topic Re: iPhone XS Max On IOS 13.6 not playing videos in Library in Arlo Pro 2

iPhone XS Max On IOS 13.6 not playing videos in Library

Chaiyos — Sat, 25 Jul 2020 00:22:36 GMT

Videos are not captured/played in Library on iPhone XS Max On IOS 13.6

Any suggestions on how to resolve this issue?

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

ShayneS — Mon, 27 Jul 2020 18:28:01 GMT

Are you still experiencing this issue playing back videos in your library? Have you tried to delete and reinstall the app?

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

Chaiyos — Mon, 27 Jul 2020 23:58:48 GMT

Yes I have many times but it still doesnt play videos. Took the base to the local distributor and they had the same issue and couldnt help with anything. They said it's Arlo's app issue not compatible with IOS, just wait for Arlo to come out with new App version.

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

ShayneS — Tue, 28 Jul 2020 02:32:12 GMT

@Chaiyos

Do you still have this system to try some troubleshooting?

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

Chaiyos — Tue, 28 Jul 2020 06:06:40 GMT

yes I still have it and would need Arlo to help solving the issue.

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

ShayneS — Tue, 28 Jul 2020 15:43:38 GMT

Do you have the mode set to armed? Are you using a custom mode? You can try and perform a factory reset and test again.

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

Chaiyos — Wed, 29 Jul 2020 02:59:27 GMT

Yes mode is set to armed.

And yes, I had tried factory reset a few times, didnt help.

Just wonder if others experience the similar issue. Saw in previous community chat back in 2018 that somebody had the similar issue (link below). How did that get resolved. Saw Arlo moderator asked many questions, similar here but I didnt see the solution in that chats.

https://community.arlo.com/t5/Arlo/iPhone-XR-IOS-12-1-is-not-playing-videos-in-library/m-p/1652502#M60012

https://community.arlo.com/t5/Arlo-Pro/Getting-message-when-I-want-to-see-the-recordings-no-server/m-p/1736456#M64189

or base is broken? Local dealer said that IOS and Arlo Fireware are not compatible.

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

ShayneS — Wed, 29 Jul 2020 16:23:58 GMT

@Chaiyos

Regarding this statement "Local dealer said that IOS and Arlo Firmware are not compatible". That is incorrect, The Arlo app is compatible with Android & iOS. What are the minimum requirements for installing and using my Arlo system?

Apple devices: For all future product and app enhancement updates, the Arlo app requires iOS version 11 or higher.

to be clear, is your system detecting and recording to the library but you can not play the videos within the library?

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

Chaiyos — Thu, 30 Jul 2020 03:15:31 GMT

As stated in the subject, I am using iPhone XS Max with IOS 13.6

The Issue is there are no recordings in the libraly but the system do detect the movements. The warning messages are received through phone notification.

Again, the base has been reset to factory reset a few times, didnt help.

Can you also advise about the similar issue that a few users raised back in 2018 as per the links that I sent, how did that get resolved.

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

ShayneS — Thu, 30 Jul 2020 16:53:28 GMT

Which Arlo app version do you currently have installed?

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

Chaiyos — Fri, 31 Jul 2020 02:57:09 GMT

As mentioned earlier, I have tried to re-instal the app so it's the latest version available on App Store. Version using is 2.18.1(619) released Jun 30, 2020.

Can you list out the questions that you have so I can provide details that you need in one go instead of coming back with one question at a time. We have about 10 correspondances on this issue but I still dont see any suggestion on how to resolve the issue.

Also, I referred you to the case back in 2018 with similar issue and I still havent got a response on how that issue was resolved or it didnt get resolve at all.

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

ShayneS — Fri, 31 Jul 2020 18:20:31 GMT

I can only see that the latest Arlo app version resolved the previous issue in the thread(S) you are referring to. Please contact the Support Team to further investigate this issue. You will find several options for contacting support in the provided link. Arlo Tech Support

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

Chaiyos — Sat, 01 Aug 2020 08:24:08 GMT

Not helping at all....

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

StephenB — Sat, 01 Aug 2020 11:44:56 GMT

@Chaiyos wrote:

As stated in the subject, I am using iPhone XS Max with IOS 13.6

The Issue is there are no recordings in the library but the system do detect the movements. The warning messages are received through phone notification.

No recordings at all?

Can you confirm that you have a Pro-2 cameras? Your symptoms generally happen when people have no subscription with newer cameras (ultra, pro 3).

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

Chaiyos — Sun, 02 Aug 2020 00:24:04 GMT

No recordings at all. And manual pictures taken also not shown in the library.

These are pro-2 cameras that come with the base. I did not purchase /add new camera.

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

StephenB — Sun, 02 Aug 2020 18:25:05 GMT

@Chaiyos wrote:

No recordings at all. And manual pictures taken also not shown in the library.

And this is also true when you look at the library in a PC (browsing to my.arlo.com )?

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

Chaiyos — Mon, 03 Aug 2020 16:38:41 GMT

@StephenB Not sure because I also have problem accessing live function in my.arlo.com as well. It kept saying the "request timed out".

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

StephenB — Tue, 04 Aug 2020 11:00:08 GMT

@Chaiyos wrote:

@StephenB Not sure because I also have problem accessing live function in my.arlo.com as well. It kept saying the "request timed out".

But can you play the videos already in the library?

Also, if you get frequent timeouts accessing live, then the camera is probably too far from the base. What signal strength are you seeing?

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

allowsee1 — Wed, 05 Aug 2020 09:59:16 GMT

In your Iphone delete arlo app and goto setting /General/Language & Region/ Region = Thai land Calendar=Gregorian (no Buddhist or Japan) you can see all your library. Regards.

Re: iPhone XS Max On IOS 13.6 not playing videos in Library

allowsee1 — Wed, 05 Aug 2020 10:01:27 GMT

And install arlo app again.