Android app unable to play some library videos

[RC0001]

Hi,

It seems that some videos accessed from android app 2.6.4_23200 are not playable. Arlo app attempts to play for a second but nothing happens. The same clip can be watched if downloaded to phone and played via phones video player.

It can also be watched, if the video link is copied via share option and played from browser (E.g. Firefox, Chrome)

I have 10 camera system across two base. Problem is not limited to one camera only.

The same camera may record another clip few minutes apart that may be playable. There is no obvious pattern on what contributes to this issue.

However, all these video are watchable if downloaded / viewed from browser via link share.

That leads me to question if the camera using different encodings different times that the Arlo android app currently unable to handle?

Clearly it is playable from every other method. The app itself may also be able to play some clips but not others.

My wife has Samsung galaxy s9+ which also cannot watch(using arlo app) the exact videos that I am unable to play on my phone. She also can watch videos I am able to play.

My Phone : Samsung Galaxy s7 edge
Os: Android 8.0

Just in case you are wondering, I have already tried reinstalling app. Issue remains. Any thoughts?

[JessicaP]

Hi @RC0001,

Are you experiencing this issue when you are using WiFi, cellular data, or both? And make sure that you are running the latest Android OS version to see if that helps as well.

[AndreaF]

I am having the exact same issue. It doesn't matter if I am on wifi or 4g. The cameras are running on Cox gigablast wifi, which doesn't seem an be the issue, because, again, the same videos that won't play through the app can be played when downloaded. So, arlo is capturing them and uploading to arlo just fine. This has been a recurring problem for months on several app versions. I am currently on 2.6.5_23400, released 12/5/18. I am on the latest Android version. I was, until about a week ago, on a Note 5 and recently upgraded to a Note 9. I thought that might have been the problem because the phone was an older model. But, the new phone is doing the exact same thing. Some play through app, some don't. Can be downloaded and plays fine. I am on Verizon when on 4g. But, again, it has the same symptom on wifi or 4g. Any help would be great. Thank you.

[JessicaP]

Hi @AndreaF,

If the issue is not resolved even after reinstalling the app and it is occurring whether you are running on WiFi or 4G, I can have our support team take a look at this further. I will reach out to you via PM to gather more information from you.

[Tjcroz2k]

I would like to know if and how this was resolved. I am having the exact issue. My wife's phone is an iPhone and it works fine. I have reinstalled the app and still have the issue. Phone is the S7 Rev 0.6 android 8.0.0

[JessicaP]

Hi @Tjcroz2k,

Have you tried viewing the video on cellular data or WiFi on your Android device?

[Tjcroz2k]

It behaves the same on wifi or data. I also noticed that my chrome browser on my windows 10 computer doesn't play them but edge does. Further more when I download it to my phone the video players, vlc and others, play the video but say there is an issue with the audio codec and no sound plays.

[JessicaP]

Could you try to reboot your Base Station and try to record something as a test through your camera and replay the video on your library to see if the issue happens?