Vehicle Recognition no Longer Working

[KachinaShadow]

For the past two days "vehicle recognition" has not been identifying any recognized vehicles, most of which are the same ones that have been identified previously...it doesn't even recognize the FedEx trucks!

Also, about 60% of all vehicles are now shown as "motion" instead of "vehicle" and it's about the same for "people" which are also shown as "motion".

This applies to all cameras and no settings have been changed whatsoever. 

[KachinaShadow]

@BrookeN 

Hi Brooke, 
Could you forward my previous post, with the description of the issue, to the appropriate team?

I just spent 57 minutes on the phone with support and it was a disaster...first twenty minutes were spent trying to convince her that I wasn't having an issue with the cameras not detecting motion or not being able to view recordings, along with trying to explain "vehicle recognition", which she had no idea of what that was.

After placing me on hold for quite some time (numerous times), she then tried to walk me through the initial setup of "vehicle recognition" which I tried, in vain, to let her know that it was already set up and had been working just fine for the three weeks, since I began the new plan.

Then came uninstall & reinstall the app, which I'd already explained that the app & web portal had the same issues so it had to be on the Arlo end. Next was uninstall & reinstall the one camera that was flagged for vehicle recognition, which I'd already explained that all cameras had identification issues with people being ID'd as "motion", not just the one camera.

The last thing was her request for me to attach a picture to the case, in the support center, along with a brief description of the issue, to which I explained that there was no longer a way for me to describe anything when updating a case (as you are already aware of 😉), so she said that she (the person who didn't understand anything I was describing) would describe the issue on the case, in the support center, so that the photo would be understood and this is what she wrote (looks like a stock answer to me)....."Based on our recent conversation regarding app setting , here are the related KB articles that would resolve your query and would be helpful for future reference". I'm not sure if anyone would relate that description to the actual reported issue or the photo (also there was no KB article attached, which really couldn't exist for an issue that specific). Note that the picture I attached was of a FedEx truck being recognized as "motion" instead of "FedEx", like it is in my "recognized" file.

Sorry to go on and on but it was a very frustrating 57 minutes, but I'm now enjoying a cold beer and typing this, so everything is good 😁

Thanks,

Paul

[jguerdat]

WHat version of the app? I just checked using Android 5.5.2 and am not seeing this. I do still get FedEx as UPS some but not too many (you would think white vs brown would be a key for the AI to use). I slogged through the unknown section twice as well as each of my 8 known vehicles to verify things were working right. I do have all Smart Notification types enabled so maybe that's a difference?

[KachinaShadow]

@jguerdat 
Android - app version 5.5.0.28795, Released 01/30/25...this issue occurs on both the app & the web portal.

Up until three days ago everything worked great but now it shows all vehicles as "vehicle" or "motion" (vehicle recognition is only set for one camera and prior to even having the "recognition" feature, all vehicles were ID'd as "vehicle", never as "motion") and now all cameras are showing people half the time as "motion", not as "person"...something it's never done until three days ago (have not activated "person recognition" yet).

As far as the Smart Notification types, on that camera (that's included in "vehicle recognition") I've always had everything but package selected.

By the way, I solved the delivery truck ID's being wrong sometimes problem by identifying all of them and adding them to one bucket named "Amazon, FedEx, UPS, USPS"...worked great, at least it di up until three days ago.

[KachinaShadow]

UPDATE...
Yesterday I activated "person recognition" and there is now multiple images of 3 people in the "recognized" file but all of those people (just like any other people) are still being identified as "person" and "motion".

Also note that maybe 1 out of every 25, or more, vehicles that are in the "recognized" file are being ID'd correctly while the majority of those (along with any other vehicle) are being ID'd as either "vehicle" or "motion".

I have just turned off person and vehicle recognition and we'll see if vehicles and people are identified correctly (as just "vehicle" or "person" and not "motion"), like in the past with just "smart detection" turned on.

[BrookeN]

I know this is probably something you have already done but have you toggled it off and then logged out of the account. Logged back in and then toggled those options back on to see if that changes the behavior you are seeing?

[KachinaShadow]

---

@BrookeN wrote:

I know this is probably something you have already done but have you toggled it off and then logged out of the account. Logged back in and then toggled those options back on to see if that changes the behavior you are seeing?

---

Hi Brooke,
Saw your message about 10am this morning, and over the last few days of working on this issue...toggling on/off...logged out/in...restarted the hub...all numerous times but not keeping track of any specific order I thought I'd follow your suggestion in the exact order. Now here's where it gets interesting...at 10am (pacific time) when I was going to do this, I thought I'd scroll back through the "feed" and I found that everything since 7am was now back to normal...identified everything as if nothing had ever happened. So I left it alone and thought I'd check it later...it's now after 5pm and everything for the day is still being identified correctly...go figure 🤔

So I guess everything is now fixed but I thought I'd let you know that with all of the customer service issues, which I described at the beginning of this post, I was told that after I uploaded the requested picture (that nobody would know why) I would then receive a callback shortly. Well that never happened but what I did get today was an email (pic below) for this case asking ME to update it...of course when you click on the update button it takes you to the Support Center which, as we have discussed in a previous post  https://community.arlo.com/t5/Arlo/Support-Through-App-or-Web-Portal/td-p/2439663  has no way to update or comment on a case.