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Tutor

Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

This morning I noticed two videos captured in my library. Both showed as recorded at the same time and both showed as manual videos. One had the play arrow displayed in the center of the screen and one did not. If I selected the video without the play arrow it would not play, but instead a pop up message would display that stated my device does not support HEVC format. The second video, with the play arrow, would play normally when I touched the play arrow.

 

what is HEVC, and what is going on?

 

my iPad is updated to the latest 12.1.3

Model: VMC3030 | Arlo Wire-Free Camera
Message 1 of 18
Guru

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

HEVC is a new form of codec that comppresses videos to a smaler size...High Efficiency Video Coding;

 it may be in there for the Ultra 4k vids

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Morse is faster than texting!
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Message 2 of 18
Tutor

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

Thanks,

I’ve never had an Arlo video not play on any of my IOS devices before, and have never had one show a pop up window that stated “unable to play as device does not support HEVC format”.

I’m also wondering why it appeared in my library as a “manual” video (12:19am), what triggered the recording...audio and motion were both armed?

 

And why it won’t play on any of my IOS devices (fully updated Iphone7, IPad 6th generation, and my IPad Pro)? 

Message 3 of 18
Guru

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

test and see if it works on the web ( fire fox works best imo ) to narrow down if its the system or the app/ios

https://arlo.netgear.com

 

At least then you can be specific as to issue

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Morse is faster than texting!
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Message 4 of 18
Aspirant

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

The same thing happened to me today.
Interested in the answers to this issue.
Message 5 of 18
Arlo Moderator

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

Hi @Raven11 and @ErinFl2019,

 

Are you running the latest iOS version on your iOS device? Do you have a screenshot that shows this error? And what Arlo devices do you have?

Message 6 of 18
Tutor

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

Hi Jessica,

Yes I have the latest IOS 12.1.3 updated software.

See screenshots below.

The camera that generated the videos in question is an Arlo Pro. It’s one of two Pros that I have in my five camera system. The other three cameras I have are basic Arlo cameras. This camera has been working fine, generating normal videos, without any problems playing the videos. Then one night these two videos popped up...one playable and one not. They both display as “manual”, so what generated them and why two different playback formats? 

I haven’t had a chance to try playing the video on a desktop computer.

 

Message 7 of 18
Tutor

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

Second screenshot.

Message 8 of 18
Arlo Moderator

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

Thanks for providing the screenshots. Just to make sure, which video is not playable since you mentioned one is playable and the other is not?

Message 9 of 18
Tutor

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

Hi,

Both videos were created at the same time. Both show as “manual”, but only the one on the right has the “play” arrow embedded in the middle of the image. This video (the one on the right) will play normally.

However, the video on the left does not have a play arrow, and when you select this video the pop-message appears.

Message 10 of 18
Arlo Moderator

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

Thanks for providing the extra information. Our development team is aware that the image might (with no play icon) show the error that you mentioned. The fix for this should be coming soon. We appreciate your patience and understanding and will make sure to update the community once we hear more information.

Message 11 of 18
Arlo Moderator

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

Thanks for your patience regarding this. Try to download the newest Arlo app version, which is 2.7.2, and see if this resolves the issue.

Message 12 of 18
Aspirant

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

Update with latest software still same. Unable to delete or view..
Model: VMC4030 | Arlo Pro Wire-Free Camera
Message 13 of 18
Arlo Moderator

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

Hi @P444y,

 

Are you receiving the same error? What device are you using? And could you provide a screenshot with the error?

Message 14 of 18
Highlighted
Guru

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

And, for sure, this is with a Pro 2 camera, not an Ultra?

Message 15 of 18
Aspirant

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

Vmc4030 arlo pro on iPhone and iPad. Latest update installed. Thanks
Model: VMC4030 | Arlo Pro Wire-Free Camera
Message 16 of 18
Aspirant

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

I occasionally have the same issue.  Unable to play video because "your device does not support HEVC format."  Both iOS and Arlo software have latest updates.

Model: VMC4030P | Arlo Pro 2 Wire-Free Camera
Message 17 of 18
Guru

Re: Pop up message displays that "My Device Does Not Support HEVC Format" on iPad

It appears to be an artifact of the recent addition of the Ultra capabilities to the iOS app. Open a case with support:

 

https://www.arlo.com/en-us/support/contact.aspx

Message 18 of 18