Unable to download videos through web browser.

[tim071]

When trying to download my videos through the web interface I get the following error pop up,

"We're sorry, something went wrong. Please try again."

Followed instantly by,

"The request timed out."

Running on Windows 10 using Opera.

Same issue occurs in Edge and Chrome.

[StephenB]

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@tim071 wrote:

When trying to download my videos through the web interface I get the following error pop up,

"We're sorry, something went wrong. Please try again."

Followed instantly by,

"The request timed out."

Running on Windows 10 using Opera.

Same issue occurs in Edge and Chrome.

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Do you have internet security software running on the PC?

Have you tried rebooting?

[ajfriend]

I am having the same issue as well

[jguerdat]

Did you do what @StephenB asked just above your post? Doing what's already suggested is required to speed the resolution.

[SamHobbs]

I got the same problem this morning, except I only get the message that  the request timed out. I have restarted my system at least once. I use Microsoft Edge for most everything. The problem exists in Chrome too but I can download using Firefox.

[SamHobbs]

Since multiple customers are reporting the issue it should be escalated. In my case I use Norton for security and nothing has changed. I have been able to download for many months with Norton as my antivirus software. Requiring someone to answer a vague question about internet security software should not be necessary, I assume  many customers would not understand.

[MAL_57]

appears to be an issue with Feeds too on the Arlo Secure App.

Message reads "(!) There was an issue loading feed events . Try again"

whether this is related I am not certain.

[StephenB]

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@SamHobbs wrote:

Since multiple customers are reporting the issue it should be escalated. In my case I use Norton for security and nothing has changed. I have been able to download for many months with Norton as my antivirus software. Requiring someone to answer a vague question about internet security software should not be necessary, I assume  many customers would not understand.

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I don't work for Arlo, and have no idea how your PC is set up. I can download videos from the Arlo library with no problems from my own browser.

Norton of course is always updating their product, and it (or some other software on the PC) could be interfering with your download.  Of course it could be something else, it was just something to check.  

[ajfriend]

I have had our IT Department look into this issue and there is nothing wrong on our side. The IT department could download videos from their personal cameras they have at their homes on the same subnet that I am working on. Does anyone have a recommendation on getting this looked at by Arlo. Their customer service is a very slow moving process and time consuming.

[StephenB]

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@ajfriend wrote:

I have had our IT Department look into this issue and there is nothing wrong on our side. The IT department could download videos from their personal cameras they have at their homes on the same subnet that I am working on. Does anyone have a recommendation on getting this looked at by Arlo. Their customer service is a very slow moving process and time consuming.

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You can reach Arlo support using the app (not the browser).  If the camera is shared with your account, then ask the primary account owner to contact them for you.  Go into the support area, select a camera in the subscription plan, and then scroll down to the contact area.  Phone support should be shown there.  It requires a subscription (which is why I suggested it be done by the primary account owner), and is available between 6 am and 6 pm US pacific time.

If you haven't tried logging in from a browser using incognito mode, then I suggest that you try that.

[ajfriend]

I was able to get Firefox downloaded and this solved my issue.

[jguerdat]

Using the new UI that uses Feed to view videos, I find that I can't download using Chrome if I try using the 3 dot menu next to any video. If I view the video, I can successfully download the video by using the gear icon. Is this true for everyone?

[StephenB]

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@ajfriend wrote:

I was able to get Firefox downloaded and this solved my issue.

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Interesting.

1. What browser is failing?
2. Does it have any browser extensions installed?

[ajfriend]

I could not download videos from the feed menu or watching them in the library and using the gear icon on either Chrome or Edge. FireFox let me download fine right away. Not sure about extensions, I am not that savvy.

[jguerdat]

Try using an incognito window which disables all extensions to see if that works.

[StephenB]

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@jguerdat wrote:

Try using an incognito window which disables all extensions to see if that works.

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Actually incognito mode in Chrome doesn't necessarily disable extensions.  You can set the browser to use them.

• https://www.howtogeek.com/702123/how-to-enable-an-extension-in-chromes-incognito-mode/

But back on topic, I did suggest incognito mode for the browsers that fail earlier in the thread.  If that works, then I'd clear the browser cache, and also take a look at any installed extensions.

[SamHobbs]

If anyone made any changes to the Arlo production environment on July 22 then the changes should be backed out. That should be something that can be done by a specialist such as Quality Assurance; developers should not have direct access to the production environment.

It might help to know that when I try to downlaod a video, in my browser's debugging console I get the following message:

Access to XMLHttpRequest at 'https://arlos3-prod-z2.s3.amazonaws.com/ .... from origin 'https://my.arlo.com' has been blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource.

Except the URL is very long; I used .... to indicate that I truncated it.

After that message is an error message saying:

ERROR We're sorry, Arlo is currently unavailable. Please try again later.

Except that message does not appear in the Edge browser.

[StephenB]

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@SamHobbs wrote:

It might help to know that when I try to downlaod a video, in my browser's debugging console I get the following message:

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FWIW, I am not seeing this in the developers tool console (in Edge 115.0.1901.188)

[PunkBuster]

This is also happening to me.

Pro 5 2K cameras and using Chrome. I double-checked the pop-up settings but that had nothing to do with it.

[SamHobbs]

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@StephenB wrote:

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@SamHobbs wrote:

It might help to know that when I try to downlaod a video, in my browser's debugging console I get the following message:

---

FWIW, I am not seeing this in the developers tool console (in Edge 115.0.1901.188)

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Thank  you.  That helps. You previously said that you do not have a problem downloading, correct? Since you do not see that message, it is likely that the error message is related to the problem.

[StephenB]

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@SamHobbs wrote:

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@StephenB wrote:

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@SamHobbs wrote:

It might help to know that when I try to downlaod a video, in my browser's debugging console I get the following message:

---

FWIW, I am not seeing this in the developers tool console (in Edge 115.0.1901.188)

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Thank  you.  That helps. You previously said that you do not have a problem downloading, correct? Since you do not see that message, it is likely that the error message is related to the problem.

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Correct.  No problems downloading on either Chrome or Edge, and I am not seeing the error message you are seeing.

[SamHobbs]

I unintentionally downloaded a video, using Edge. The two I had problems with continue to have the problem. Therefore the problem was temporary except the videos are permanently unable to be downloaded by some browsers.

[JamesC]

The development team is currently reviewing reports of this issue and working on a solution. I will provide an update once we have more information available to share.

JamesC