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

[BrookeN]

Hello,

The development team has been investigating this and a fix will be coming soon, I will reach out as soon.

[Vancelot]

I have a Samsung Galaxy Fold 5 with app version 6.1.7_28890.

I am experiencing the same issue. I also have a paid subscription. How hard is it to fix this issue?

[Vikings71]

Exact same issue here. I am getting so tired of this issue, so I did some digging today and found this message board. There is no issue with the video because if I download it, I can view it just fine. It's either the app or the videos are just awful to view from the cloud. 

Google Pixel 7 with Android 16 and app version 6.1.7_28890. I also have an expensive paid subscription. This wasn't always a problem, so there has to be a way to fix it.

[Realallday]

I'm having this same issue, Samsung s24

[Realallday]

Works fine if I long press it in feed, but if I click video it flickers and pauses, how isn't this fixed yet?

[cas1029]

Recently (last 2-ish months) I have been experiencing video streaming and playback issues on all of my cameras, specifically stuttering/choppy video and recordings. I have two Arlo Pro 4 cameras, an essential doorbell and and Arlo Floodlight camera, all connected to an Arlo Base Station.

There are two oddities with this.  My device that I am viewing the recordings on is a Google Pixel 8 Pro running Android 16.  If I get a notification of motion on my phone and open the app through the notification, the playback is smooth.  But, then if I then go back and rewatch the same video, it is choppy.  Also, if I download a video from the app and playback the recording locally on my phone, it will play smoothly as well. 

I experience the stuttering if I "live" view the cameras or if I select a recording from my feed.  Nothing has changed to my setup during the time that this issue has started.  It has made viewing any recordings impossible to watch as I miss most of the video due to the stuttering playback.  I've seen in the Google Playstore under recent reviews, that other people are reporting similar issues on Android devices.

[Edinburgh_lad1]

I have the same with my Pro 2, but not very consistently - not checked with live view but with playback, and I'm done testing for this company if this occurs with live view also or other cameras. 

[StephenB]

---

@cas1029 wrote:

Recently (last 2-ish months) I have been experiencing video streaming and playback issues on all of my cameras, specifically stuttering/choppy video and recordings. 

---

Others (notably @KachinaShadow ) have reported this, and it is a bug in the Android app.

• https://community.arlo.com/t5/Arlo/Video-Playback-Issue-on-APP/td-p/2449080

Hopefully Arlo will fix it soon.

[Edinburgh_lad1]

You're a specialist, @StephenB , and know this system better than any user on here. Can you tell me truthfully what you think how this lot can manage to screw up every single release by introducing more bugs than they fix? I really find extraordinary and am genuinely keen to find out how this is all possible. Is it clumsiness, mediocre work force, or some other reason? Seriously, I've never come across such a business before that would have such poor, or rather non-existing, quality control. Or is it that they like to tinker all the time, in which case, I'd implore them to use an app for local tinkering only, or set up some kind of club for that. I've paid a lot of money for this system and I'd like to be able to use it as was intended and proportionately to the price point (i.e. high price = high expectations = high quality). At the moment, and still, it's very poor quality. 

[StephenB]

---

@Edinburgh_lad1 wrote:

Can you tell me truthfully what you think how this lot can manage to screw up every single release by introducing more bugs than they fix? 

---

I gave my opinion on quality for you before, and you rejected my answer.  My view remains the same.

[Edinburgh_lad1]

As evidenced on this forum, there have been issues with, for example, bad firmware being uploaded, this or that not working and not being addressed for a considerable period of time, right from the beginning (2015), and so regardless of how many products Arlo has had in its portfolio or regardless of whether they have a backlog or not. It's never ending. Everything seems ad-hoc and reactive.

[BrookeN]

The fix for this is on a rollout, we are on about 10% of users who will see the update that resolves this behavior. It will be 100% completed by the 11th of July. Please keep an eye out for that update. 

[Vikings71]

What will that version number be? I am now on 6.2.2_28895 and it appears to be working better for what it's worth.

[BrookeN]

It will be 6.2.2

[Scotty454]

I also have app version 6.2.2_28895 now and so far, it seems to be working as it should in regards to playing the video feed properly on my Samsung Galaxy S23 phone.   

[Conny123]

Ben heel benieuwd heb nu 6.2.0.

[BrookeN]

6.2.2 will be fully deployed by the 11th of this month. 

[KachinaShadow]

Looks good now...thanks 

[BrookeN · Accepted solution]

This is resolved with 6.2.2, if anyone is still seeing this same behavior please let me know. 

[KachinaShadow]

@BrookeN 
On the morning of the 11th, after the 6.2.2 update was installed, I checked and reported that everything looked to be fine but this morning I was reviewing some videos, on the app, and saw that it was once again having issues.

I went back to the 11th and viewed random videos, on the app, and the problem has definitely returned. Also note that the playback of videos on the web portal is no longer smooth but is not as bad as the app...app has longer intervals between pauses and web portal is more of a steady stutter although on the web portal it only happens on the videos recorded on todays date.

Paul

[KachinaShadow]

While the playback of the videos on the app still have the original pausing issue.

The stuttering of the videos on the web portal, which I mentioned earlier and started with the videos recorded after midnight last night, has now returned to having smooth playback on videos recorded after 4PM today.

Is anyone else seeing the video playback issues (again) on the app?