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]

The symptom where viewing locally stored videos causing the app to crash should now be resolved with Arlo app version 5.4.2.

Please make sure you have the latest version of the Arlo app installed. 

[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

[alex_loo]

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@CodyG wrote:

The Arlo app, I reinstalled it. Hopefully it'll stay working.

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when you are saying it's working, is it showing "library" or "feed"?

Alex

[CodyG]

Library.

[alex_loo]

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@CodyG wrote:

Library.

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that's interesting.  The recent android 5.4.0_28783 has been reported failing with local storage access, at least on the "library" version side.

When you are saying you are fine with android "library" version, accessing local storage --- what app version is that?

Alex

[CodyG]

It appears that it has been recently updated as the new version is

5.4.2_28786.

[alec107]

No the company needs to EMPLOY.

PEOPLE WHO CAN DO.

Instead of cheap labour which cant do.

All it seems the company can do is to line their own pockets and treat the cannon fodder who purchased this crap as MONKEY'S.

Do the job correct first time instead of spending the money on Crap people

[alex_loo]

guys, check this message from @CodyG .  Sounds like the latest Android 5.4.2_28786 app has fixed the local recording access-and-crash issue, for "library" users.

From my (selfish) "feed" user perspective, keen to see if any "Feed" user (without subscription) could share their experience with android 5.4.X.  I am still keeping my 5.3.3 here, but if things are fine with 5.4.X, I'll just update to the latter.

Alex

[ShoeWOOBERG]

Yeah, I'll be sticking with 5.3.3 as well until I hear LOTS of happy feedback from others

[DLondeen]

@ShoeWOOBERG Ditto

I would like to hear something official from Arlo.

[alex_loo]

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@DLondeen wrote:

@ShoeWOOBERG Ditto

I would like to hear something official from Arlo.

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the "best answer" by @ShayneS above has (if not vaguely) officially confirmed the fix.

The release note for 5.4.2 has NOT been specific regarding the fix for this, though.  It just says "Also includes general stability, bug fixes, and performance improvements".

Alex

[booxman]

Absolutely!  I agree!  Let's hear something official from Arlo!

[Grumbly]

I am having a similar issue. I logged on to arlo recently and got an app update. The new app is wildly different. I now get notifications from movement (Amazon deliveried) but can not find the locally recorded videos.  With the prior app, within moments I could view the video to see what was happening. No idea why this is happening and VERY bothersom

[kingpingreg]

The past few days have been the first time I have used this comment / messaging part of their online forum. 

I'm glad to know I am not alone with the frustration I am seeing here. BUT IT STILL SUCKS FOR EVERYONE INVOLVED. Good luck to all of us to get these issues resolved. 

[Panam747]

I have a Alro Ultra 2 camera system connected to the Arlo HUB.  When attempting to view the video files on my phone (Sony Xperia 1V), the app crashes and returns to the home page on my phone.  My Sony Xperia 1V used to work fine when viewing the video files.  A week or so ago, my phone had a system upgrade and about the same time is when I was unable to view the files.  My Sony Xperia 1V is using an Android 15 system.  I tried resetting the HUB by un-plugging it and repowering it up, no change.  I also uninstalled the app and reinstalled the app and again no change. I am able to view the Arlo video files on my old Sony Xperia 1iii phone which runs on an Android 13 system.   Does anyone out there have a suggestion on how to get the Arlo app to work on my Sony Xperia 1V??   

[Wall-Enberg]

• The solution presented by Arlo with version 5.4.2. is NOT an acceptable solution as they have just restored what worked before version 5.4.0 and removed for eg thumbnails for not cloudbased videorecordings.

[alex_loo]

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@Wall-Enberg wrote:

• The solution presented by Arlo with version 5.4.2. is NOT an acceptable solution as they have just restored what worked before version 5.4.0 and removed for eg thumbnails for not cloudbased videorecordings.

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What is this "thumbnails" about?  Are they with "library" or "feed" version of the app?

Alex

[Wall-Enberg]

Thumbnails, the "still picture" in the app under devices and library showing what happened at the latest videorecording for each camera without the need of doing other steps in the app to see anything.

The 5.4.2 version shows the local videorecordings faster than versions before but most times you just want to have a quick look and find out that what triggered the camera was nothing you need to see a recording of.

