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 

[Ruru]

Same exact problem on my Google Pixel 8 Pro, using my wife's iPhone app shows normal video payback without the stuttering.  Frustrating.

[BrookeN]

This is currently being investigated. I will provide more updates as soon as possible.   

[Scotty454]

I just noticed something I didn't know before that might help others until Arlo addresses this bug.  

When I play a video via the app feed and use the "long press" option on the screenshot to open the mini-player, it does play without lag.  That I knew, but what I just found out was, if I turn my phone sideways to watch the video full screen (landscape), it will also play without lag.  No audio, but a much faster way to see a video without lag until Arlo addresses this bug.  

Hope this helps.

[Scotty454]

BrookeN,

Can we get an update on the resolution?  It’s been well over a month since you stated this was “passed onto our development team”.  Searches on the forums bring up other threads similar to this issue so this has been going on for quite some time now.  Can you give us a case number so we can escalate this issue?  If you’re an Agile development shop, is this is the current sprint?

Also, is there a process for requesting a partial credit for our paid subscription service since this has not been working for months now?

Thanks