topic Re: Problem with downloading and playing in Features

Problem with downloading and playing

Okimar — Tue, 27 Sep 2016 16:26:53 GMT

I'm using my Samsung S6 (android operating system) and can't download and view the video clips my Arlo camera is capturing.

I can view them within the app and email a link to them online and get the alert from my OS that the file was downloaded.

But when I click on the alert, I get an error that says "CANNOT OPEN FILE", which only flashes on the screen for a second before disappearing.

I cannot even find where it is allegedly downloaded to, so I don't know it it was really downloaded.

I'm having a problem with theft on my property, so I'm really needing some help with this. 😞

Re: Problem with downloading and playing

jguerdat — Mon, 28 Mar 2016 12:13:54 GMT

Temporarily you can always use a computer and browser to get past the current issues.

Android, by default, saves in Download. You should have an app called Download or use any file manager to get there. Don't know why you can't view them. Try installing the VLC app - it plays just about anything and works on pretty much any platform.

Try reinstalling the app - don't know why that would have any effect on your issue but sometimes things get goofy.

Re: Problem with downloading and playing

Okimar — Mon, 28 Mar 2016 12:32:32 GMT

I just looked in the download folder within my Gallery and none of the files were there, so I tried downloading a video again. My phone instantly reported it was downloaded again, but the file still doesn't seem to be in the download folder.

It not being downloaded would be a very good reason for not being able to play it, right? 😞

Re: Problem with downloading and playing

jguerdat — Mon, 28 Mar 2016 14:29:54 GMT

Yeah, an instantaneous download certainly implies no actual download. Did you try reinstalling the app? Also, try restarting the phone. There should be no issues with downloading such as permissions so redoing things a bit may help. Make sure you can successfully download via a browser, too.

Re: Problem with downloading and playing

Okimar — Mon, 28 Mar 2016 17:22:29 GMT

I Uninstaller the Android app, rebooted and reinstalled it.

It still doesn't work.

I guess the Android application just doesn't work properly.

That's a huge disappointment.

Re: Problem with downloading and playing

Okimar — Mon, 28 Mar 2016 17:23:13 GMT

Darn auto-correct....

Re: Problem with downloading and playing

jguerdat — Mon, 28 Mar 2016 21:00:44 GMT

The app works fine on all my Android devices as well as virtually all the others here. It would seem to be an issue with your particular device. I forget - which device and OS? Have you checked for updates?

Re: Problem with downloading and playing

Okimar — Mon, 28 Mar 2016 21:04:10 GMT

I'm running a Samsung S6 Active, which is an Android device, and it's up to date, as I check that regularly.

Re: Problem with downloading and playing

jguerdat — Tue, 29 Mar 2016 12:16:28 GMT

Dunno what else to suggest. I use Android 4.4 through 6.01 with no issues. Guess a trouble ticket might be in order.

Re: Problem with downloading and playing

Okimar — Tue, 29 Mar 2016 12:18:36 GMT

I am running Android 5.1.1 right now. How does someone open a trouble ticket?

Re: Problem with downloading and playing

JamesC — Tue, 29 Mar 2016 15:41:27 GMT

Okimar,

Are you connected to a 3g/4g connection when trying to download? Have you tried a WiFi connection, do you get the same behavior?

JamesC

Re: Problem with downloading and playing

Okimar — Tue, 29 Mar 2016 17:32:08 GMT

I have tried 4G and wifi networks without success.

This is obviously a problem with the Arlo Mobile App working properly.

Re: Problem with downloading and playing

JamesC — Tue, 29 Mar 2016 22:27:06 GMT

Okimar,

As jguerdat states above, I too am able to download and play content on my Android device (v5.0.1). After downloading, the content appears in the download folder within my gallery. Are you running any security apps on your phone that may be preventing the download?

JamesC

Re: Problem with downloading and playing

Okimar — Wed, 30 Mar 2016 12:23:43 GMT

I found where the files are being downloaded to!

It's saving them to a download subdirectory for the emulated SD card where none of the standard Android apps cannot find them. 😞

I've tried several media players and the only way that I've found that can play them is the Firefox web browser after I use a downloaded file browser app.

Maybe Netgear can fix this obvious programming mistake with their software if someone can get them to pay attention to it.

Re: Problem with downloading and playing

jguerdat — Thu, 31 Mar 2016 13:04:11 GMT

What's the full pathname where you found the videos? On my devices, it's /sdcard/Download. If you're geeky enough, noyte that /sdcard is a link - where the actual file system is mounted depends on the device.

Try VLC for video viewing. I don't know why your device isn't playing them but VLC is a free, well-supported program for almost any computer/device.

Re: Problem with downloading and playing

ChristineT — Thu, 31 Mar 2016 23:27:03 GMT

Hello Okimar,

I have an Android Samsung Note 5 which should be similar to the device you are using. Here are the steps I have taken to download and view the video clip:

1. Log into Arlo

2. Go to Library

3. tapped the video I intend to download

4. Tap Download

5. On my phone I have a folder called "Samsung"

6. Tapped "My Files" folder

7. Tapped Device Storage

8. Tapped Download

9. Tap on the Video Clip

10. my phone prompted me to pick the video app to "Open With"

11. Tapped "Video Player" (Default app on the phone)

12. Click OK to set as default

Then the Video played as expected

You may want to try going into your settings > Applications > Default Applications and clear the "Video" settings so the system will prompt you to select the appropriate application.

If you would like further assistance you're welcome to send me a private message with your contact information so we can expedite getting this issue resolved.

Best Regards,

Christine

Re: Problem with downloading and playing

Okimar — Fri, 01 Apr 2016 02:41:24 GMT

The path that the videos are being saved to is Home/Storage/Emulated/Sd/Download.

I didn't set that path up, so it had to be the Arlo software.

Re: Problem with downloading and playing

jguerdat — Fri, 01 Apr 2016 12:49:01 GMT

Okimar wrote:
The path that the videos are being saved to is Home/Storage/Emulated/Sd/Download.

I didn't set that path up, so it had to be the Arlo software.

Actually, that's the default location defined by the phone manufacturer. Each one tends to be a bit different in the exact path but that's because of the links used by the OS and how the manufacturer decided to set things up. Arlo simply uses the default download location as defined by the phone and is the same location where you'd find other downloaded files, such as pictures, PDFs, etc. that you downloaded for any reason.

Hopefully, Christine's suggestion above helps, too.