Getting CVR recording error saying "Unable to load stream or clip file"

[markbrooklyn]

So for some reason when I'm trying to look back at the CVR video it won't let me.  There is an error that keeps popping up where the video is supposed to show.  I'm paying for this service, and can't even use it.  Anyone else having th is problem?  Hopefully it's only temporary.  It was working fine for a long time.  See screen shot.  Thanks

[JessicaP]

Hey markbrooklyn,

Are you trying to view the CVR video through the web client? Try using the Arlo app on iOS or Android device and see if that works.

[markbrooklyn]

Hi Jessica,

Yes it happens when i use the web browser.  It does work on my phone app, but I need it to work on my Web Browser because I use a screen capture program to record the video with the time stamp.  Do you have any suggestions on how I can get the CVR recording to work properly via web browser?  Please advise.  Thanks

[Tees]

I have the same problem and ARLO support is no help - I'm looking at another system unless they can fix this pronto!  Why pay for something that doens't work!!?

[markbrooklyn]

Yeah it's weird.  Mine was working fine with no issues.  I bought a new camera because I thought it was the previous camera.  Now it's happening to this camera, and another camera i have.  It's def on their end.  I see they're trying to tell people it might be due to some of their "Network settings".  This isn't true at all.

[Tees]

Yes - I have now tried on multiple browsers and have even gone to a different network in another location and tried on a Mac - the others were windows.  I don't get the 201 error but I get the "please wait" and nothing comes up.

So it is not my network, not my connection speed, not my browser, not my computer it is Netgear & Arlo!

The fact that only an app works is not functionality that I will pay for!   I need to be able to view and screen capture as well as they have absoutely no ability to do this within.  It has now been happening for days and support wanted everything from the make and model of my modem & router to complete a ticket!

[markbrooklyn]

Yeah it's definitely on their end. I wish they would let people know.

[markbrooklyn]

Any update on this issue? I cleared my cache, disabled my firewall, deactivated the cvr from the cameras and reactivated, and even unsubscribed and resubscribed. Nothing is working. It was working fine about 2 or 3 days ago, and i didn't change any of my settings or download anything that would cause this.

[Tees]

I have now gone to an iPad and trying to access through the app. I can see the timeline for the specific day June 12, 2019 BUT so far in 1.5 I have only been able to review less than 15 minutes of footage as I am continually getting spinners or it freezes completely! The only way to fix the freeze (I’ve waited 10 minutes for it to unfreeze) is to close the app and start over. Further, the playback has numerous “jumps”.
Arlo: please tell me how to view this footage of 1 hour without it taking me 12 hours of my time????

[Tees]

Even further tried to use iPad screen capture to record video and each time I enable it freezes and timeline won’t come up!

[JessicaP]

Our development team is investigating the problem where some users may be getting error saying "unable to load stream or clip file" when trying to play a specific date in the CVR timeline. Once we hear more information or update from our team, we will be sure to update the community. We appreciate your patience and understanding.

In the meantime, use the Arlo app to view the CVR timeline. 

Hey Tees,

If you're having troubles viewing the CVR recording on your timeline, try to reinstall the app and restart your iPad to see if that helps.

[markbrooklyn]

Thanks so much Jessica.  Really appreciate it.  I actually double checked to make sure it wasn’t me.  I tried logging on from my work computer and experienced the same issue with the web browser, and i had my sister try it on her home computer where she lives and she got the same error.  Thanks again.

[Sonin]

I am having same issue.  It has been this way since I started the service a few weeks ago.  I thought it was something I was doing wrong in the setup.

[Kwasman]

It won't let me look back on my timeline on my CVR plan. Says error..

[Tees]

I uninstalled the app from my iPad and reinstalled.  Unfortunately it has taken me 50 minutes to review 2 minutes of footage.  The video will play for 1-2 seconds and then stop. I then move the timeline back 1 second, wait for the spinners to stop and a screen refresh (it goes black and then the video will reappear).  So in the end it still isn’t working even on an iPad.

[eltelboy]

Same problem for the last 5 days, can no longer use the CVR timeline to review previous video footage using Chrome browser. Getting the dreared 'cannot load m3u8 crossdomain access denied'. Not a lot of point in 24 hour footage if you cannot look back at any of it ,  I need this facility to work on my laptop . Noticed this is a recurring problem with the Arlo camera's , about time it was fixed.

[MashedPotato]

I've got the same error. Can't stream arlo security footage to my computer.

Arlo should be emailing all affected customers (which sounds like it's everyone, or at least a lot of us), to warn them that their paid security service is not fully operational, again. They know about the issue, but they haven't sent out any communications to warn customers of the inconvenience and lapse in security.  I had to find this page myself.  Getting tired of the Arlo service being unreliable. Will Arlo will be refunding all customers for this outage, since we paid for the full service during this time?   How many more days will the outage continue?  Telling us to squint at iphones is not what we signed up for. 

[Tees]

I finally called the Arlo "support" line yesterday and was told oh yes there is a fix for that and he sent me an email which has this basic info"

Inquiry: cx is unable to view the timeline on his computer. Error 201
Troubleshooting/Summary details:
- told cx that I will send her a link regarding that concern
- cx understands
- told cx to click on this link:
https://kb.arlo.com/5301/What-does-Error-201-mean

So I did  as the support personal told me - opened the Port 80 to arloq, rebooted and guess what?!  It doesn't change a thing!  Surprise!  Not only does the CVR functionality not work on a computer but the app itself (iPad) only will play for about 5 seconds then stops. I still have to move it back at least 1 second and then it will play for another maybe 5 seconds.  This was on footage just after the reboot and "fix" they had me do.  I will be calling them back.  For those that are interested the support number is 1-408-638-3750.  It might be helpful for everyone impacted to get a case number started!

[Tees]

I thought I would respond directly to your suggestion of deleting the app and reinstalling - I have done that now multiple times over several days and it doesn't solve the problem - still cannot watch more than 5 seconds (that the record so far) CVR footage through the app on an iPad!

[eltelboy]

Mashed Potato - totally agree, we are paying for a service we are not receiving. There must be something consumers can do as its not fair parctice to charge people for an inadequate product.

[Tees]

The completely useless support folks that I just talked to after being put on hold for 15 minutes said

1.  Disconnect from the base stations - are you kidding - there is no base station needed for an ArloQ wired camera!  put on hold again...

2.  Next we need to do some troubleshooting... remove CVR from camera and then add it back in again...

My response how does the camera functioning have anything to do with the ability to view the footage that is already in the cloud?  The footage is there and can be viewed if you have about a week to view about 1 hour!  

3.  I asked to talk to a supervisor and was put on hold and then was told to call back in a hour!

So, if you are using this camera to use the footage because an incident has occurred you will be SOL!  I need the video as it has proof of the incident though I can't say to an investigator - here's my login, set aside about a week and watch this ipad (which I'll probably have to provide!)

[eltelboy]

Tees - I have tried all the technical nonsense and the CVR streaming using my laptop was working pefectly until last week. I can stream OK through my iphone and that is also connected to the internet and not using mobile data. It has to be an issue with the set up at the Arlo server end.

[pmljr8518]

Has this been resolved for anyone? I am going on a week now without being able to review "saved" CVR recordings.

[pmljr8518]

I have tried both safari and chrome and same issues. 

[eltelboy]

pmljr8518 - Not resolved, it's strange that when you try to look at previous footage the timer automatically positions itself to when the camera was last switched off and then just hangs with the M3U8 access denied error. Really annoying.