Ultra - Local recordings not playing back in the app, appear as grey screen

[VIPERdsg]

Hi everyone, 

I'm locally storing Arlo video recordings on a micro SD. The recordings appear in the app library, but when I click on them to download and view, I get a grey screen. I've attached an image.

The video never downloads. I also cannot save the video to the camera roll (I get a success message, but it doesn't save). 

I've seen a couple of people have had this problem previously, but their solution doesn't seem to work for me. I've tried "clear downloaded videos", rebooting the base station, reformatting the SD, etc. 

Any advice would be appreciated

[jguerdat · Accepted solution]

I'm guessing you have iOS so check your app permissions in the phone settings to ensure access to files and folders is enabled.

As for the gray video, what phone and OS version? Have you rebooted and reinstalled the app?

[RAYdisaster]

Maybe you should change sd card may be a bad one

[VIPERdsg]

Thanks for the reply,

All permissions were correct. I had rebooted the basestation but didn't think to actually reinstall the arlo app. Reinstalling the app seems to have fixed the issue; I can now view local files within the app. 

Thank you!