App crash after trying to view locally stored recordings

[Wall-Enberg]

Hi,

I'm unable to view locally stored videorecordings. App crashes everytime.

Tried reinstalling app, formatting microSD card.

All other things work except locally stored videorecordings.

They worked to watch, after press download in app for appr 3 weeks. 

[ShayneS]

This symptom has been identified and a fix for this is coming soon. The update is in a slow roll out phase at the moment and looks to be completed soon. 

Thank you for your patience

[brtowle]

All of a sudden when i try to view the video through the arlo app that is on my sd card it closes the app. I can view live video. Is there an app issue arlo is working on or is something else occurring?

[jguerdat]

If you reboot the phone and maybe reinstall the app does it work properly?

[danandy]

Since the recent Arlo Update January 2025, I cannot access my USB Recordings.  When I click on Library, My Base, click on download, it loops back to the Arlo App icon.  Anyone else having this issue?  

[DLondeen]

I am having the same issue. I was able to view the recordings yesterday. (14-Jan) No resolution yet.

[Jwho]

Yes same thing here it's been going on for 2 days. I've emptied my SD card I've reformatted it I've restarted my cameras I restarted my modem. I tried to talk to them by chat and they said I'm not entitled to talk to a real person because I don't have a subscription. I found it is working on my iPad but not on my Android phone.

[Jwho]

Fyi

• It is doing the same thing on my Windows computer and on my Android phone however on my iPad it is working as it usually does

[Jwho]

I also uninstalled and reinstalled the app from Google Play

[Jwho]

Same exact problem on my Android phone and on my Windows computer. I've uninstalled and reinstalled the app on my phone did not help. But it works on my iPad. I can see the recorded videos and I am able to play them. But if I do it on my Android for my Windows computer it crashes. The Windows computer is arlo website the Android is an app

[DLondeen]

I am using the Android app and have performed similar troubleshooting with no resolution. Hopefully, enough users respond with the same issue to get some momentum from the company.

Arlo Ultra 2 Wireless Security Camera Pro Base Station Single-LED VMB4500 

[Wall-Enberg]

I can add that I also use an Android phone. OS version 14, One UI version 6.1.

Have not tried a iPhone or iPad yet.

@BrookeN can you help us?

[Mishka]

Yes I am also having the same problem of not being able to view locally stored video from the library. The app was updated on the 10 Jan 25, so maybe just a coincidence 🤔 🤣. 

[Arlo_Ultra2]

Having the same issue. App was auto updated on 1-15-25 @ 2:18a and can no longer view locally stored videos. Even the viewed thumbnail pics have all disappeared. App crashes and closes when trying to view a video and got an error saying there is a bug in the app, wait until the developer fixes the problem, and re-install. I have Arlo Ultra 2 Cams and Base Station.

[DLondeen]

Here is a list of troubleshooting I have performed:

Phone: Pixel 6 running Android 15

1. Reboot phone

2. Clear cache

3. Reinstall app

4. Reboot hub

5. Format SD card in hub, Currently .44 used of 14.94 GB

[Mishka]

Yep sure am just noticed it today when I had an alert and could not access the stored video or any previous stored videos. I have the latest version, the one that was released on 10 Jan 25 as well. I have tried the same things as you but still no effect. Hopefully someone might have an answer.

[hotuonghung]

I had the same issue. 

[jguerdat]

I just checked with the latest Android app (5.4.0) on both my Pixel 9 running Android 15 as well as my Chromebook which uses an Android 13 layer. In both cases, there was no crash or other problem viewing local recordings.

Do any of you also have a subscription (I do)? Just wondering if having a sub mitigates the issues.

[jguerdat]

What app and OS versions? It's working fine here on Android 13 and 15 with Android app 5.4.0.

[jguerdat]

You can't view local recordings from a computer - it requires use of the app.

I've tested this today on my Pixel 9 running Android 15 and app 5.4.0 as well as on my Chromebook which uses an Android 13 layer for apps, also using app 5.4.0, with no problems. However, I also have a subscription which may somehow make a difference. Anyone else here have a sub?

[Wall-Enberg]

My subscription ended around 11th december that I have wrote in another discussion. I was advised to buy an MicroSD card by Arlo support to remain function. All of the old cameras works fine without this.

The new ones, Arlo Ultra 2 only works with local videorecordings.

I bought the MicroSD card three weeks ago and the ultra 2 camera recordings (and the others) worked until someday ago. 

Now when I press a local videorecording the app crashes.

After trying a few times there is a popup saying the app needs to be fixed/updated by Arlo to work.

I have tested all that the others have wrote thay they have done here without success also.

[Wall-Enberg]

It cant be a coincidence that several users get exactly the same problem around the same time.

I tried installation on my iPad and it works on that.

But not on any android device.

[ShayneS]

Thanks for the feedback. Which version of the Arlo app are you using?

[Wall-Enberg]

Hi,

Arlo app version:

3.4.0_28783 released 7th of january 2025.

[ShayneS]

Can you update to the latest version 5.4.0 and test again.

[Wall-Enberg]

Sorry I was in a hurry when I replied before, I have app version 5.4.0_28783.