Arlo Pro and Pro 2 keeps showing loading for long time and then shows "request time out"

[Johnsonnah]

Cannot view all live cameras in my laptop but mobile phone works well. For Arlo Pro 1 and 2, screen keep showing loading for long time then its appear written 'The request time out' My handphone can view all 4 cameras live at one time. Please help, thank you

[Dannybear]

What App are you using on the laptop?

[Johnsonnah]

Not sure what apps in my laptop , but i have been using the same laptop to view the cameras for years.

Only recently it cannot view , had brought my laptop to check but the IT said my laptop system is up to date.

Please advice thanks 

[Dannybear]

Is the laptop using windows?
If so are you using edge as the browser?

[jguerdat]

It also sounds like you're using this laptop at work where network security may be blocking some part of the connection to the Arlo servers. If you take the laptop home does it work then? If so you'll need to see if IT is willing to open ports 80, 123 and 443 to arlo.com for you.

[StephenB]

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@jguerdat wrote:

 If so you'll need to see if IT is willing to open ports 80, 123 and 443 to arlo.com for you.

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The base (and cameras) need to communicate on all three ports, but my.arlo.com should only need 443 (which is the normal port for https).  If you can connect to the forum from work, then the port is open.

But your IT folks might have a proxy/firewall that is filtering https traffic - most IT departments would be unlikely to change their settings for something like this, but it is worth a try.

Also, many companies block UDP traffic - not sure if Arlo is using UDP for live streaming or not.

[Johnsonnah]

I am using my laptop to access the camera.

Browser: Google Chrome, Microsoft Edge

OS: Windows 10

Port 80,123 & 443 is open in out company firewall settings.

within our company network few devices are able to access and few devices are not able to access. All devices are under same network and running on same OS.

[StephenB]

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@Johnsonnah wrote:

I am using my laptop to access the camera.

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Does livestreaming work when you are home?

[Johnsonnah]

No home also cannot livestreaming , why ?

[StephenB]

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@Johnsonnah wrote:

No home also cannot livestreaming , why ?

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It should be able to livestream when you are home.  Is this laptop set up to use a VPN?

Also, is there any internet security software installed?

[celticpatricia]

I can't either and can not figure out why. Very frustrating. My post yesterday  " 

I can not live stream. I've tried over and over again. I used to be able to once in a while, but it's never worked very well. I have tried different browsers. I have 5g, 867.8 Mbps download  and 62.9 Mbps upload, so speed is not an issue. I also have 5 bars on my cameras, so they are getting a good signal. All cameras are plugged in, not on the batteries. 

I just can not figure this out. Have tried unplugging the base for a while too. Also disabled Norton for a while, nothing. Can anyone help please?

Model: VMB4500 | Arlo Pro/Pro2 Base Station " StephenB, can you help? 

[StephenB]

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@celticpatricia wrote:

I can't either and can not figure out why.

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Are you also able to livestream in the app (just not in the desktop)?

[celticpatricia]

Yes, that's weird. Wonder why it doesn't on my desktop computer. I never noticed that before because I'm rarely on my phone.

[StephenB]

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@celticpatricia wrote:

Yes, that's weird. Wonder why it doesn't on my desktop computer. I never noticed that before because I'm rarely on my phone.

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Ok.  What browser are you using?

[celticpatricia]

Chrome. I have tried Edge, Bing.

[StephenB]

Maybe try downloading firefox, and make sure no browser extensions are installed.  This is just a test, to see if a completely clean browser install behaves differently.  Maybe also disable the Windows firewall (or whatever firewall is active).

Is Norton the only security software running on the PC?

[celticpatricia]

I downloaded Firefox and temporarily disabled Norton. And yes, I only have Norton. The live stream does work but cuts in and out, like its buffering. Also takes quite a while to load the live stream.  I'll have to get back to this tomorrow as I'm running out of time today for this. I really appreciate your help. I wouldn't think it would be my computer because I can live stream other stuff like youtube. I was reading about ports....maybe that's the problem. I'll get back to this in the morning. Thank you!

[StephenB]

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@celticpatricia wrote:

I was reading about ports....maybe that's the problem. 

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No, that wouldn't affect just the desktop.  

[celticpatricia]

O.K. I uploaded what it does, same on Chrome and Firefox. This is Firefox.  Some sort of interference? Or is it just Arlo itself. Sometimes I wish I would have bought a different camera system. https://www.youtube.com/watch?v=5yEBjfyQqno

[celticpatricia]

Starts cutting in and out around 1 minute into the video. Excuse the dog snoring in the background. 

[StephenB]

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@celticpatricia wrote:

Starts cutting in and out around 1 minute into the video. 

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Yes, I see the 3 dots showing every second or so, and then the video resumes.  This only happens with the desktop, correct (not the app)?

Do you see signs of frequent rebuffering when you watch other HD streams (for instance, youtube or netflix)?  You might need to manually select HD from the settings with youtube.

Also, what speeds (upload and download) are you seeing when you run speedtest.net on the PC?

[celticpatricia]

This only happens on my desktop, although it takes a while to load on my phone...maybe that's normal. It does not buffer while on other livestreams, such as live wildlife cams. Just checked my speed,  

 PING ms29

 DOWNLOAD 746.14 Mbps 

 UPLOAD 61.50 Mbps 

Think I'll call mediacom and have them check my connection/modem. I can't think of anything else.

[StephenB]

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@celticpatricia wrote:

 PING ms29

 DOWNLOAD 746.14 Mbps 

 UPLOAD 61.50 Mbps 

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That's more than fast enough, so this is a puzzle.

Seems unlikely, but malware is hard to rule out.  So maybe run a malware scan on the desktop???

[celticpatricia]

Having Mediacom come here on Monday and I will update if my internet was the problem. I had a friend access my cameras from their house and they worked just fine on live view....so must be my place. 

[MikeWNC2020]

I have had Arlo Q cams since April of 2017.

Within the last 2 months I can only live stream on my Android phone and tablet (Both of which are set on the same wifi as my laptop)

It's not speed related, again I was able to stream live on laptop and stream all 4 cameras at once when it worked.

I am on a home wireless network.

Norton 360 is installed and it is the same router in place Netgear NightHawk R8000P

Sounds similar to your issue!

Also I have used ATT Mobley device for hotspot and used my brothers ISP in a different State when visiting. Can't live stream.