FIX YOUR MEDIA SERVER !

[Arlo-Man]

For The Love of God ! FIX THE SERVER SO I STOP GETTING ERRORS WHEN TRYING TO VIEW MY CAMS !

[Paul_FCCL]

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Arlo-Man wrote:

For The Love of God ! FIX THE SERVER SO I STOP GETTING ERRORS WHEN TRYING TO VIEW MY CAMS !

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Wonder where Netgear Arlo servers have moved today! Wow......what a painful process it is to just do a live view, many failed attempts and only after many tries you get a very very slow play, that even cuts off a few seconds into it. Please Netgear get your act together, this is not just a latency problem now, it's way past that. Feels like their servers are redirecting requests to other overloaded servers.

Absolutely terrible!

Paul

[jguerdat]

You can get a rough idea if you can decipher the output of a ping, traceroute or nslookup of arlo.netgear.com.  Mine shows this:

C:\Users\jguerdat>ping arlo.netgear.com

Pinging ArloProdLB-1815857678.eu-west-1.elb.amazonaws.com [54.229.136.60] with 32 bytes of data:

so my server is in the western EU (seems to be Ireland).

[TomMac]

Mine is the samea s your Jeff... but I time out  @100%loss

But in another window Arlo  is running fast as can be ...so where is it coming from ?? both live and videos

[jguerdat]

The ping will time out since the server is set to not respond to pings which would be a huge DoS (denial of service) opening for asswipes. It's the FQDNS (fu!ly qualified DNS name) that's important.

[Arlo-Man]

As you can see... There's clearly a HUGE issue. This is exactly why many of us have trouble viewing our cams live.

traceroute: Warning: arlo.netgear.com has multiple addresses; using 54.229.136.60
traceroute to arloprodlb-1815857678.eu-west-1.elb.amazonaws.com (54.229.136.60), 64 hops max, 52 byte packets
 1  192.168.0.1 (192.168.0.1)  2.153 ms  3.063 ms  2.564 ms
 2  10.0.0.1 (10.0.0.1)  2.615 ms  2.610 ms  3.183 ms
 3  LOCAL IP REMOVED (LOCAL IP REMOVED)  10.646 ms  10.994 ms  9.883 ms
 4  LOCAL IP REMOVED (LOCAL IP REMOVED)  10.277 ms  11.949 ms  10.313 ms
 5  te-1-1-ur01.lexington.va.richmond.comcast.net (68.86.173.41)  10.561 ms  10.826 ms  11.792 ms
 6  ge-3-4-ur01.danville.va.richmond.comcast.net (68.86.125.221)  10.817 ms  10.735 ms  10.486 ms
 7  xe-4-1-1-0-ar02.charlvilleco.va.richmond.comcast.net (69.139.165.57)  11.048 ms  20.347 ms  17.599 ms
 8  be-21508-cr02.ashburn.va.ibone.comcast.net (68.86.91.53)  14.947 ms  14.755 ms  14.904 ms
 9  hu-0-10-0-5-pe04.ashburn.va.ibone.comcast.net (68.86.85.66)  13.515 ms  14.253 ms  14.005 ms
10  23.30.206.206 (23.30.206.206)  13.601 ms  12.751 ms  14.902 ms
11  et-2-1-0.cr0-lon1.ip4.gtt.net (89.149.128.229)  86.545 ms  87.417 ms  87.806 ms
12  ip4.gtt.net (46.33.85.166)  87.652 ms
    ip4.gtt.net (46.33.85.162)  95.171 ms
    ip4.gtt.net (46.33.85.166)  88.247 ms
13  * * *
14  * * *
15  * * *
16  * * *
17  * * *
18  * * *
19  * * *
20  176.32.107.13 (176.32.107.13)  108.997 ms  101.066 ms  100.698 ms
21  * * *
22  * * *
23  * * *
24  * * *
25  * * *
26  * * *
27  * * *
28  * * *
29  * * *
30  * * *
31  * * *
32  * * *
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34  * * *
35  * * *

[Streak2]

I get a very similar Tracert report and I never have media server issues.

So I guess there is no correlation between the funky tracert and the media server issues that some are experiencing.

Hopefully @JamesC can chime in with some information that could help get to the bottom of this.

11 142 ms 145 ms 143 ms ip4.gtt.net [46.33.85.166]
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 150 ms 150 ms 150 ms 176.32.107.5
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

[jguerdat]

The timeouts are simply servers set up to not respond to pings, not necessarily an indication of trouble. The issue is the relatively distant storage server and the inherent time it takes to traverse that distance with the added delays each server incurs plus competition with other traffic. This is complicated by privacy concerns with the EU being more stringent than the US since the systems are portable between countries. It's all in the system design which ain't perfect.

[Arlo-Man]

What I posted was NOT a ping and the time out shows why we all have trouble viewing our cams.

[jguerdat]

I'm fully aware that you used traceroute but that uses pings to each hop along the way to determine the increasing delay between each successive hop.  The lack of response to those pings means little - it just means the individual hops are set to not respond.  If all those were down, you simply would never be able to use the system in any manner.

[JamesC]

Arlo-Man,

Are you still receiving any error messages when attempting to live stream?

I will escalate this topic and post an update when I have more information.

JamesC

[Arlo-Man]

Absolutely. It doesn't happen every time but more often than not it takes 2+ clicks of the "live" button or image before the cams actually connect and stream. All cams have FULL WiFi signal.

[Arlo-Man]

[JamesC]

Arlo-Man,

I will reach out to you in a private message to gather more information on this issue.

JamesC

[Arlo-Man]

Sure thing.

[Paul_FCCL]

This is a pretty constant problem, whichever servers we're connected to it's either too slow or overloaded. It's crazy that it should take that long to get a live view. Today It took a good 10 miinutes trying before a live view and then it even disconnected only a few seconds into it!

That's terribly annoying.

[Arlo-Man]

Tech support is a complete joke.

[Arlo-Man]

The tech that replied to my ticket really did no troubleshooting on his end and simply asked for the image I provided above showing the error. He then replied saying my base station needed to be replaced. What a waste.

[Arlo-Man]

Funny how issues so quickly get ignored.

[MachineElve]

Lol, I really took a second to picture in my mind what an asswipe really is. Disgusting 😂

[Arlo-Man]

@JamesCHas even ignored this since and my private message. Go figure.

[JamesC]

Arlo-Man,

I have reviewed your support case and the support team recently sent an email requesting more information.

I have notated in your case notes that you are still experiencing this issue. Please refer to your open support case for more information.

JamesC

[Arlo-Man]

They didn't troubleshoot anything. They simply wanted me to call them so they could send me a new base station. How is that tech support ? I'm not sending in my base station that was brand new when I purchased it for a refurbished unit that WILL have the same issue.

[Arlo-Man]

Not to mention, I saw this when using the original Arlo base station.

[trademac]

....and again the trail ends with no solution.