newly installed Arlo pro 4 unable to playback video captures on PC

[birddogs100]

I recently have installed the Arlo Pro 4 security system for my sister and everything seems to work fine from her iPad so that she can playback all the captured video from it without any issue.

However, none of the captured video can be played from her Windows 10 desktop computer.  If download the video to her computer and click to playback then a window pop-up asking for money to playback the clip. This is ridiculous and absurd. Is this normal or I have missed some steps on my installation?

Any help will be appreciate.

[StephenB]

Is the Pro 4 recording in 2K?

If so, the issue is that the Pro 4 is using a codec (HEVC) that other browsers (Chrome, Firefox, etc) don't support. It is possible to play them back on most PCs, but you need to use the Edge browser.  You might also need to purchase Microsoft's HEVC windows extension from the Microsoft Store - cost is $.99.

This won't work if the PC is older (5th gen Intel or AMD processor, or earlier).  They don't have the hardware needed to play these files.

Another option is to turn on "Auto Zoom and Tracking" in the camera's video settings.  That will give you 1080p recordings (not 2K), but you will be able to play them Chrome, Edge, or Firefox without needing the HEVC windows extension.

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@birddogs100 wrote:

However, none of the captured video can be played from her Windows 10 desktop computer.  If download the video to her computer and click to playback then a window pop-up asking for money to playback the clip.

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What application is doing this? If it's Microsoft's, then it is probably suggesting that you purchase the windows extension I described above.

If you install the free VLC player, it will play the downloads w/o a charge.  https://www.videolan.org/vlc/download-windows.html