Videos From Web Portal Feed Will Not Load

[KachinaShadow]

Videos from feed will not load on the web portal but they load instantly on the app (app is connected to wifi which uses the same cable modem internet connection as the PC). Web portal videos have been slow to load ever since I've been on the new interface but today it won't load at all. Note that the old interface would load videos from library instantly.
Two pics attached...one of screen when trying to load from web portal feed (even after 5 minutes) and one of my internet speed numbers from Ookla.

[KachinaShadow · Accepted solution]

Apparently all of the thumbnails on the web portal feed have to be loaded to the feed page prior to selecting one to play. The past three days I had roofers here so there were hundreds of thumbnails to load which is why trying to view one on the web portal, while they were still loading, resulted in the video not loading to play.
There seems to be no issue with the feed videos on the app...they can be viewed immediately upon going to feed.

[KachinaShadow]

Mark this as NOT SOLVED! I've been trying to load and play videos from the "Feed" for over a half hour and can view NONE even after letting the thumbnails load for over 10 minutes at a time and about a fourth of the thumbnails are just blank and show no image. 
Strangely enough it's all working just fine in the app.
Frustrating to say the least 😖

[BrookeN]

The development team is looking into this. I will update as soon as possible. 

[BrookeN]

Can you please Dm me the device serial number?

[KachinaShadow]

@BrookeN 

This issue is with the web portal via my PC.

Which device serial number would you like...the base?

[BrookeN]

@KachinaShadow I need the serial number of the devices that are not showing the videos in the feed. Please send those via dm. 

[KachinaShadow]

@BrookeN 

Hi Brooke,
It's not really device specific...sometimes I can play videos from the feed (for any of the four devices) just fine and sometimes it takes some time, after clicking on the thumbnail, for the video to load and sometimes (like right now) the thumbnails for all of the devices are there and showing but none of them will load (see my first post at the beginning of this thread) and other times there will be some thumbnails that are blank and missing the actual thumbnail image.
This is only an issue on the web portal and not on the app. I just went to the app and all thumbnails loaded just fine and all, regardless of device, load and play immediately with no issue and so I went back to the web portal and those same thumbnails (in fact any and all thumbnails) will not load and play which is why I say that it is not any particular device but only an issue with the web portal.
Note that sometimes the web portal has no issues with loading and playing the videos from thumbnails (which is why, in my second post, I flagged this as "solved" but later found that the problem was back) and sometimes I have to go to the app in order to view the videos...it seems to be an intermittent thing. You'll also see, in my first post of this thread, a screenshot showing my upload & download speeds which I have checked again when this issue is happening, and they have remained essentially the same as shown in the screenshot.
If you still need the device serial numbers please let me know and I forgot to mention that the three cameras (Two Pro3's & one Ultra2) all go through the base/hub while the wired doorbell camera is connected via Wi-Fi.
Paul

[KachinaShadow]

@BrookeN 
Not sure if you saw the PM that I sent you on May 28th but as of that date I can no longer view anything but live feeds on the web portal...none of the videos will load.

[KachinaShadow]

@BrookeN 

Brian in support had me "clear the browser cache and history" and after using the web portal for a couple of days it would appear that the problem is now SOLVED 😀

[BrookeN]

I am so happy to hear that. Have a great rest of your day.