topic Re: Recent update to Arlo app and firmware in Arlo Pro

Watching a recording & it jumps to another time (Android)

Le22 — Fri, 13 May 2022 16:07:17 GMT

Time and date stamps are back but the jumping of replay to another time is continuing.

Re: Android - Camera Name and time has disappeared when watching a recorded video (says Arlo only)

Le22 — Thu, 28 Apr 2022 03:09:18 GMT

I watched videos and returned to the ones that were jumping to prior videos and things appear to have cleared up. If the problem continues I will attempt to send visual demonstration of the problem. Much appreciation to Shane.

Re: Arlo Pro2 Recordings missing timestamp

psalms — Thu, 28 Apr 2022 15:40:21 GMT

Yes mine to..I have arlo pro2 and it keeps buffering and bumps my pic to one from prior day..I did everything..got a tech from Hawk..said I would have to pay yearly or a one time fee of $235....I don't want a prescription since I get free cloud for 7 days..he stated the older cameras have to be updated which he could do on his side...what a waste of money on my 5 cameras..so disappointing...I think the bug is on their side..

Re: Arlo Pro2 Recordings missing timestamp

ShayneS — Thu, 28 Apr 2022 16:18:53 GMT

@psalms

Please be aware of scammers, Arlo does not charge any tech/support fees. I have sent you a PM as well regarding the issue you reported.

Thanks

Re: Android - Camera Name and time has disappeared when watching a recorded video (says Arlo only)

Le22 — Thu, 28 Apr 2022 18:55:48 GMT

I continue to have the video jumping problem. I have sent links to Shayne whom I hope can open them and send them on. It may be that another user can document their events directly to share with Shayne so that he can forward the info on. May this be solved soon!

Re: Android - Camera Name and time has disappeared when watching a recorded video (says Arlo only)

ShayneS — Thu, 28 Apr 2022 18:59:14 GMT

@Le22

Did you have a log you can send in as well? I didn't see it attached.

Re: Arlo Pro2 Base - only a few seconds of video plays then switches to a video from yesterday

eduardok — Thu, 28 Apr 2022 19:44:47 GMT

I am having the issue too.
It is exactly how mikeym71 described, and I also suspect the two issues are related.
When it jumps, I go back to the thumbnails list and see there is new footage there.

Re: Arlo Pro2 Base - only a few seconds of video plays then switches to a video from yesterday

ShayneS — Thu, 28 Apr 2022 19:49:49 GMT

This video jumping issue is currently being investigating. We will provide an update as soon as we have more information to share with the community.

Re: Arlo Pro2 Base - only a few seconds of video plays then switches to a video from yesterday

Le22 — Thu, 28 Apr 2022 20:09:15 GMT

I think that I sent you an attachment this time. Thank you for your time and help.

Re: Arlo Pro2 Base - only a few seconds of video plays then switches to a video from yesterday

eduardok — Thu, 28 Apr 2022 20:51:27 GMT

The thumbnails list keeps updating automatically when a new recording comes, and resets itself to the latest recordings position.
It should not update automatically when a video is being watched or when the list is being browsed.

If the latest list is shown when the app is opened, and after that it only updates manually (by swiping), that would be enough.

Re: Android - Camera Name and time has disappeared when watching a recorded video (says Arlo only)

ianblaise — Fri, 29 Apr 2022 19:02:05 GMT

The jump issue is happening to me too. i even tried deleting all my videos of previous days. it does not fix it, it just jumps to another random video on the same day. really annoying!

Re: Arlo Pro2 Base - only a few seconds of video plays then switches to a video from yesterday

ianblaise — Fri, 29 Apr 2022 22:21:15 GMT

Can you provide your paying customers when this will be resolved. You may have competitors who consumers investigate based on these public records of poor performance.

Re: Arlo Pro2 Recordings missing timestamp

ianblaise — Sat, 30 Apr 2022 00:04:47 GMT

I feel like *this* is a scam... Ring camera get overall better ratings and they are based in America Product Support

Re: Arlo Pro2 Base - only a few seconds of video plays then switches to a video from yesterday

Lilac — Sun, 01 May 2022 00:36:48 GMT

I have the video playback problem as well & not sure this will resolve the issue for others. I cleared the storage cache for the Arlo App & then restarted my Samsung Android phone & the playback seems to be normal - no kicking me to an old recording during playback.

Re: Arlo Pro2 Base - only a few seconds of video plays then switches to a video from yesterday

Lilac — Sun, 01 May 2022 19:10:19 GMT

I was wrong. Still have the playback problem. Kicks me out to last video of previous day on every camera when I try to play a current recording. Sure would be nice to get this problem fixed.

Re: Arlo Pro2 Base - only a few seconds of video plays then switches to a video from yesterday

ianblaise — Thu, 05 May 2022 19:02:29 GMT

Is there any update 7 days later.

Re: Arlo Pro2 Base - only a few seconds of video plays then switches to a video from yesterday

Lilac — Thu, 05 May 2022 19:17:23 GMT

Ianblaise,
Unfortunately no change.
Only time I can play my recordings without the super annoying playback problem is late at night. I'm hoping another App update will fix this.

Re: Arlo Pro2 Base - only a few seconds of video plays then switches to a video from yesterday

ianblaise — Thu, 05 May 2022 22:02:27 GMT

I can't believe the turn around time is so slow on this. Seens like they have very low standards. I don't see them improving soon either. At any other company, some issue that prevented customers from using products they paid for would be resolved in 72 hours. Anything greater than that is significant revenue loss because people will post about it on Amazon and other sites in that time, and people will deviate to Ring cameras and others. Plus Arlo Smart is a *paid* service... They need to bring their support to the mainland because Arlo support is not located within the Americas it serves. It's located in India.

Re: Android - Camera Name and time has disappeared when watching a recorded video (says Arlo only)

Lilac — Fri, 06 May 2022 16:37:44 GMT

ShayneS,
"Soon"? It's been 15 days without the ability to play recordings in the App. To me, the logical solution would be to restore the App back to a previous version where playback worked (prior to Apr 18 update that removed timestamp & created this playback problem). I think most people are now beyond the point of being patient.

Re: Android - Camera Name and time has disappeared when watching a recorded video (says Arlo only)

ianblaise — Fri, 06 May 2022 16:54:17 GMT

Amen! Im actually thinking I'll return my cameras in the next few days. They get cheap labor in India and treat their workers like slaves. This is probably why their support is total crap. I cant play any of my recordings for even 10 seconds without it jumping. It's getting so bad now. I'm calling Ring today and finding out of they have mainland American support