topic Re: Video won’t playback in Arlo Video Doorbell

Video won’t playback

Np0405 — Fri, 02 Apr 2021 01:28:52 GMT

My Arlo video doorbell is giving me notifications but when I click on them I’m seeing a length of recording being 522:15:31 or similar (as opposed to the normal 0:15 or whatever). Why I try to actually play the recording it zeros out the length and nothing plays. This happens intermittently as some recordings through out the day are fine. I’ve updated my app and my phone (iOS 14.4.2 and the latest Arlo app).

Re: Video won’t playback

ryraansh — Fri, 02 Apr 2021 03:41:03 GMT

I am experiencing this exact same issue with my doorbell. I just installed it a few weeks ago and it has been working fine until now. I am using a Pixel 5 running Android 11, but the video issue appears on other devices as well.

Re: Video won’t playback

jguerdat — Fri, 02 Apr 2021 13:32:31 GMT

Sounds like video corruption. Are you connecting via WiFi or a base/hub?

Re: Video won’t playback

Np0405 — Fri, 02 Apr 2021 14:05:22 GMT

WiFi... google nest mesh. Has been working fine for months (installed in Dec, issues popped up maybe a week or two ago). WiFi connection is very strong.

Re: Video won’t playback

jguerdat — Fri, 02 Apr 2021 14:13:43 GMT

Could still be interference but try removing and reconnecting the doorbell first.

Re: Video won’t playback

ryraansh — Fri, 02 Apr 2021 17:44:07 GMT

I am also connecting via WiFi (Google WiFi mesh system) Similar situation for me, it was working perfectly fine for the past few weeks.

Re: Video won’t playback

JamesC — Fri, 02 Apr 2021 18:42:54 GMT

The development team is investigating reports of this issue. I will provide an update once we have more information to share.

JamesC

Arlo doorbell camera records with long time stamp in library can not open

jingz1 — Sun, 04 Apr 2021 15:44:10 GMT

Hi,

I bought and installed the Arlo yesterday, and I found there are two kinds of video records in my library, one comes with short timestamp that could easy access and play, another comes with long timestamp that could not play on web or Iphone.

Is there anyone coming accross this problem?

Re: Arlo doorbell camera records with long time stamp in library can not open

ryraansh — Mon, 05 Apr 2021 08:23:20 GMT

This issue has been reported here: https://community.arlo.com/t5/Arlo-Video-Doorbell/Video-won-t-playback/td-p/1816057

Re: Video won’t playback

ryraansh — Tue, 06 Apr 2021 23:53:18 GMT

Hi James,

It's been a few days and I am still experiencing this issue. Are there any updates from the development team?

Re: Video won’t playback

danbo11 — Wed, 07 Apr 2021 17:37:04 GMT

I am having the same issue. Any resolution?

Re: Video won’t playback

LizzieBeth813 — Thu, 08 Apr 2021 00:36:54 GMT

I just spent 2 hrs on the phone with Arlo’s “technical support” One hr on hold and the other arguing with the person. I have had this problem for 7 days and not one person can assist. The only answers I’ve received is “we are escalating this to another team and someone will get back to you in 24 to 48 hrs”. Today makes 72 hours and still no help. I finally get “it is a known issue and our expert team is working on it”. My video doorbell hardly ever had any issues until now and ironically right before my warranty expires. It is recording from 378 hrs to 578 hrs and when I open it, nothing has recorded. It goes to zero. I have tried everything including resetting the doorbell, logging off and back on, disarming and rearming. Nothing and no one can give a straight answer. By the time I was done with the rep, he was stuttering and he tried to make it seem as if I had done something to my doorbell. Can someone please tell me what is the “known issue”. I even asked that my doorbell be replaced if it can’t be fixed. He said no.

Re: Video won’t playback

Np0405 — Thu, 08 Apr 2021 00:51:40 GMT

I think known issue just means they know it’s happening but don’t know what is causing it. I assume it’s a software issue that they are trying to replicate to find the bug. It happens sporadically... mine is recording sometimes, and sometimes not.

Wired Doorbell Video Problems

gallantmp — Mon, 12 Apr 2021 14:35:55 GMT

Anyone else having issues with the video quality from their wired doorbell? The past week, I notice that a lot of the videos recorded and stored in my account from my wired video doorbell are either choppy during playback or they say they are over/around 300 minutes long (not actually the case) and won't play back at all. I notice that there was a recent firmware released on 3/25/2021, that my wired video doorbell is now on. Firmware version is 1.14.0.0_931_5ed3664_1c4138d. Not sure if that's a coincidence or not. Thanks in advance.

Re: Video won’t playback

ryraansh — Tue, 13 Apr 2021 03:54:00 GMT

This issue has been going on for a few weeks now, are there any updates at all from the development team? Unfortunately, I may have to return my Arlo products if this issue is not resolved soon, as it is seriously impairing the functionality of the doorbell.

Re: Video won’t playback

LizzieBeth813 — Tue, 13 Apr 2021 10:33:07 GMT

I agree with you. I’m already researching another video doorbell. I wasted my time chatting with “Kim” from Arlo support last night. They have no answers, no solutions and only excuses. Funny thing was that I asked for my replacement and was told “even if it’s replaced, I’m only going to have the same problem”. How would she know that? I’m on week two with my “known issue”. Once I purchase a new one, I will put the Arlo doorbell in the middle of the street so a truck can drive over it.

Re: Video won’t playback

JamesC — Tue, 13 Apr 2021 19:12:46 GMT

This issue is still being investigated by the development team. I will provide an update once more information is available.

JamesC

Re: Video won’t playback

AMANDAinKC — Wed, 14 Apr 2021 16:39:42 GMT

I am having the same issue with doorbell and has gotten worse in last few weeks. I have 3 other wireless cameras that are not having any issue with this. It is only an issue with my WIRED doorbell. It started with just 1 or 2 videos a day and now 75%+ of the videos are having this issue. I purchased this system from Costco a few months ago. If this issue is not resolved in the next 10 days, it's all going back (I LOVE Costco's return policy for this exact reason).

Re: Video won’t playback

dvwilbur — Wed, 14 Apr 2021 17:56:14 GMT

In a way, I'm at least glad that others are having this problem and it isn't just me. Some of my recorded videos from the doorbell have this really long timestamp and don't play anything. Others are really choppy where I can see a vehicle enter the field of view and then it glitches and the vehicle is exiting the other side of the view. It has been particularly frustrating because most of the "person" videos are the ones that won't play back so I can't see who came to the door. I also had a neighbor ring the doorbell and i "answered" via my app while my wife answered the door and I watched the interaction at the door but the video quality was terrible with it mostly being static. I have attempted a Reset of the doorbell but that has not helped at all. The doorbell is pretty worthless as it is right now so I hope they fix this soon or I will have to investigate other brands... this should really tarnish the reputation of Arlo and their reputation was a major factor in my choosing them.

Re: Video won’t playback

Retired_Member — Wed, 14 Apr 2021 20:28:50 GMT

Exact same issue started several days ago. Had 12 out of 37 videos on the 12th of Apr that had timestamps of 267:46:34 or such.