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Whenever I try to watch live mode in the android app, I get a black screen with audio about 75% of the time. I used to get video more often but the problem is getting worse. Please help.
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New versions of the Arlo mobile app for Android and iOS are available in the app store. For those experiencing this issue, please update to the latest version of the Arlo Mobile App.
If you're still experiencing the same issue on this version of the Arlo mobile app, please contact the Arlo Support Team to further investigate.
JamesC
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Barto123,
Do you notice this happening on a specific device or with a specific camera? Are you connected to mobile data or your home WiFi? Anything that can point to this happening more at certain times than others?
What does the signal strength indicator show for the camera having this issue?
JamesC
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It happens intermittently with all cameras. It happens both when I am connected to home wifi and mobile data. There is no rhyme or reason why it happens when it does. Some days it all I get is a black screen but can hear sound, other times I can see the live video fine. The signal strength always shows 2-3 bars on the cameras. Very frustrating.
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I am getting the same issue with a black screen on Live View. I just upgrade my phone to a Samsung S20, when I press play on my Arlo Ultra Cameras I get a black screen, if I press play on my Arlo Pro 2 camera it works.
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I am having the same issue. My other cameras show live fine. Its only my Pro 3. Started a few weeks ago.
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Same problem for me aswell. Had my new phone, Samsung S20 Ultra, and live function is now a black screen. It works when using live function with a pc in same network, so the issue is clearly compability between arlo and latest android software.
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For those experiencing this issue, do you have local 4K live streaming enabled? Do you experience the same behavior when attempting to live stream using the mobile data connection (turn off WiFi on your mobile device)?
JamesC
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Local 4k-straming ON
Automatic HDR ON
With WiFi on, and connected to the local network the 4k-streaming shows a black screen & sound. 4K logo visible.
When turning WiFi off, then live stream works - not 4K though.
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Local 4k-streaming ON
Automatic HDR ON
With WiFi on, and connected to the local network the 4k-streaming shows a black screen with sound. 4K logo visible.
Turning WiFi off, live stream works - not in 4K though.
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For those who were experiencing this issue, please make sure to update to the latest Arlo app version available from the app store and test again. Please let us know if you experience the same behavior.
JamesC
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Regards
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Hi!
Updates:
I have been in contact witch Arlo support regarding this issue. No success in finding solution though.
Status:
Arlo Version.2.15_27085 (latest since 10 April 2020)
Deleted prior Arlo installation. turned of phone for 5 minutes before starting phone again and installing latest version of Arlo.
Local 4k-straming ON
Automatic HDR ON
With WiFi on, and connected to the local network the 4k-streaming still shows a black screen but sound avaoilable.
4K logo not longer visible - now 2K logo visible.
When turning WiFi off, then live stream works - not 4K though.
I give up! Not happy !!!
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The issue still exists after the upgrade.
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Version 2.15_27085 on Samsung Note 10+, Android 10, One UI 2.1
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Does not work on my Samsung S20 Ultra.
Worked all the time on my wife's Samsung A40
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Samsung Note 10+, newest Android Version of Arlo and Arlo Ultras.
Local 4k live streaming enabled = black screen. Disabled = 1080p working correctly.
Its really a pitty. This has worked before and must be fixed soon.
Seems to be an issue on Samsungs Top Smartphones.
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Team Arlo Support,
Are you going to fix this issue with your next App Update? I have spent over $1000 AUD on a bunch of useless camera's.
Never buying an Arlo product ever again. Terrible battery, faulty products, crap coverage. You guys need to do something about this!
4K Live Streaming was working fine and now all I get is a black screen for every camera! If changed to HDR Streaming all 3 cameras work fine!
You have to fix this! Look at the comments above from your customers..... This is just bad!
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So not only did we pay $1000 for 4k video capability, but $15/month and we are unable to get the 4K video to work? >_<
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