Downloads will not play.

[Re_zeekay]

Videos will download from the cloud, but are not playable on Android system. Error says unable to play video.

[StephenB]

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@Re_zeekay wrote:
Videos will download from the cloud, but are not playable on Android system. Error says unable to play video.

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What device are you using, and what version of Android is it running?

[Re_zeekay]

Currently Nokia XR20 on Android 12.

[StephenB]

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@Re_zeekay wrote:
Currently Nokia XR20 on Android 12.

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Seems to me that 4K HEVC should play back on that device.  Does this happen with every Ultra recording, or just some?

Here is a test file that you could attempt to play on the phone:  https://www.elecard.com/storage/video/Elecard_about_Tomsk_part1_HEVC_UHD.mp4

[jguerdat]

There have been occasional issues with videos having some sort of corruption that prevents them from playing. Install the VLC app which will play all but the worst corrupted files.

[Re_zeekay]

That test video file does not play either. You can view recordings in the Arlo app with no issues. It's only when you download them for saving or sharing purposes that they won't play.

[StephenB]

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@Re_zeekay wrote:
You can view recordings in the Arlo app with no issues. 

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That is useful info, it says that the phone does support HEVC 4K playback.

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@Re_zeekay wrote:
That test video file does not play either. You can view recordings in the Arlo app with no issues. It's only when you download them for saving or sharing purposes that they won't play.

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This suggests that the problem is the player you are using in the phone.  Nothing Arlo can do about that. If it's the one that came with the phone, you could maybe reach out to Nokia.  Or look for a substitute player app.

[Re_zeekay]

Files automatically download to google photos app.

[Re_zeekay]

It must be an issue with google photos app, as they play fine on my laptop.