Arlo Video Doorbell - green tab on playback

[Cam-AUS]

I’m getting a green tab appear on video playback on my doorbell. I’ve changed the hardware (RMA-replaced by Arlo after 8 x weeks of trying to get the issue resolved). The image is still distorted. (See attached).

Has anyone else experienced this? Any ideas on how to fix the issue?

I think it’s a glitch in the software.

[Cam-AUS]

Attached is a screen shot

[StephenB]

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@Cam-AUS wrote:
I’m getting a green tab appear on video playback on my doorbell. I’ve changed the hardware (RMA-replaced by Arlo after 8 x weeks of trying to get the issue resolved). The image is still distorted. (See attached).

Did you see the same distortion with the first camera?  Or was it distorted in a different way?

Are you seeing this on every video (including livestreaming)? 

Does changing the resolution make any difference in what you see?

[Cam-AUS]

Did you see the same distortion with the first camera? Or was it distorted in a different way?
Exactly the same distortion.

Are you seeing this on every video (including livestreaming)?
Not live-streaming only on playback and only via the app. When I log into the web browser it’s fine.

Does changing the resolution make any difference in what you see?
Not sure how to change the resolution, I haven’t adjusted it since I bought the camera( it worked fine for the first six months.

[StephenB]

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@Cam-AUS wrote:

Not sure how to change the resolution, I haven’t adjusted it since I bought the camera( it worked fine for the first six months.

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In the web browser, go to Video Settings->Video Quality

You'll see three settings for resolution.  I suggest trying the lowest resolution first, and see if that helps.  If it does, then step it up a notch.

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@Cam-AUS wrote:

Not live-streaming only on playback and only via the app. When I log into the web browser it’s fine.

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That sounds more like a phone issue.  What phone are you using (and what OS version is it using)?

[Cam-AUS]

I will check the resolution tomorrow, thanks.

In relation to phone, I have an iPhone 11 however the issue was the same on my old iPhone 10.

[StephenB]

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@Cam-AUS wrote:
In relation to phone, I have an iPhone 11 however the issue was the same on my old iPhone 10.

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Interesting.  I'm not seeing this on my iPhone 12 mini.

[Cam-AUS]

I can’t believe it, your suggestion to change the resolution worked. Thank you for this suggestion

I can’t tell you how many hours I’ve spent chasing this issue with Arlo support, the stress and frustration has been extreme as they don’t have the necessary training to solve these issues. They replaced the hardware as they didn’t know what was happening.

I’m going to continue with to use the Arlo products however I won’t recommend them to anyone as the customer experience has been so poor.

Thanks again.

[StephenB]

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@Cam-AUS wrote:

Thanks again.

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Glad I could help.

@JamesC - is this on Arlo's bug list?  It seems to me that full resolution ought to work on an iPhone 11.

[JamesC]

I'll escalate this to dev and see if I can find out if this is expected behavior with iOS 11 and earlier or a bug. Thanks for bringing this to our attention.

JamesC

[JamesC]

Cam-AUS,

I've sent you a private message requesting a few more details about this issue.

JamesC