:Connection Fail Error on Web Portal

[markvorlando]

Whenever I run the web portal and click the play icon on one of the cameras it gives me a :connection failed error. Works fine in the Phone app. I have tried both Chrome and IE11. Any ideas?

[jguerdat]

Does it work when you're not at home or on cell service?  You say you've tried the troubleshooting steps - did that include power cycling the base?  It's possible that a factory reset and starting fresh is needed to clear out whatever is wrong.

[Narlo]

Its not easy to understand - are you asking me ? 

If so, matter of fact, I have just gone through all this and more as I am in contact with the arlo support guys in relation to another issue (recording quality) for which they have made me do other things as well - like swapping/replacing batteries, resynching etc. 

[JamesC]

Narlo,

I would like to take a look at your support case to better understand what issue you are having. Please provide your support case number and I will review your case offering any additional feedback that I can.

JamesC

[Narlo]

JamesC, although the issues are not related, my case number is 28376763

[Julie_1012]

I'm having the same issue for the past few days.  Connection fails when trying to view the live feed on my work laptop using Chrome or IE11 and on my MacBook using Chrome or Safari.  Very frustrating.  I can view it on my iPhone, which is not much help if I want to see a larger image.

[KyleZ]

I also cannot view my ArloQ on my iMac using Safari/Chrome. This has been happening for months now. 

i have a feeling it has something to do with my CVR subscription as another user mentioned this is when his video stopped working.

I cannot view live video from the ArloQ in the web portal but on the iPhone it works fine. I should also add that my wireless camera DOES work on both platforms. 

Here is the info on the Q:

HW VersionVMC3040r6

Firmware1.8.3.0_9926

[jguerdat]

CVR and video don't interact like that. I use both with no issues.

[Justin_F]

Norton Wi-Fi Privacy (their VPN software), once disabled, fixes the problem for me.  

[Narlo]

Was there a solution to this problem ? I still continuously get this :connection failed. 

In Chrome, in dev tools I see this 

POST https://vzwow10-z3-prod.vz.netgear.com:80/open/1 net::ERR_SSL_PROTOCOL_ERROR
vzwow10-z3-prod.vz.netgear.com:80/open/1:1 POST https://vzwow10-z3-prod.vz.netgear.com:80/open/1 net::ERR_SSL_PROTOCOL_ERROR
vzwow10-z3-prod.vz.netgear.com:80/open/1:1 POST https://vzwow10-z3-prod.vz.netgear.com:80/open/1 net::ERR_SSL_PROTOCOL_ERROR
VM329:1 [ERROR] time 11:31:50.627 :: 201, Unable to load stream or clip file, connection failed, clip: '[Clip] '48B45CS355E00_1500256931828''

Tried in incognito mode. Same thing. Nothings wrong with my host file

My port 80 is definitely open. Google-fu says to  Disable QUIC Protocol. Which I did. Same error in normal mode and incognito.

Live viewing works absolutely fine on my phone - over wifi with same network settings. 

[Justin_F]

I was having connection errors until I disabled my VPN. I have Norton WiFi privacy installed, and it creates a VPN. It may be too much network latency detected on their end. 

[simpso57]

Experiencing the same issue. Just installed my Arlo Pros over the weekend. Tried Chorme and IE, same issue. Tried different computers, different network connections, etc. all got the : connection failed.

Mobile works fine. 

[Arlogirl17]

Cameras not working ...

[jguerdat]

We need lots more information than a one liner.  WHat have you tried?  What are the LEDs on the base showing?

[JamesC]

simpso57,

It sounds like you've isolated the issue to either the computer or the browser. Are you running any security software (Bitdefender)? Also, be sure flash is up to date and enabled.

JamesC

[simpso57]

I am not running anti-virus software. I installed the latest version of Flash for internet explorer. Still get the connection failed error.

[Arlogirl17]

Problem fixed!!! Thank you!!

[simpso57]

Just tried again... it worked!  Thanks.

[Narlo]

How has this magically started to work for everyone ? 

I still get the following exceptions in chrome when I click on 'Live' on one of my cameras : 

vzwow08-z3-prod.vz.netgear.com:80/open/1:1 POST https://vzwow08-z3-prod.vz.netgear.com:80/open/1 net::ERR_SSL_PROTOCOL_ERROR
vzwow08-z3-prod.vz.netgear.com:80/open/1:1 POST https://vzwow08-z3-prod.vz.netgear.com:80/open/1 net::ERR_SSL_PROTOCOL_ERROR
vzwow08-z3-prod.vz.netgear.com:80/open/1:1 POST https://vzwow08-z3-prod.vz.netgear.com:80/open/1 net::ERR_SSL_PROTOCOL_ERROR
VM454:1 [ERROR] time 15:13:02.383 :: 201, Unable to load stream or clip file, connection failed, clip: '[Clip] 'longnumber_longnumber''
(anonymous) @ VM454:1

[JamesC]

Narlo,

it sounds like you could be experiencing a flash issue with your browser. Take a look here and follow the steps in the solution: ADOBE FLASH IS THE CULPRIT ON CHROME

JamesC

[Narlo]

---

JamesC wrote:

Narlo,

it sounds like you could be experiencing a flash issue with your browser. Take a look here and follow the steps in the solution: ADOBE FLASH IS THE CULPRIT ON CHROME

JamesC

You can fix this by changing Chrome's settings.  Go to Privacy and Security, Content Settings, Flash.  Either enable Flash or add arlo.netgear.com in the Allow section at the bottom.  Then type in "chrome://flags" (no quotes) and search for flash. Look for the section labelled "Run all Flash content when Flash setting is set to "allow"" and enable the setting.  That will prompt you to restart Chrome.  After the restart, live view should be working.

---

I followed the above steps and still get a :connection failed message when I click the Live button

[JamesC]

Narlo,

Are you able to live view using the mobile app? Does this error only occur when using the web client?

JamesC

[Arlogirl17]

Got it working now! THANKS!!

[ukoda]

I have just set up a new system and it was working fine for a few hours but now I am almost always seeing the ": connection failed" message with Fire Fox on Linux Mint but my Fire tablet and both Andriod phones I have set up all work fine.  Looking thru this tread it appears that there has been 2 years with no answers from Net Gear.  With three different OSes and three different browsers having the issue I think people need to stop point the fingers at the user set ups.  It is not magically a case of disabling a virus checker or VPN etc, there is clearly something wrong with the implementation supplied by Net Gear and they should pull finger and fix it.