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Unlock the potential of your DSLR or mirrorless camera and capture amazing images in any conditions.
Unlock the potential of your DSLR or mirrorless camera and capture amazing images in any conditions.
15,766 backers pledged $2,650,310 to help bring this project to life.

September 6 Update

Posted by Ryan Stout (Creator)
59 likes

Hey everyone, Ryan here with this week’s update. I have quite a bit to update everyone on this week, so let’s just jump right in.  

Software Update  

We’ve had some starts and stops with software releases over the last two weeks. Over a week ago, we submitted 0.9.10 to both Apple and Android. The new releases switched the Android connection process to use WifiDirect, which is a pretty big change under the hood. With Android we try to test on as many phones as we can, but with 25,000 unique models, it can be hard to catch every issue, especially on the connection side of things. The new build worked great on most devices, but we did see some issues we traced back to our new WifiDirect drivers. Jack, our embedded engineer is now able to duplicate these issues and is working on them now. Unfortunately, this may take him some time, so in this release we’ve switched back to normal Wifi for connections. We were able to make some changes to the standard Wifi connections that improve the experience. That said, if you run into any issues with firmware updates we still recommend the desktop firmware update process.  

Since we saw an issue on our WifiDirect drivers, we had to hold the Apple release until we had a solution. The underlying drivers are the same, and we didn’t want to impact iOS users. Once we had a solution, we had to resubmit since the app had changed. The new Apple mobile app was submitted yesterday and was approved earlier today; it’s now available in the app store. The Android app has also been submitted and should be out in the next day or two.  

Thanks to all of our testers and customers who helped us track down issues. Because Arsenal is so new, we’re working as fast as we can to get releases out the door quickly. The normal release cycle for hardware is three to six months. As we go forward, we will be increasing time between releases. For now though, we want to get fixes out as quickly as possible and are committed to very frequent updates. Thanks for everyone's patience as we work to balance quick releases and extensive quality assurance testing.  

The key features in this release are the same as previously published. If you want to read the full app release notes and what’s coming next, you can access them here.

Shipping Update and German Orders  

With one exception, we remain on track from a shipping perspective. We shipped 6,251 units last week against a goal of 6,000. We lowered this week’s expectation from 6,500 to 6,000 due to the issue outlined below that affected orders shipping to Germany. As a reminder, this is the current schedule for those that backed or ordered before April 1, 2018:  

Week of June 18 - 211 units shipped  

Week of June 25 - 338 units shipped  

Week of July 16 - 578 units shipped  

Week of July 23 - 4,098 units shipped  

Week of July 30 - 7,166 units shipped  

Week of August 6 - 7,680 units shipped  

Week of August 13 - 6,012 units shipped  

Week of August 20 - 3,028 units shipped  

Week of August 27 - 6,251 units  

Week of September 3 - 6,000 units  

Week of September 10 - all remaining confirmed pre-orders  

Unfortunately, we’ve run into quite a few issues with customs in Germany. While the rest of the EU has not run into rejected packages due to regulation, a material percentage (too high for our standards) of our German customers have. This has resulted in excess trips to customs offices and understandable frustration when the unit is not able to be retrieved. Arsenal has ensured all necessary regulatory approvals for the EU, including CE certification. We have tried to provide all of the necessary paperwork that is requested, but some customs offices/agents are not honoring the exception we have for CE marking on the packaging only (and not the device).  

As a result, we are temporarily pausing shipments to Germany. We will have new units with a CE marking on them that will be sent to all orders with destinations in Germany. These are custom units that we’re working on a schedule for currently. Early indications are a mid-October shipment. We will update our customers in Germany as we know more and have more specific dates. Our apologies for the delays here; we want to get your Arsenal out as soon as possible, but we also want to ensure you’re able to acquire it without issue.  

Shipping Timeframes  

For those of you that have received a shipping confirmation and tracking email, we understand that it can be frustrating if you have not seen movement on your package for a few days (or even a week). However, please allow the full 14 days (from your shipping date) for your package to make it to the final delivery destination before contacting support. Most issues can be resolved by calling the courier who is delivering the package in your country. If your package has not arrived 14 days after your ship date and the courier is not able to provide any additional information, please contact us via email (help@witharsenal.com) so we can file a claim on your behalf or help track down the missing package. If you run into any other issues, please feel free to reach out.  

My Arsenal Still Hasn’t Shipped!  

