topic Re: More features broken in edge after update in Arlo Q

Arlo Q Videos In Library won't load for viewing in Internet 11, Windows 10

Fotog — Fri, 17 Aug 2018 02:01:12 GMT

Just recently the saved videos will not play. When clicking on one the screen goes dark and says "Loading" but nothing further happens.

This happens in Internet Explorer 11 and Microsoft Edge on a windows 10 machine, but works fine if I use Chrome.

I have gone through all the fixes (I think) such as managing add-ons to make sure Flash is turned on, etc.

Any suggestion for further troubleshooting?

P.S. - Saved videos also play fine on iPhoneX and LG Tablet

Microsoft Edge not playing recordings

ralfyguy1 — Wed, 15 Aug 2018 22:48:28 GMT

I got a Windows 10 Update today and since the Edge browser does not play the recordings anymore. It opens the video, but sits there at 00.00 with a black screen "Loading" and never plays it. I reset the Edge browser, but that didn't help. It was working fine before the update.

Re: Microsoft Edge not playing recordings

Chris67 — Wed, 15 Aug 2018 23:55:54 GMT

Exactly the same with me. Can download recording but will not play in Microsoft Edge from browser. Received Windows update 2018-08 Cumulative Update for Windows 10 Version 1803 for x64-based Systems (KB4343909) 15 Aug 2018.

Re: Microsoft Edge not playing recordings

alfalfa — Thu, 16 Aug 2018 01:29:04 GMT

Video Library not playing effective Aug 15 2018. Using Windows 10 and Edge.

Re: Microsoft Edge not playing recordings

alfalfa — Thu, 16 Aug 2018 13:20:18 GMT

Using Windows 10 and MS Edge. As of Aug 15 2018, Videos from Arlo library on my PC will not play when I click on the play button in the center of the video. The video box says "loading" but just stays black with no video play. Only way to watch recorded videos is to select "Download" button and then select "Open" . Dont have problem when using Google Chrome.

Re: Microsoft Edge not playing recordings

jguerdat — Thu, 16 Aug 2018 13:56:46 GMT

You're right, Edge won't play library videos. However, Edge isn't a supported browser so I'm not sure what to tell you other than don't use it for Arlo.

Re: Microsoft Edge not playing recordings

Cycleclive63 — Thu, 16 Aug 2018 16:59:04 GMT

Having the same problem with windows 10 and Microsoft Edge, but works fine with Google Chrome - seems to be an issue since windows updates yesterday perhaps?

Re: Microsoft Edge not playing recordings

pc2k17 — Thu, 16 Aug 2018 17:24:29 GMT

Have you made sure flash is still enabled? It's possible it's enabled setting for the arlo website got reset. Click on the icon (either a circle ot a lock) next the address bar, and in the menu that drops down make sure flash is enabled for the arlo website.

*** Edit --- Never mind on the flash setting......... I just got that KB update last night and then got the update to Win10 1803. I just now remoted into my home computer from my phone and tested playing a video on the arlo website and I got the same result. Says "loading...." but never loads.

Another blunder by Arlo. This new version of windows has been available for months. No one at Arlo thought to test Edge out with their website? Really, come on, that amatuer hour. Don't give me the "Edge isn't supported" explanation. 400+ million computers run windows 10 and a huge number of people use edge, and I'm sure many of the Arlo community does too. I will not put any google products on my computer, nor will I put firefox on either ever since they started censoring news websites. Besides Edge is faster than chrome and firefox in almost every test.

@JamesC this needs to get fixed asap. We should be able to view videos from the library on our computers without installing other browsers or chewing up our data plans. Edge worked with your website before the 1803 update, it should work after it.

Re: Microsoft Edge not playing recordings

ralfyguy1 — Thu, 16 Aug 2018 17:49:50 GMT

And the microphone option to use the Pro cameras as speakers is still not supported either. I usually use chrome, but at times it causes the recordings playback to cease function because chrome has a bug that locks up some audio process and you have to kill it manually in Task Manager to get it working again. So for now I resort to Firefox, which works fine except when you log in the big Arlo logo is not in the center but crammed on the top of the screen instead. The web page for this product should be no problem to code in a way that it works with these three most commonly used browsers. There is simply no excuse.

