Surveillance Android App Stopped Working #23980210

A Netgear Support ticket has been generated: 23980210 and I have sent an email to the POC, for the APP, on the Google Play website.

Any further actions that I could take?

I have the same issue - support declined to be aware of the problem. I think others need to chime in and place case #'s for them to address. The response I received basically said
- we are unaware of the problem
- buy extended support for ReadyNAS (and it is not a ReadyNAS problem - its a mobile app issue)

My case # is 24051752

Here is the last round of correspondence under the support ticket #23980210. They basically said that I should roll back my Android OS to the point that the Surveillance App works. Why don't we both add each others support ticket number to show that we know there is more than one user.

NETGEAR Support 10/12/2014 12:48 AM

Hi,

This is Jason once again from NETGEAR support.


I think contacting the phone vendor is the right path to this issue, because as I previously mentioned, their expertise relating to the phone firmware is necessary for this matter. As with the surveillance app, we are assuring you that we are constantly updating the software every now and then, to ensure that every new update from android is properly aligned with the app. Its just that for this instance, we really need your phone manufacturer''s intervention.


Sincerely,

Jason
NETGEAR Level 2 Support



Online Comment 10/12/2014 2:57 PM

I disagree with your last statement. Google/Samsung/Verizon will continue to update Android, as they believe necessary for their business model. If I do not update my phone with the latest, they will not support me - just as you would not support a costumer who refuses to update a Netgear product. If Netgear (or any vendor) plans to advertise and sale products as compatible with Android phones, you must continue to update to match the latest. I will attempt to roll back the Android version on my phone to prove that the Netgear Surveillance App is not compatible with the latest Android version but that can not be the final solution.

NETGEAR Support 10/13/2014 8:37 AM

Hi,

Thanks for the response, my apologies for all the inconvenience, I do believe that Netgear will not create a version of the application for a single user. I do believe updates will be release for the application in the future to work with the future updates that will be done on android.

The thing is the Android 4.4.4 version was release in the middle of this year and we have not receive any issue raised similar to this problem we are encountering this may be an isolated problem. For now if you want to continue using the surveillance application on your phone the next best option set the phone back to its previous android version where the surveillance application run without a problem.

Sincerely,

Marty
Level 2 Support Expert
NETGEAR, Inc.
http://support.netgear.com

ntrpriz1701e wrote:
I have the same issue - support declined to be aware of the problem. I think others need to chime in and place case #'s for them to address. The response I received basically said - we are unaware of the problem - buy extended support for ReadyNAS (and it is not a ReadyNAS problem - its a mobile app issue) My case # is 24051752

I added the following to my support ticket

Online Comment 10/17/2014 6:22 PM

I know from the Surveillance forum that there is another trouble ticket for this same problem. There ticket number is 24051752

I have already stated your case # in my response today
(case dialogue below):


Hi Brad,

I already checked the list of known issue for this ReadyNAS Ultra 4 Plus and ReadyNAS Surveillance mobile app and the issue you were experiencing was not included. Please try to uninstall or reinstall the app and upon checking the device is already beyond the 90 days of Support Warranty from its date of purchase.

To extend your technical support for your device you can avail extending your support contract. To learn more about it, please visit

• http://prosupport.netgear.com/technical_support.html

If you are interested about this support contract please let me know so we can arrange it for you.

For more information on your query, NETGEAR FAQs are available at:

http://support.netgear.com

Sincerely,

Level 2 Support Expert
NETGEAR, Inc.
http://support.netgear.com

My response today was:

Your message has one purpose in mind: getting me to sign up for additional support. The facts are what the facts are:
- your mobile device application no longer works with Android 4.4.4
- the ReadyNAS is not the problem since the problem is with the mobile application on the mobile device.
- The mobile app does not even get to the point where it tries to connect to the ReadyNAS for mobile streaming/playback (which could be indicative of a ReadyNAS support issue). This fact alone removes the ReadyNAS configuration out of the realm of possibility. It crashes when starting the app on the mobile device before the application has fully initialized and brought up the connect screen
- There are other people that have reported the same issue on both Google Play (where your app is published for distribution)
- There are other people that have reported this problem on the NetGear forums
- Removing and re-installing the mobile app does not resolve the problem (I tried)

I understand that you may not be aware of the problem, that it is not currently noted in the mobile app problem/knowledge base you utilize for support and are following your prescribed procedures. However, this problem does need to be noted as well as the EXACT problem reported by at least one other user (specifically case # 23980210)

Please respond...

