none of the cameras record.  They are the old model VMC3030.  I think my 30 day trial period will be over soon.  Any advice before I toss ALL of them?

[StephenB]

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@Gardenut wrote:

The other iss ue is that NOTHING WORKS.  I've tried toggling between away, standby and home, but none of the cameras record.  They are the old model VMC3030.  I think my 30 day trial period will be over soon.  Any advice before I toss ALL of them?

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Can you make a manual recording while livestreaming one of the cameras?

[Gardenut]

I didn't think to try that - yes, I can record live views.

[StephenB · Accepted solution]

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@Gardenut wrote:

I didn't think to try that - yes, I can record live views.

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Ok.  So two issues:

1. you aren't getting motion-triggered recordings
2. One old phone is showing the old user interface

Let's focus on the first issue.

When you select routines, and then modes, and then Arm Away, you should see a "Device Rules" list that shows all your cameras.  Are you seeing that?  Or is that list empty?

Similarly, when you select routines->modes->Arm Home, you should see the same list that shows all the cameras.  Are you seeing that?

When you select routines->modes->Standby the list should empty.  Note Standby disarms all cameras (so is the same as the Disarm control you had before).

[Gardenut]

Why does this say "solved"???  It's NOT solved, I'm STILL not getting recordings, and I have 3 days left on my trial.

[Gardenut]

Why doesn't Arlo want to keep their customers????  I'll never recommend them.

[BrookeN]

@Gardenut there was no response since StephenB responded on November 24th. Can you respond to that post. 

Ok.  So two issues:

1. you aren't getting motion-triggered recordings
2. One old phone is showing the old user interface

Let's focus on the first issue.

When you select routines, and then modes, and then Arm Away, you should see a "Device Rules" list that shows all your cameras.  Are you seeing that?  Or is that list empty?

Similarly, when you select routines->modes->Arm Home, you should see the same list that shows all the cameras.  Are you seeing that?

When you select routines->modes->Standby the list should empty.  Note Standby disarms all cameras (so is the same as the Disarm control you had before).

[Gardenut]

Although I DO appreciate your help, I REALLY wish Arlo supported their product!  I haven't been able to use my cameras for almost a month now, and now only have 3 days left before I have to make the decision to toss them in the trash.  When I click on "arm away" or "arm home" or "standby" nothing changes.  My cameras are listed below and don't change....so I'm not sure what you are trying to tell me. 

[Gardenut]

Oh, now I see what you're talking about. There are no cameras under arm home and on standby.  If I need to add them, I don't know how.  Why would Arlo force us to a whole new app without any instructions????

[StephenB]

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@Gardenut wrote:

When I click on "arm away" or "arm home" or "standby" nothing changes.  My cameras are listed below and don't change....so I'm not sure what you are trying to tell me. 

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We are asking you to 

1. select Routines
2. then select Modes
3. then press the > next to Arm Home

Then let us know if you see cameras listed in the "Device Rules" section on that screen.

Then do the same for Arm Home.

If you do see the cameras under "Device Rules", then also press the > next to one of those cameras, and let us know if you see "Record Video" selected under "Then Do This".

[StephenB]

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@Gardenut wrote:

Oh, now I see what you're talking about. There are no cameras under arm home and on standby.  If I need to add them, I don't know how.  Why would Arlo force us to a whole new app without any instructions????

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I saw this after my reply.

So now press the + sign right next to "Device Rules".  You can then add one camera, making sure you have both notification and record selected in the "Then do this" section.

You can then repeat this process for each camera.

Look at upper right of the screen for "Save".  If you see that, then make sure you do press that, otherwise your changes will be lost.

[Gardenut]

Thank you.  Now that I've added my cameras, maybe I can test them out.  My trial is almost over (I was notified last week, so I'm not even sure if it's still working).  How can I tell when the "trial" is over?  Is there a way to have Arlo restart it since I just NOW know that I need to add my cameras back in?  ARE YOU AFFILIATED WITH ARLO?  IF SO, CAN YOU PLEASE GIVE THEM FEEDBACK THAT IF THEY ARE GOING TO FORCE LONG-TERM ARLO USERS TO GO TO A NEW APP, THEY NEED TO PROVIDE INSTRUCTIONS, OR HAVE A MORE TIMELY WAY TO CONTACT SUPPORT (IF ONE EVEN EXISTS?)?  Thank you for your help.  Also, what's the difference between arm away and arm home?  It appears that arm away is active when I'm at home....??????  Is arm home activated when I'm away?  I HATE THIS APP!!!

[StephenB]

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@Gardenut wrote:

ARE YOU AFFILIATED WITH ARLO?  

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No.  I do not work for them, and I do not represent them in any way.

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@Gardenut wrote:

How can I tell when the "trial" is over?  

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Press the profile icon in the upper left of the app.  The subscription should be listed under "Home" (and would say "No Plan" if the subscription has expired).   If you installed cameras at different times, then each has its own trial (and they will expire at somewhat different times).

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@Gardenut wrote:

Now that I've added my cameras, maybe I can test them out. 

Walking in front of them should do it.

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@Gardenut wrote:

what's the difference between arm away and arm home?  It appears that arm away is active when I'm at home....??????  Is arm home activated when I'm away? 

The default set up has all cameras armed in "Arm Away", but only outdoor models armed in "Arm Home".  Note this is just done by camera model - outdoor models would be armed in "Arm Home" no matter where they are placed.  And Standby disarms all cameras.

You can change this by editing the Device Rules in three modes, so you can set up the modes differently if you like.  Unfortunately you cannot change the name.

But Arlo's idea is that "Arm Away" should be used when you are away, and "Arm Home" should be used when you are home.  They are not automatically switching between theses modes by default.  But you can set up a schedule that switches modes automatically.   

You can also set up geofencing, so the system will change modes when you leave home with your phone, and change again when you return.  Though geofencing is buggy (and doesn't work that reliably enough in my case for me to trust it).