Videos not playing on MS Edge

[Tara_B]

OMG.  No offence, Arlo creators.  But WOW!  Trying to get any assistance from the Arlo creators is next to IMPOSSIBLE.

 Here is the deal.  I cannot play any videos using MS Edge.  I don't want a different browser.  I paid almost $1000.00 Cdn for your cameras.  I have raved about how awesome your system is to people when they ask.

 Up until recently, I was impressed.  I am not impressed now.  And this "community" method of sorting out the issues?  It's not working.  Have a "real" person help! Sort out the issues.  If you want to continue having a customer base then please fix the problems with the cameras.  Video doesn't play on MS Edge.  And some captures, well, let's just say they aren't "capturing".  

 Seems like a liability issue for your company.  If I bought your cameras and am faithfully monitoring and I cannot access the feed because you cannot get the product to work as you claim, then if my house is broken into (for example), I would consider holding your company responsible.  

 Get it together & fix it - its not like you don't have the $$$.  You want to keep customers, right?  Wow.  

[steve_t]

Your problem isn't with Arlo, it's with Edge and Flash. If you can play videos and watch livestreams on Chrome or Firefox or Silk, why do you assume it's an issue Arlo can easily fix?

If you stop monitoring (live streaming) your cameras all the time, you're probably more likely to capture people trying to break in. Did you know that live streaming overrides the motion detection and that while you're watching the live stream, it won't record unless you manually hit record? 

[pc2k17]

After a recent Microsoft update, which included updates to Edge and IE, an issue has come up with playing the videos from the Arlo library. Something changed on the Microsoft side which brought this bug on the Arlo site to light. Edge and IE work fine for streaming video on every other site except the Arlo site. This says the change microsoft made has exposed a bug on the arlo website. If no other sites worked as well, then the issue would be solely microsofts.

In mean time, while Arlo is fixing this issue (or working with MS to fix it), there is a workaround so you can still view your library videos in Edge.

1) Go into the library

2) Click the 3 dots on the video you want to view, choose share

3) Choose, copy link

4) Open a new tab in Edge

5) In the new tab, right click in the address bar and choose Paste and Go

You can now view your video in Edge.

[Tara_B]

Steve_t (master) - how do you know?  Because you are a "supervisor"?  Does this make your word credible?

I assure you that it happens in Chrome as well. It's not specific to Edge.  

And I don't happen to "stream" videos all day.  I respond to my alerts on my cell.  But thanks for assuming that you understood what I was talking about.  Supervisor indeed!  

Prodigy answered my questions.  Thank you, Prodigy.  Someone who helped to solve a problem, unlike Steve_t (the master).  Wow.  No offence, Steve.  Take care.

[jguerdat]

Give us all a break. Steve is no more a supervisor than I am or you. We're all users with 3 exceptions that are noted as Arlo employees.

WHat Steve said was correct. It's an MS problem that was introduced with a recent W10 update. If Chrome doesn't work for you, you have other issues - I use Chrome on W10 exclusively (except when testing) and have no problems. Chrome 69 introduced its own issues around Flash but those are easily solved unlike Edge/IE.

As for missing recordings, any time you live view recordings won't happen - you would have to manually initiate them. If that's not the problem, then tell us exactly what's going on and what you've tried. A bunch of attitude isn't likely to get you help so tone it down and we'll do our best to see what's up.

And you always have to option to open a case with support here.