topic Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing in Arlo Pro 2

About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Regarlo — Tue, 13 Aug 2019 22:54:16 GMT

About 1/3 of the recordings Play for about 10 seconds and then the video freezes but the audio keeps playing. I have tried downloading the recording but the saved file is no different. I have two arlo pro 2 cameras both having the same problem. They are both hard wired. I use the arlo app on an iPhone8. The audio does not seem to be in sink with the picture either.
Not what you would expect for the price you pay for them.

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Retired_Member — Tue, 13 Aug 2019 22:54:28 GMT

I have the same problem in all 5 cameras since last firmware upgrade. The video freezes randomly but audio remains well. Also i have notice that the batteries get drainned faster and the frame rate appears to decrease.

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Dannybear — Tue, 13 Aug 2019 22:54:40 GMT

If you’re using a USB backup device, check the recordings on it to see if they play all the video.

If they play ok then you may have a impulse noise issue affecting the wifi channel used by the base station.

To test this move one of the affected cameras closer to the base and monitor for the issue again.

If it performs better then consider changing the wifi channel on the local router to be fixed on another free channel so the base station wifi will match.

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Retired_Member — Sun, 18 Aug 2019 06:42:13 GMT

The video recorded in the usb are even worst! Several files do not play back! Also, the date of the files creation is with different time zone and names so it is impossible to relate one file from the library with the ones in the usb! Also, since last firmware, all cameras drain battery incredible fast! Every 6 days i have to recharge all 5 cameras! You have a problem with last update.

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

JessicaP — Mon, 19 Aug 2019 15:57:46 GMT

Hey Kaf2,

Have you tried rebooting your Base Station to see if that helps out?

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Retired_Member — Mon, 19 Aug 2019 16:31:18 GMT

Yes but sincerily, rebooting should fix nothing. Anyway, problem remains. This problems only appeared after the last firmware update.

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

JessicaP — Mon, 19 Aug 2019 20:56:53 GMT

Let me reach out to you via private message to gather some information from you.

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Regarlo — Wed, 21 Aug 2019 15:36:16 GMT

Hi you can email me.

Thanks
Reg

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

JessicaP — Wed, 21 Aug 2019 15:37:03 GMT

Hi Regarlo,

I've removed your email address for security purposes. Have you contacted the Support Team regarding this? Feel free to click on the link to contact the team.

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Beef — Fri, 23 Aug 2019 13:25:17 GMT

I have the same problem,only seems to be with the one camera I have permanently plugged in.

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

JessicaP — Fri, 23 Aug 2019 18:26:29 GMT

Hey Beef,

Have you tried the following steps that Dannybear provided on top?

If you’re using a USB backup device, check the recordings on it to see if they play all the video.

If they play ok then you may have a impulse noise issue affecting the wifi channel used by the base station.

To test this move one of the affected cameras closer to the base and monitor for the issue again.

If it performs better then consider changing the wifi channel on the local router to be fixed on another free channel so the base station wifi will match.

And have you also tried following my step with rebooting the Base Station?

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Retired_Member — Sat, 24 Aug 2019 06:51:57 GMT

Yes i tried, except the change of the my router wifi channel. But why the problems only happen when the arlo router of cameras get an upgrade? On previous upgrade i had to resync all cameras, before i had to reboot the base stations ,etc... Why the user has to solve the upgrades problems?

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Danwires — Wed, 28 Aug 2019 20:11:58 GMT

I’m having the same problem with Arlo pro 2 camera plugged into power outlet , video freezing after about 10seconds

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Eric182 — Wed, 28 Aug 2019 21:59:24 GMT

I also have this problem; only with the cameras that are permanently plugged in. 10-14 seconds of video then video freezes with audio still recording.

I have 4 Arlo Pro 2 cameras. The one camera on battery does not do this.

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Beef — Thu, 29 Aug 2019 09:33:27 GMT

I have removed the power supply from the offending camera and it appears to be behaving and recording as it should.

I am convinced that the problem only occurs when running on mains power and not battery power,a few more days testing will confirm this.

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

StephenB — Thu, 29 Aug 2019 11:59:24 GMT

@Danwires wrote:
I’m having the same problem with Arlo pro 2 camera plugged into power outlet , video freezing after about 10seconds

In general there are two possible reasons

the camera has simply stopped recording video at some point during the clip, but is still recording audio.
the compressed bitstream has gotten corrupted in transmission (either camera->base station or base station -> cloud)

It's more likely to be corruption than a stopped recording. Audio continues to play because audio compression tolerates corruption/losses better than video compression.

That said, corrupted transmission shouldn't increase when you power the camera with AC (assuming the camera is still in the same location). It might be obvious, but I am wondering if you've checked for a loose connection or tried a different cable. If you aren't using the Arlo charger, perhaps try switching to that, and see if it makes any difference.

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Beef — Thu, 29 Aug 2019 12:03:24 GMT

Yes it’s my second genuine arlo charger.

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Kktracy3 — Thu, 29 Aug 2019 13:42:35 GMT

I’m so glad I found this topic. I am glad this problem is not just me at least. I have tried everything and even just bought a new base station to see if that helped but it didn’t. My Arlo pro 2 records about 12 seconds of video then freezes with audio still recording and yes only about 1/3 of the time. It’s only recently too so I think it may be firmware update. I was just about to buy a new camera but if it’s happening to lots of people then that won’t help. I have this camera plugged in but it has to be for 3 second playback so just using battery isn’t an option for me. Has anyone found a solution yet?

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Dannybear — Thu, 29 Aug 2019 23:28:13 GMT

@Kltracy

On the problem camera, have you adjusted the camera view to be zoomed? If so can you try resetting the pinch and zoom setting to full screen to see if the issue goes away.

Re: About 1/3 of recordings, play about 10 seconds and video freezes but audio keeps playing

Kktracy3 — Fri, 30 Aug 2019 01:10:50 GMT

No I have never zoomed my camera before but I did take off the activity zone that I had always used with no problems. That didn’t fix it either..