topic Re: Arlo Q - Connection to media server has timed out in Arlo Q

Arlo Q - Connection to media server has timed out

AMorneau — Sat, 30 Sep 2017 12:20:38 GMT

Firmware version1.8.3.1_13001

Up until a few days ago, all videos were 15 seconds in length. Now, videos range from 1 second to 3 seconds (majority are 1), I get email notifications of motion yet the video is not in my library and when I go to "LIVE", I see a very brief image and then get the message "The connection to the media server has timed out". To complicate matters, the camera is located in another country.

Any ideas? Thanks.

Re: Arlo Q - Connection to media server has timed out

JamesC — Mon, 02 Oct 2017 17:27:32 GMT

AMorneau,

What firmware is on your camera? Check to make sure it is the latest: Firmware Release Notes

This could also indicate an issue with the cameras connection the router. How far is the camera from your router? What does the signal strength indicator show?

JamesC

Re: Arlo Q - Connection to media server has timed out

AMorneau — Mon, 02 Oct 2017 19:40:05 GMT

Firmware is 1.8.3.1_13001

The camera is about 6 inches from the router. I am getting very small videos (duration range from 1 to 3 seconds) and when I go "Live", I see an image for one second and then get a message "The connection to the media server has timed out.". Again, I am getting notifications and email along with library of videos but nothing of value.

Andre

Re: Arlo Q - Connection to media server has timed out

JamesC — Tue, 03 Oct 2017 17:18:09 GMT

AMorneau,

You might consider rebooting the camera. This can be done remotely by logging in to your account and navigating to Settings > My Devices > select the desired camera > Restart.

JamesC

Re: Arlo Q - Connection to media server has timed out

AMorneau — Tue, 03 Oct 2017 18:58:30 GMT

Thanks. Unfortunately that did not work.

AM

Re: Arlo Q - Connection to media server has timed out

JamesC — Thu, 05 Oct 2017 15:22:10 GMT

AMorneau,

Do you have someone physically at the location that could troubleshoot? You might consider factory resetting the device and adding it back to your account to further isolate the issue.

JamesC

Re: Arlo Q - Connection to media server has timed out

jeffjeffwong — Sat, 18 Nov 2017 20:08:27 GMT

I have the same problem. Tried resetting everything, used a different router, updating the firmware etc. Watching the camera live never lasted for more than a minute. Then the video freezes and it says "connection to media server has timed out" on both ios app and web browser.

Re: Arlo Q - Connection to media server has timed out

AMorneau — Sat, 18 Nov 2017 20:50:53 GMT

I have had an ongoing case with Netgear for some time and tried everything. I think I may have had almost 10 different technicians correspond with me. At this stage, they are suggesting I change the equipment. Netgear cannot explain why but have no other solutions. "At this point, since a factory reset has been done and you are still having the same error message. The next action is to replace the camera. This is most likely a hardware problem and this is not a normal behavior of the camera. Please let us know if you need further assistance regarding the RMA process." I am not impressed. I have installed a Nest Cam and am having far better success.

Re: Arlo Q - Connection to media server has timed out

jguerdat — Sat, 18 Nov 2017 21:38:28 GMT

So, it was determined that you had a faulty camera and you refused to get it replaced? Must be nice to just lose money.

Re: Arlo Q - Connection to media server has timed out

AMorneau — Sun, 19 Nov 2017 13:27:14 GMT

A) No one "determined" it was a faulty camera. B) The camera is in a location where the shipping and return would have cost more than the camera. So, when faced with replacing the camera and possibly have the same problem or switch to another brand, I choose the most intelligent and value added solution. My issue is the error message is not yet resolved by Netgear (and now yours for that matter). At some point Netgear would rather swap than find the problem. Good luck!

Re: Arlo Q - Connection to media server has timed out

jguerdat — Sun, 19 Nov 2017 14:10:46 GMT

A) I quote:

"At this point, since a factory reset has been done and you are still having the same error message. The next action is to replace the camera. This is most likely a hardware problem and this is not a normal behavior of the camera. Please let us know if you need further assistance regarding the RMA process."

Yes, it was determined to be a hardware issue.

b) It's certainly not my issue - I'm a user like you used to be. Your choice to position the camera someplace where it is cost-prohibitive to replace (sounds like you put it in a different country) was your choice in the first place, without regard to possible warranty issues.

Re: Arlo Q - Connection to media server has timed out

AMorneau — Sun, 19 Nov 2017 14:12:57 GMT

Thanks for your feedback and do have a good day.

Re: Arlo Q - Connection to media server has timed out

jeffjeffwong — Mon, 20 Nov 2017 02:14:58 GMT

So I guess this problem has not been addressed by Netgear yet. No fix, No solution, except replacement if it is under warranty? Nonetheless, I doubt replacement would fix the problem as it seems to be a server / firmware issue.

Re: Arlo Q - Connection to media server has timed out

jguerdat — Mon, 20 Nov 2017 13:23:43 GMT

You'll never know unless you try.

Re: Arlo Q - Connection to media server has timed out

AMorneau — Mon, 20 Nov 2017 20:50:03 GMT

Truer words have never been spoken.

To answer the question, the "fix" according to Netgear is replacement. The warranty is really academic as it addresses at whose cost. My experience is I have seen recordings (they are sporadic and inconsistent) and can, like you, at times get a live view only to get the error message "Connection to media server has timed out". I am going to, as jgeurdat pointed out, try and see what happens as this is the solution recommended by Netgear. Regards.