topic Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only in Arlo Pro 3

Live Streaming Stops/Grays Out After ~10 mins on PC's Only

RJC11 — Tue, 27 Jul 2021 04:00:55 GMT

Bought new and only have one of the three cameras installed (indoors), after ~10 mins the live streaming grays out and the three white moving sequential dots appear in the center of the screen just like when initializing after hitting play but they don't go away and the screen stays grayed/dimmed (I can still see live images and the live red light still stays on). I've tried all the trouble shooting and now have a case open with Arlo escalated to advanced support. The camera works great in the App on our iPhones, but on the PC's it does as mentioned above every time, very frustrating. Anyone have this experience and why the heck doesn't Arlo have an app for PC's???

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

michaelkenward — Tue, 27 Jul 2021 09:58:06 GMT

@RJC11 wrote:

Bought new and only have one of the three cameras installed (indoors), after ~10 mins the live streaming grays out and the three white moving sequential dots appear in the center of the screen just like when initializing after hitting play but they don't go away and the screen stays grayed/dimmed (I can still see live images and the live red light still stays on).

Which browser? Tried others?

You do get kicked out after "inactivity" at your end.

Here, at least, live streaming has never been reliable.

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

RJC11 — Tue, 27 Jul 2021 17:46:25 GMT

Yes tried Edge, Chrome and Safari

There was activity and it grays out after only 10 mins no matter UNLESS using the app on our iphones

Everything else streams perfectly here

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

RJC11 — Tue, 27 Jul 2021 22:11:05 GMT

UPDATE:

Was promised a follow-up call for today at 5pm EST by tech support, never received it. 👎

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

JamesC — Wed, 28 Jul 2021 17:17:34 GMT

I've escalated this topic to the development team for further investigation. I will provide an update once we have more information to share.

JamesC

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

RJC11 — Wed, 28 Jul 2021 18:45:19 GMT

James,

Appreciate this, I've already send in pics and a video of the issue, please let me know if you need anything from me. If they can remote access my PC they can watch when it happens live.

Thanks

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

JamesC — Wed, 28 Jul 2021 21:32:39 GMT

RJC11,

Thanks for your willingness to help. We've been able to reproduce the issue, but if we need any additional information, i'll be sure to reach out.

JamesC

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

RJC11 — Sat, 31 Jul 2021 03:54:03 GMT

Glad to here you guys were able to replicate, hope the fix is coming soon, thanks again.

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

RJC11 — Tue, 03 Aug 2021 19:52:09 GMT

Hi James, any updates?

Thanks

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

JamesC — Tue, 03 Aug 2021 20:07:13 GMT

RJC11,

Not yet. I will let you know as soon as I get more information.

JamesC

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

RJC11 — Fri, 06 Aug 2021 02:38:55 GMT

Thank you!

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

RJC11 — Fri, 20 Aug 2021 22:07:50 GMT

Hi James,

We really need a resolution as otherwise this system is essentially useless, as who has time to keep activating the camera every 10 mins? In addition, to reaching out here, we have contacted customer service and explained the issue and they keep promising to call back, but never do (tried 5 times to coordinate this with them).

Since you guys were able to replicate the issue I would assume a s/w fix shouldn't be that difficult.

Truly appreciate your continued help, but please reach out to the developers for an update or help coordinate an exchange for a model that actually works as advertised.

Thank you!

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

JamesC — Fri, 20 Aug 2021 22:22:48 GMT

A fix is currently being tested. I don't have a definitive timeframe for availability, but we don't expect the wait to be much longer.

JamesC

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

RJC11 — Fri, 20 Aug 2021 22:55:05 GMT

Thank you James, your support is excellent, you should head up customer service too!

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

DistopianHell — Mon, 27 Sep 2021 17:44:33 GMT

I'm experiencing this same issue. I'd like to keep my home Arlo's streaming from the web all day while I'm at work (via Chrome Browser) but the stream keeps stopping after ~10 minutes or so and needs to be restarted constantly throughout the day -- which gets super annoying! Thanks for any fixes the Arlo team can provide us!

Re: Live Streaming Stops/Grays Out After ~10 mins on PC's Only

JamesC — Wed, 03 Nov 2021 18:34:15 GMT

A cloud update was released that should resolve this issue. Please test again and let us know if you experience the same behavior.

JamesC