Surveillance Android App Stopped Working #23980210

NETGEAR Support 10/28/2014 9:10 AM

Notes added by 56025
Hi George,

We would like to check if you have additional questions or concerns we can assist you with or is it ok to close the case?

Sincerely,

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

Online Comment 10/28/2014 3:11 PM

I do not consider the case closed until you issue an update for the Netgear Surveillance App that works with Android 4.4.4

HopToad, ntrpriz1701e - please do not post full names or other personal data of Netgear employees.

StephenB (as mod)

StephenB: I could not find full names from this topic - maybe they have been edited?

Still this level of support is very common for me when I have contacted NG couple of times - sadly! In my case I have stucked to level 2 support although my problem has not been solved.
The instruction has been for me to use Windows XP, Internet Explorer 8 or 9 and downgrade firmware of my device. And this is not a joke :shock:
Good support would be a great opportunity to survive in market place.

workbench82 wrote:
StephenB: I could not find full names from this topic - maybe they have been edited?

I removed them.

NETGEAR Support 10/29/2014 7:47 AM

Hi George,

Thanks for the response, we would like to apologize again for all the inconvenience. For this concern the issue is already raised and our engineering department looking on it right now. The issue might be addressed on the future release of the firmware or application when would that be we cannot provide the ETA.

Sincerely,

Marty
Level 2 Support Expert

Online Comment 10/29/2014 9:07 PM

Marty

In the interest of future customers, the APP distribution, on Google Play, should be update to reflect the fast that it does not work with Android 4.4.4

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 12:20 PM

Hi George,

Thanks for the response and again we do apologize for the inconvenience, our engineering department is aware about and they are working on it right now. I do believe our enginnering department is aware how fast the the release of updates for andorid, IOS and other OS or platform but everything will need to go testing phase to make sure that it would work with updates before releasing it to the end user.

Sincerely,

Marty
Level 2 Support Expert
NETGEAR, Inc.

Received a reply from support: here is to crossing fingers....

R&D engineer feedback:
We have confirmed this issue and fixed it. The new version APP will be released later, so please wait...

confirmed - update available on Google Play and it now works...