topic Re: Video won’t play on iPhone IOS 14.7 in Arlo Pro 2

Video won’t play on iPhone iOS 14.7. Gives error saying "unable to load video".

Cdfyst — Wed, 21 Jul 2021 17:12:05 GMT

When I download a video from Arlo onto my photos file on my IPhone 8 the video won’t play and gives this message when I try to edit it.

UNABLE TO LOAD VIDEO
An error occurred while loading a higher quality version of this video.

Re: Video won’t play on iPhone IOS 14.7

JessicaP — Wed, 21 Jul 2021 17:11:08 GMT

Hi Cdfyst,

We recently released a new Arlo iOS app version, which is version 3.5. Try updating the app and downloading the video again to see if that helps.

You can read more about the latest version of the Arlo iOS app here: iOS Mobile App - 3.5 - 20th July 2021

Re: Video won’t play on iPhone IOS 14.7

Cdfyst — Wed, 21 Jul 2021 20:26:51 GMT

Thank you for replying. My app says I have the 3.5 version as of 6 days ago. Been trying to edit this video for last three days. I can play it in my photos file on my IPhone but if I try to do anything else with it like send it or edit it I get that message.

Re: Video won’t play on iPhone IOS 14.7

JessicaP — Thu, 22 Jul 2021 14:25:31 GMT

Can you share a screenshot of the error message? And which Arlo camera are you downloading your recordings from?

Re: Video won’t play on iPhone IOS 14.7

Cdfyst — Thu, 22 Jul 2021 23:51:16 GMT

It’s a pro 2 camera serial # 5JX1877RC1F6D

I tried sending a screen shot from my IPhone of the message but this message program won’t accept my screen shot which says exactly what I reported to you. Nothing else. No error number or anything.

Re: Video won’t play on iPhone IOS 14.7

JessicaP — Fri, 23 Jul 2021 14:26:11 GMT

Are you able to download to the video through the web client on your computer or on a different iOS/Android device?

Re: Video won’t play on iPhone IOS 14.7

Cdfyst — Fri, 23 Jul 2021 14:33:58 GMT

I’ll try that and get back to you-busy now.

Btw it doesn’t matter which camera I save an arlo video from, my pro 2s, 3s or ultra to my Iphone8, I get the same message when trying to edit or do anything other than watch the video in photos

Re: Video won’t play on iPhone iOS 14.7. Gives error saying "unable to load video".

Cdfyst — Fri, 23 Jul 2021 15:17:19 GMT

I don’t have another device other than my computer and I don’t have any editing program on my computer. I edit videos on my Iphone.

Re: Video won’t play on iPhone iOS 14.7. Gives error saying "unable to load video".

Cdfyst — Fri, 23 Jul 2021 15:29:52 GMT

Maybe I should submit this to Apple IPhone customer service?

Re: Video won’t play on iPhone IOS 14.7

Cdfyst — Fri, 23 Jul 2021 16:17:11 GMT

I contacted Apple community and asked this question attached

Re: Video won’t play on iPhone IOS 14.7

NicZb — Mon, 30 Aug 2021 19:56:09 GMT

I have had this issue as well. Please respond with a solution. Many thanks.

Re: Video won’t play on iPhone IOS 14.7

Cdfyst — Mon, 30 Aug 2021 20:02:15 GMT

No one knows how to fix it, they just pass the buck back and forth.

Re: Video won’t play on iPhone IOS 14.7

StephenB — Mon, 30 Aug 2021 20:09:12 GMT

FWIW, I can download 4K videos from my Ultra to photos on my iPhone 12 Mini, and then play them with no problem. The iPhone is running iOS 14.7.1

Re: Video won’t play on iPhone IOS 14.7

NotARobot — Fri, 10 Sep 2021 05:51:35 GMT

It isn’t a problem downloading or playing them. It’s editing and saving them again. I’m running latest to date iOS 14.7.1 (18G82) and Arlo 3.5.4 apps on iPhone X and clearly having the same problem saving edits to downloaded videos.

Re: Video won’t play on iPhone IOS 14.7

StephenB — Fri, 10 Sep 2021 10:02:07 GMT

@NotARobot wrote:
It isn’t a problem downloading or playing them. It’s editing and saving them again. I’m running latest to date iOS 14.7.1 (18G82) and Arlo 3.5.4 apps on iPhone X and clearly having the same problem saving edits to downloaded videos.

There is no feature that lets you upload new (or edited) videos to the Arlo library.

Re: Video won’t play on iPhone IOS 14.7

Cdfy — Fri, 10 Sep 2021 13:11:10 GMT

Do you get this message after editing a video?

Unable to load video An error occurred while loading a higher quality version of this audio

Re: Video won’t play on iPhone IOS 14.7

NotARobot — Fri, 10 Sep 2021 21:45:32 GMT

Yes, I’m getting that error message, that the higher quality video won’t load.

And to the further above reply, no one is trying to upload a video back to the Arlo system. SMH

Re: Video won’t play on iPhone IOS 14.7

StephenB — Sat, 11 Sep 2021 12:11:51 GMT

@NotARobot wrote:
And to the further above reply, no one is trying to upload a video back to the Arlo system. SMH

Can you fill in all the steps that you are doing?

I am seeing some odd stuff too, but it isn't clear to me if it is Photos or Arlo. I am able to reproduce the "unable to download higher quality video".

But downloading the Arlo file to my PC and editing it there works fine. (I downloaded it directly from the Arlo library, and also downloaded it from Photos, and both files can be edited w/o a problem).

The error appears to be linked with use of iCloud, and googling it shows quite a few folks having the problem. But the solutions on-line don't work in this case. FWIW, my full videos in iCloud, and can be downloaded using the web portal.

One thing to potentially try is turning off iCloud in photos, and see if that works around the problem.

Re: Video won’t play on iPhone IOS 14.7

Cdfy — Sat, 11 Sep 2021 13:59:56 GMT

Thanks, that’s the best information I’ve seen. I haven’t tried using the pc. If that works I’ll go with it. Just so used to only using my I-phone. Btw if I turn off iCloud in photos it offers to download the photos to my phone. Will that make me lose some photos? Will that affect Arlo using the cloud for arlo videos? Thanks fir all your input.

Re: Video won’t play on iPhone IOS 14.7

StephenB — Sat, 11 Sep 2021 18:34:21 GMT

@Cdfy wrote:
Btw if I turn off iCloud in photos it offers to download the photos to my phone.

Turning off iCloud doesn't fix it in Photos and rebooting the phone doesn't seem to fix it, I am still seeing the same error when I try to edit on the phone.

Which is weird because there is no higher quality version of the video.