I pay Arlo over $1,000/yr in subscription, and over $6,000/yr with hardware. And I'm tired.
So last night I get an email from "Arlo Field Trails <email@example.com>" asking if I want to participate in a beta test of a new firmware to try and resolve this. The message is below. Now, being in the IT industry, I am very skeptical here because of a few things.
1) The alias of your mail account and the subject is wrong. It's supposed to be"Trials" not "Trails." Who would let that ride? Red flag #1.
2) Centercode.com is a legit site for testing of this kind but why do you need to know my birthday (required to register)? Red flag #2.
From: Arlo Field Trails <firstname.lastname@example.org>
Sent: Monday, July 1, 2019 8:07 PM
To: <sent to me>
Subject: Arlo Field Trails Firmware to Resolve ‘Operation cannot be completed at this time’ on Pro2 Experimen
I've been given your name as someone experiencing the issue where clips from your Pro2 camera intermittently cannot play on iOS. ( ‘Operation cannot be completed at this time’ on Pro2) We have an experimental Arlo Pro2 Camera firmware we would like to test to confirm the issue is addressed. Please sign up for field trials and expect to have this firmware ready to test tomorrow,
Please let me know if you have any questions
Arlo Field Trials Team
This invitation is restricted to your email address.
Here is another example of poor management on the part of Arlo. First, they should know that security and credibility go hand in hand. When they put out a communication, it should be worded carefully and properly. And like using "Got It" - non-standard language in a common dialogue - it invites speculation and concern that either they don't know what they're doing, or they've been hacked. That this thread has uncovered far more data than Arlo has, or have shared, in the intervening time, is clearly of great concern to customers. They really need to get moving on this.
I only get this message on I would say maybe 20-30% of my videos and it seams to happen in groups of 4 or 5.
On the computer I get "This video is not able play in your browser. Please download to view." When I download it basically says it can't read the file. I am unable to download on the mobile devices Error "The operation couldn't be completed. (Cocoa error -1)"
I've only noticed it on one camera but that camera gets 80% of my videos.
Battery had been recharged.
I have 27 cameras across 3 locations.
Subscription cost: $1,038/year whichn includes Smart and 3 CVRs
Hardware cost: about $10,000 which includs buying about 10 replacement cameras as they crap out here and there and warranty isn't worth the time to sit on the phone constantly, email stuff, ship it out, etc. Cheaper to buy a new camera.
I have been patient over a few years with the flakyness of Arlo and their lack of customer care. I can name countless problems that I have had with them, yet, like a dog returning to it's vomit, I continue and even recommend Arlo to others who need a "cheap" security system.
The latest fiasco with recordings crapping out "Operation cannot be completed at ..." and not playable is likely the last straw. I pay way to much for this. Here is a proof of what I pay.
Thank you for your post regarding the email you received from the Arlo Field Trials Team. We understand your concerns and sincerely apologize for sending that email as it was sent in error. We would like to assure you and others in this discussion thread that the email was in fact sent from Arlo’s team who are responsible for our Beta Testing Program.
Thank you again for bringing this to our attention. If you have any additional questions or concerns regarding the email you received, please send an email to Beta@arlo.com and our team will follow up with you directly.
We are aware that some iOS users are receiving the message, “Operation cannot be completed at this time,” when attempting to play back video clips in their library. Our team is actively investigating this and will provide an update as soon as possible. We apologize for the inconvenience and appreciate your patience.
@JamesC , what are you saying? why only "some iOS users are receiving Operation cannot be completed at this time,”
What you mean is that only certain people are affected while others are not.
How could it happen, because we all using the same IOS.
That's why I don't like the "automatic firmware upgrades" feature,
because Arlo is controlling individual system, they can do whatever they want for each individual unit.
That's why I don't trust the firmware version number, since we can't see the content of the firmware,
This allows Arlo to invalidate your security system with the same firmware number without you knowing it.
The cloud recordings are faulty at uploading time to the server and playback is impacting iOS, web portal app and android devices as they are missing the audio.
Arlo has been well aware of the issue since it started as their server has been silently deleting these faulty recordings from your cloud library, hence the random missing recordings everyone’s seeing.
Arlo can’t be helped.
I have searched this forum and found an apparent solution of allowing permissions for the app. I can’t seem to find where to do that. I’m trying to download on my iPhone XR.