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]

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@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?

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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.

[BrookeN]

Thank you for providing that update, I am happy to hear that it is working again. 

[KachinaShadow]

@BrookeN 
Now it's NOT working on the web portal but is working on the app. On the web portal it only ID's with the generic tags (vehicle, person) and interesting enough is all of the previously "recognized" videos, from the past couple of days, now have the "recognized" tags changed to generic tags and no matter how far I go back, prior to the original issue, there are now NO videos which had been "recognized"...they now all have the generic tags. There's now an error message (pic below) at the top of the "Feed" screen (web portal) (not every time) which may provide a clue as to the issue 🤔

*** UPDATE *** After logging out and logging back in three times, the error message disappeared and the "recognized" tags were now back. Logged out/in a couple more times until I was able to get the error message back...when the error appears the "recognized tags go away and are replaced with the generic tags.

[StephenB]

@KachinaShadow - Just wondering what the "Exception from Savant" bit is about.

Do you have a software package running on the PC called Savant?

[KachinaShadow]

@StephenB 

Negative

There's also another shorter message that occasionally comes up when trying to edit or delete a vehicle which also mentions Savant. I'll post it next time it pops up.

Does however make me think of Rain Man 😁

[jguerdat]

There's an AI package called Savant. I wonder if something installed recently is using it. 

It may be worthwhile temporarily disabling any Internet security software to test.

[KachinaShadow]

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@jguerdat wrote:

There's an AI package called Savant. I wonder if something installed recently is using it. 

It may be worthwhile temporarily disabling any Internet security software to test.

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Haven't really added anything for weeks prior to this message coming up and since it is random It may be tough to replicate it (haven't been able to today) with or without Internet security software...but I'll keep trying.

[KachinaShadow]

@jguerdat @StephenB @BrookeN 

I was just getting ready to update this post saying that I have not been able to recreate the "savant" error messages (I've seen three different versions over time) and note that the vehicle recognition seems to now be working as good as in the past (but still needs a little help). 

I was just in the "person recognition", 10 minutes ago, looking at the three people I have recognized and everything was just fine but 5 minutes later when I tried to go back in there I received the following (pic below)

After I took the screenshot I went back into "person recognition" and everything is back to normal.

[StephenB]

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@KachinaShadow wrote:

I was just in the "person recognition", 10 minutes ago, looking at the three people I have recognized and everything was just fine but 5 minutes later when I tried to go back in there I received the following (pic below)

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Did you have your router VPN client enabled?  If person recognition isn't legal in the location where the VPN connection terminates, you could see that message (depending on how Arlo verifies the camera location).

[KachinaShadow]

@StephenB 

No...VPN was not enabled due to some live feed issues...but that a whole other post 😉

I was more interested in the "feed error" "Savant" error message that I occasionally get when in "feed" or "recognition". Never had the "Person Recognition isn't Supported in your Location" before.

@jguerdat had noted "There's an AI package called Savant. I wonder if something installed recently is using it" but I haven't been able to find anything like that and certainly haven't made any changes recently that would have caused this error message to appear, so I was wondering if Arlo may be using some type of AI, that's related somehow to this AI package Savant that @jguerdat was referring to 🤔

[StephenB]

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@KachinaShadow wrote:

@jguerdat had noted "There's an AI package called Savant. I wonder if something installed recently is using it" but I haven't been able to find anything like that and certainly haven't made any changes recently that would have caused this error message to appear, so I was wondering if Arlo may be using some type of AI, that's related somehow to this AI package Savant that @jguerdat was referring to 🤔

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FWIW, I haven't seen your error.   

Savant is an AI application framework that is used to build computer vision AI that runs on Nvidia hardware.  Since Arlo doesn't install any software on the PC, you won't see Savant installed there.  It is possible that Arlo is using Savant in their cloud.

• https://docs.savant-ai.io/v0.5.4/

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@KachinaShadow wrote:

Never had the "Person Recognition isn't Supported in your Location" before.

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There are several areas where person recognition is illegal.  For example, Texas and Illinois in the US.  I think Arlo is using IP geolocation (and maybe other methods) to ensure that the feature is not deployed in those areas.

It sounds like Arlo briefly got confused on the location of your cameras.