my.arlo.com won't load in Mac Safari, and other browsers won't play videos

[jep1978]

In my opinion, one of the most basic expectations that all Arlo users should be entitled to is the ability to play videos online. I had an awful time getting this to work on my Mac when I first got my Arlo Pro 4 camera, but I finally got Safari to do it (Chrome and Firefox still ask me to download each video, which is just not a reasonable everyday solution).

Unfortunately today my Safari work-around has hit a brick wall. When I try to visit my.arlo.com in Safari, I can see the Arlo logo briefly flash, but then it just stops at a blank blue screen in the web browser, with no way to sign in.

Today I even tried installing Microsoft Edge (as silly as that seems on a Mac), but Edge wouldn't play videos on my.arlo.com either. The HEVC extension for Edge doesn't seem to be available for my computer either.

I am just looking for any way to play Arlo videos online with my Mac (whether it involves fixing the current Safari bug or something else), before I give up on Arlo entirely. Thank you for any suggestions you can offer.

Arlo Pro 4 Spotlight Camera

Firmware 1.080.18.4_52_ec35062

Hardware VMC4041PAerH4

macOS High Sierra 10.13.6

Safari version 13.1.2 (13609.3.5.1.5)

[StephenB]

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@jep1978 wrote:

The HEVC extension for Edge doesn't seem to be available for my computer either.

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That's because it is an extension for Windows, not Edge.

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@jep1978 wrote:

(Chrome and Firefox still ask me to download each video, which is just not a reasonable everyday solution).

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When was the last time you tried Chrome? On Windows, they added support for HEVC a couple months back (for systems that have hardware support for HEVC).

[jep1978]

I tried up-to-date Mac Chrome today - still no luck. I also searched for Chrome HEVC extensions but got no useful results.

I suppose my hardware must support HEVC since I was playing these on Safari until the my.arlo.com login page stopped working.

[MackeyM]

Im using an old MacBook with Safari 13.1.2 , just noticed its doing what you described. I opened myArlo login with Chrome Version 98.0.4758.109 and had no issues. 

[ShayneS]

The latest version of Safari 16.1 (18614.2.9.1.12) can you update your computers and try again. 

[bluerangersfan]

I tried this using Safari Version 16.3 (18614.4.6.1.5) and it still failed to load.

[ShayneS]

Hi @bluerangersfan 

Can you provide more detail regarding the issue you are experiencing? 

[bluerangersfan]

When I click on the "View Video Recording" link in "Motion detected" email, my browser is taken to the usual "my.arlo.com" website. However, when I click the "Play" arrow, the screen turns black and I can just make out the text "Loading..." in the middle of the page. The actual video doesn't load.

I'm using an Arlo Pro 5 with the most current firmware (1.040.25.12_110_476a4cc), Mac OS Ventura 13.2 (22D49) and Safari Version 16.3 (18614.4.6.1.5)

[ShayneS]

Thank you for the details. I was not able to replicate this with Safari Version 16.3 (18614.4.6.1.6) & Ventura 13.2.1

Are you able to update your Mac and test again?

[bluerangersfan · Accepted solution]

I upgraded to Version 16.3 (18614.4.6.1.6) and Ventura 13.2.1 (22D68) and the problem no longer occurs.