Cannot view videos on iOS phone and browser

[hnsw]

I noticed since 6 days ago ... I am unable to view all recorded videos via my phone app or my browser.

The browser looks like this when I am viewing the Library.

I noticed from my troubleshooting in the HTML code that there was reference to the following web address to access the videos which the URL is no longer valid.

HTTPSConnectionPool(host='arlos3-prod-z3.s3.ap-southeast-2.amazonaws.com', port=443): Max retries exceeded with url: /xxxxxxxx/R5BPEXN-114-14414437/xxxxxxx/recordings/15xxxx7756xxxxx.mp4?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20181020T225643Z&X-Amz-SignedHeaders=host&X-Amz-Expires=86400&X-Amz-Credential=xxxxxxxxxx%2F20181020%2Fap-southeast-2%2Fs3%2Faws4_request&X-Amz-Signature=xxxxxxxxx (Caused by NewConnectionError('<urllib3.connection.VerifiedHTTPSConnection object at 0xc8e740>: Failed to establish a new connection: [Errno -2] Name does not resolve'))

(Note: xxxxxx are sanitised information)

My concern is that the AWS Route 53 address is no longer valid and thus I am unable to view the videos. Can the Arlo team look into this and let me know how this can be resolved?

[JessicaP]

Hey @hnsw,

What firmware are you running on your Base Station and cameras? Make sure you are running the latest firmware. And what iPhone are you using?

[hnsw · Accepted solution]

Hi, I figured out the problem. The upstream DNS servers were blocking access to AWS because of some malware attacks. The issue has been resolved working with the ISP.