We’ve had lots of folks write to us that their Arsenal hasn’t shipped yet and should have per the above schedule. If you’re a Kickstarter or Indiegogo backer and don’t think your Arsenal has shipped, greater than 90% of the time this means either A) the tracking email is in your Spam/Promotions/Updates/Other folder. Look for an email from no-reply@witharsenal.com, or B) we didn’t have your order marked as “confirmed” in our system based on the emails we sent out in April/May. If after checking your email you still don’t have a shipping notification, send us an email at help@witharsenal.com and we can help you confirm the status of your order. If you’re a withArsenal.com order and you can’t find an email from no-reply@witharsenal.com, your unit should be shipping in the next 10 days per the above schedule.  

Customer Support  

The support queue is still a bit backed up, but has started to improve. We’ve implemented many of the changes we mentioned in our last update and also ramped up additional staff. Doing so has resulted in the reduction of the number of net open tickets by 25% in the last few days. We think we’ll be fully caught up to a more normal response time within 7-10 days. Thanks for everyone’s patience as we work through this queue. We are committed to responding to each inquiry we receive in a reasonable timeframe.  

Wrap Up  

Again, we thank you for your continued support. Please be on the lookout for an email confirming your shipment if you haven’t received one already. We look forward to your feedback on the latest app release and will notify everyone as soon as Android is ready for download.  

-Ryan

Comments

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    1. luca on

      After more than one year I still haven't received the unit and I don't know what is going on!

    2. Missing avatar

      Michael Chow on

      I backed this in May 2017. Why have I not received it yet???

    3. Missing avatar

      Michael Poon on

      Ryan, why you has not response to me?????

    4. Ryan Stout 2-time creator on

      @Camille Ayran On some cameras there isn't at the moment. You can unplug Arsenal as you said to see it. This happens due to limitations when we change settings on some cameras, it makes the preview go away. We're working on a solution for the cameras impacted by this. Thanks!

    5. Ryan Stout 2-time creator on

      @Salman Chisthi Support responded. Thanks!

    6. Ryan Stout 2-time creator on

      @Andrew McGlinn My apologies on the name.

    7. Ryan Stout 2-time creator on

      @Tanner McGlinn Our apologies for the delays. The hangups on a few cameras was impactful to some folks. I checked with our fulfillment center today and your order is as the last update you received. It should be going out very soon. Thanks for the support!

    8. Ryan Stout 2-time creator on

      @Oliver Winderoll Nate and I are looking at this. He sent you a message a bit ago to help clarify a few things and get more info. Thanks!

    9. Ryan Stout 2-time creator on

      @Daren Han Sent you a PM.

    10. Ryan Stout 2-time creator on

      @Adrian Lee Are you seeing that in 9.14 as well? Thanks for the report.

    11. Ryan Stout 2-time creator on

      @Bastian Bauwens Were you on version 0.9.14 for that? We launched a bunch of improvements for Sony there. If not, check it out. If so, write our support and we'll escalate for investigation (help@witharsenal.com). Thanks!

    12. Ryan Stout 2-time creator on

      @Sergio I agree our support does need to improve on the timeliness of our replies. We're doing a number of things to improve it and have continued to reduce the wait times. We still have some ways to go but we are working hard to get there.

    13. Ryan Stout 2-time creator on

      @Sarah Hodge Yes, we have some fixes in the works there per the update I'll be posting shortly. Does single point work okay?

    14. Ryan Stout 2-time creator on

      @Tanner Phillips We're happy to help troubleshoot if you're having any issues. There is a handheld mode for action shot, etc., that I think you're looking for. If you'd like to return the device, email help@witharsenal.com.

    15. Missing avatar

      Michael Poon on

      Ryan, where is my unit????
      You still always lying.……I HATE YOU...

      You said that your team Nate was responded to me last week.
      However, he said that will shipping to me this week but I never received.....

      WHATS THE FUCk!

    16. Missing avatar

      Camille Ayran on

      I’m using Nikon D7000, I can go handheld mode, proof is continues animation of LED, but every time I take a shot I don’t see a preview of the photo. If I wan’t to see the photos I took I need to unplug arsenal and preview it in my DSLR. Am I missing something here or preview is not supported during handheld mode.

    17. Missing avatar

      Salman Chishti on

      I sent an email 4 days ago with no response, messages like weeks ago and no response, can someone help me?

