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Forum Discussion
Surveillance Android App Stopped Working #23980210
This App has stopped working on by Samsung G5 phone. When I attempt to bring up the App, the first screen will flash on the screen and then close with an error message that states "Unfortunately, Surv...
New mesg from support today - someone actually asking questions that may drive toward a solution (first step)...
NETGEAR Support 10/30/2014 11:18 AM
Hello, Below is R&D department feedback
As to this case, we have logged the server through remote live viewer AP and ReadyNAS Surveillance mobile app (1.5.1 + Sony xperia ZL Android 4.4.4) to test it. We could add server normally but cannot view the camera live view. Therefore, we have a few suggestions as below:
1. Did customer install ReadyNAS Surveillance mobile app first time, or this issue occurred after upgrade to new version APP?
2. Could this issue be reproduced? If could, please provide the detail steps to us, the video clip is prefferred.
3. Since we couldn''t duplicate the "crashed" issue, please request customer provide the error message snapshot to us.
4. If customer have another mobile device which is the Android 4.4.4, does this issue still remains on another device?
5. Please provide the mobile device''s model name which have this issue to us.
Online Comment 10/30/2014 12:07 PM
The attachments are included...Answers to questions:
1.This occurred after the upgrade to the newest version Android 4.4.4 and I am running the current version of the Surveillance app from the Google Play store. This was not a new install of the Surveillance App - I have been running it for 6 months.
2. Every time I start the app I get the error message "Unfortunately, Surveillance has stopped" (Report or OK). When creating an error log (I don't know how to send it to you) it states:
Source: Runtime.java
Source Class: java.lang.Runtime
Source Method: loadlibrary
Line number: 365
I have taken 2 snapshots of the stack trace (they overlap from 2 screenshots)
3. snapshot attached
4. I do not have another mobile device with 4.4.4 on it but I know there is at least one other user having the same problem - his case # is reported in my previous correspondences
5. I provided the mobile device info in a snapshot - It is a Verizon Samsung S5
Thanks
NETGEAR Support 10/30/2014 11:18 AM
Hello, Below is R&D department feedback
As to this case, we have logged the server through remote live viewer AP and ReadyNAS Surveillance mobile app (1.5.1 + Sony xperia ZL Android 4.4.4) to test it. We could add server normally but cannot view the camera live view. Therefore, we have a few suggestions as below:
1. Did customer install ReadyNAS Surveillance mobile app first time, or this issue occurred after upgrade to new version APP?
2. Could this issue be reproduced? If could, please provide the detail steps to us, the video clip is prefferred.
3. Since we couldn''t duplicate the "crashed" issue, please request customer provide the error message snapshot to us.
4. If customer have another mobile device which is the Android 4.4.4, does this issue still remains on another device?
5. Please provide the mobile device''s model name which have this issue to us.
Online Comment 10/30/2014 12:07 PM
The attachments are included...Answers to questions:
1.This occurred after the upgrade to the newest version Android 4.4.4 and I am running the current version of the Surveillance app from the Google Play store. This was not a new install of the Surveillance App - I have been running it for 6 months.
2. Every time I start the app I get the error message "Unfortunately, Surveillance has stopped" (Report or OK). When creating an error log (I don't know how to send it to you) it states:
Source: Runtime.java
Source Class: java.lang.Runtime
Source Method: loadlibrary
Line number: 365
I have taken 2 snapshots of the stack trace (they overlap from 2 screenshots)
3. snapshot attached
4. I do not have another mobile device with 4.4.4 on it but I know there is at least one other user having the same problem - his case # is reported in my previous correspondences
5. I provided the mobile device info in a snapshot - It is a Verizon Samsung S5
Thanks
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