topic More PC ":connection failed" shenanigans when viewing live in Arlo Q Plus

More PC ":connection failed" shenanigans when viewing live

bchapman255 — Wed, 08 Feb 2017 20:35:50 GMT

Number of Cameras: 1

Hardware Info:
- HW Version: VMC3040Sr6
- Firmware: 1.8.3.0_9926

Issue: In the Arlo portal, after clicking "Devices", and then clicking the "> Live" button, either I get a ":connection failed:" after 5 seconds or it just freezes on "Please wait...".

Tested on the following browsers, Operating Systems, and Versions of Adobe Flash Player:

Windows 10 Build 1607:
- Browser: Microsoft Edge
-- Built-in Adobe Flash Player update: KB3214628
-- Result: ":connection failed" after 5 seconds.

- Browser: Mozilla Firefox Version 51.0.1 x86
-- Adobe Flash Player Version: 24.0.0.194

-- Result: Freezes at "Please wait..."

- Browser: Mozilla Firefox Version 51.0.1 x64

-- Adobe Flash Player Version: 24.0.0.194
-- Result: Freezes at "Please wait..."

- Browser: Google Chrome Version 56.0.2924.87
-- Built-in Adobe Flash Player: Version 24.0.0.194 (after using chrome://extensions to update it)

-- Result: ":connection failed" after 5 seconds.

- Browser: Internet Explorer 11 (Version 11.576.14393.0)
-- Built-in Adobe Flah Player (likely uses the same update as Edge)
-- Result: ":connection failed" after 5 seconds.

Continued in next post.

Re: More PC "Connect Failed" shenanigans when viewing live

bchapman255 — Wed, 08 Feb 2017 20:40:45 GMT

macOS Sierra:
- Browser: Safari
-- Adobe Flash Player Version: 24.0r1 on first attempt, 24.0.0.194 on the second
-- Result: ":connection failed" after 5 seconds on both attempts.

- Browser: Mozilla Firefox Version 51.0.1 x64

-- Adobe Flash Player Version: 24.0.0.194
-- Result: ":connection failed" after 5 seconds

- Browser: Google Chrome Version 56.0.2924.87
-- Built-in Adobe Flash Player: Version 24.0.0.194 (after using chrome://extensions to update it)

-- Result: ":connection failed" after 5 seconds

With both Windows 10 and macOS Sierra, I tried the camera with both PoE to our company VLAN and Wi-Fi to a Verizon mobile hotspot (eliminating firewalls completely from the equation). The end results mentioned above are the same regardless of connection.

The "Live" option works great from the iPhone app!

Re: More PC "Connect Failed" shenanigans when viewing live

bchapman255 — Wed, 08 Feb 2017 20:48:59 GMT

Yeah, I know...triple post, but it's easier to read this all in sections.

Given the number of people that have run into this problem, I'm hoping all this info will help the developers fix this mess.

What the problem is likely NOT:
- Firewall (eliminated incoming by using a mobile hotspot as well as using the iPhone app while the camera was connected to the company network)
- Bandwidth (20 Mbps down, 20 Mbps up on company network; 25 Mbps down/up on mobile hotspot)

- PEBKAC/RTFM/ID10T/etc. (yeah, I make mistakes like everyone else, but I think I covered just about everything here. If I'm missing anything, let me know, though!)

What the problem could possibly be:
- Adobe Flash Player. I think Netgear needs to stop using Flash and get with the program (HTML5). If they continue to use Flash, at least keep up with the updates!!!

An easy way to work around this mess:
- Create an Arlo application for both PC and Mac (at least PC to cover the majority of users).

Without the ability to view live video, this product is a non-starter for what we want to use it for (seeing who's at the front door when they ring the doorbell). Motion-detection may be an option, but too many people would walk in front of the camera, creating false positives.

Thoughts?

Re: More PC "Connect Failed" shenanigans when viewing live

TomMac — Wed, 08 Feb 2017 21:18:51 GMT

Well, agree about the use of Flash... but what we have, we have till it changes

Re: More PC "Connect Failed" shenanigans when viewing live

jguerdat — Wed, 08 Feb 2017 21:18:51 GMT

Very thorough! I wish every question had this much detail!

A question first - I'm not clear if the iPhone was using cell service or WiFi from the same network the cameras are connected to to successfully use live view. Did you try both?

Re: More PC "Connect Failed" shenanigans when viewing live

bchapman255 — Wed, 08 Feb 2017 22:43:05 GMT

When I tried the iPhone, it was using WiFi on the same network.

Re: More PC ":connection failed" shenanigans when viewing live

jguerdat — Thu, 09 Feb 2017 00:53:50 GMT

I got nothing...

Re: More PC "Connect Failed" shenanigans when viewing live

JamesC — Tue, 14 Feb 2017 17:08:07 GMT

bchapman255,

Please contact the Arlo Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

JamesC

Re: More PC "Connect Failed" shenanigans when viewing live

bchapman255 — Tue, 14 Feb 2017 17:10:21 GMT

Sorry...too late.

As much as I don't mind troubleshooting further, we ended up returning the product for a refund.

Moral of the story: don't rely on end users to beta-test your products.