    18. Andrew McGlinn on

      This is a complete farce now. My unit was to ship weeks ago, then I got an email saying they could support my second camera which had delayed my shipment. I gave them permission to remove the offending cable and ship. I then got a mail saying, and this is a direct copy/paste: It is packaged and scheduled to ship between the dates of August 27 and September 8.

      Sept 9 I mailed them saying I'd no shipping info. Today I got a reply stating this (again copy/paste): Your Arsenal will be shipping sometime between now and the week of September 17. Once shipped, our fulfillment center has told us to expect a transit time of 7-17 days.

      I don't mind waiting if I'm given honest information. Hell, I wanted this for my trip to India back in March, but was told this wasn't possible with an apology. I get that, Kickstarter isn't exact by nature.

      Just tell me the truth about your delivery schedule, I'm backer 5450, my unit should have shipped week of July 30.

    19. Missing avatar

      Oliver Winderoll on

      After the latest update not possible to use with my Sony Alpha 7II. Before the update it was bad but now it not usable at all anymore... loses connections all the time and then says pw is not correct, after a while it’s working at least to connect to arsenal (for a min or so) but not with the Sony remote anymore (worked before even it was limited). Very very frustrating

    20. Daren Han on

      I am backer 2313 but I still have not got my Arsenal yet.. I drop an email but I never heard anything back.

    21. Missing avatar

      Adrian Lee on

      Strange intermittent problem with my d610 and iphone 8 while it is in smart shoot mode where it would ask me to switch to aperture mode on my camera (i use U1/U2 personal settings), but even when i switch over, it would not be able to take photos. I would have to change arsenal from smart mode to manual mode to take photos, or i would have to restart the gadget.

    22. Missing avatar

      Bastian Bauwens on

      Got my Arsenal yesterday and am now seriously questioning my decision-making capabilities.

      Using a Sony A7Rii, Arsenal takes ages to connect to my camera via Wi-Fi, then finally connects, and then loses the connection again after just a few seconds, and I need to start the connecting process again.

      Totally unusable.

    23. Missing avatar

      Marcel on

      Latest update with iPhone X and Sony a6000 is running. About quality I need to check the next days.

    24. Missing avatar

      Sergio on

      @RyanStout it's a real shame that what I hope is a good product has such bad customer service. I'd been following up multiple times via email and I only had one reply. I was told that there are problems with A99 software and this is why I haven't received anything (not even an email) . In no update this is mentioned and I haven't had any follow up since more than a week when I replied.
      Everyone here has lots of photographer friends and obviously this is only going to promote bad reputation even without seeing the product.

    25. Tanner Phillips on

      I got my arsenal a few weeks ago, it took forever to even get the firmware installed, and once I did, I realize now how crappy this thing really is. It disconnects most the time when trying to take pictures, it takes FOREVER to actually snap a picture, the fact it's all done from your phone is not viable, unless you're on a tripod, snapping an unmoving, non action picture. In other words, all arsenal has done is unnecessarily complicated the process of taking pics. I was expecting something totally different. The pics I have actually gotten out of the stupid thing all look terrible. In other words. How can I get my money back?

    26. Sarah Hodge on

      Hi Ryan, I managed to download the new iOS update, but when I try to do focus stacking on my Nikon 5200, I consistently get the message “unknown error occurred” after “starting focus stack.” (I set up the shot first using the multipoint focus and waited for everything to focus and lock in). Thanks!

    27. Missing avatar

      Marc Linsey on

      I give up. Can you please cancel my order. It is a great idea, but not worth the effort just to get a unit.

    28. Ryan Stout 2-time creator on

      @Robert Jones Sorry to hear that. When using the A7RII the USB cable isn't necessary; it connects over Wifi. Connecting the USB cable can cause it to be confused and hang. Try it without connecting the cable. This link should help: https://support.witharsenal.com/quick-start-guide/setup/sony-camera-configuration
      Thanks!

    29. Ryan Stout 2-time creator on

      @Steven Ginsberg Should have a response. Thanks!

    30. Ryan Stout 2-time creator on

      @Michael Poon Nate responded to your inquiry in support. Thanks!

    31. Ryan Stout 2-time creator on

      @Rick Roby Sent you a PM. Thanks!

    32. Ryan Stout 2-time creator on

      @Giorgio Riccardo Arena Thanks for the support! We have announced some issues with the A99 we're working through. We hope to get through them soon and fix the issues you're having. I also see the ticket and will have support respond. Thanks!

