I cannot play recorded videos from the library

[Bilxthebroker]

There is a new dialog box that has just appeared in Library view which requires that a video either be deleted, downloaded, shared or marked as a favourite. I don't want to do any of things - I just want to play the video. Does anyone know why this hurdle has suddenly appeared? is Is it a bug?

[TomMac]

I run IOS, Android and PC versions and haven't seen this.... it could be device related.

SO, what OS, OS version, and device are you running??

[Bilxthebroker]

Hi - it appears in Safari (on Sierra) - but not on iOS as far as I can see.

[TomMac]

You could always put in a trouble ticket to add it to the list...maybe they'll have a better answer ...

[Bilxthebroker]

Thanks - I'll do that!

[JamesC]

Bilxthebroker,

I am also not seeing what you are describing. The delete, download, share, favorite options are across the bottom of the video when playing back from the library, which is expected but I do not see this as a dialog box.

Could you provide your case number that you have open with support so I can follow this issue more closely?

JamesC

[Bilxthebroker]

Thanks James - here's a screenshot. This dialog box pops up when I click on the video - there seems to be no way around it.

[Bilxthebroker]

James - the ticket No. is # 27547047.

[1017lm]

Within the last week or so I can no longer play a recorded video from the libary.

There is a pop up menu and it only offers to delete, share, etc the video.

Is there a resolution to this problem?

My cameras were installed 11/15 and I have never had this problem.

Thank you for your help.

[JamesC]

Bilxthebroker, 1017lm

Thank you for the case number. Consider using the Chrome or Firefox web browser, are you seeing the same issue?

JamesC

[victorious]

I am also having this problem. I can play videos on iPad and iPhone but not on my Macbook.

[Bilxthebroker · Accepted solution]

Hi - I found that it worked for me in Safari to go Preferences-Advanced-Show Develop Tab and then clear cache.Good luck!

[victorious]

Thanks for the fix. Everything is back to normal.

[1017lm]

I use Startpage as my brower.  I cleared the chache.  I am still having the same problem.

[1017lm]

Also, at the the same time the problem started that I could not play videos from the library,

the start and stop times for recording motion changed without me changing them.

I deleted all recording times and re-entered my original recording times more than once, and

this is just another ongoing nuisance.

I know it is a different issue, but could one problem be affecting the other?

I use Mozilla Firefox to get on the internet and then I use Startpage to browse.

I cleared the chache in both.

I am not a computer savvy person.  These problems popped up suddenly and I don't know why.

Thank you.

[JamesC]

1017lm,

It sounds like the issue is browser related. If you load the UI in Firefox, do you see the same behavior?

JamesC

[1017lm]

I'm sorry I don't know what UI means.

Best Buy installed the Arlo system in my home.

When I want to check my Arlo library, etc, I click on the Arlo icon from the installer.

Thank you.

[JamesC]

1017lm,

By UI (user interface) I mean logging in to https://arlo.netgear.com/#/login via Firefox directly.

It may be best to contact the Arlo Support Team to troubleshoot further as there may be more in-depth troubleshooting involved to identify the issue you are describing.

Take a look here for additional support options: Arlo Support Team

JamesC

[1017lm]

Thank you very much!

It worked.