Re: Microsoft Edge not playing recordings

pc2k17 — Thu, 16 Aug 2018 17:52:00 GMT

Doesn't work in IE11 either............... sigh. Everyday it's something new with the Arlo system.

Tonight when I get some time, I'll do some trouble shooting, see if I can figure out a work around until Arlo fixes their website.

Re: Microsoft Edge not playing recordings

ralfyguy1 — Thu, 16 Aug 2018 17:53:51 GMT

Also I had problems in Edge before when you play back recordings and skip from one to the next video in succession, after about a dozen or so it quits playing and acts like it used up all of your RAM. I have to close it out and open again and continue where I left off. Another thing I just don't get why there is no Windows app. There is plenty of Windows PC's in circulation to justify that.

Re: Microsoft Edge not playing recordings

pc2k17 — Thu, 16 Aug 2018 17:58:40 GMT

@ralfyguy1

I have seen that behaivor on my work computer with IE11 and win7. Videos stop playing after about 10-15 in a row. Have to refresh the page to get it working again. I have not seen that in Edge though. Either way, they need to fix the website.

Re: Microsoft Edge not playing recordings

pc2k17 — Thu, 16 Aug 2018 22:05:23 GMT

Since I updated to win10 1803 after the recent KB that was pushed, my KB install history is now empty. Can someone look in their update history and give me the KB number.

Settings > update and security > view update history.

Should a KB dated yesterday or very recent. Thanks.

Re: Microsoft Edge not playing recordings

Chris67 — Thu, 16 Aug 2018 22:20:16 GMT

KB4343909

Re: Microsoft Edge not playing recordings

pc2k17 — Thu, 16 Aug 2018 22:55:24 GMT

My main computer does not have Cumulative Update KB4343909, but that is because the win10 1803 build that installed last night has the KB rolled up into it. My build number on this computer is 17134.228.

My second computer already had win10 1803, for about a month, so on 8/14 it got Cumulative Update KB4343909. Whick took the windows build to 17134.228.

So both computers are updated the same and neither work on the Arlo site. My surface tablet with win10 1709 works fine (for now).

In looking at the notes for Cumulative Update KB434390 there isn't much in ther about IE11 or Edge. However, I did also notice that both computers got an adobe flash update, one on 8/15 and the other computer today 8/16. This is KB4343902. It's for a security vulnerability in flash and since the Arlo site uses flash..........

Did everyone else having this issue get the adobe flash update as well?

I'm trying to narrow it down to issue starting after the adobe update or the cumulative update.

Re: Microsoft Edge not playing recordings

Chris67 — Thu, 16 Aug 2018 23:49:31 GMT

Yes, Got Security Update for Adobe Flash Player for Windows 10 Version 1803 for x64-based Systems (KB4343902) at same time as Cumulative Update for Windows 10 Version 1803 for x64-based Systems (KB4343909) bringing my build to 17134.228

Re: Arlo Q Videos In Library won't load for viewing in Internet 11, Windows 10

ryguyMN — Fri, 17 Aug 2018 02:36:04 GMT

I am experiencing the same issues with trying to play videos from the Library in Microsoft Edge. Stuck at "Loading".

Re: Arlo Q Videos In Library won't load for viewing in Internet 11, Windows 10

Fotog — Fri, 17 Aug 2018 03:27:14 GMT

This at least tells us that the problem is wider than our individual machines.

Re: Arlo Q Videos In Library won't load for viewing in Internet 11, Windows 10

DawnM — Fri, 17 Aug 2018 04:23:42 GMT

Hello all,

I've escalated this to our Engineering team. I'll let you know when I have an update.

Re: Arlo Q Videos In Library won't load for viewing in Internet 11, Windows 10

pc2k17 — Fri, 17 Aug 2018 12:40:05 GMT

Just to make sure .......... this affects IE11 and Microsoft Edge browsers. Thank you for the update DawnM.