topic Re: Video Playback not working in Arlo Pro

Video Playback not working on iOS

cturbitt — Thu, 18 Jun 2020 18:52:03 GMT

Hello!

I have an IPhone XR and Arlo Pro cameras, for 2 days now I haven’t been able to watch any video playback. If I save the video to my photos, I can watch it but for some reason it just sits on the buffering wheel and never plays off the app.

This is getting annoying as I’d like to monitor my home when I’m at work.

Re: Video Playback not working

ShayneS — Thu, 18 Jun 2020 18:51:22 GMT

Hi @cturbitt

Does this occur on mobile data & Wifi?

May I ask which troubleshooting steps you have performed so far? I don't want to suggest any prior methods you have previously performed.

Re: Video Playback not working

cturbitt — Thu, 18 Jun 2020 19:16:54 GMT

Thanks for reaching out, it doesn’t work on either WiFi or using cellular data. It only works if I save the video and playback under my photos.

Re: Video Playback not working

cturbitt — Thu, 18 Jun 2020 19:17:49 GMT

Also I have tried to turn off each camera and restart, restart my wifi, try different WiFi networks

Re: Video Playback not working

ShayneS — Thu, 18 Jun 2020 21:54:28 GMT

Which version of iOS are you using as well as the Arlo app?

Re: Video Playback not working

cturbitt — Thu, 18 Jun 2020 21:57:37 GMT

2.17 version for Arlo - no update on the App Store

iOS 13.4.1

Re: Video Playback not working

ShayneS — Thu, 18 Jun 2020 22:07:12 GMT

Is this with recorded videos or is this live streaming?

Re: Video Playback not working

cturbitt — Thu, 18 Jun 2020 22:08:46 GMT

Just recordings. I can view live stream without issue.

Re: Video Playback not working

ShayneS — Fri, 19 Jun 2020 18:58:49 GMT

@cturbitt

Thank you for the info. Is this all your recordings in the library or a select few? Are they recordings from motion detected or manually started?

Re: Video Playback not working

cturbitt — Thu, 18 Jun 2020 22:46:18 GMT

None of the recordings are working for playback in all 3 cameras I have. They all worked before, then all stopped. They are all recordings from motion detection.

Re: Video Playback not working

ShayneS — Fri, 19 Jun 2020 18:59:43 GMT

Have you tried to reboot the cameras by removing > Re-inserting the batteries?

Re: Video Playback not working

cturbitt — Fri, 19 Jun 2020 19:04:40 GMT

Yes, each camera was restarted by taking out the battery and putting it back in. We also attempted to resync one of the cameras and nothing changed.

Re: Video Playback not working

ShayneS — Fri, 19 Jun 2020 19:08:07 GMT

I see, Thank you for all the detailed information. To further investigate this issue, Please contact the Support Team. You will find several options for contacting support in the provided link. Arlo Tech Support