topic Re: Error: This video is not able to play in your browser. Please Download to view. in Arlo Pro 3

Error: This video is not able to play in your browser. Please Download to view.

pm2000 — Tue, 18 Feb 2020 21:29:26 GMT

Getting the following error when trying to watch save motion-triggered videos in the Chrome browser:

This video is not able to play in your browser. Please Download to view.

When I download the video, it comes as an MP4 file but it plays with only sound. No video is showing.

I just upgraded Chrome to the newest version and the problem persists. Operating System: Windows10

Re: Error: This video is not able to play in your browser. Please Download to view.

TomMac — Tue, 18 Feb 2020 23:23:38 GMT

Haven't seen this issue with Win10 and chrome....

but I do recommend VLC player.... it's free and allows slo mo playback and snapshot from the vids

Re: Error: This video is not able to play in your browser. Please Download to view.

JamesC — Tue, 18 Feb 2020 23:55:57 GMT

pm2000,

Take a look here: Which devices are supported for HEVC 4K or 2K playback?

JamesC

Re: Error: This video is not able to play in your browser. Please Download to view.

jguerdat — Wed, 19 Feb 2020 15:16:51 GMT

When you download the video, use the VLC free app/program to view which will view just about anything.

Re: Error: This video is not able to play in your browser. Please Download to view.

Pucksterpete — Tue, 25 Feb 2020 15:31:06 GMT

Yep, just got the Arlo Pro 3 Cam today and get the same error within Chrome, bummer, this sucks!

No problem downloading and watching.

Is there any fix or work around to be bale to use Chrome for the web app interface and view pro 3 recordings?

Tnx

Pete

error pic link

https://ibb.co/WyHB7hT

Re: Error: This video is not able to play in your browser. Please Download to view.

Pucksterpete — Tue, 25 Feb 2020 15:35:03 GMT

Yep, I am getting the same error, bummer this sucks!

error pic link

https://ibb.co/WyHB7hT

Is there any fix or workaround to be able to view recording from the pro 3 within chrome?

tnx

Pete

Re: Error: This video is not able to play in your browser. Please Download to view.

JamesC — Tue, 25 Feb 2020 21:10:06 GMT

Pucksterpete,

To play the recording your browser must support HEVC playback. Take a look here for more information: Which devices are supported for HEVC 4K or 2K playback?

JamesC

Re: Error: This video is not able to play in your browser. Please Download to view.

Pucksterpete — Tue, 25 Feb 2020 22:15:00 GMT

Thanks James, I am able to get MS Edge browser to play the videos within the Web UI, but the quality of the video I am getting is really grainy, see attached pic below.

Also I just started a new thread on some trouble with managing cameras within the subscription screen.

Here is that thread https://community.arlo.com/t5/Arlo-Pro-3/Subscription-Manage-Camera-Error/m-p/1759376#M1518

If you have the time could you check it out and see if you have a possible solution?

Thanks again

Pete

Re: Error: This video is not able to play in your browser. Please Download to view.

StephenB — Wed, 26 Feb 2020 14:46:27 GMT

@Pucksterpete wrote:

but the quality of the video I am getting is really grainy, see attached pic below.

I'd describe it as blurry/blocky myself. Does it look better during daylight hours?

I suggest tilting the camera downward until the street light is out of the field of view.

Re: Error: This video is not able to play in your browser. Please Download to view.

Pucksterpete — Wed, 26 Feb 2020 17:40:52 GMT

Hi Stephen,
During the day the pic looks great. Before bed lastnight I did tilt the cam down away from the light. I'll take some photos tonight and check. Thanks for replying

Re: Error: This video is not able to play in your browser. Please Download to view.

Pucksterpete — Wed, 26 Feb 2020 18:25:10 GMT

Here's a more recent photo

Re: Error: This video is not able to play in your browser. Please Download to view.

StephenB — Fri, 28 Feb 2020 00:24:41 GMT

@Pucksterpete wrote:
Here's a more recent photo

Still not great. I think part of the puzzle is the lighting. The camera still could be lowered a bit more.

Nightvision might work better, so maybe turn off the spotlight in low light settings. You could also try toggling color and auto-hdr, and see if that helps.

