Arlo|Smart Home Security|Wireless HD Security Cameras|NETGEAR
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Guru

Re: Arlo q shows wrong clip length

Pretty sure it's not the firmware since it happens differently and not everyone is having a problem. I suspect it's server-side.

Message 26 of 268
Apprentice

Re: Arlo q shows wrong clip length

Is the "video" (i.e. The finished video file itself) not "created" or rendered locally on the camera itself and uploaded to the server? In which case it's the actual Arlo Q device that has the error (be it by new recently updated firmware or just a device error).

Or is the video created by the server? In which case as you say it's a server rendering problem which creates a corrupt video file.

I don't keep tabs on the firmware my cameras are running with and as the cameras automatically update themselves to new firmware when its available there is no control from the user, so not sure if there has been a recent update which has caused this or as you say probably a server error. I just presumed the actual Arlo Q camera created the video and uploaded it, rather than the server creating it, I just presumed the server stored the videos once they had been uploaded.
Message 27 of 268
Tutor

Re: Arlo q shows wrong clip length

The issue resolved itself in its own today. Thanks Netgear!
Model: VMC3040 | Arlo-Q HD with Audio
Message 28 of 268
Apprentice

Re: Arlo q shows wrong clip length

I am also having problems with my Arlo Q cameras set up to record for 2 minutes but they are showing 5 hours and  10 seconds of recording.  Also, when I click on footage to review, it won't go on. Looks like I will need to call Customer Service tomorrow.

Model: VMC3040 | Arlo-Q HD with Audio
Message 29 of 268

Re: Arlo q shows wrong clip length

Same issue here - set to record 45 Sec but 5 hr + timeline and out of sync playback. Deleted app (on 5SE) and reloaded - seems to have fixed problem. My guess is server as also affected Arlo wireless recordings.
Model: VMC3040 | Arlo-Q HD with Audio
Message 30 of 268
Guru

Re: Arlo q shows wrong clip length


@NetBox wrote:
Is the "video" (i.e. The finished video file itself) not "created" or rendered locally on the camera itself and uploaded to the server? In which case it's the actual Arlo Q device that has the error (be it by new recently updated firmware or just a device error).

Or is the video created by the server? In which case as you say it's a server rendering problem which creates a corrupt video file.


AFAIK, the camera simply streams to the server. The server apparently is the "creator" of the file we see. There's no buffering in the camera (or base, in the case of the wireless cameras). It's just a stream. Why that would cause the server to create a timeline that's obviously wrong is unknown. As I posted in another thread, I only see the issue on a web browser.  Just checked and it's only on Chrome - Firefox displays the correct time as does the app. Others have said it happens on both app and browser. YMMV.

 

I don't keep tabs on the firmware my cameras are running with and as the cameras automatically update themselves to new firmware when its available there is no control from the user, so not sure if there has been a recent update which has caused this or as you say probably a server error. I just presumed the actual Arlo Q camera created the video and uploaded it, rather than the server creating it, I just presumed the server stored the videos once they had been uploaded.

The last Q firmware update was January 5, IIRC, so the chance of the firmware causing the issue is small although possibly related to whatever is going on in the servers.

Message 31 of 268
Tutor

Re: Arlo q shows wrong clip length

It stopped doing this on one of my cameras this weekend, but noticed today it is still occurring on the other.
Model: VMC3040 | Arlo-Q HD with Audio
Message 32 of 268
Community Manager

Re: Arlo q shows wrong clip length

I've escalated this topic to engineering for further investigation. I will provide an update when I have more information.

 

JamesC

Message 33 of 268

Re: Arlo q shows wrong clip length

Yup - I’m afraid the issue has returned this afternoon (UK.)
Also note that video progress marker doesn’t move - presumably because it believes scale is hours not secs.
Model: VMC3040 | Arlo-Q HD with Audio
Message 34 of 268
Guru

Re: Arlo q shows wrong clip length

When I see the issue, the video doesn't automatically start. I have to drag the dot to get it moving. I then see the elapsed and remaining time counts chage appropriately until the actual end of the video.

Message 35 of 268
Guide

Re: Arlo q shows wrong clip length

HA it was broke! Check out the comments on the cvr, we've been talking about the issues for months now. The purchased cvr glitches out so bad it's useless, you have to buy timers for your plug ins and reset the physical arlo Q every 4 hours. And even that isn't perfect.

Before the timers you couldn't even watch the recording, no sound, total freeze frame, glitchy, blurry, etc....

Now with my timers it helped alot, but when i needed to actually use my cvr to review valentines day, i found 2 of my cameras decided to stop recording from 2/13-2/19... then just come back on (useless now i can't review what i needed to)

So they were trying to fix what was broke, and made it worse instead. Now you guys without the purchased cvr are feeling our pain.

Here is the thread, and honestly that's a pretty awful sneaky business move to keep their number out of sight.... pretty shady.

