Videos Freeze & Go Blank After Scrolling Through 7-10 Videos but Only on Web Portal

[KachinaShadow]

When scrolling through videos (in feed or on individual camera) using the on screen left and right arrows, after 7-10 videos the image freezes and then goes blank (see attached image)...this only happens on the Web Portal and not the Mobile App.

Have tried clearing browser cache & history but it made no difference. Per Ookla Speed test my download speed is 372 Mbps and upload speed is 13 Mbps.

Paul

[BrookeN]

Are you still seeing this same behavior?

[KachinaShadow]

@BrookeN 
Yes I am...in fact I was just trying different scenarios to see if I could find any pattern to what the problem is and I have been able to establish that it only happens when scrolling through the 2K & 4K videos and does not have any issue with scrolling through the 1080p doorbell videos.

If you remember this post I did back in April - Solved: Videos From Web Portal Feed Will Not Load - Arlo Community (by the way the last entry in that post is what solved it, not the "solved" entry)...this has similarities to that issue where those videos wouldn't load right off the bat and now it takes scrolling through 8 to 10 videos before it basically does the same thing. Of course, at the time I thought it had been solved but it never occurred to me to try scrolling through videos which is something I just did recently which is how I found this issue.

Paul

[KachinaShadow]

@BrookeN 

Any updates on this issue?

It's really annoying when I'm looking through numerous videos taken over, let's say, a whole day to see if a certain vehicle was previously caught on camera only to have the video freeze or not load after viewing 7-10 videos then having to go back to the thumbnails and start from the video that would freeze or not load and having to do this every 7-10 videos.

From my last post...
"If you remember this post I did back in April - Solved: Videos From Web Portal Feed Will Not Load - Arlo Community (by the way the last entry in that post is what solved it, not the "solved" entry)...this has similarities to that issue where those videos wouldn't load right off the bat and now it takes scrolling through 8 to 10 videos before it basically does the same thing. Of course, at the time I thought it had been solved but it never occurred to me to try scrolling through videos which is something I just did recently which is how I found this issue."

Paul

[BrookeN]

I do not have any updates as of yet. 

[KachinaShadow]

What was previously 7-10 videos is now down to 4-5, so to scroll through videos to see if a certain vehicle or person has been captured previously is hopeless and certainly takes away one of the more important reasons to have a security camera system.

This only happens on the web portal which is what you'd want to use since your PC screen is a whole lot easier to view than the phone making it easier to actually see what you're scrolling through videos to find.

@JamesC 
Is this something that Arlo's aware of or that someone's tried to duplicate?

[BrookeN]

I have reached out to our development team to investigate this behavior. Have you tried a different browser by chance?

[KachinaShadow]

I haven't tried using my Chrome browser since Chrome won't play the 4K videos.

I did start working with L3 Support today on the issue...thanks for forwarding it to them 😁

[StephenB]

---

@KachinaShadow wrote:

I haven't tried using my Chrome browser since Chrome won't play the 4K videos.

Chrome will play them if the PC has  HEVC/H.265 hardware acceleration.  Intel and AMD 7th gen and later processors have this acceleration.  These were launched in 2016, so PCs sold in 2017 or later will likely have these processors.

Edge will play them if you have hardware acceleration and also installed the Microsoft HEVC extension (available in the microsoft app store). Microsoft charges $.99 for that.  Some laptops come with that extension preinstalled - the HP laptop I am using now came with it.

Firefox won't play them.

One test you can use is 

• https://tools.woolyss.com/html5-audio-video-tester/?u=woolyss.com/f/hevc-aac-caminandes-2.mp4

If this video plays, then your browser does support HEVC.

[KachinaShadow]

@StephenB 

Unfortunately, the processor is one generation earlier so it doesn't have the HEVC/H.265 hardware acceleration which is why I use Edge to run Arlo.

I guess since it also won't support a Windows 11 upgrade, and Microsoft is ending Windows 10 support soon, I'll end up with a new PC and won't have to worry about not having the hardware acceleration...unless of course I try the hack to bypass the processor issue and am able to install 11 on this PC, then I'll still be using Edge for Arlo, but that'll work for me 😎