Undefined JPG files from Snapshots and Recorded Motion -- Arlo Pro 4

[Riverview26]

Outdoor usage.  The Arlo Pro 4 has been working fine doing the Snapshot files and I believe the Recorded motion.  I usually do a download of these files.  Now, over the last few days, the results are Undefined JPG files and nothing to see.   

Any ideas?

[Fotog]

I have 10 cameras in one of my accounts, all working properly and subscribed to Arlo Secure.  I have been an Arlo user for a number of years.

For the first time, beginning on April 2nd, when I enter live viewing and click on the camera icon to snap a photo the photos don't always appear in the library.  They appear as a blank rectangle with the time.  This happens intermittently with any or all of the ten cameras.

Interestingly, when a camera is triggered by motion the resulting video always appears in the library.  If I take a manual video they sometimes appear in the Library and sometimes not.

Here is a screen shot of the camera images I recorded (or tried to) today.

I tried to resolve the problem yesterday with a live chat agent who had me go through all the usual troubleshooting ideas, but to no avail.

[StephenB]

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@Fotog wrote:

I have 10 cameras in one of my accounts, all working properly and subscribed to Arlo Secure.  I have been an Arlo user for a number of years.

For the first time, beginning on April 2nd, when I enter live viewing and click on the camera icon to snap a photo the photos don't always appear in the library.  They appear as a blank rectangle with the time.  This happens intermittently with any or all of the ten cameras.

Interestingly, when a camera is triggered by motion the resulting video always appears in the library.  If I take a manual video they sometimes appear in the Library and sometimes not.

Here is a screen shot of the camera images I recorded (or tried to) today.

I tried to resolve the problem yesterday with a live chat agent who had me go through all the usual troubleshooting ideas, but to no avail.

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Have you tried downloading one of the blank videos?  Then see if you can play it in VLC?

[Fotog]

Yes.  I have downloaded blank videos and they do not play.

[KSTAN36]

Yes, I've been having the same issue for about a month or so. Did they say whether it was a storage issue, or a software issue? 

[Fotog]

Chat did not offer an opinion.  They opened a case number but I have not yet pursued it further, thinking I'd try the community here first.

Since my images sometimes appear and sometimes do not, leads me to believe software issue on their part?

[KSTAN36]

I agree, as I have less cameras than you, and I’m having the same issue. And it’s happening to different models, not just one style. 

[Fotog]

Yes, I, too have several different camera models and it happens randomly to any and all of them.

[jguerdat]

Try rebooting the camera (or the hub, if so connected) to see if that helps.

[Riverview26]

Thank you for the quick response.

Please clearly define "reboot".  The camera is currently "hard-wired" with a 25' Arlo electrical power cord.  Turn the power off to the cord & camera, briefly unplug the cord ........... or something else?   If it is the latter, please be specific as to what you are suggesting.   Once again, thank you for the suggestion and quick response.   

Also, is there an actual telephone number by which I can actually speak and converse with a resl person?

[StephenB]

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@Riverview26 wrote:

Please clearly define "reboot". 

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Disconnect power, then open the camera housing and remove/reinsert the battery.  Ideally leave the battery out for 10-15 seconds.

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@Riverview26 wrote:

Also, is there an actual telephone number by which I can actually speak and converse with a resl person?

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Don't google for one, that will almost always lead you to a scam support site.

Go into the support center in the app (not my.arlo.com), select the camera, and you will find phone support there.  It does require a subscription to access.

[Riverview26]

Thank you for the information.  Since the camera is about an hour away at another location, I will try that out the next I am near the camera.  In the meantime, I assume you must have heard of similar situations where this appoach resolved the matter.  Correct ..... hopefully?  

Since I used to work quite a bit in MIS / IT many moons ago, I was a firm believer in the power of a "reboot" to resolve a strange issue on of a PC.    

Thanks again! 

PS ,,, as a new user of the Arlo Community, I notice that we strangely seem to have the same first name and middle initial.

[StephenB]

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@Riverview26 wrote:

I assume you must have heard of similar situations where this appoach resolved the matter.  Correct ..... hopefully?  

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Your issue is a bit different from what we usually see in the forum.  This is a user-to-user forum (neither @jguerdat nor I work for Arlo, so we don't have access to their bug database).

If rebooting doesn't seem to help, the next step would be to do a factory reset.  That process involves

• removing the camera from the account
• holding down sync on the camera until it flashes amber (about 15 seconds)
• then adding it back to the account

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@Riverview26 wrote:

PS ,,, as a new user of the Arlo Community, I notice that we strangely seem to have the same first name and middle initial.

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FWIW, the "B" is the first initial of my last name.

[Hbrand]

I have the same problem. Thursday April 13th.

[ksss11]

We have experienced this 'undefined' on on some videos for 2 days. Cannot view in download nor site. One we just had was for a 'live' manual recording. All white thumbnail and error message on download.

[BrookeN]

Are you now able to view the videos?

[Hbrand]

No, blank snapshots. Will cost me 1000's of dollars because proof is not displaying.

Link: 

data ;image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAoAAAAFoCAMAAADw7LpjAAAAGXRFWHRTb2Z0d2FyZQBBZG9iZSBJbWFnZVJlYWR5ccllPAAAAAZQTFRF5OTkAAAArPtXKwAAAPlJREFUeNrswTEBAAAAwqD1T20LL6AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA4GcCDACFlQABOXnLZAAAAABJRU5ErkJggg==

[jguerdat]

Your link didn't work.

[ksss11]

I went back to the 15th and 14th to find the white out videos. They still will not play on PC  download. Unsupported file msg. It seems like most all of ours are when we are 'live' recording and then motion happens and the yellow motion icon comes on while recording, which defeats the purpose for catching neighbor doing things when she trips the motion sensors, as we would have zero proof with this issue going on.

[BrookeN]

Is this still ongoing or was it only on those specific days? 

[Hbrand]

Ongoing, did reset, unplugging, happens on Phone, windows, notpad, tablet.

Greetings, Harold

[BrookeN]

I have passed this information onto our development team. I will update as soon as possible.

[BrookeN]

@Hbrand and @ksss11 is it on all the Arlo Pro 4 you have or is it certain ones? And if it is certain ones can you provide the serial number for those? You can dm those to me. 

[Hbrand]

I have Arlo Pro 2 and VMB4000

All 4 cameras are blank snapshots.

[Hbrand]

Other users have same problem. Google that.