topic Video play back not working on Iphone in Arlo Pro 2

Video play back not working on Iphone

ShereeK — Tue, 03 Dec 2019 19:13:34 GMT

I have been having trouble with video playback since I downloaded the new Arlo app on my iPhone 11. Live connection and microphone is much slower. Not allowing me to play back videos that are recorded. Is there a fix for this?

Re: Video play back not working.

ShayneS — Tue, 03 Dec 2019 19:13:13 GMT

Hi @ShereeK

Are you still experiencing this issue? What version of iOS is your iPhone running?

Re: Video play back not working.

TheBollinger — Wed, 04 Dec 2019 09:22:59 GMT

I’m having this exact same issue since the latest update.

Re: Video play back not working.

ShayneS — Wed, 04 Dec 2019 19:33:45 GMT

Hi @TheBollinger

What version of the Arlo app are you using & what phone/OS version are you running?

Re: Video play back not working.

TheBollinger — Wed, 04 Dec 2019 19:49:40 GMT

App 2.11.1 (1679)
iPhone 7 on iOS 13.2.3

Re: Video play back not working.

ShereeK — Wed, 04 Dec 2019 20:04:22 GMT

I am using iPhone 11 13.2.3

My Arlo started working again just this past Monday (December 2nd). Appears to be working as before.

Re: Video play back not working.

ShayneS — Wed, 04 Dec 2019 21:18:12 GMT

@TheBollinger

What troubleshooting steps have you tried so far? I do not want to suggest anything you may have previously performed.

Re: Video play back not working.

TheBollinger — Thu, 05 Dec 2019 20:29:59 GMT

Thanks for asking. So far I’ve tried replacing the batteries on the camera, resetting the application, reinstalling the application, and restarting my phone.

The live video feed from the camera works perfectly fine (I can turn that on and stream no problem), and I receive notifications when a recording is triggered; but if I try to go and view a recorded clip, it’s impossible to select a day and there is no list of recordings underneath any of the days.

My phone’s notification center however shows that the clip has been recorded etc. and the settings in the Arlo app all indicate that they are correct for making such recordings.

Re: Video play back not working.

ShayneS — Thu, 05 Dec 2019 21:22:07 GMT

@TheBollinger

Can you view/play the recordings from the web portal?

Re: Video play back not working.

TheBollinger — Thu, 05 Dec 2019 23:03:59 GMT

No, when I log into the web portal, it also shows no recordings.

Re: Video play back not working.

ShayneS — Thu, 05 Dec 2019 23:15:36 GMT

@TheBollinger

Have you tried contacting customer support regarding this issue? I have attached the link here for you - Arlo Tech Support