ARLO ULTRA 2 SYSTEM / APP CLOSES WHEN TRYING TO ACCESS A VIDEO IN MY LIBRARY ON SD CARD

[kingpingreg]

I have the Arlo Ultra 2 kit which include the base station with 3 cameras. I use a micro SD card for storing videos captured. I'm not about to pay the ridiculous prices for one of the plans they offer. It has always worked for me how I've been using it since I purchased it at a local Best Buy .......Until this past week!!!!!! Now its pretty much worthless if I cant access videos. 

Their support ????? WHAT SUPPORT???? NO PHONE NUMBER AVAILABLE TO TALK TO A REAL PERSON!!!!

WTF ARLO!!!!!! I CANT EVEN ACCESS A CHAT BOX !!!!!!!

I log in to get into my account, then when I try to start a CHAT BOX, I'm asked to sign in AGAIN,

ONLY TO BE TOLD I DONT HAVE THE RIGHT E-MAIL AND / OR PASSWORD !!!!!!!!

THE SAME ONE I HAD JUST USED TO LOG IN ,TO BEGIN WITH!!!!! 

I've started having the same issue as described. App closes as soon as I click on any specific video to view it.

I've uninstalled, then reinstalled the App. Before that, I rebooted the base by unplugging the power supply for at least a minute, then plugging back in.

If there is a BUG with the App, THEN FIX IT!!!!!!!

A person would trust a product, and what the manufacturer claims it will do, after dropping $800 plus on a product.

Our one and only  Amazon RING doorbell is sure making your system look like a pretty bad investment on my part.

RANT OVER...... STILL PISSED HERE IN NW MISSOURI!!!!!!!!

[alex_loo]

are you on "library" or "feed" version of the (supposingly Android) app?  What version number is that?

The latest version 5.4.2_28786 seems to have fixed the issue with accessing local recording.  Check out this message.

Alex

[kingpingreg]

I am trying to access recorded events, from my Arlos base unit SD card, So I am in the " library " part of the app. I select one video, and Arlo app closes immediately.

The version I finally found on this App is showing 5.4.0_28783, showing it was released 01/07/25. 

(And it was well hidden in the many selections of the App, I might add) 

Also, why is there no "UPDATE" selection ANYWHERE to choose from??????

Please keep in mind, an owner of one of these systems. should not have to be a full-fledged IT person or have a computer science degree!!!!!!!  JESUS, JUST KEEP IT SIMPLE!!!!!!  Is that so much to ask Arlo?????

[alex_loo]

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@kingpingreg wrote:

I am trying to access recorded events, from my Arlos base unit SD card, So I am in the " library " part of the app. I select one video, and Arlo app closes immediately.

The version I finally found on this App is showing 5.4.0_28783, showing it was released 01/07/25. 

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Looks like you need to wait until 5.4.2_28786 is made available to you.  (I have seen another user getting happy after having 5.4.2). ARLO seems to have some special deployment schedule to avoid updates flooded to ALL users in a single shot.

Will uninstalling and then re-installing the app push you to the use of 5.4.2?  I dunno, but guess it's worth a try.  Nothing more to loose hehe.

Alex

[JP-FR]

Same here with ultra 2 & app 5.4.2_28786

Android 13 & ONE UI 5.1

No crash but no access to video on SD CARD but access ok with SD CARD on LAPTOP (sorry i'm French)

[kingpingreg · Accepted solution]

The new version of 5.4.2_28786 software update has finally fixed the problem of app crashing (closing) when attempting to view any video I pick from the library off of the SD card. Thank you Arlo. 

I'm still curious how this problem all came about.  I don't understand, if it was working just fine , why try and fix it?

And if an update is required, wouldn't it be checked very thoroughly before being released?

Thank you once again, and let's keep our fingers crossed for future operation and updates. 

I would like to note, the updated version just appeared on its own, I did not have to ask it to install. I just kept checking daily on 

"SETTINGS", then on "ABOUT" to see the installed version number.