topic Re: Download of video Android not working in Arlo Pro

Download of video Android not working

hvanh — Fri, 22 Nov 2019 21:45:13 GMT

I have the Android app and downloading videos stopped working. I can download them through web on PC. Any advice where it may go? On Google pixel 2 phone.

Re: Download of video Android not working

jguerdat — Sat, 23 Nov 2019 14:24:21 GMT

Are you getting a message about downloads failing on the phone or is it just that you can't find them? They should download into your Downloads folder on the phone.

Re: Download of video Android not working

hvanh — Sat, 23 Nov 2019 15:43:12 GMT

It will say "Downloading" but then does not state a failure nor a success message. I can't find the downloaded file on my android phone in the downloads folder.

Re: Download of video Android not working

jguerdat — Sun, 24 Nov 2019 14:12:04 GMT

When I download a video on my Android phone, I get a notification in the notification bar that the download has succeeded - do you get that? Is it possible that your phone storage is full? Have you rebooted the phone and maybe reinstalled the app?

Re: Download of video Android not working

hvanh — Mon, 25 Nov 2019 03:48:52 GMT

The notification only states Downloading but not Download Complete as it used to do in the past and I would see the file. It appears to be since the newer version of the Arlo app.
I deinstalled the app, rebooted my phone, installed the app and granted access to storage when prompted. No success. Other ideas?

Re: Download of video Android not working

jguerdat — Mon, 25 Nov 2019 14:24:18 GMT

Try on another mobile device. If that works, it's something about your phone which could be no storage space or some sort of corruption. In that case, the fastest but hardest thing to try is a reset of the phone.

Re: Download of video Android not working

hvanh — Sat, 30 Nov 2019 07:31:29 GMT

I can download the videos from my iPad. My Pixel 2 downloading still does not work, while it used to work before. I have 51 GB free on my mobile phone's storage and it is working fine other than the Arlo app's video function. Can the Arlo app be checked / updated?

Re: Download of video Android not working

StephenB — Sat, 30 Nov 2019 12:24:35 GMT

@hvanh wrote:

I can download the videos from my iPad. My Pixel 2 downloading still does not work, while it used to work before. I have 51 GB free on my mobile phone's storage and it is working fine other than the Arlo app's video function. Can the Arlo app be checked / updated?

A couple other people here have reported that when they download files from the Android app they are ending up with a .bin file instead of an .mp4. At least one other poster is also using a Pixel phone.

@JamesC : is this a known issue that the developers are working on?

Re: Download of video Android not working

ShayneS — Mon, 02 Dec 2019 21:31:47 GMT

What version of the Arlo app are you using? Have you tried to remove & re-install the app and test again?

Re: Download of video Android not working

hvanh — Tue, 03 Dec 2019 02:23:58 GMT

The Arlo android app version is 2.11.1_26070. yes I have removed and reinstalled the app but no luck downloading videos.

Re: Download of video Android not working

ShayneS — Tue, 03 Dec 2019 18:03:53 GMT

Hi @hvanh

I have opened a case for you. Customer Support will be reaching out to you as soon as possible. I have provided the case number for your reference: 41305488

Re: Download of video Android not working

jguerdat — Wed, 04 Dec 2019 14:20:33 GMT

The latest Android app released yesterday gives me a download that's playable using VLC but trying to play it from the notification seems to still think it's a "bin" file. I have to use a file manager or other app to bring it up properly.

Re: Download of video Android not working

ShayneS — Wed, 04 Dec 2019 18:35:25 GMT

Hey @jguerdat

Are you using a pixel phone as well?

Re: Download of video Android not working

jguerdat — Thu, 05 Dec 2019 13:46:30 GMT

Yes, Pixel 3 XL, Android 10.

Re: Download of video Android not working

ehawes83 — Sat, 07 Dec 2019 03:46:57 GMT

I am unable to view the downloads either when before the update I could. I did try VLC and was able to find them but I have to search. I am also using A Pixel 3 BUT this same problem happens from my computer and an iPhone. When I try to open the download it says it can't read the file. I hate not being able to use this system as expected.

Re: Download of video Android not working

hvanh — Sat, 07 Dec 2019 04:02:52 GMT

Hi, Arlo opened a case for this and I just sent additional info to Mark from the support team. Let's see what can be resolved with this Android issue.

I'm on Android version 10

Re: Download of video Android not working

ShayneS — Tue, 10 Dec 2019 21:28:23 GMT

The Arlo development team is currently investigating this issue. We will provide an update as soon as we have more information to share with the community.

Re: Download of video Android not working

Rkm234 — Sat, 04 Jan 2020 15:57:38 GMT

I have also this same problem with downloading videos from the Arlo cloud. My phone is Galaxy Note 10+ and Android 10. I can normally download videos to my old phone Galaxy S8 (Anroid 9). It looks like Anroid 10 has something to do with this problem.

Re: Download of video Android not working

hvanh — Mon, 06 Jan 2020 02:53:33 GMT

Interesting. I haven't heard an update yet from the Arlo Developers. This is useful information though for them to look into the matter further. Let's see when this will be fixed so we can download videos again.

Re: Download of video Android not working

cdempsey92 — Sat, 01 Feb 2020 19:50:00 GMT

Im calling Arlo now to see what is going on. 3 months is too long to be waiting. This is an easy fix for a developer if it worked before.