Corrupted previews in the library

[wonkypenguin]

Hi,

Since I switched to the 4k plan, I am noticing that some of the thumbnails in the library are corrupt (grey and fuzzy), yet when I open the video and play them it seems fine. It only seems to affect one of my cameras, and only the cloud files, the local storage ones seem fine.

Known problem? Any ideas how to resolve?

[ShayneS]

Hi @wonkypenguin 

Does this appear on the web portal & mobile app? Have you tried to remove and re-instal the Arlo Mobile App?

[wonkypenguin]

It happens in both... the same videos are corrupted in the same way on each

[wonkypenguin]

Today some of them today are corrupted in a different way (green!), and I am seeing it on both cameras now.

[wonkypenguin]

(apologies for multi messages, only allowed one attachment per reply)

[demannu]

I'm also getting this issue after their last firmware update, its really annoying.. especially their so called "smart notifications" the picture preview is either green, grey or pixelated. horrible product. had nothing but issues from day one. 

[Dumdidum]

Same here (green)

[Tokra_ac]

I’m having the same issue. Any response from Arlo?

[wonkypenguin]

They asked me to send some sample video files and the development team is looking at it. Haven't heard anything since the 23rd, but they said they will reply to the thread when they have an update

[wonkypenguin]

Haven't heard anything from them, but the problem seems to have gone away so I assume it's been fixed in a software update?

[Dumdidum · Accepted solution]

Yes on my Arlo Ultras it is fixed

[LandJS]

wonkypenguin you say it is only happening on one cam.  Is that cam on battery or power.  I have 5 of 7 on power for the 3 sec. roll back and it seems the thumbnail has always or at least most often had the thumbnail gray on those cams.  I assumed it had to do with those 3 sec.

[wonkypenguin]

It started on one camera, but did see it on both. One was battery, the other was connected to the solar charger.

All seems fixed now, so I assume they did something 🙂