Yet Another APP Issue...Viewing Videos on APP

[KachinaShadow]

@BrookeN 

App Version 6.31.0 (6310005)

While viewing videos from feed or individual cameras, when you click on the thumbnail the video plays just fine, but when you advance to the next video the time scroll bar is moving but the video is frozen. Sometimes it's just the very next video and sometimes it's every video you scroll to.

Simple solution...someone needs to quit messing with the app until after it is working with NO issues 

[jguerdat]

@BrookeN I see exactly the same issue on Android.

[BrookeN]

Do either of you mind sending me logs?

@KachinaShadow can you remind me are you on iOS or Android?

[KachinaShadow]

@BrookeN @jguerdat 

Sorry, I should have mention that I am on Android.
The last two times (quite a while ago) I tried to send you logs it failed but I'll give it another try.

It's been a few years since I generated & sent any log files...can you update me on the procedure?

[BrookeN]

@KachinaShadow thank you. I sent you a dm with the instructions on how to do that. 

[KachinaShadow]

@BrookeN 
Sent via Gmail...just now

[Edinburgh_lad1]

According to James, this issue is to be addressed in the upcoming version of the app. When? One needs to sit patiently and wait their turn.

https://community.arlo.com/t5/Arlo/Another-step-backwards/m-p/2482392#M105352

But I'd like to second what @KachinaShadow is saying about better quality control. In fact, a number of users have said that and over a period of time, and nothing: it all seems to fall on deaf ears, doesn't it?! Do we need to file a petition for improvements in this area because, frankly, it's exhausting having to deal with constant issues TBH.

[Edinburgh_lad1]

So, this issue hasn't been resolved with the new 6.32.1 app. It was to be expected, wasn't it. So, go forward to view the next video (swipe to the next one), then back, then forward again.

[KachinaShadow]

@BrookeN @Edinburgh_lad1 

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@Edinburgh_lad1 wrote:

So, this issue hasn't been resolved with the new 6.32.1 app. 

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About a week ago I received a phone call from Amps in Customer Support about my case regarding this issue. Needless to say, I was a little confused since I hadn't opened a case on this issue, but we spoke for about 15 minutes on what was happening and he even looked at the link that @Edinburgh_lad1 had put in message 7 of this post, referring to what James had said in that thread...https://community.arlo.com/t5/Arlo/Another-step-backwards/m-p/2482392#M105352. After him reading that thread it was decided that a resolution had been found and it was just a matter of waiting for the app update to be released.

Yesterday I received a follow up call from Amps to see if the issue had been resolved...it had not and still hasn't. He then told me that he was puzzled by the fact that the thread from that link had been removed and he wasn't sure just why. He did tell me that the issue had been resolved and that even though I was seeing the same issue, he assured me that the update would be released soon and that he was closing the case 🤔 🙄 

So...why would James say that there was a fix?...why was the thread that stated there was a fix mysteriously disappear?...why did Amps insist on closing my case? and why hasn't anything been fixed???? What is going on with this and what do we do now...just sit and play the waiting game? None of this makes any sense and perhaps @BrookeN could find out just what's going on with this whole mess.

[Edinburgh_lad1]

Let's ask @JamesC then and let's hear it from the horse's mouth.

[KachinaShadow]

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@jguerdat wrote:

@BrookeN I see exactly the same issue on Android.

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@jguerdat @Edinburgh_lad1 
Are you still seeing this behavior? Supposedly they've released a fix for this but I still have the issue.

[Edinburgh_lad1]

Yes, I'm still experiencing it, together with *a number* of other issues that remain unresolved. I also anticipate new ones.

For those in Europe, I think the way forward is a collective executive team complaint to Verisure (either at UK level or European level), as the problem of new issues emerging continues - despite users on here and elsewhere calling for more quality control - and has done so for as long as I've been using the new version of the app.

As a user, I've been very dissatisfied with the way things are with this app.

[jguerdat]

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@KachinaShadow wrote:

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@jguerdat wrote:

@BrookeN I see exactly the same issue on Android.

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@jguerdat @Edinburgh_lad1 
Are you still seeing this behavior? Supposedly they've released a fix for this but I still have the issue.

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Yup, still seeing it here. Updated to beta 6.33 yesterday and am still having the issue.

[JamesC]

After checking the internal ticket related to this issue, the latest information states that more improvements have been made and it will be fully resolved in version 6.34. Testing is still ongoing, I will keep you posted.

I've also restored the other thread on this topic, it was archived due to an unrelated spam post which has since been removed.

JamesC