topic Recorded video is all black? Tried on Edge or iPhone. in Arlo Pro 2

Recorded video is all black? Tried on Edge or iPhone.

SAub — Thu, 29 Jul 2021 14:44:49 GMT

One of my Pro 2 cameras, started today, recording videos that are entirely black. This camera has been working correctly for months until today. This camera detected motion, added a recording for the correct fixed length of time to my Library, but the image displayed in the Library view is entirely black as well as the video when I play it back via web browser (Edge) or iPhone. There have been no recent configuration changes on this camera or base station. All other cameras are working/recording correctly. The issue was corrected by restarting the base station via the Restart button in the Device page of the base station.

Camera:

Firmware 1.125.16.0_36_49c31dd

Hardware H6

Base Station:

Firmware 1.16.6.1_3760_9330458

Hardware VMB4500r2

Re: Recorded video is all black

Dannybear — Thu, 29 Jul 2021 05:04:34 GMT

Some things that would be of interest when it happens again.

Is the problem camera externally powered? If so will behave the same if running on battery only.

When it is a problem, will the camera live stream ok and if so will it manually record playable recordings.

Same, will it work ok if you change the rule to record until motion stops.

Do you have USB backup active and if so will it work ok if the USB is removed.

How often will the issue occur and how long does it takes after restarting the base station. Also will the issue get resolved if you power cycle the base station instead.

Re: Recorded video is all black

SAub — Fri, 30 Jul 2021 11:16:45 GMT

Answers to the questions I have answers for.

>Is the problem camera externally powered?

Yes,

>When it is a problem, will the camera live stream ok and if so will it manually record playable recordings.

No and not sure. Because I don't remember if Live Stream did not activate or if it did but displayed all black. Either way, Live View didn't work. .

>How often will the issue occur

It occurred only once in 4 months.

>and how long does it takes after restarting the base station.

Just a minute or two, although I didn't pay close attention.

Re: Recorded video is all black

JessicaP — Mon, 02 Aug 2021 15:17:06 GMT

Hey SAub,

Are you using cloud recording or local storage where your recorded videos are showing black?

Re: Recorded video is all black

SAub — Mon, 02 Aug 2021 15:34:21 GMT

I viewed the recording in the cloud from My Library from both an Edge browser on Win10 and an iPhone. They both played as all black. I have 7 day free cloud storage. I also downloaded the recording from the Cloud using Edge. It also played as all black.

I also have USB local storage, The video on local storage also plays all black.

Re: Recorded video is all black

JessicaP — Mon, 02 Aug 2021 20:38:49 GMT

I'd suggest contacting the Support Team to further investigate this issue if the issue keeps persisting even after rebooting your Base Station and/or camera. You will find several options for contacting support in the provided link.