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

[pmljr8518]

Worked with online chat in regards to this. Sounds like they are now aware of the propblem and have people working on it. I did download and try Mozilla however same issue. 

Weird thing is, I can view stuff on my phone (iphone) but would rather use my laptop.

[eltelboy]

Yes works on your iphone but not on a PC....still getting same error today, really bad service as this should be a priority for Arlo support staff.

[Blaire13]

Has anyone had any resolution to this at all?

We were on the phone with support for 2 hours yesterday. The confirmation email was completely off on my expressed concerns and questions. My issue is our... 30 days are almost up, the CVR recordings will no longer be on the "cloud". My question is if this exists on the "cloud" there should be a login to each specific cloud location and a download availability/access to those recordings for up to 30 days. That was the impression I got when I purchased the cameras. We had to record caregivers stealing from my father-in-law while he was ill. They also were not treating him properly resulting in his passing and we have all that on camera. Now we cannot access any of those days or times. I have tried downloading new Flash players, 3rd party screen captures (all the same attempts listed above) ect. 

One of the interesting findings is, if I put the timeline in full screen mode it will play live feed and it will scroll back to the time I am wanting and start the past recording; however it then gives me the access denied or unable to load error. 

The only solution I can find at this point in my research (and I am not with the cameras presently) is inserting an SD card. Question.... does the SD card have to be in at the time of recording or can it be inserted after the past recording and still record. 

Any additional information from ARLO would be much appreciated instead of simply acting like this issue is not happening. At least extend the 30 days or act like you are attempting to work with us on a resolution. 

[eltelboy]

I said it works on my iphone, I did not suggest everyone else to do it !!!

[Tees]

@Blaire13 - I have more than one case open with support, one for not being able to view on any browzer and other one for only being able to view 5 seconds at a time through the app (huge amount of uninstallying and reinstalling the app, screen captureing 5 seconds, going back 1 second, waiting for spinners and a black screen refresh, only to be able to view another 5 seconds).

Support has not followed up with me on either of theses issues - no surprise as if you look at other older posts this is not a NEW problem and they do not follow-up or communicate with updates or further troubleshooting.  Having worked in IT, specifically software, this is ablsoulte ABHORENT BEHAVIOR!

I too have an incident which I need the visual & audio proof of a abuse of a loved one - the proof is in the cloud yet can only view and screen record 5 seconds at a time via the Arlo app on iphone or ipad. I have been paying for cloud service for a long time and now that I need the video, the arlo "support" is no help! I have and will continue to spend my own time - probably upwards of 40 hours to record, rewind, reboot etc to screen capture the footage before it "disappears" in 14 days from the June 12th.
I FIRMLY BELIEVE THAT ARLO COUNTS ON THAT SMALL WINDOW OF TIME UNTIL THE VIDEO IS UNAVAILABLE TO NOT FIX ANYTHING! Too bad for me and anyone relying on a product they have paid for monthly for a long time, invested in cameras that are not cheap only to find the support behind it is practically NONEXISTENT!

My advice is to do what I'm doing, do a screen capture using the app and then manually edit out the spinners and black screen and parse together the video you need.  It is the only solution as NOTHING else is being communicated from Arlo!

[michele61]

I am having the same issue.  Does anyone know when we will get our recordings to work?

[Bereket]

Any update on this issue? We have been unable to view clips for more than a week now.

[Tees]

All - although it will take a HUGE amount of YOUR time, we all need to call Arlo "support" and get more tickets logged for this CVR view issue.   The "support" number is 1-408-638-3750 . This is not a new issue and it is evident that this forum does not feed or filter to support unless someone from Arlo forwards it on.  I think the only way for any fix to happen is to keep logging tickets as we all know "the squeaky wheel gets the oil" or in IT this should put a fix higher in the resolution queue.

So you all know this is not a new issue, I just did a quick look below this current thread and these other posts dating back to 2018 and January and February of 2019.
1.  CVR Unable to Load Stream or clip file - SusanSmith Aspirant - ‎2018-07-26 11:19 AM
2.  CVR Unable to Load Stream or clip file HLSError - rcs61 Follower - ‎2019-02-15 01:07 PM
3.  This one was even a followup with no resolution as of January, CVR Unable to Load Stream or clip file - BRHANSON Tutor - ‎2019-01-30 01:46 AM
I posted months ago and waited hoping an update would occur but to no avail. The CVR function constantly gives me the "Unable to load stream or clip file....."
I have used Firefox, Chrome, Edge, Avast browsers and get the error on all of them.
I have deleted the CVR option and added to other camera, no change.
I have deleted and added back all cameras, still no change.
Doesnt happen on phone, happens on every browser.
I need to get this resolved as I am paying for a feature I cannot use.
Any ideas?

[eltelboy]

Bizarrely one of my forum comments from this conversation became entangled in a German forum Arlo conversation, suffice to say there was a reply from a German Arlo moderator.....hooray !!

Hallo @h63d

danke für deinen Beitrag!

Dies wurde bereits weitergeleitet und es wird an einer Lösung des Problems gearbeitet. 

Bald soll alles wieder richtig funktionieren. 

Viele Grüße

Anna Arlo Community Team

This translates roughly into the problem is currently being worked on and everything will work again soon. I wouldn't hold your breath though.

[Jackson00]

I am having the same exact issue.  I have called Arlo and they opened a case # for me although they have been no help.  I have been able to view CVR from my desktop in the past but no longer.  I keep getting the same error message as you.  Arlo support keeps asking me what browser I am using, what type of computer, hardwired internet or wifi, etc...

I keep telling them it has worked in the past and it is not an issue on my end.  It is an issue on their end!!  They obviously do not have a fix for this yet.  They keep telling me to wait 24-48 hours and they will get back to me once they have time to discuss.

[MashedPotato]

For the current outage, when did your CVR stop working on computer?  

[markbrooklyn]

Mine hasn't worked in over a week. I hope they're going to give everyone a refund. This is ridiculous.

[pmljr8518]

Mine has been about a week to ten days.  I am a mac user.

[ChrisWhigham]

Hello, 

I am unable to view any CVR recordings on either the Web Service or through the Android App. I click on the day and it takes about 5 mins to load, when it does I can see the images captured on the camera's timeline but I cannot view anything, it's just stuck on the loading dots. 

If I try and drag to a point in the day, the timeline just jumps back to 0:00:00am and this message (see image "error message") and continues to try and load. 

On the app it just flat out does nothing. I have restarted the hub, cameras, refreshed web service, checked firmware, everything. 

Really frustrating as I need to view a possible break in to next door's car (plus the fact I am paying for this!).

[eltelboy]

My CVR now seems to be working using my laptop although there do seem to be a few glitches....anyone else OK ?

[sunshinemichs]

This is completely ridiculous.  I called on June 18th and the person I spoke with seemed to have no idea what I was talking about. She created a case and had me email a screen shot to Arlo support which I did that day. I was told I would hear from somebody in 24-48 hours.  I sent a 2nd email on June 20th and still no response as of June 22nd.  I pay for (3) cameras to have CVR, plus the premium membership to have more than (5) cameras.  I'm very angry at this point.  Fix it and give a refund for the time it doesn't work properly!!!

[markbrooklyn]

My CVR seems to be working now.  The playback is a bit laggy, but I guess it's better than nothing at this point..  Thanks Arlo Support.

[markbrooklyn]

Mines working now too.  The playback is pretty laggy though.

[JessicaP · Accepted solution]

The development team identified and resolved an issue on the Arlo cloud that was causing this issue. Please let us know if you continuing experiencing this error message. We appreciate everyone's patience regarding this.