Are you taking a snapshot, or is this a frame from the video?

Re: Error: This video is not able to play in your browser. Please Download to view.

Pucksterpete — Fri, 28 Feb 2020 07:39:03 GMT

I'll try the suggestions you mention.

The pics are from a snapshot.

I did notice last night that when my arlo spot light and another flood light turns on in the front area, the quality of the pic or video greatly improves.

On a different topic, would you might know how I could resolve this issue? https://community.arlo.com/t5/Arlo-Pro-3/Subscription-Manage-Camera-Error/m-p/1759376#M1518

tnx

Pete

Re: Error: This video is not able to play in your browser. Please Download to view.

StephenB — Fri, 28 Feb 2020 12:49:34 GMT

@Pucksterpete wrote:

On a different topic, would you might know how I could resolve this issue? https://community.arlo.com/t5/Arlo-Pro-3/Subscription-Manage-Camera-Error/m-p/1759376#M1518

Unfortunately no. There are quite a few posts here from folks having trouble with subscriptions - I think the only way to get help on them is to contact support ( https://www.arlo.com/en-us/support/contact.aspx ).

Part of the puzzle here is that Arlo changed the subscription plans in December ( https://kb.arlo.com/88/What-are-the-available-Arlo-subscription-plans-and-how-much-cloud-recording-is-available ). It looks to me like you are on an earlier subscription plan (perhaps the Pro3 trial?).

Re: Error: This video is not able to play in your browser. Please Download to view.

Pucksterpete — Fri, 28 Feb 2020 15:05:14 GMT

I have the

Arlo Smart
Premier –
Single Camera

for 2 of my cameras

Re: Error: This video is not able to play in your browser. Please Download to view.

StephenB — Fri, 28 Feb 2020 17:03:50 GMT

@Pucksterpete wrote:

I have the

Arlo Smart
Premier –
Single Camera

for 2 of my cameras

Ok. Your screen shot just says "Arlo Smart", which led me to a wrong conclusion.

Still, I think subscription issues need to be dealt with by support.

Re: Error: This video is not able to play in your browser. Please Download to view.

Pucksterpete — Fri, 28 Feb 2020 18:34:22 GMT

Thank you, I opened up a new case, we'll see if I can get it sorted out

Re: Error: This video is not able to play in your browser. Please Download to view.

Johnscamera — Tue, 03 Mar 2020 14:39:30 GMT

James - If I read the link correctly, is the current default recording format not fully compatible with any PC browsers and only partially compatible with a few low market share browsers such as an IE browser with under 2% market share, but not with leading ones browsers like Chrome or Firefox? Should this situation be viewed as a temporary compatibility bug or an intentional design change such that browsers are no longer way to monitor my Arlo library?

Re: Error: This video is not able to play in your browser. Please Download to view.

StephenB — Tue, 03 Mar 2020 14:53:04 GMT

@Johnscamera wrote:

Should this situation be viewed as a temporary compatibility bug or an intentional design change such that browsers are no longer way to monitor my Arlo library?

The facts here are that the HEVC licensing terms for 2K and 4K are too expensive for browser vendors to integrate software decoding into the browser - so they've all chosen not to do that. FireFox and Chrome also don't support HEVC (at least with flash) even if the PC hardware acceleration supports it.

Since the HEVC encoding in Arlo is done in the camera hardware, I don't think Arlo can switch to a different compression algorithm. When Flash is removed, it is possible that Chrome and/or FireFox might be able to render the HEVC videos if the PC GPU has hardware support for HEVC @ 2K.

Re: Error: This video is not able to play in your browser. Please Download to view.

brakkemh — Fri, 20 Mar 2020 17:59:18 GMT

I am getting the same error message, but ONLY when trying to access my ARLO PRO 3 video (which is 2K) on my chrome browser. I have another camera, an Arlo Ultra (which is 4K) that is able to view with no problems. I can get LIVE video from the PRO 3, but cannot view any of the recorded videos in my browser. Both are new and installed this week. So, my browser allows for 4K playback but not 2K? My app on my iPhone allows me to watch both, but the screen is so small it's not worth it and I'd prefer to review it in my web browser. Please help....