topic Re: people moving in the video disappear and reappear later.... in Arlo Pro

people moving in the video disappear and reappear later....

kmascotto — Mon, 21 Oct 2019 14:28:03 GMT

https://my.arlo.com/hmsweb/users/library/share/link/7E1F3DEC908D0772_201910

The Camera has done this several time...

Re: people moving in the video disappear and reappear later....

kmascotto — Mon, 21 Oct 2019 14:29:27 GMT

https://my.arlo.com/hmsweb/users/library/share/link/20733112C81A4C3A_201910

Re: people moving in the video disappear and reappear later....

TomMac — Mon, 21 Oct 2019 14:54:26 GMT

also the time line is screwed up...file length listed as 7 sec total

Is it the same downloaded to local computer?

Re: people moving in the video disappear and reappear later....

kmascotto — Mon, 21 Oct 2019 15:08:32 GMT

Yes the file is the same once downloaded

Re: people moving in the video disappear and reappear later....

kmascotto — Mon, 21 Oct 2019 16:41:45 GMT

The download was 21 seconds long...but still looked the same

Re: people moving in the video disappear and reappear later....

StephenB — Mon, 21 Oct 2019 17:32:37 GMT

There appears to be some corruption in the stream. I see something different when I play it with avidemux (instead of VLC).

Also, with avidemux, I see something odd when I go frame by frame at 6.982 seconds..

https://sourceforge.net/projects/avidemux/

Re: people moving in the video disappear and reappear later....

kmascotto — Mon, 21 Oct 2019 23:19:39 GMT

what do I have to do to fix the issue?

Re: people moving in the video disappear and reappear later....

ShayneS — Tue, 22 Oct 2019 18:20:30 GMT

Have you tried to reboot the camera or remove it from Settings > My Devices > Re- Add it?

Re: people moving in the video disappear and reappear later....

kmascotto — Tue, 29 Oct 2019 10:50:42 GMT

How do I reboot the camera?

Re: people moving in the video disappear and reappear later....

kmascotto — Tue, 29 Oct 2019 15:49:57 GMT

https://my.arlo.com/hmsweb/users/library/share/link/F98C6EC2AB70F721_201910

This was this morning....at the 7 second mark.

Re: people moving in the video disappear and reappear later....

ShayneS — Tue, 29 Oct 2019 17:04:58 GMT

How often do you experience this lag in your videos?

Re: people moving in the video disappear and reappear later....

kmascotto — Tue, 29 Oct 2019 17:35:53 GMT

It’s happened many times. But only on that camera. The other 3 work fine.

Re: people moving in the video disappear and reappear later....

ShayneS — Tue, 29 Oct 2019 17:50:13 GMT

To reboot the camera you can open the battery door and remove > re-insert the battery. If this does not help, you can remove the camera from Settings > My Devices > Re-Add it.

Re: people moving in the video disappear and reappear later....

kmascotto — Tue, 29 Oct 2019 17:46:07 GMT

I will try to get that done when I get home today. I’ll let you know if anything changes

Re: people moving in the video disappear and reappear later....

kmascotto — Wed, 30 Oct 2019 12:30:22 GMT

So I rebooted the camera and disconnected and reconnected the camera... here are the results.
https://my.arlo.com/hmsweb/users/library/share/link/26E5E444370D18EF_201910

Re: people moving in the video disappear and reappear later....

ShayneS — Wed, 30 Oct 2019 18:21:25 GMT

Thank you for providing the video. I would like to suggest contacting customer support regarding the individual camera. I would also suggest mentioning this thread & the steps we have taken so you can let them know what has been completed. I have provided the link for you below.

Have you tried contacting customer support regarding this issue? I have attached the link here for you - Arlo Tech Support

Re: people moving in the video disappear and reappear later....

kmascotto — Tue, 05 Nov 2019 13:52:33 GMT

I contacted support last week and received a note saying they would get back to me in 1 to 2 days...still nothing

Re: people moving in the video disappear and reappear later....

ShayneS — Tue, 05 Nov 2019 19:33:09 GMT

Hi @kmascotto

I have escalated your case for you & customer support will be reaching out to you as soon as possible.