Video Playback not working on iOS

[cturbitt]

Hello!

I have an IPhone XR and Arlo Pro cameras, for 2 days now I haven’t been able to watch any video playback. If I save the video to my photos, I can watch it but for some reason it just sits on the buffering wheel and never plays off the app.

This is getting annoying as I’d like to monitor my home when I’m at work.

[ShayneS]

Hi @cturbitt

Does this occur on mobile data & Wifi?

May I ask which troubleshooting steps you have performed so far? I don't want to suggest any prior methods you have previously performed.

[cturbitt]

Thanks for reaching out, it doesn’t work on either WiFi or using cellular data. It only works if I save the video and playback under my photos.

[cturbitt]

Also I have tried to turn off each camera and restart, restart my wifi, try different WiFi networks

[ShayneS]

Which version of iOS are you using as well as the Arlo app?

[cturbitt]

2.17 version for Arlo - no update on the App Store

iOS 13.4.1

[ShayneS]

Is this with recorded videos or is this live streaming?

[cturbitt]

Just recordings. I can view live stream without issue.

[ShayneS]

@cturbitt

Thank you for the info. Is this all your recordings in the library or a select few? Are they recordings from motion detected or manually started?

[cturbitt]

None of the recordings are working for playback in all 3 cameras I have. They all worked before, then all stopped. They are all recordings from motion detection.

[ShayneS]

Have you tried to reboot the cameras by removing > Re-inserting the batteries?

[cturbitt]

Yes, each camera was restarted by taking out the battery and putting it back in. We also attempted to resync one of the cameras and nothing changed.

[ShayneS]

I see, Thank you for all the detailed information. To further investigate this issue, Please contact the Support Team. You will find several options for contacting support in the provided link. Arlo Tech Support