@ArloAlex from the Product line management team has advised that a server-side update was released earlier this week that resolves this issue. Please note that this update will not resolve the issue for clips that were affected before the update was released, but future clips should not be affected. If you encounter this issue again on clips dated after 07/22/2019, please let us know so that we can follow up for more information.
I am experiencing the same problem. Running ios12.2 on a tablet. My first experience with this problem was this morning. I received two alerts from two different cameras. One alert would play (from the library); one would not, on the tablet. On my android phone, both would play. All recordings from the previous day work fine.
They actually won’t download and the file sizes vary, but are all under a minute...there is really no rhyme or reason.
Why won't they download? If you select them rather than viewing nd then choose to download, does it happen? And by file size, I mean the number of bytes, not the seconds.
Starts with missing audio on the backup USB recordings, now extending to the cloud recordings.
You can download them using the web portal but audio is missing and what is a cocoa error -1 anyway. Arlo can’t be helped.
If the header is corrupted, I would think it would not play on any device. However, the one that will not play on iOS can be accessed on both Android and Windows 10 devices. This appears to be a random problem unique to Apple devices.
Receive notification of movement but unable to view. Instead I get “the operation could not be completed”. This started about 2 weeks ago. I have rebooted my base station, re- paired the the camera to the base, rebooted my IPhone, and my IPad. Nothing has worked. Sometimes I have been able to view the recording but the problem is now happening every time. I can get on-line with the camera still and see live view but I want to see what has happened to trigger the camera
It just happened again today on iOS. One video played fine and the other one would not play. So this time I used the web browser on my Mac to access the video on arlo.netgear.com but it would not play, giving the message "This video is not able to play in your browser. Please download to view." So I downloaded it and played it in the VLC app but it was jerky and VLC gave the error message "VLC could not identify the audio or video codec".
The same recording on the USB plays error free but it has no audio stream due to the base firmware issue of not recording audio to USB.
I am receiving the same message when trying to play back motion-/audio-detected videos. I have restarted the camera and it's still happening. Would appreciate if Arlo would address.
Thanks for bringing this issue to our attention. We would like to gather more specific information on this issue so we can help the engineering team further isolate the cause.
Please answer the following questions below:
- What camera are you using to experience this issue? (Arlo Pro, Pro 2, Q, etc.)
- What phone device are you using? (iPhone XS, Samsung Galaxy S8, etc.)
- What OS version are you running on your phone device? (iOS 12.3, Android 9 Pie)
- Are you using local storage? Is it enabled or disabled?
- Do you see the issue intermittently?
- Do you see the same issue when using on a different device?
- Attach a screenshot of the error message received.