topic Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad in Arlo Pro 2

Receiving Error Message When Trying To View Snapshots

Dannybear — Mon, 14 Jan 2019 19:33:51 GMT

Just updated to latest iOS app and seemed to be a harmless transition for iPhone 5s using iOS 12.1. I can see that a number of issues have been addressed so the development team is making progress. One observation so far is that I get an error message when I try to view snapshots from the library, it tells me that I do not hevc support and says to use another device. Videos play fine.

Re: Arlo 2 - updated to iphone app v2.7.0

ShayneS — Mon, 14 Jan 2019 19:34:24 GMT

How old are the snapshots you are trying to view? Do you have a screenshot of this error message?

Re: Arlo 2 - updated to iphone app v2.7.0

Dannybear — Mon, 14 Jan 2019 22:34:31 GMT

@ShayneS,
Any snapshots taken by the v2.7.0 App. Attached is a screenshot of the error on my iPhone 5s. Also get the same error popping up on my iPad Air 2. Using the latest iOS v12.1.2. Btw unable to upload the attached photo to this post.

Re: Arlo 2 - updated to iphone app v2.7.0

ShayneS — Mon, 14 Jan 2019 23:14:21 GMT

Thank You for the info. Do you happen to be using a usb drive for storage?

Re: Arlo 2 - updated to iphone app v2.7.0

Dannybear — Tue, 15 Jan 2019 00:12:05 GMT

@ShayneS,
I am using two 8GB USB sticks for backup. I note that that I get no error message using the web App. Btw, Is there a problem uploading photos when posting?

Re: Arlo 2 - updated to iphone app v2.7.0

Dannybear — Tue, 15 Jan 2019 10:16:53 GMT

B68ACD82-261F-425F-BF68-D0F1A741A8D5.jpeg

Re: Arlo 2 - updated to iphone app v2.7.0

ShayneS — Tue, 15 Jan 2019 16:54:35 GMT

Thank you for the information. I am not aware of any uploading issues. Can you try & remove/reinstall the app if you have not already? Can you try and upload the photo again.

Re: Arlo 2 - updated to iphone app v2.7.0

Dannybear — Tue, 15 Jan 2019 22:18:05 GMT

@ShayneS,
The photo is viewable on my profile page. Attaching it in the post is not working or beyond me. I will try reinstalling the App again.

Re: Arlo 2 - updated to iphone app v2.7.0

Dannybear — Tue, 15 Jan 2019 22:25:17 GMT

@ShayneS,
Same pop up appears after I reinstalled the App and view a snapshot.

Re: Arlo 2 - updated to iphone app v2.7.0

ShayneS — Wed, 16 Jan 2019 18:46:52 GMT

@Dannybear

I found your photo, Thank you for that. Are all your cameras giving you this error? Which camera is the error message for? Can you replicate this issue with any other devices?

Re: Arlo 2 - updated to iphone app v2.7.0

Dannybear — Wed, 16 Jan 2019 20:33:34 GMT

@ShayneS,
Snapshots taken on all three of my pro 2 cameras. Same error message is displayed on two iPhone 5s phones and iPad Air 2 using latest iOS. Web browser shows no error. All cameras and base have latest firmware. Only started after updating to iOS App v2.7.0

Re: Arlo 2 - updated to iphone app v2.7.0

moorekev — Fri, 25 Jan 2019 20:32:39 GMT

Same problem also. Acts like snapshots are videos. Videos play fine.

Re: Arlo 2 - updated to iphone app v2.7.0

ShayneS — Fri, 25 Jan 2019 21:49:49 GMT

@moorekev

Have you tried to reboot your base station & test again? What device are you experiencing this issue with?

Re: Arlo 2 - updated to iphone app v2.7.0

moorekev — Fri, 25 Jan 2019 22:50:00 GMT

Arlo Pro. Yup. Rebooted. Same result. Honestly it’s just an annoyance. Once you get rid of the pop up you can view the pic.

Re: Arlo 2 - updated to iphone app v2.7.0

Dannybear — Fri, 25 Jan 2019 23:17:28 GMT

This issue still exists for me using App v2.7.1.
The annoyance for me is when you have a large number of snapshots in the library, the pop up appears that number of times before you can view it.

I received an alert and went in to check and all stored clips were gone from my library

ZonitGa — Sat, 26 Jan 2019 17:20:13 GMT

Re: Arlo 2 - updated to iphone app v2.7.0

ReaXion — Sat, 26 Jan 2019 18:21:18 GMT

Also happening in the app with an arlo baby and on an iPhone Xs..

Re: I received an alert and went in to check and all stored clips were gone from my library

woodd00 — Sat, 26 Jan 2019 18:27:13 GMT

I unfortunately don't have an answer, but I have been having this same issue. I will go in from an alert or just to check on things and all videos will be gone. Most of the time I will log out and back in and they will be there after the app has a while to refresh. I'll be curious if there is a response with a resolution.

Re: I received an alert and went in to check and all stored clips were gone from my library

jguerdat — Sat, 26 Jan 2019 20:59:30 GMT

It seems to differ depending on whether you're using the app or a web browser. In either case logging out and back in should fix it but, for a browser, clearing the cache does help.

Re: Receiving Error Message When Trying To View Snapshots

MrBillf — Mon, 28 Jan 2019 15:46:14 GMT

I also receive this message when viewing clips, though not all of them.

As I first start to view clips to review and delete them from the mobile app, everything is fine. After reviewing several clips I will start to get the message "This video not abl eto play because your device doesn't support HEVC format. Please play in on a different device". It will then play the video clip.

If I restart the app, the issue goes away for a short while, then will start again.

If I receive the message for a particular clip, I can close the app, view the same clip and will not get the message.

Does that app get into a bad state that causes this issue? It can get annoying when reviewing a large number of clips.

iPhone 6s

IOS 12.1.2 (happend with previous IOS as well)