    33. Ryan Stout 2-time creator on

      @John Mace Not sure I understand the problem. Would you mind clarifying or writing the support team (help@witharsenal.com). Thanks

    34. Ryan Stout 2-time creator on

      @Pawich Wiratthanaphan Looks like support responded. Thanks!

    35. Ryan Stout 2-time creator on

      @Daniel Rath looks like support responded. Thanks.

    36. Ryan Stout 2-time creator on

      @Simon Whatley It looks like we responded to your ticket. Apologies about the slow replies. Thanks.

    37. Ryan Stout 2-time creator on

      @Alex Quinn Not sure what issues you're referring to, but happy to help if you send me a PM or point me to them. Thanks.

    38. Ryan Stout 2-time creator on

      @Dominik Understood and thanks for the patience. I can't promise it will be, but it is a high priority for us and will be addressed soon. Thanks!

    39. Ryan Stout 2-time creator on

      @Biagio Murciano I see support responded and got you confirmed. Thanks

    40. Ryan Stout 2-time creator on

      @Phillip Drop us a note and we can look into your order and refund if you'd like (help@witharsenal.com).

    41. Robert Jones on

      After three days I boxed my arsenal back up put it in my junk drawer. I could get the iPhone X, Arsenal Remote and camera AR 7ii to work but as soon as I connect the Arsenal I get the message mass storage on the back and camera is hung.

      Robert

    42. Tom Kellond on

      Ryan, Thanks for the udate information. I updated my app successfully on my iphone 6+. I have my Arsenal on and am currently downloading the almost seven megabite firmware update. So far so good. Continued success in solving technical issues on Android and IOS platforms.

    43. Missing avatar

      Steven Ginsberg on

      I contacted support at Arsenal last week, as I am unable to use the device. I am getting a message that it needs a firmware update. However, after trying both the computer update and the phone update, it wont update. I notified support and received the standard reply that they woul try to respond in a day. Four days later I received a request for more detailed information. I sent it 4 days ago and I am still waiting for a response.

    44. Missing avatar

      Michael Poon on

      I'm backer #15100, My Order Number is 796667.

      PURCHASE DATE IS 21 Jun 2017.

      I still have not received my device, nobody can response my emails, no customer service support, very disappointed at all!

      Ryan and his team are not reliable.

      Don`t trust them anymore.....

      Please refund to me ASAP.....

    45. Missing avatar

      Rick Roby on

      Backer #12,152. Still have not received a shipping notice. Yes, I have checked my spam folder. Yes I replied to the email in April confirming my address and camera. I have reached out to Arsenal through several different avenues. Nothing but silence.

      Per the schedule I should have had my unit in late July or early August. I believe I’ve been pretty patient. All I want to know is where my unit is.

    46. Missing avatar

      Giorgio Riccardo Arena on

      Ok finally after 40 days, I received my Arsenal.
      Unfortunally I had to pay 40 € for the Taxes!
      Taxes a part. I was excited to try Arsenal on my Sony A99V and I followed every step to connect both but the App (on iPhone 7 plus) told me that didn’t found my camera.
      I sent an email to the helpdesk.
      I’m very sad. :((
      I supported the project from the beginning.. I believe in you and in your transparence Ryan but at the moment I spent a lot of money 150 + 40 (taxes), waiting a lot of time more than one year, to have an useless item. I’m very sad.. I hope that someone could help me. Thank you

    47. John Mace on

      Every time I go to the app store to check for the update all it says is that it's installed I can't do the latest update??😮😥🤔

    48. Missing avatar

      Pawich Wiratthanaphan on

      I have checked through the update. I just send an email to confirm my shipment because i haven't received any tracking order and i got reply from Matt that fulfillment center has an issue for my address and i did confirm my address again since last week but still didn't receive any reply......
      would you recheck for me in the name of "Pawich Wiratthanaphan"'s orders for 2 arsenals.
      hope to get the shipment soon because i've been waiting for so longgggggggg.

    49. Missing avatar

      Daniel Rath on

      Would be great to get a response to my emails

    50. Missing avatar

      Al Reyan Ang on

      I have emailed help@witharsenal.com twice to follow up on my "shipped" product and no one replies I even email Quantium Solutions (the shipping company) which told me that it isn't their job to deliver the product and told me to just look for it in the post office around my area. We are in the Philippines and the backlog and red tape here is crazy. It would be like searching for a needle in a haystack.