Video Playback Issue on APP

[KachinaShadow]

Recently having video playback issues via the app...note that it's only the app as the web portal has no issues. Clearing the cache and reinstalling the app doesn't help. Speedtest, via WiFi, shows Download - 360 Mbps & Upload - 12 Mbps.

When playing videos on the app, the playback pauses constantly and jumps 2-3 seconds at a time (YouTube video link at bottom), which varies by camera and whether you're trying to play it in Dashboard, Devices or Feed. This only affects video playback and not local live streaming. Below I've listed which scenarios/cameras are affected (yes or no). Note that these results are the same regardless of if I'm on the cell network or via WiFi.

DASHBOARD

• Wired Doorbell - YES
• Ultra 2 Camera (2) - YES
• Pro 3 Camera (2) - NO

FEED

• All Cameras & Doorbell - YES

DEVICES

• Wired Doorbell - YES
• Ultra 2 Camera (2) - YES
• Pro 3 Camera (2) - NO

https://www.youtube.com/shorts/YuS7ZaKxmdk 

[StephenB]

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@darkness975 wrote:

You won't see the issue if I do that.  Once a video is downloaded it looks fine. The problem is only seen within the app itself. 

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You could make a screen recording while watching a recorded video, and then provide links to both.

[darkness975]

I tried screen recording but it didn't seem to work.  Maybe someone else can try and see if it works for them?

[BrookeN]

@KachinaShadow what type of device are you using?

[StephenB]

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@BrookeN wrote:

@KachinaShadow what type of device are you using?

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See post 7:

Moto G Power - Android 11
app version 6.0.0_28852 04/29/25

Though the app might have updated since then.

[KachinaShadow]

@StephenB 

Thanks for relaying the device info to @BrookeN 

@BrookeN 
I see you were able to see the screen recording that I provided a link to in both the PM and in my original post of this thread...hope that helps

@darkness975 
I was able to do a screen recording on my Android, which showed the issue while playing on the phone...here's how https://support.google.com/android/answer/9075928?hl=en

I then posted it to YouTube https://www.youtube.com/shorts/YuS7ZaKxmdk

Paul

[BrookeN]

I have passed this information onto our development team. They will investigate this behavior, I will reach out to you as soon as possible with updates. 

[RedKelly]

Having the same cloud playback issue's when viewing on Samsung android phone Arlo app or on HP Chromebook Arlo app. This has been happening since the big update change to the Arlo app.

It's interesting that the video will play correctly If video is played back from the push alert notification, but if you replay the same video from the library it will stutter.

Locally stored video plays cleanly.

Equipment: 3 Ultra 2 cameras and VMB5000 base. 

[Aashishkebab]

No it isn't. I'm having the same issue after the recent updates. 

Arlo continues being the worst product stack of any product category from any company that I've ever used in my entire life. 

The software developers at Arlo are some of the most incompetent engineers on the planet. 

I am a software engineer, BTW. So I can say this. This is absolutely, 100% a problem with the app, which is and always has been an extremely, extraordinarily buggy piece of garbage.

[KachinaShadow]

@BrookeN 

Hi Brooke,
Just wanted to make sure you saw the two PM's I sent on 05/17 regarding your question on how the Pro 4 responded.

I picked up some Pro 5s cameras yesterday and will be trying one of them today some time and will let you know if they also have the playback issue in the app.

Paul

[BrookeN]

I did thank you. I just sent the logs over this morning.