STREAMING

[JOHNTHORN]

Thank you. Yes the problem is the cameras stopped streaming to my desktop, still good to iPhone & iPad. The recording still works. Yes I’ve tried different browsers & cleared the cache with no success. Tried turning off virus & firewall, no luck. It’s strange as they have been working well for 3 years. I’ll keep trying & let you know how I go . Regards John

[ShayneS]

Thank you for your patience while we work on a resolution. Our engineering team has found the issue affecting live streaming on my.arlo.com for some users and is testing a fix. We don't have a release date yet, and I'll post here when it's live. In the meantime, live streaming and recording still work in the Arlo mobile app.

[JOHNTHORN]

THIS ISSUE IS NOT RESOLVED AND ARLO KEEPS TELLING ME IT IS .

THE PROBLEM SIMPLY LIES WITH ARLO AND I WILL KEEP POSTING AS LONG AS IT REMAINS OUTSTANDING.

I AM CLEARLY NOT THE ONLY ONE WITH THIS ISSUE.

UNLESS YOUR SUPPORT IMPROVES YOU WILL KEEP LOSING REPUTATION

[BrookeN]

@JOHNTHORN Please do not double post. We are aware o the behavior you are seeing. The devcelopment team is currently investigating this behavior. I will update the community as soon as there is any updates. 

[BrookeN]

@JOHNTHORN Please keep all correspondence to this thread.

[JOHNTHORN]

I HAVE BEEN UNABLE TO LIVE STREAM ON MY ARLO GO 2 CAMERAS FOR WELL OVER A MONTH NOW . IN SPITE OF NUMEROUS REQUESTS & PROMISES TO FIND A SOLUTION NOTHING HAS BEEN SOLVED . ARLO CONTINUE TO CLOSE DOWN DISCUSSION BY SAYING THE CASE IS CLOSED. THIS IS UNACCEPTABLE BEHAVIOUR. THEY HAVE JUST TAKEN MY RENEWAL SUBSCRIPTION REGARDLESS OF THE TOTAL LACK OF SERVICE .

[mediatetv]

Isn't it kind of embarrassing that two months later we are still trying to get Arlo to fix this known and widespread issue of not being able to live stream on my.arlo.com.

[JOHNTHORN]

SURE IS EMBARRASING BUT ARLO DONT CARE . THEY EVEN HAVE THE HIDE TO STATE IN THEIR OWN SYSTEM STATUS THAT ALL SYSTEMS  ARE WORKING.

AT THE END OF THE DAY IM REPLACING ALL MY CAMERAS & LEAVING ARLO

[ShayneS]

Thank you for your patience while we work on a resolution. Our engineering team has found the issue affecting live streaming on my.arlo.com for some users and is testing a fix. We don't have a release date yet, and I'll post here when it's live. In the meantime, live streaming and recording still work in the Arlo mobile app.

[bwallace]

This issue appeared within the last few months (I suspect a software update). Prior to that, all functionality was good. The failure: When attempting to access the "live" video from any of my H11 cameras using the web portal (Brave), the result is "An unexpected error occurred" message is displayed. This only occurs with the web portal and happens with 100% of attempts. This failure is not experienced when using the Android app on my phone.

Camera Firmware version: 1.5.295.

Base station firmware: 1.29.1.2_1592_946e496. Hardware: VMB3010r2

[StephenB]

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@bwallace wrote:

my H11 cameras

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Just to clarify - H11 is a hardware revision of a camera, not the actual model.  Based on the firmware version, you have VMC3030 cameras (the original Arlo cameras that use the CR123 batteries).  If that is not what you have, then go into "Device info" in the app, that will tell you the model.

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@bwallace wrote:

When attempting to access the "live" video from any of my H11 cameras using the web portal (Brave), the result is "An unexpected error occurred" message is displayed. This only occurs with the web portal and happens with 100% of attempts. This failure is not experienced when using the Android app on my phone.

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Have you tried disabling any security software (including antivirus) as a test? 

Have you tried any other browsers?

[bwallace]

Thanks for the info.

Yes, you are correct I have the VMC3030 cameras (the original Arlo cameras that use the CR123 batteries). I do experience the issue with Microsoft Edge browser as well. Turning different security and firewall/virus settings "Off/On" made no changes. Thanks again for your response.

[StephenB]

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@bwallace wrote:

I do experience the issue with Microsoft Edge browser as well. Turning different security and firewall/virus settings "Off/On" made no changes. 

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Livestreaming in the browser uses Google's stun servers, and you can get this error if something is blocking the connection to those servers.  There are some browser extensions that can block these connections, as well as some security software suites.  Note that you also need UDP enabled on your home network

If you set the browser security level to high, then you might want to try using normal. 

Are you using your router's NAT firewall?  Or have you deployed something different? 

[mediatetv]

I don't know who this  StephenB is but he should already know this is a KNOWN issue that is happening to many, many Arlo users. Please see the other thread where this has been discussed ad nauseam and Arlo even stated they "know" what the issue is and a fix is being tested. That latest update was two weeks ago and still nothing. It is beyond embarrassing that this has taken three months to fix. So many competitors in this space and this is the kind of attention a critical non working feature gets.

[bwallace]

Ahhh. Very good. Sorry for the duplicate thread. My thread search didn't pick it up. Would you mind providing a link to the thread? TIA. I was also going to add to my troubleshooting that Google Chrome produces the same failure.

B

[mediatetv]

Not sure how to provide a link. Let's see if this works: https://community.arlo.com/t5/Arlo-Go-2/GO2-live-streaming-issue/td-p/2488416

[henrystr]

This morning, My Arlo cameras on the website show Unreachable and unable to play or record live video.... When I look on the app, the cameras don't show unreachable and I am able to view them live. However they are not recording and when I click on each cameras details it show offline. I also have 2 indoor cameras not connected to the hub and the yare showing unreachable. I do have internet. Anyone lese having this issue? 

[bwallace]

That worked! Thanks again.

[StephenB]

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@mediatetv wrote:

I don't know who this  StephenB is but he should already know this is a KNOWN issue that is happening to many, many Arlo users. 

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I have seen the issue posted before, though I think it is more accurate to say it is affecting some users.  FWIW, I am not one of them - livestreaming using my.arlo.com works for me in Chrome, Edge, and FireFox. 

I also saw that Arlo was working on it.  That doesn't mean there are no steps users can take to resolve or work around the problem on their own.

The stun analysis was posted by @MarcelPar here (though the error message in that thread was a bit different):

• https://community.arlo.com/t5/Arlo-Pro-3/Live-view-fails-on-My-Arlo-Site/m-p/2490220#M18672

I wasn't meaning to say that was the only possibility, but if the stun server connection is being blocked then livestreaming will certainly fail.  Some routers have a SIP alg (SIP application layer gateway) - if yours is one of them, then I suggest disabling that.  SIP and webRTC are related protocols, and both use stun.

As far as "who I am" - I am an Arlo superuser who is familiar with a wide range of Arlo products - not an Arlo employee.  

[JOHNTHORN]

THANK YOU FOR YOUR SUPPORT