topic Re: Live stream/Play button fails - Won't connect in Arlo Ultra

Live stream/Play button fails - Won't connect

Dukenewcomb21 — Fri, 04 Mar 2022 18:35:26 GMT

I have 4 Alro Ultras and 4 Arlo pros. All cameras are recording as they should but when I hit "play" to see a live view of the Arlo ultra cameras, it says connecting for a split second and immediately stops. The "play" logo pops back up and I am not able to see a live view for the Ultra's. They are recording correctly but it is impossible to get a live view.

The Arlo pro's connect without issue, also recording fine.

All software is up to date

I have ensured all cameras are "active" under my plan

I have rebooted the base stations

I have uninstalled and reinstalled the app

All with no luck

Does anyone have ANY idea how I can live view these again?

I tried on the website under multiple browsers and it just times out. I really want to be able to do live view on my phone however.

Re: Arlo Ultra will not connect live - says connecting for split second but does record

ShayneS — Fri, 04 Mar 2022 18:34:45 GMT

Thanks for reporting this issue. I was able to replicate this as well. I have notified the Arlo development team & I will provide an update as soon as I can.

'Time-out appears when I try to log-in on webpage

Jan456MGT — Mon, 07 Mar 2022 11:07:47 GMT

When I try log-in to the Arlo Web portal/Smart Home Security site using my account do I continuously get the message 'Time-out'.

The app works fine on the iPhone

Appreciate your help, thanks!!

Best regards, Jan

Re: 'Time-out appears when I try to log-in on webpage

jguerdat — Mon, 07 Mar 2022 14:12:25 GMT

Have you tried rebooting the computer, clearing cookies and cache for the Arlo site as well as using a different browser? You can use a mobile browser when set to use the desktop version of the site.

Re: Live stream/Play button fails - Won't connect

ShayneS — Mon, 07 Mar 2022 18:20:37 GMT

The Arlo development team is currently investigating this issue. We will provide an update as soon as we have more information to share with the community.

Re: 'Time-out appears when I try to log-in on webpage

Jan456MGT — Mon, 07 Mar 2022 18:49:27 GMT

Hi,

THANKS a lot, it works out using Chrome instead of Safari. For the time, this is OK for me 🙂

best regards, Jan

Re: Live stream/Play button fails - Won't connect

Edinburgh_lad1 — Tue, 08 Mar 2022 12:56:02 GMT

Mine seem to be ok. 3 Ultras and 1 HD.

Re: 'Time-out appears when I try to log-in on webpage

ShayneS — Tue, 08 Mar 2022 19:21:49 GMT

Hi,

Are you still experiencing this issue with safari? When you try and live stream, Do you see the 3 dot/bubble animation for an extended period of time than an error message saying "The Request Timed Out - Okay"?

Also does your Arlo app flash when. pressing the "Play" button when trying to live stream on any given cameras?

Thank you

Re: 'Time-out appears when I try to log-in on webpage

Jan456MGT — Mon, 14 Mar 2022 22:30:34 GMT

Hi,

Yes still having the problem using Safari. I cannot get to the page with the 3 lines as it directly jumps to the screen with the popup message 'Request time out'

Best regards, Jan

Re: 'Time-out appears when I try to log-in on webpage

ShayneS — Mon, 14 Mar 2022 22:32:55 GMT

@Jan456MGT

Do you have an iOS device as well by chance? does this occur when trying to live stream within the Arlo app as well?

Re: Live stream/Play button fails - Won't connect

ShayneS — Mon, 21 Mar 2022 16:32:49 GMT

does this issue still occur with the Arlo app v3.6?

Thanks

Re: Live stream/Play button fails - Won't connect

Dukenewcomb21 — Mon, 21 Mar 2022 16:38:34 GMT

Unfortunately yes. I have updated the app but still having the same issue.

Re: Live stream/Play button fails - Won't connect

ShayneS — Tue, 19 Apr 2022 20:52:29 GMT

Are you still experiencing this issue?

Re: Live stream/Play button fails - Won't connect

Dukenewcomb21 — Tue, 19 Apr 2022 21:06:32 GMT

Unfortunately yes. Just tested it again and same exact issue.

Re: Live stream/Play button fails - Won't connect

ShayneS — Tue, 19 Apr 2022 21:47:52 GMT

Do you have the latest version of the app installed? also, I was informed that a factory reset will resolve this issue with the live stream playback.

Re: Live stream/Play button fails - Won't connect

Dukenewcomb21 — Tue, 19 Apr 2022 22:07:12 GMT

Yes most recent version.

Like restarting the base station or I have to wipe everything, repair, and restart it all??

Re: Live stream/Play button fails - Won't connect

ShayneS — Wed, 20 Apr 2022 00:37:58 GMT

@Dukenewcomb21

You can try to remove one of the cameras with the issue and re-install it to your base station, see if that helps.

Re: Live stream/Play button fails - Won't connect

Dukenewcomb21 — Thu, 28 Apr 2022 12:51:16 GMT

Unfortunately that still did not work. Obviously not your fault but is there a way to really push or escalate this issue? I have 4 Arlo pro cameras that were not cheap and I literally cannot look at the live views of them. They record which is good but at least half the camera functionality is worthless. I kept thinking a firmware update or app update would resolve the issue but it’s been going on a while now and still nothing. Please help.

Re: Live stream/Play button fails - Won't connect

Dukenewcomb21 — Thu, 28 Apr 2022 12:52:40 GMT

The app is my main concern. That’s where I use the cameras 99% of the time. And I’ve done all the trouble shooting and still no resolution. I have an iPhone 12 plus and everything is up to date.

Re: Live stream/Play button fails - Won't connect

ShayneS — Thu, 28 Apr 2022 16:26:43 GMT

@Dukenewcomb21

Are you using local 4k live streaming by chance? If you are, can you switch it off and test the live stream again to see if it plays?