can't turn morion on or off

[maslen5]

I cant turn the motion on/off, app samsung s5 , all i get is "getting status", i can get into settings but the app crashes everytime, latest firmware

[jguerdat]

Try reinstalling the app and maybe a restart of the phone.  Does it still crash?  If not crashing, try logging out and back in.

[maslen5]

Tried all of that no good still

[jguerdat]

Is the phone on the latest update?

[maslen5]

Yes phone is up to date

[maslen5]

Still can't get any email reply from netgear, shockly bad customer service!

[JamesC]

maslen5,

Are you only having this issue with the Arlo mobile app? Do you see this behavior when accessing from any other mobile devices? Do you get the error when accessing from a web browser on a PC?

JamesC

[maslen5]

Only on my phone samsung s5, work on wifes iphone ipad etc, now when it records video i dont get the number of recording next to the cameras but they are in the library!

[jguerdat]

There's a new version of the Android app - have you installed that? You can try uninstalling the current version and then install the latest. That will cause the app settings/cache to be totally reset which may help. 

The new app also gives you video counts for the cameras again.  The strategy is different now - it shows you how many new videos are present until you visit the library which resets the count.  Think of it as only a new video counter.

[maslen5]

Just did that still no good, on the mode screen all i get is "getting status"

[jguerdat]

Got nothing more for you.  There's apparently some incompatibility. Do you have antivirus/spyware software installed?  Try removing it temporarily.  I'm using Malwarebytes and Lookout with no isses on an older tablet (Nexus 10 with 5.1.1). Maybe your phone OS is just too old...

[maslen5]

New phone Samsung 7, still the same problem, uninstall Antivirus still did not work

[JamesC]

maslen5,

Please contact the Arlo Support Team to further investigate this issue. You will find several options for contacting support in the provided link. If you have any additional questions/concerns feel free to private message me. I would be happy to help.

JamesC