Arlo
Support

Wall-Enberg · ‎2025-01-14

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 · 2025-01-21

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

DLondeen · ‎2025-01-16

I am also using Android app version 5.4.0_28783 without a subscription.

ShayneS · ‎2025-01-16

Thank you, I already notified the team and I am waiting for more information to can provide.

Evodev · ‎2025-01-16

I am having the same behavior on my Pixel 9 Pro XL Android 15. I tried to play local SD Card videos recorded to my Arlo Ultra and it crashes the 5.4.0_28783 Arlo app.

I have tried to reboot my phone and clear the app cache. Neither worked.

I tried rebooting and clearing cache, but neither worked.

alex_loo · ‎2025-01-16

@jguerdat wrote:
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.

The context is "local recording", so it is likely WITHOUT subscription.

Curious can you record and view local recordings, under a subscription? When I first started my ARLOs and being forced to use the trial subscription, I thought I was still able to use my smarthub for local recording and viewing of footages --- until there was actually nothing there after subscription ends. So I have wasted my time while NOT having the chance to try out local recording. That was a shame.

Alex

alex_loo · ‎2025-01-16

are you guys using the "Library" or "Feed" version of the android app?

(@danandy seems to be using "library" version --- correct me if I am wrong)

Alex

StephenB · ‎2025-01-16

@alex_loo wrote:

Curious can you record and view local recordings, under a subscription?

Yes.

Mishka · ‎2025-01-16

I am using Version 5.4.0_28783 (Android, Samsung S23) Release date 01/07/25.

It has the "Library" function, no subscription.

DLondeen · ‎2025-01-16

Mishka, are you also having issues playing recordings from your "Library"? This is the issue we are talking about.

Mishka · ‎2025-01-16

INTERESTING NOTE: I think that someone else mentioned thee app working correctly on IOS system so I have just installed the app on my iPad and it appears to be working fine, so that would mean the problem is particular to the Android version of the app. Hopefully ARLO have already worked this out and are in the process of providing a fix.

DLondeen · ‎2025-01-16

Yes, I am using the "Library" tab in the app and then selecting my base station.

Mishka · ‎2025-01-16

Yes this is the issue that I am experiencing as well and it appears the issue is with the Android version only as the IOS version seems to work fine.

hotuonghung · ‎2025-01-16

The app crashes after they update to the latest version of the Arlo app.

danandy · ‎2025-01-16

Library version

danandy · ‎2025-01-16

Yes using library on Android. Looks like many have same issue. Hopefully Arlo will send out a fix soon. Thanks community for your input.

alex_loo · ‎2025-01-16

@alex_loo wrote:
@Wall-Enberg
@brtowle
@DLondeen
@Jwho
@Wall-Enberg
@Mishka
@Arlo_Ultra2
@hotuonghung

are you guys using the "Library" or "Feed" version of the android app?

(@danandy seems to be using "library" version --- correct me if I am wrong)

Alex

Using "Library" version of the app (not "feed" version):

@danandy

@DLondeen

@Mishka

Anyone using "Feed" version of the latest android app and failing similary as well?

Alex

dothom · ‎2025-01-17

I have the same version and release date as Mishka, with the same issue.

Wall-Enberg · ‎2025-01-17

Library version, don't want any feed version with less options.

But this has worked fine before.

jguerdat · ‎2025-01-17

@alex_loo wrote:

@jguerdat wrote:

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.

The context is "local recording", so it is likely WITHOUT subscription.

"Likely" doesn't mean a thing. I have a subscription along with local recordings as do many others here. I was asking as a troubleshooting step so your comment is unhelpful.

Curious can you record and view local recordings, under a subscription? When I first started my ARLOs and being forced to use the trial subscription, I thought I was still able to use my smarthub for local recording and viewing of footages --- until there was actually nothing there after subscription ends. So I have wasted my time while NOT having the chance to try out local recording. That was a shame.

I've been using local recordings for years, ever since 2FA broke my Python script to download videos from the cloud.

As it turns out after reading this thread, it seems I should also have asked about Library vs. Feed.

jonsjo · ‎2025-01-17

Same problem here on v.5.4.0_28793 on a Android tab and phone.

Have one phone with version 5.3.3_28779 where it still works just fine.

Is there a way to downgrade the other devices until problem is solved?

Library mode and want to continue with that.

brtowle · ‎2025-01-17

I'm having the same issue with the App on my Samsung S23 not being able to view recorded video with no subscription. The issue started a few days ago and I didn't do any updates unless one occurred automatically. Hoping for a solution soon.

alex_loo · ‎2025-01-17

@jguerdat wrote:
@alex_loo wrote:
@jguerdat wrote:
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.
The context is "local recording", so it is likely WITHOUT subscription.
"Likely" doesn't mean a thing. I have a subscription along with local recordings as do many others here. I was asking as a troubleshooting step so your comment is unhelpful.

I agree 😅. Blame ARLO giving me a false impression that I can't record and access local storage, when on subscription.

Alex

Mishka · ‎2025-01-17

I have sent an email to the app support listed in the play store (appsupport@arlo.com) outlining the issue with the app version 5.4.0_28783 and also asked if they were aware of the issue, if they were working on it and when an update would be expected. I have not yet received acknowledgement of my email, but if we all sent similar emails maybe something would happen.

alex_loo · ‎2025-01-17

@alex_loo wrote:
@Wall-Enberg
@brtowle
@DLondeen
@Jwho
@Wall-Enberg
@Mishka
@Arlo_Ultra2
@hotuonghung

are you guys using the "Library" or "Feed" version of the android app?

(@danandy seems to be using "library" version --- correct me if I am wrong)

Alex

just consolidating more updates below:

Using "Library" version of the app (not "feed" version):

@danandy

@DLondeen , no subscription

@Mishka , no subscription

"Library" or "feed" ?

@Wall-Enberg , no subscription

@brtowle , no subscription

Anyone using "Feed" version of the latest android app and failing similary as well?

Alex

HanSoloMumma · ‎2025-01-17

I am also experiencing this issue - accessing the locally recorded footage on the base station. Version 5.4.0_28783 on Android. It was working over the New Year period as I checked footage on my return home from holiday, however after returning from another break away this week, I cannot playback any footage, it just crashes out, or loops to the same page. I've uninstalled/reinstalled the app - no change. Cleared cache prior to that, still looped & or crashed.

HanSoloMumma · ‎2025-01-18

I was experiencing this issue too, however seem to have gotten it working again.

Deleting and re-installing the app didn't seem to work, however... when I removed the USB drive from the base station, I plugged it into my laptop to view the recordings I was after. When I logged into my Arlo account via the Arlo site via the laptop, it told me I had to upgrade, so, I did.

After viewing the recordings I was interested in, I plugged the drive back into the base station.

I went back to my phone app, and it had updated to the new version I had just upgraded to on my laptop (magic!).

Viewing recordings is then done via the base station's 'Storage Settings' option. Navigate to the date you want via the Calendar icon on the top right of that screen.

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