Inconsistencies with recordings between SmartHub & Cloud for 2.20 on iOS 13.7

[morganc5]

Accessing from iOS app (V 2.20 on iOS 13.7)

Scenario 1

Library/SmartHub

Recording shown in library under SmartHub however playback is not possible.

When pressing play I see a spinning wheel which suggests it is downloading, but then I just see a grey screen.

Library/Cloud

The same recording mentioend above is not visible/available, i.e. Sync has not taken place

SD Card in Windows 10 PC

Recording is playable using VLC

Scenario 2

Library/SmartHub

Recording shown in library under SmartHub however playback is not possible.

When pressing play I see a spinning wheel which suggests it is downloading, but then I just see a grey screen.

Library/Cloud

The same recording mentioned above is visible/available and can be played

SD Card in Windows 10 PC

Recording is playable using VLC

I have 4 Ultra cameras (H8) each running 1.070.50.6_231_6e7e184

The SmartHub (VMB5000r4) is running 1.16.3.3_719_b349f52

The problem occurs probably 2-3 times per day and is occurring with all cameras.

[jguerdat]

First, Arlo Smart makes a determination via post-processing whether to display any particular video in the cloud library. If it's determined not to be one of the subjects chosen in the Smart Notifications settings, it's discarded. However, since the video was recorded in the first place to allow the post-processing, local storage should always have that video present. I use this fact to help determine if Smart discarded a video for any reason.

As for not playing a video in the app properly, I would first reboot the phone and reinstall the app. If that doesn't help, I understand that recent iOS updates have caused problems.

[morganc5]

Thank you for your response.

Deleting the app and reinstalling has solved most issues.

Versions/hardware in use:

Camera firmware 1.070.50.6_231_6e7e184
Camera hardware H8
SmartHub firmware 1.16.3.3_719_b349f52
SmartHub hardware VMB5000r4

Arlo iOS App: 2.21 (1397)

iPhone 11 with iOS 13.7

With regards to the Smart Notifications, all 4 cameras have the options People, Vehicles, Animal and All Other Motion switched on.

Like I wrote above, most problems are now resolved however there is one case where the recording was not playable in the app, not synched to the cloud however I could play this on the PC.

For the moment I will monitor the situation to see if things change.

Once again, thank very much for your help.