Regards,

Brad Friedman

I got another response:
Hi Brad,

I already checked the case # 23980210 .

1. Have you tried going back to the previous version of the phone and check the connection again?
2. Do you encounter the same problem on other Android phones?


I responded with the following:

Thank you for response...

However, your thought process is quite flawed.

Why would I revert to an old version of the operating system. That would be like going back to Windows XP because your software won't work on Windows 7. Every other application works fine. Your software description on Google Play is that the software is compatible with Android 4.2 or higher. Well I am on a higher version and your application is not working. Second of all I would have to root my phone in order to fall back to a previous version of the operating system. That would void my phone warranty.

I have not tried the application on other Android phones running version 4.4.4. I only own 1 phone. How many phones do you personally own. Now my wife has an Android phone but her phone does not support the latest version of Android.

BTW - my phone is a Samsung S5. The most popular Android phone on the market. How many more people have to have the problem before Netgear decides to troubleshoot and address the problem rather that disclaim ownership of the problem? Because as time moves on, more people will be running 4.4.4 and more people will complain.

I would appreciate if you escalate this issue to a supervisory level because I believe we are not looking at this customer service issue at the same level.

Regards,

Brad Friedman

ntrpriz1701e wrote:

I got another response: Hi Brad, I already checked the case # 23980210 . 1. Have you tried going back to the previous version of the phone and check the connection again? 2. Do you encounter the same problem on other Android phones? I responded with the following: Thank you for response... However, your thought process is quite flawed. Why would I revert to an old version of the operating system. That would be like going back to Windows XP because your software won't work on Windows 7. Every other application works fine. Your software description on Google Play is that the software is compatible with Android 4.2 or higher. Well I am on a higher version and your application is not working. Second of all I would have to root my phone in order to fall back to a previous version of the operating system. That would void my phone warranty. I have not tried the application on other Android phones running version 4.4.4. I only own 1 phone. How many phones do you personally own. Now my wife has an Android phone but her phone does not support the latest version of Android. BTW - my phone is a Samsung S5. The most popular Android phone on the market. How many more people have to have the problem before Netgear decides to troubleshoot and address the problem rather that disclaim ownership of the problem? Because as time moves on, more people will be running 4.4.4 and more people will complain. I would appreciate if you escalate this issue to a supervisory level because I believe we are not looking at this customer service issue at the same level. Regards, Brad Friedman

Brad,

I have also been sending emails to the email address listing on the Google Play page - no responses. Figure we work Netgear from every angle.

Latest reply from Netgear:
NETGEAR Support 10/18/2014 5:34 AM

Hi George,

This is Jason once again, and I am answering your email on behalf of Marty.

As previously mentioned by Marty, we are constantly doing the best possible way we can to be able to update our app to run smoothly with the latest android. It's just that our previous suggestion is only a temporary solution to alleviate this problem while waiting for the next update.


Sincerely,

Jason
NETGEAR Level 2 Support

Case #: 23980210
Case Summary: RN31400 - RNNVR04L Android App
Product: RN31400

Update from NETGEAR:

Hi George,

Thanks for the response, the case number you have provided is still in progress that last update that the concern was forwarded to the our next level support we are still waiting for an update on it. While we are waiting for an update if you still want to use surveillance for now you may revert back to the previous android version on your phone.

Sincerely,

Marty
Level 2 Support Expert
NETGEAR, Inc.
http://support.netgear.com

Yeah - I have it at the next level and they (1st level) still waiting on a reply from the escalation team...They have had it for 3 days now.