My advice, please make a work order so their is a formal trail for the techs to follow, to show them how wide spread this problem is. Return them if you can.... or wait for a fix.


Here is the other thread

https://community.netgear.com/t5/Arlo-Q/ARLO-Q-CVR-problems-no-sounds-and-or-video-lag/m-p/1514947#M...
Message 36 of 268
Star

Re: Arlo q shows wrong clip length

I know things like this happen at times but for a company as big as netgear its going on for too long.

You would assume with all their so called tech experts and money, that they would have found the problem and fixed it by now.

They need to resolve this within the next couple of days.
Message 37 of 268
Aspirant

Re: Arlo q shows wrong clip length

Same issue as discussed in this thread. I have 2 Q cameras. One started displaying 1:50:25 lengths on 20 sec clips - problem started around 24/Feb/3:23PM (PST). The other started displaying 4:32:44 on 20 sec clips starting on or around 25/Feb/2018 at 11:25 PM (PST).

Depending on the device playing back the clips, it continues "playing" the clip with no change in the image after the actual 20 sec recoding until it ends (say 4 hours later) (iPhone 7 app) or it stops after the 20 sec but stil displays the length as 4hr+ (PC running Chrome).

 

Firmware: 1.8.3.2_17494

Hardware: WMC3040r6

 

Could this bug be related to the "Home Kit" update?

 

Thank you in advance for looking into this and providing a solution.

 

Model: VMC3040 | Arlo-Q HD with Audio
Message 38 of 268
Guide

Re: Arlo q shows wrong clip length

The issue seems to be resolved on the web site. It's showing the correct recording length for my Arlo Qs.

Model: VMC3040 | Arlo-Q HD with Audio
Message 39 of 268
Guru

Re: Arlo q shows wrong clip length

Mine cleared up around 2:00 PM EST yesterday.

Message 40 of 268
Star

Re: Arlo q shows wrong clip length

Jguerdat, are you from the uk or us?

Also did you reset your camera or do anything to your settings before it started working for you?

Just curious because im from the uk and nothings changed for me. Its still glitching.
Message 41 of 268
Apprentice

Re: Arlo q shows wrong clip length

Hi Dan,

I'm in the UK and mine seems to be working fine again now. Hopefully it will stay that way but it is certainly ok at the moment.

I didn't do anything, it just was back working again today (not sure what time).

Nothing has changed with the FW either, its still the same.

Hopefully yours will be sorted soon and stay that way too.

Hope that helps.
Message 42 of 268
Star

Re: Arlo q shows wrong clip length

Thanks for letting me know. Just checked mine and they're still getting errors in the clips. I have a arlo q and arlo q plus and both are having the same time display issue.

These are good cameras, the only issue's i have with them are zooming in which gets too pixelated and also sometimes the clips will end even though motion hasnt stopped in front of the cam.

Might purchase a 4k nest cam in the future as a backup for situations like this and for the zooming in issue.

Message 43 of 268
Guru

Re: Arlo q shows wrong clip length

I'm in the US and the long recording time displays have disappeared as of yesterday.

 

As for a 4k camera, just be aware that if your issues are in any way related to the network someplace, they may well get worse given the additional bandwidth required.

Message 44 of 268
Star

Re: Arlo q shows wrong clip length

You may be right, but they are different companies, so even if I did get issues with the nest cam. It would be unlikely to happen the same time as a Arlo cam having issues.

It's more of a backup in case the Arlo has issues and vice-versa, but I'll wait a while until the prices drop a little.
Message 45 of 268
Tutor

Re: Arlo q shows wrong clip length

The video clip length is fixed....but there is no sound.....same thing happened when they tried to fix it the other day....so not completely fixed yet for me.
Message 46 of 268
Tutor

Re: Arlo q shows wrong clip length

Restarted my cam and the clips have sound again! Hopefully it stays fixed. Yeah!
Message 47 of 268
Aspirant

Re: Arlo q shows wrong clip length

The video clip length is fixed....but there is no sound...

 

@tutor said this issue was fixed when he restarted the cameras. Will try that tonight.

 

(I'm in California, USA).

Model: VMC3040 | Arlo-Q HD with Audio
Message 48 of 268
Guide

Re: Arlo q shows wrong clip length

Well the fix didn't last long. Online view of a 20 second recording is showing as 40+ minutes.

Model: VMC3040 | Arlo-Q HD with Audio
Message 49 of 268
Highlighted
Apprentice

Re: Arlo q shows wrong clip length

Thank God I'm not the only one that is now having this problem.

ALL my 2 minute recorded security clips show a lenght of 19:20.

I spent ages trying to fix it before looking here to see if anyone else had the problem.

Hopefully Netgear can fix this ASAP as it makes it impossible to scrub through a clip to look at the footage.

Message 50 of 268