Error: This video is not able to play in your browser. Please Download to view.

[pm2000]

Getting the following error when trying to watch save motion-triggered videos in the Chrome browser:

This video is not able to play in your browser. Please Download to view.

When I download the video, it comes as an MP4 file but it plays with only sound. No video is showing. 

I just upgraded Chrome to the newest version and the problem persists. Operating System: Windows10

[jguerdat]

When you download the video, use the VLC free app/program to view which will view just about anything.

[TomMac]

Haven't seen this issue with Win10 and chrome....

but I do recommend VLC player.... it's free and allows slo mo playback and snapshot from the vids

[JamesC · Accepted solution]

pm2000,

Take a look here: Which devices are supported for HEVC 4K or 2K playback?

JamesC

[jguerdat]

When you download the video, use the VLC free app/program to view which will view just about anything.

[Pucksterpete]

Yep, just got the Arlo Pro 3 Cam today and get the same error within Chrome, bummer, this sucks!  

No problem downloading and watching.

Is there any fix or work around to be bale to use Chrome for the web app interface and view pro 3 recordings?

Tnx

Pete

error pic link

https://ibb.co/WyHB7hT

[Pucksterpete]

Yep, I am getting the same error, bummer this sucks!

error pic link

https://ibb.co/WyHB7hT

Is there any fix or workaround to be able to view recording from the pro 3 within chrome?

tnx

Pete

[JamesC]

Pucksterpete,

To play the recording your browser must support HEVC playback. Take a look here for more information: Which devices are supported for HEVC 4K or 2K playback?

JamesC

[Pucksterpete]

Thanks James, I am able to get MS Edge browser to play the videos within the Web UI, but the quality of the video I am getting is really grainy, see attached pic below.

Also I just started a new thread on some trouble with managing cameras within the subscription screen.

Here is that thread  https://community.arlo.com/t5/Arlo-Pro-3/Subscription-Manage-Camera-Error/m-p/1759376#M1518

If you have the time could you check it out and see if you have a possible solution?

Thanks again

Pete

[StephenB]

---

@Pucksterpete wrote:

but the quality of the video I am getting is really grainy, see attached pic below.

---

I'd describe it as blurry/blocky myself.  Does it look better during daylight hours?

I suggest tilting the camera downward until the street light is out of the field of view.

[Pucksterpete]

Hi Stephen,
During the day the pic looks great. Before bed lastnight I did tilt the cam down away from the light. I'll take some photos tonight and check. Thanks for replying

[Pucksterpete]

Here's a more recent photo

[StephenB]

---

@Pucksterpete wrote:
Here's a more recent photo

---

Still not great.  I think part of the puzzle is the lighting.  The camera still could be lowered a bit more.

Nightvision might work better, so maybe turn off the spotlight in low light settings.  You could also try toggling color and auto-hdr, and see if that helps.  

Are you taking a snapshot, or is this a frame from the video?

[Pucksterpete]

I'll try the suggestions you mention.

The pics are from a snapshot.

I did notice last night that when my arlo spot light and another flood light turns on in the front area, the quality of the pic or video greatly improves.

On a different topic, would you might know how I could resolve this issue?    https://community.arlo.com/t5/Arlo-Pro-3/Subscription-Manage-Camera-Error/m-p/1759376#M1518

tnx

Pete

[StephenB]

---

@Pucksterpete wrote:

On a different topic, would you might know how I could resolve this issue?    https://community.arlo.com/t5/Arlo-Pro-3/Subscription-Manage-Camera-Error/m-p/1759376#M1518

---

Unfortunately no.  There are quite a few posts here from folks having trouble with subscriptions - I think the only way to get help on them is to contact support ( https://www.arlo.com/en-us/support/contact.aspx ).

Part of the puzzle here is that Arlo changed the subscription plans in December ( https://kb.arlo.com/88/What-are-the-available-Arlo-subscription-plans-and-how-much-cloud-recording-i... ).  It looks to me like you are on an earlier subscription plan (perhaps the Pro3 trial?).

