Trouble viewing on my phone or web

[Hearsegirl13]

Lately some of our cameras have been showing recording but when you click on the thumbnail to view them it won't allow us to view them. Its random cameras and sporadic. What can we do?

[JessicaP]

Hey @Hearsegirl13,

Are you unable to view the video on both the app and web version? Is there any error message that appears when trying to view the video?

[Hearsegirl13]

Not able to view either way...no error message. Just a buffering circle for a second then the play arrow comes back up.

[jguerdat]

What device and OS?

[Hearsegirl13]

Won't play on my Samsung s7 android or my windows computer.

[jguerdat]

For the phone, try both WiFi and cell service. For the computer, are you using W10 and IE or Edge? If so, use Chrome or Firefox since MS had recent updates that caused issues with Arlo.

[Hearsegirl13]

Currently using firefox and it still doesnt play...use wifi and cell phone also and that doesnt solve the issue either.

[JessicaP]

For your phone, try to clear your cache for the Arlo app through your phone settings. And for the computer, try to also clear the cache and cookies and try using incognito mode and use Google Chrome to see if you are able to view.