iOS app library does not display SmartThings-generated clips (starting ~ 11-Oct-16)

[arlouser3]

This has been discussed in another thread, but that thread started with an older, probably different issue.  This is a new problem that may be limited to SmartThings integration, so I thought it appropriate to start a new thread to help other users find the problem.

Problem:  Arlo app on iOS does not properly display, in the library, clips generated by SmartThings ("ST").  Instead, the app displays a blank, non-selectable placeholder for each clip.  (See attached picture for example of placeholders.)

Troubleshooting information:

• This problem began sometime after 8-Oct-16 with no changes on my end.
• The clips ARE properly created and ARE listed properly in the library through the Arlo website and the Android app.
• This problem is not seen with a manual recording, which is properly listed in the iOS app library.
• When a manual recording is created, the non-selectable placeholders for that day disappear, but all clips (both manual and ST-generated) are still displayed correctly through the Arlo website and the Android app.
• I have uninstalled and reinstalled the app as well as rebooted both the ST hub and Arlo base station.
• This problem occurs in iOS 9 and iOS 10, with both the current version of the app (2.2.0) and the most recent previous version.
• This problem occurs across Apple hardware; I have tested it on an iPhone 5, iPhone 6, and iPad, and another person receiving Arlo support for this identical problem (see link below) has tested it on multiple iPhones and iPads.

Analysis:  The problem may be limited to the display of SmartThings-generated clips in the iOS app library, across Apple hardware, iOS versions, and iOS app versions.  Therefore, something has recently (after 8-Oct-16) changed in how SmartThings-generated clips are encoded or reported on the cloud/server side, and now the iOS app (old and new versions) cannot properly read and display the clip information.

Finally, Arlo support is also working with another user with the identical problem, and his information is in this link from an older thread:  https://community.netgear.com/t5/Features/Arlo-APP-does-not-show-any-Videos-in-the-library-IOS/m-p/1...

I have a support ticket open on this.

Example of the placeholders that are displayed for each SmartThings-generated clip: 

 

[danieledge]

seeing exactly the same issue, did you hear anything from support?

[arlouser3]

After a number of exchanges, we reached the "we'll get back to you" stage.  Hopefully it got elevated.  I also have a ticket open with SmartThings, who at least read what I wrote each time.  After a couple exchanges, we're also at the "we'll get back to you" stage.

Interestingly, I am now able to view videos in the SmartThings app.  This did not used to work for me.

I encourage you to open tickets with both Arlo and SmartThings to help prod them into action. 

I believe that SmartThings changed something about how their app reports/passes on ST-triggered videos, probably something trival regarding the clips' metadata, and for some reason the Arlo iOS app can't figure out this new format, although the Arlo Android app and the website have no problem.

[musiddiqui]

I am also at the we will get back to you stage. Didn't think about opening a ticket with smartthings. Will do that now. 

[musiddiqui]

I just noticed that recordings triggered via IFTTT have the same issue. I have updated my ticket to let Arlo support know. 

[mattih52002]

Hi,

Recently (as of last week) I noticed my videos stopped appearing in the Arlo iPhone smart app. I receive a push notification and email fine and can view those videas in the web login.

I do have Arlo integrated with Smartthings but up until last week this has been working fine (for most of it).

Any suggestions?? Its frustrating that I can't see the videos through the app.

[JamesC]

Thank you all for the case numbers. I will investigate this issue further and post an update when I have more information.

JamesC

[arlouser3]

Just checked in to my support ticket to keep it open, and posting here to continue centralizing information.  According to users on the forum, the following 4 support tickets all concern this identical problem where the Arlo iOS app library lists non-selectable placeholders for clips generated through SmartThings or IFTTT, although those clips are properly created and viewable through the Arlo website or the Arlo Android app:  27564589 (user Postalant), 27554723 (user CrazyTown), 27528662 (user musiddiqui), and 27536066 (which is me, user name arlouser3).  In addition, user mattih52002 reports this identical problem.

There are at least two forum threads discussing this problem:
(1)  https://community.netgear.com/t5/Features/Arlo-APP-does-not-show-any-Videos-in-the-library-IOS/m-p/1...
(2)  https://community.netgear.com/t5/Features/iOS-app-library-does-not-display-SmartThings-generated-cli...

I have not had any news.  I would encourage anyone with this issue to open a support ticket and post the ticket number here.

[musiddiqui]

Did anyone hear back from Netgear support.  Last email I received was to tell me that they are waiting for feedback from the engineering team.

[arlouser3]

Same here. I had basically the same response as above:  yes there is a problem, our engineering team knows about it, SmartThings knows about it, nothing to be done until they email me. 

[arlouser3]

Oh I guess it was the other thread where someone posted the response.  Here's what I got:

In behalf of Mary Jean, thank you for the information you have provided.

As we have checked with the team, it appears that we are currently encountering an issue for iOS devices integrated with SmartThings. Our Engineering team and SmartThings are already aware of this and are currently working towards its resolution.

Please allow us to get back to you as soon as we receive an update from them.

This message is for your information only. There is no additional action needed from you at this time. The case will be updated and you will be notified.

Thanks for choosing NETGEAR. Have a great day!

Regards,

Jo Ann
Expert ID: 46279
NETGEAR Support Expert

[musiddiqui]

Arlouser3 thanks for the reply. Hopefully this gets resolved soon.

[musiddiqui]

I noticed last night that my SmartThings and IFTTT videos started showing in the iOS app library. Everything seems to be working as it should. Hopefully this problem was resolved for everyone else as well.

[arlouser3]

Hey, it works for me now too. Glad you posted. Glad they got it fixed.

[JamesC · Accepted solution]

For those users who were affected, a fix for this issue was deployed yesterday which should resolve the issue. If you are still experiencing this issue, please let me know. Thanks again to the community for bringing this issue to our attention.

JamesC

[steve69]

i don't see any videos in my library since i connected with smartthings