[Pucksterpete]

I have the 

Arlo Smart
Premier –
Single Camera

for 2 of my cameras

[StephenB]

---

@Pucksterpete wrote:

I have the 

Arlo Smart
Premier –
Single Camera

for 2 of my cameras

---

Ok.  Your screen shot just says "Arlo Smart", which led me to a wrong conclusion.

Still, I think subscription issues need to be dealt with by support.

[Pucksterpete]

Thank you, I opened up a new case, we'll see if I can get it sorted out

[Johnscamera]

James - If I read the link correctly, is the current default recording format not fully compatible with any PC browsers and only partially compatible with a few low market share browsers such as an IE browser with under 2% market share, but not with leading ones browsers like Chrome or Firefox? Should this situation be viewed as a temporary compatibility bug or an intentional design change such that browsers are no longer way to monitor my Arlo library?

[StephenB]

---

@Johnscamera wrote:

Should this situation be viewed as a temporary compatibility bug or an intentional design change such that browsers are no longer way to monitor my Arlo library?

---

The facts here are that the HEVC licensing terms for 2K and 4K are too expensive for browser vendors to integrate software decoding into the browser - so they've all chosen not to do that.  FireFox and Chrome also don't support HEVC (at least with flash) even if the PC hardware acceleration supports it.

Since the HEVC encoding in Arlo is done in the camera hardware, I don't think Arlo can switch to a different compression algorithm.  When Flash is removed, it is possible that Chrome and/or FireFox might be able to render the HEVC videos if the PC GPU has hardware support for HEVC @ 2K. 

[brakkemh]

I am getting the same error message, but ONLY when trying to access my ARLO PRO 3 video (which is 2K) on my chrome browser. I have another camera, an Arlo Ultra (which is 4K) that is able to view with no problems. I can get LIVE video from the PRO 3, but cannot view any of the recorded videos in my browser. Both are new and installed this week. So, my browser allows for 4K playback but not 2K? My app on my iPhone allows me to watch both, but the screen is so small it's not worth it and I'd prefer to review it in my web browser. Please help.... 

[StephenB]

---

@brakkemh wrote:

I am getting the same error message, but ONLY when trying to access my ARLO PRO 3 video (which is 2K) on my chrome browser. I have another camera, an Arlo Ultra (which is 4K) that is able to view with no problems. I can get LIVE video from the PRO 3, but cannot view any of the recorded videos in my browser. Both are new and installed this week. So, my browser allows for 4K playback but not 2K? 

---

Chrome won't play 4K HEVC, so I am thinking your Ultra isn't recording 4K.   Try downloading one of the videos, and double check.  Note if you have auto zoom and track enabled, you are recording 1080p.

Edge will play 2K and 4K HEVC - though if you don't have hardware support for HEVC in your PC you'll need to install the Microsoft HEVC extension (which is free).

[juniork]

I didn't have a problem viewing any of my cams video from a web browser. now all the sudden I cant see the 2k videos but can watch the pro 2 videos no problem from the browser. 

[StephenB]

---

@juniork wrote:

I didn't have a problem viewing any of my cams video from a web browser. now all the sudden I cant see the 2k videos but can watch the pro 2 videos no problem from the browser. 

---

They use different video codecs.  Edge works (though it might need the HEVC extensions package from Microsoft).  But Chrome and Firefox won't play them (Google and Mozilla haven't implemented support for HEVC video).

[peter-c]

i switched to Microsoft edge,That comes with windows 10 open it in the search box type arlo pro 3 login to account click on 3 dots upper right and save to task bar will open login window.

[philba157]

I was using edge browser (windows 10) and had the same problem. After hours of searching in the end was a 2 minute fix. I was asked to uninstall the latest version of edge and the system automatically reverts to the earlier version, in my case Dec 2019 and now it works again.