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 

[darkness975]

I didn't send them the video I sent you the video , in PM

[darkness975]

Im sorry I misspoke.  What i meant was I sent the video to Brooke who PMd me.

There's several conversations going on here and I think they got mixed up

[BrookeN]

@darkness975 I did receive the video, thank you for providing that. I will update the community as soon as possible. 

[darkness975]

Thank You

[StephenB]

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@darkness975 wrote:

I wasn't talking to you I was talking to the person that sent a reply in Dutch. 

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I understand that. 

While google translate wasn't very clear, it sounded like the poster was suggesting you send a video to their gmail address.  I didn't want you to think that the poster worked for Arlo,

[BrookeN]

I agree @StephenB it did sound like they were saying to send the video to them. 

[darkness975]

Thank you all. I appreciate you all looking out for us!

I did send the video to BrookeN.  

[bellabeach]

I'm having the same issue on my Samsung Galaxy.  Been happening about a month, like others have posted.  When will we be getting a fix for this problem?

[bellabeach]

Nice work-around, darkness!  That works for me, too.  Open a video, it's choppy, swipe left or right a few times, still choppy, and then after a few more swipes, it's gone, and all the videos play normally as long as you swipe to go to between them, rather than back out to the list.

[fliptwister]

I have started to have this issue only recently. Apparently I did not update app earlier. I have Pro 3. Nothing has changed with my network/bandwidth. This is clearly an issue with the app. The swiping fix works and I also find that there is no issues when watching video for a second time. Zooming in is also issue when watching video for first time. I really think it is unacceptable that Arlo has not resolved this issue. It has been over 4 months since the first post. Has there been any post from Arlo updating on status of a fix?

[darkness975]

For everyone that is following this thread.It is still doing the same thing in the app as of today. 

[KachinaShadow]

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@darkness975 wrote:

For everyone that is following this thread.It is still doing the same thing in the app as of today. 

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YEP...nothing has changed 😶

[RedKelly]

• As a few others have mentioned if you swipe the feed videos back and forth a few times they will play correctly, feed videos will also play correctly If played from the push notification. Without doing the above actions and just randomly playing any feed video in the app results in jerky playback. No change in feed playback performance.

[Lokobous]

• Tr

[BrookeN]

This is currently being investigated.  I will reach out as soon as I have any updates. 

[BrookeN]

I am not sure what you are asking, can you please describe what you are needing assisting with?

[KachinaShadow]

I know they're working on the issue, but it's been over a month so if there's any way to accelerate the process, that would be great.
It's pretty much useless when a car drives by since maybe you'll get the front end, then it pauses and when it starts to play again the car is out of the frame 😖
Paul

[TigerEyez]

I've been experiencing the same issue. I installed the app update this morning and still nothing has changed. 

[Lokobous]

The video recordings, when played, will freeze for 3 seconds then jump ahead in the recording 3 seconds then repeat. It is now happening intermittently, some recordings play normally, others not. When I downloaded a video that was freezing/skipping it played normally. I downloaded the Arlo app on a different phone, no changes. No changes if I'm at home on wi-fi (190 mbps speed) or on a cellular signal. SPECIAL NOTE: this only started when the new app came out in May (the app had a total redesign) I deleted and uploaded the app several times with no change.

Thanks for any help.

[BrookeN]

Is this on Android?

[Lokobous]

Yes

[Lokobous]

Judging by other conversations here seems arlo no longer supports the pro 2 base station, if true terrible customer service not advising customers before hand, time for new cameras and they won't be arlo.

[BrookeN]

The Pro 2 still works as expected. The behavior you are seeing regarding the video playback is currently being investigated. 

[andrew_drach]

I have the latest app version (6.1.2_28882) on Android 15 (Pixel 9 Pro) and whenever I click into a video and click play, the video itself disappears but sound plays correctly.

I tried the usual install/uninstall/clear storage.

Interestingly enough, if I tap and hold on the video instead of clocking into it, the video plays correctly in the modal. So definitely a bug on the video page.

Please let me know when it is fixed

[Scotty454]

I would like to add to the paid subscription users that have been dealing with this issue for a while now.

This started a few months ago. It was not happening when I first upgraded from the old app to the new app.  It started at a later time, but I do not know what specific build introduced the issue.  It worked OK for me at first, but then I started having the lagging/jerky/stuttering video issue in the feed not long after upgrading.  That happened for about a week, but after one of the next app updates, it went away.  Unfortunately, it came back and has not been resolved with recent updates.

As others have stated, it only happens in the app and only in the feed (via cloud).  Videos play fine when viewed locally or online via a PC and browser.  If you long-hold on the screenshot in the feed, they also play fine in the “mini player” window, just with no audio.

My app is up to date and clearing the cache and/or reinstalling the app does not fix the issue.  I have this issue on my Samsung S23 Android phone as well as my Samsung S8+ Android tablet.

I was an early Arlo adopter who has upgraded cameras and hubs several times over the years.  I currently have 9 cameras ranging from Pro, Pro 2, and Ultra 2 connecting to an Ultra 2 hub (VMB5000r5).  All cameras and hub are at the latest firmware per the app.

As others mentioned earlier in the thread, scrolling left or right a bit does seem to circumvent the issue, but if you leave the feed and come back, the problem returns.  Another “workaround” is to just play a video all the way through twice.  After that, the videos seem to play OK without lag.  I usually find a short video (like 10 seconds), click it, turn my phone sideways to view it full screen, and then let it play twice without stopping it or zooming in.  After that I can scroll through the videos and play them without lag.

Please address this issue promptly.  It is very annoying to deal with and especially for this long for paying customers like us.  It is also embarrassing when you try to show someone a video and have to jump through hoops like this.  That last situation is not a good advertisement for Arlo.  It is bad advertisement for Arlo though and a hasty resolution should be in Arlo’s best interest.