Unrecognized error to play stream

[trainhater]

3rd Gen Essential outdoor pan tilt Firmware 5.0.52_27684d1

When watching over the My Arlo site I keep getting 

"Unrecognized error to play stream". This occurs in both Microsoft Edge and Chrome. Also happening to both 2nd gen and 3rd gen essential indoor cameras. It occurs on all cameras at the same time. I have no internet connection issues or buffering issues. All cameras have a strong signal on a Deco Mesh system. Watching 3 at a time and my upload speed is 25mbs. These cameras are all brand new and updated. 
AMD Ryzen 7 9800X3D 8-Core Processor
AMD Radeon RX9070 XT
The computer and the Deco mesh WiFi are all up to date.

[ShayneS]

Hi @trainhater 

Can you try clearing your cache and test this again? Does it occur on the mobile app as well? 

[trainhater]

Cleared the cache restarted Chrome and it still does it, did the same for Edge.  It did not do it on the mobile app. but it timed out at 30 minutes. Is there a workaround for that? Also a workaround for only being able to watch 5 cameras at a time? 

[ShayneS]

Hi @trainhater 

Thank you for reaching out and for taking the time to troubleshoot that for me, I appreciate your patience.

Regarding the web browser streaming issue, since clearing the cache and restarting both Chrome and Edge didn't resolve it, here are a few additional things to try:

• Try connecting your computer directly to your network via Ethernet cable, this can help if there's high Wi-Fi traffic.
• Disable any VPN connections and try streaming again.
• Check that ports 443 and 80 are open on your router, and temporarily disable any antivirus firewall to rule out port blocking.
• Ensure you have sufficient upload bandwidth, each camera requires 1–3 Mbps depending on the model.

As for the 30-minute timeout on the mobile app, this is a standard behavior for live streaming sessions to conserve battery and bandwidth. You can simply restart the live stream when it times out. unfortunately, there isn't a workaround to extend the session beyond that limit.

Regarding the 5 simultaneous camera streams limit, that is a limitation specific to the my.arlo.com web client. 

If you'd like to view more than 5 cameras at once, the Arlo Secure App on a mobile device supports viewing more streams simultaneously. So the mobile app is actually your best workaround for that.

Here are some helpful articles for reference:

• Why am I unable to live stream my Arlo camera from a web browser?
• How to troubleshoot Arlo camera live streaming issues
• How can I reduce connectivity issues when I live stream in 4K on multiple Arlo cameras?

Please don't hesitate to reach out if you have any other questions

[trainhater]

Computer is connected through Ethernet, not using a VPN. 443 and 80 are open. Tried disabling firewall and antivirus, no change, still get the error message. Found out I can stream more than 5. I'm watching 7 right now on my PC, I can't think of anyone who wants to use the mobile app just for observation. 
As far as the 30 minute limit, I am not concerned about my bandwidth, I have plenty and there is more available if I choose. Also, these cameras are plugged in so no battery to worry about. I was running 10 EZVIZ cameras between two different locations prior to putting yours up with out any issues. I changed because I thought it would be an upgrade. Now that I know I would have to have 2 different subscriptions for 2 locations, I figure I will just use the EZVIZ ones up north since there is no subscription needed. If I can't get the error message to stop at my main home, I will just have to go back to the EZVIZ and return the 10 Arlos, so any other ideas? I would like this to work.

[StephenB]

---

@trainhater wrote:

As far as the 30 minute limit

---

Unfortunately, there is no way to avoid the 30 minute limit.

[ShayneS]

Thanks for the update, let me notify the appropriate team and I will report back as soon as possible 

[trainhater]

Anything yet? Every 12-13 minutes I get kicked out and have to refresh the browser. I'm using a fresh download of Chrome with no extensions and the only other page that was opened in Chrome was the google search page by default, which I deleted but still cleared the cache. The cameras are now on their own IoT network, separate from other traffic. Removed them from the mesh network, so they are not switching routers. Beam forming is off as well as fast roaming. Verified that ports 80 and 443 are open on my wifi, windows firewall and my ISP (Spectrum) says they are not blocking those ports, which I can see they are not. My golden retriever had a seizure Friday night that I missed because the camera stream was frozen and I didn't know it. It would be helpful to add a clock to each stream/display so I could notice when it is frozen. Thankfully it still recorded some of it. I have it set to record until movement was done but it was obvious that wasn't the case. Almost every clip I have is under 30 seconds even though I know there was more close and obvious movement by myself for much, much longer. I really want these to work. I can't be the only one with this issue. I would love to blame it on my network so I can fix it but it has worked with other cameras. I'm at a loss.

[ShayneS]

@trainhater 

Just to clarify, motion capture recording and live streaming are two separate functions, so it's helpful to address them individually. Based on this thread, it sounds like your primary concern is resolving the "Unrecognized error to play stream" message that appears when live streaming through the web browser. Is that correct?

[trainhater]

correct

[ShayneS]

When this error message is received, is it always after the 12-13 minutes after starting the live stream? When does it occur, after only live streaming one device or streaming 5+ or all 7 you mentioned earlier? 

Here are a few additional steps I'd like you to try:

If you can, Try on a different computer 

Test an Incognito window Open Chrome Incognito (Ctrl+Shift+N) and log into my.arlo.com to rule out any lingering browser data.

Reduce to 5 cameras at a time or less, try watching only the 5 or less than that (maybe 1-2 for testing)  and see if the error still occurs every 12-13 minutes.

try to Disable hardware acceleration in Chrome Go to chrome://settings/system > turn off "Use hardware acceleration when available" > restart Chrome and test again to see if the error returns.

See if your AMD GPU drivers are up to date, make sure you have the latest AMD Adrenalin drivers installed.

Capture browser console logs, When the error happens, press F12 > click the "Console" tab > screenshot any red error messages. This will help our engineering team identify the exact cause for further troubleshooting. 

Thanks!

[trainhater]

Yes, while I haven't timed every error, everyone I have timed is 12-13 minutes after starting to stream. The amount of cameras streaming doesn't matter they all go down at once, whether 1, 2,3,4,5 are streaming.

Tried another computer with Microsoft Edge and same issue.

Tried the incognito mode last night, no difference.

I've tried each combination of cameras, it is always 12-13 minutes.

I disabled hardware acceleration as you said and again, no difference.

Everything is up to date on my computer, the only update I didn't have was for the Prime X870-p Wifi motherboard and after the update, still no change.

I I did this wrong or it is not what you need, let me know.

[ShayneS]

Thanks for the info, I was able to replicate with Chrome and safari. I have notified the appropriate team and I will report back as soon as possible. 

[trainhater]

Thank you. The camera freezing issues are occurring if I am watching say, 1 or 2 cameras (or whatever) and say 10 minutes later I start viewing another camera. Well the last one added still works to the 13 minute mark but the previous 2 I had been watching then freeze at their 13 minute mark. Problem is there is no indication that they are stopped unless something was happening in the video like a bird flying by and now it's frozen in mid air. Once in a great while my previous cameras froze but I could tell because the timestamp was frozen also.