Time stamp

[BeckyDer]

This community is my last hope. I have 4 Arlo Go2 cameras that run on the cell data and not on wifi.

I have the removal sims cards in all 4 cameras.  When I pull the sims cards out and load them into the computer to view, the time stamp is 8 hours behind the actual time. JUST ON THE COMPUTER.  The correct time is on the Arlo app.  So if I need to use the video from the sims card in any legal case (hopefully that will never happen) it will have the wrong time.  The correct time is on the Arlo app and also on the detail  view on the computer but if you click on the (i) while you are playing the video to see the date and time, the time is off.  Support and CS has been zero help and very frustrating. 

I have done the following, 1) checked the time zone on the app and even changed it and put it back to the correct time zone. 2) I have tried other time zones. 3) I have pulled the battery and restarted the camera. 4) I have removed the app from the iPhone and reinstalled it, this is what customer service wanted me to do today even though there is not a problem with the cell app.  This problem has been on going from the time we bought the cameras. 

The problem is only when I am transferring the videos to the computer.  Support has been a real disappointment and CS was hard to understand and I don't think she listen to the problem.  This is my last hope to get the correct time stamp downloaded correctly.

Please help if you know the problem.  I would greatly appreciate your help.  

Thank you for taking the time to read this.

Becky

[StephenB]

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@BeckyDer wrote:

When I pull the sims cards out and load them into the computer to view, the time stamp is 8 hours behind the actual time. JUST ON THE COMPUTER.  The correct time is on the Arlo app.  So if I need to use the video from the sims card in any legal case (hopefully that will never happen) it will have the wrong time. 

How you are seeing the time stamp on the computer?  

The best place to look for the encoding time is in the metadata of the file in universal time (UTC):

General
Complete name                            : C:\Users\XXXXXX\Downloads\1696417348361.mp4
Format                                   : MPEG-4
Format profile                           : Base Media
Codec ID                                 : isom (isom/iso2/mp41)
File size                                : 5.44 MiB
Duration                                 : 13 s 413 ms
Overall bit rate mode                    : Variable
Overall bit rate                         : 3 402 kb/s
Grouping                                 : 5GG18B79A939C
Composer                                 : Arlo Technologies, Inc
Genre                                    : Action
Description                              : Arlo Cloud Recording-5GG18B79A939C_1696417349064
Encoded date                             : UTC 2023-10-04 11:02:30
Tagged date                              : UTC 2023-10-04 11:02:30
Writing application                      : ArloStreamingEngine-2.21.0-release/2.21.x-2023-07-18-cffbb45-1

That time needs to be converted to your local time when viewing.  That is done by the PC software, not by Arlo.

You can see this time in Windows by right-clicking on the downloaded file and looking at properties.  Windows will do the conversion to local time for you.

The info above came from a freeware tool (MediaInfoXP), though there are many applications that can show you the metadata.  As you can see, MediaInfoXP doesn't convert the time to local time.

Note that the info above came from a recording saved in the Arlo cloud.  I don't have an Arlo Go 2, so I can't check the metadata in its files.  I did check a local recording on my VMB5000 smarthub, and it does have the correct time in the metadata. 

You do need to be careful when getting the video using the direct access to local storage feature - with iOS, Apple can reprocess the video, and that will change the timestamp.  I see that when I get the video by  "sharing" with google email.  You can detect that by looking at the writing application (which is Apple Quicktime in the reprocessed video).   Downloading directly from iCloud gives you the original recording with the correct timestamp.  Not an issue with the Go 2, since it doesn't support direct access to local storage. But other folks getting this info from a smarthub local recording could run into it.

[BeckyDer]

Thank you  Stephen for the information.  I wish I could attach the file for your review regarding how I am viewing the file on my computer but basically, after I download the video to the computer, while I am viewing it, I can click on the i for information and a right pane opens up and you can see the time, date, etc for the video.  That is the time that is wrong.  

When I right click on the video like you say and select properties, the correct time is on the video but I would like to see the time when I am viewing it on the computer.  Please keep in mind that this is with the removal sims cards. 

I am afraid the rest of the information you sent went over my head.  I am sorry I am not more computer smart.

Are we allow to post our phone number on here?  I do much better talking than typing as far as explaining things. 

Becky

[StephenB]

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@BeckyDer wrote:

 I can click on the i for information and a right pane opens up and you can see the time, date, etc for the video.  That is the time that is wrong.  

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What app are you using to view the video?

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@BeckyDer wrote:

Are we allow to post our phone number on here? 

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No.

Also, I don't work for Arlo - I am comfortable giving advice through the forum, but not with giving direct in-person support.

[BeckyDer]

Ok.  I understand.  What help you have given me is more than what I had received so I do thank you for that and I thank you for your time.

My computer is still windows 10 so whatever photo program comes with that is what I use.  I am sorry I am not more of a help.  I do see OneDrive even though I tried not to use that, it keeps coming back and the photos and videos are on that.  

Thank you again Stephan.  I do appreciate your help.  

Best Regards,

Becky

[StephenB]

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@BeckyDer wrote:

My computer is still windows 10 so whatever photo program comes with that is what I use. 

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The Windows player would be called "Media Player", and you'd see that in the upper left if you are using that.

However,  that doesn't give any date information in the properties, so I am thinking you must be using something else.

Are you in the US central time zone?  That is consistent with being 8 hours off (UTC is 8 hours ahead of US Central time).

[BeckyDer]

I am on PST  Pacific Coast, Oregon.  

I have checked the camera and they are also in PST and my computer is set up for PST.    I tried changing the time zone on the Arlo's and then change it back but it did not work which makes since since this doesn't seem to be an Arlo problem.  At least not that we can figure out.  

Its the strangest thing.    If you look to the right in the information pane, you will see that the time is 3:17 a.m. when of course it is daylight.  

 

 

[StephenB]

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@BeckyDer wrote:

Its the strangest thing.    If you look to the right in the information pane, you will see that the time is 3:17 a.m. when of course it is daylight.  

 

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What was the actual time?

[BeckyDer]

7:17 p.m.

Sorry for the delay.  I was away from the computer all day.

[StephenB]

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@BeckyDer wrote:

7:17 p.m.

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Can you double-check the date in the file properties of the recording also?

If the local date+time of the recording is 7:17 pm 15 September PST, then the media player you are using is showing the date and time in UTC (used to be called Greenwich Mean Time), and not converting it to local time for you. 

You can confirm that conversion here:

• https://www.worldtimeserver.com/time-zones/utc-to-pst/

If that's what's going on, then it is a limitation of the media player, and not something Arlo can fix.  However, it is something that law enforcement could confirm if that were necessary.  

[BeckyDer]

Good Morning,

I am sorry it took me so long to respond to your question.  Things have been pretty busy around here.

I will have to start over when I get the sims cards and send you the information you requested.  I am not sure which video I had originally sent therefore, to be correct, I will need to start over with a new video.  I should have that for you in a few days.  Also, thank you for the conversion chart.  I will be printing that out and see if the times do match up to it.

Have a wonderful week.

Becky