I am having a page issue with downloading a recording

[arlouser9172019]

I have a great idea... how about if you fix the web page so I can download my recordings.

[StephenB]

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@arlouser9172019 wrote:

I have a great idea... how about if you fix the web page so I can download my recordings.

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Not sure what you are talking about here, as I am not having any problem downloading.

Can you explain more?

[arlouser9172019]

On the web page under library.

when I play the video none of the buttons at the bottom of the player work.

Favorite  ... Share ... donate ....  download   .... delete

Its been this way for several days ... used to work fine.

KJ

[StephenB]

What browser are you using?  I'm certainly able to download and delete at the moment (haven't used the others).

[arlouser9172019]

I use firefox primarily but have also tried internet explorer.

They changed something wanted me to update flash which I did.

Even the log in screen has changed ... ever since then I can not download.

I can download on the mobile app but not the web page.

[StephenB]

Chrome is a bit easier than firefox for this.

With Firefox:

1. Click on "Live" to get the error
2. You'll see a "lego" shaped icon immediately to the left of the padlock in the address bar.  Click on it.
3. You'll see an "allow flash" popup  that you click on
4. Then click on the '"x" about the update error to dismiss it.

Once you've done that, flash will work until you log in again.

[arlouser9172019]

So they updated the app... now not only can I not download on the web page but I can not download on the app.  I can not adjust the video quality, and do not have a link to invite friends.

This seams to be pretty poor support for an expensive camera.

[ShayneS]

Hi @arlouser9172019

Which version of the arlo mobile app are you using? Have you tried downloading with another browser or rebooting your pc/laptop?

Also, which Device/Phone/Model/OS are you using?

[arlouser9172019]

I've tried four different web browsers.

Firefox

Comodo

Internet Explorer

Chrome

The buttons on the bottom of the player are not working ever since the web page changed about two weeks ago.

The app on my phone worked fine until they updated the app a few days ago.  Now all the controls for the camera are gone.  I can not send invites to my camera, and I can no longer download videos.

Everything used to work fine until Arlo started messing with this stuff.

[ShayneS]

Hi @arlouser9172019

I am not sure what is occurring here. I am able to download videos from my web browser & Iphone 11 Pro Max (iOS 13.1.2) & Arlo app version 2.9.1

Do you have a screenshot of the missing buttons/features?

What Device/Phone/Model/OS is your phone using?

[arlouser9172019]

Here's the screenshot... everything is there like it used to be ... the player works I can enlarge to full screen, the slide bar works, and I can forward to the next video.  The buttons on the bottom of the player do not work.  There is no link loading up.  This all happened when the web site was changed.  Same thing with the mobile app.  Everything used to work fine until they changed it.  The last update screwed up everything.

[ShayneS]

@arlouser9172019

Can you try this link & test the buttons again? https://my.arlo.com/#/login

I have tested on google chrome & my feature buttons are functioning properly. 

What version of the Arlo Mobile App are you using?

[arlouser9172019]

mobile app 2.9.2_26040 on a samsung S8

Your link took me to the same page I've been using and the buttons still do not work. Tried with both firefox and internet explorer.

[ShayneS]

@arlouser9172019

Is it possible to test with google chrome? 

[ShayneS]

My team and I were not able to replicate this issue on multiple computers/browsers. Do you have another computer you can test this on?

[arlouser9172019]

I just logged into the web site on my coworkers Mac.

Same thing, the player works fine but the links for the buttons on the bottom are not loading.

[arlouser9172019]

I should mention that I used his internet connection also.

So the only connection to me would be actually logging into the web site with my login.

[ShayneS]

Hi @arlouser9172019

I would suggest contacting customer support regarding this issue? I have attached the link here for you - Arlo Tech Support