topic Re: 4K video on Samsung s20 ultra in Arlo Ultra

4K local stream works fine on iPad but not on Samsung S20 Ultra. Tried unplugging and reinstalling.

McMadjock — Sat, 20 Jun 2020 00:01:13 GMT

I’ve got an ultra smart hub . If I try to view local 4K stream on my iPad it works fine . If I try to view it on my Samsung s20 ultra then I get sound but a black screen. If I switch off local 4K streaming then the picture returns. I have unplugged the battery, reset the hub, checked for updates, reinstalled the app but no joy.

Any ideas

Thanks

Re: 4K video on Samsung s20 ultra

JessicaP — Sat, 20 Jun 2020 00:00:59 GMT

Hey McMadjock,

Have you tried rebooting your Samsung S20 Ultra and making sure that you're on WiFi as well? You could also try toggling your WiFi off and on and toggling your Airplane Mode off and on to see if that helps.

Re: 4K video on Samsung s20 ultra

McMadjock — Sat, 20 Jun 2020 05:23:57 GMT

I’ve tried all that. I’ve got a very good signal and speed on WiFi, over 300Mbps. As I said it works fine without 4K streaming but as soon as I select 4K the screen goes black although the sound remains. I’ve rebooted the camera, the hub, the phone and still no change

Re: 4K video on Samsung s20 ultra

JessicaP — Mon, 22 Jun 2020 15:55:05 GMT

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

Re: 4K video on Samsung s20 ultra

Robi1970 — Sun, 28 Jun 2020 20:44:59 GMT

Hi!

I´ve had the same problem since I purchased my S20 Ultra. I have been in contact with Arlo Support and JamesC(Community Manager) without getting any succes in finding any solution.

https://community.arlo.com/t5/Arlo-Ultra/Black-Screen-in-Live-Mode/td-p/1738129

Re: 4K video on Samsung s20 ultra

JessicaP — Mon, 29 Jun 2020 15:40:44 GMT

Hey Robi1970,

Let me reach out to you via private message to gather more information from you.