[alex_loo]

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@Wall-Enberg wrote:

Thumbnails, the "still picture" in the app under devices and library showing what happened at the latest videorecording for each camera without the need of doing other steps in the app to see anything.

The 5.4.2 version shows the local videorecordings faster than versions before but most times you just want to have a quick look and find out that what triggered the camera was nothing you need to see a recording of.

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I see.  So it's with the "library" version of the app.

Alex

[BlaisesMom]

I'm running Arlo Secure 5.4.0_28783 on a Samsung S24Ultra (One UI 6.1, Android 14) and I'm trying to access the videos on a Sandisk flash drive attached to the VMB4540 hub.

When I open Devices, scroll past the live videos & click on the SmartHub, then go to Storage Settings, all I see are settings.

When I open Library, then select AHub, I can't download any of the files and the app quits.

Is this the widely reported bug or user error?

[alec107]

This fault is not new either.

See faults 2022 2023 2024, and now 2025.

Now is this not a wonderful company to work for !!!!!!!.

Treating your customers with such contempt.!!!!!!!!

[StephenB]

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@Grumbly wrote:

 I now get notifications from movement (Amazon deliveried) but can not find the locally recorded videos.  

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Try going to the device page, and selecting your base station.  Then select "Storage Settings".   You should see the videos there.

[StephenB]

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@BlaisesMom wrote:

When I open Devices, scroll past the live videos & click on the SmartHub, then go to Storage Settings, all I see are settings.

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That is because you have the "Library" interface.  If you saw "Feed" and "Dashboard" in the app instead, then you would see recordings there.

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@BlaisesMom wrote:

When I open Library, then select AHub, I can't download any of the files and the app quits.

Is this the widely reported bug or user error?

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It is the bug, and the 5.4.2 app update fixes it.   

[StephenB]

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@Panam747 wrote:

I have a Alro Ultra 2 camera system connected to the Arlo HUB.  When attempting to view the video files on my phone (Sony Xperia 1V), the app crashes and returns to the home page on my phone.  My Sony Xperia 1V used to work fine when viewing the video files.  A week or so ago, my phone had a system upgrade and about the same time is when I was unable to view the files.  My Sony Xperia 1V is using an Android 15 system.  I tried resetting the HUB by un-plugging it and repowering it up, no change.  I also uninstalled the app and reinstalled the app and again no change. I am able to view the Arlo video files on my old Sony Xperia 1iii phone which runs on an Android 13 system.   Does anyone out there have a suggestion on how to get the Arlo app to work on my Sony Xperia 1V??   

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This is an app bug, you need the 5.4.2 app update to fix it.

[StephenB]

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@Wall-Enberg wrote:

• The solution presented by Arlo with version 5.4.2. is NOT an acceptable solution as they have just restored what worked before version 5.4.0 and removed for eg thumbnails for not cloudbased videorecordings.

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There have never been thumbnails for local recordings (until after you download them to your phone).  So they were never removed - this just one of several (annoying) limitations with local recording that have always been there since the feature was rolled out in 2018.

[Wall-Enberg]

It was a description of what a thumbnail looked like in the Arlo app.

But there have always been those updated for each recording under devices even when you had just local videorecordings. Those are the ones I'm missing.

And other things. 

[StephenB]

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@Wall-Enberg wrote:

It was a description of what a thumbnail looked like in the Arlo app.

But there have always been those updated for each recording under devices even when you had just local videorecordings. Those are the ones I'm missing.

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While I do have a subscription, I've been using direct access to local storage since it was rolled out in 2018.  While I am currently using the "Feed" interface, most of that time there was just "Library".

Thumbnails are provided for cloud recording, but have NEVER been provided for a local recording until you download the videos. 

The full list of limitations is (as I have often reposted):

• recordings are only available in the app (not my.arlo.com)
• recordings are only available from the primary account (not friend accounts)
• no ability to make manual recordings or snapshots
• no thumbnails, so videos need to be downloaded to the phone before you see anything
• remote access requires router setting changes that many find difficult, and which do not work with some internet service providers.

These limitations apply to both "Library" and "Feed".  And they've all been there since the original implementation in 2018.  While I personally think Arlo should improve the feature, I doubt that they will.