Arlo|Smart Home Security|Wireless HD Security Cameras

Receiving error "This video is not able to play in your browser" when trying to view videos

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bagera Aspirant
Aspirant

Trying to view night time images from my Arlo, when I click on the video i receive the following message -

 

This video is not able to play in your browser. Please download to view. Got it -

 

then the download wont open as this has only begun recently

 

Thx for your inisght to rectify

Model: VMC4030 | Arlo Pro Wire-Free Camera
JessicaP Arlo Moderator
Arlo Moderator

Hey bagera,

 

What web browser and operating system are you using? Make sure your web browser is running on the latest version. Are you able to view the videos through the Arlo app on your phone device?

JJS68 Luminary
Luminary

this has been happening more often seems during the last month, most play fine, the ones that do not, always do not.... even if try again and again, I am using Chrome, they work fine in firefox and on phone...

JessicaP Arlo Moderator
Arlo Moderator

Hey JJS68,

 

When you said "the ones that do not, always do not...", is there a specific one that does not play? Are you on the latest version for Google Chrome, which is Version 75.0.3770.100 (Official Build) (64-bit)?

JJS68 Luminary
Luminary

using Chrome Version 75.0.3770.100 (Official Build) (64-bit)

 

this is a share video from today, also does on shared version in chrome, this one errored about 3 seconds in, works fine on firefox

 

https://my.arlo.com/#/viewShared/CFC4A1927EC5870C_201907

 

I tried on a window 10 and 7 box, both same error, both same version of Chrome

 

most video's from library work fine, just these occational videos like the link above that error every time played on Chrome

JessicaP Arlo Moderator
Arlo Moderator

Thanks for sharing the video.

 

Which Arlo camera are you using that is from the link you provided? Are there any other previous videos (using that specific Arlo camera) where you can replicate that problem? And what Base Station are you using?

JJS68 Luminary
Luminary

there are the pro-2's on the VMB4000r3

 

yes, can see one from yesterday too, but has people in it, so do not want to share

 

it's only happens on very few, most work, I can post more examples as I find them as that camera goes off a lot due to wind on the bushes durign storms and supposed to storm next couple days 🙂

JessicaP Arlo Moderator
Arlo Moderator

Thanks again for the details and no worries with sharing other videos. We'll share this to our relevant team and look into this further. When we hear any update, we'll be sure to the community. We appreciate your patience regarding this.

JJS68 Luminary
Luminary

windy day today, so got a couple more examples

 

errors right away

https://my.arlo.com/hmsweb/users/library/share/link/1C02C8F02DB0FBFE_201907

 

errors about 5 seconds in

https://my.arlo.com/hmsweb/users/library/share/link/2123775376602702_201907

JJS68 Luminary
Luminary

this one errored out at about 5 seconds

 

fun one, Squirrel  running down the house from the roof 🙂

 

https://my.arlo.com/hmsweb/users/library/share/link/4C0EF9D9B1FC7919_201907