iPhone XS Max On IOS 12 Is Not Playing Videos In Library

[Kevinleese49]

Hi I have just got the new iPhone XS max and it is synchronised to my cameras but it will not play my library videos but will play live events can you help please

[Fmello]

I ordered a eufyCam setup from kickstarter for the apartment I manage. If it works out as well as advertised, I'll recommend to my brother to replace the Arlo's at my mom's house. 

[bobesq]

Videos still not playing here on Apple iPhone XS Max!

[Fmello]

It's kinda weird that the app still worked after I upgraded to the iPhone XS Max. Something happened (I assume a firmware update) and afterwards my app was borked with the "Getting status..." message on all the camera views.

[ctrack]

Yeah, the cameras have been giving me problems lately. The problem with the Xs video and recently motion detection has been failing.

[Jaxnative]

I have the original Arlo cameras (5 cameras).. Running IOS 12. Videos show playing bit video does not move. I get notifications of activity. Downloaded videos play but are blank. My husband has a iphone 7 and it works fine. He is running IOS 12 too.

[Stefan24]

Same issue with the smaller iPhone XS - appears to play video from library, but seeing only a camera stillshot.  Video playback works from all other devices - laptops, earlier iPhone models, etc.  Is there an update coming for the new XS OS?

[ArmyJon]

Any luck on making Arlo work with IOs12? I have a new iPhone X’s and now the system is not recording nor do the videos play (only still image)

[Daskarzine]

Netgear/ARLO:

I have and pay for an ARLO subscription. I hope I will get a credit for the time I have not been able to use the service, as promised, on my iPhone?

Also, if I can make a suggestion - the amount of people for whom this isn't also working who haven't been able to find this thread may appreciate some sort of information in the support section that explains the issue? Basic customer service?

Also I'm sure you would be aware just what device your customers are using - send them a message or highlight in the app!! You're a tech company.

You're starting to lose me as a paying customer - I have 10 cameras and a subscription and am thinking of going.

[sportsfan75]

so a question to Netgear. Should i return my £1,000 phone, or my £600 cameras... not such a tough choice. 

[Hawiaiianeye196]

I'm having the same issue. 

[Hawiaiianeye196]

Please update your APP asap, we all rely on this to protect our families and homes. 

[Hawiaiianeye196]

Original wire free

iPhone XS Max

IOS 12.0

Downloading doesn't play either

[mdonia52790]

I have the Iphone X, all my motion that is recorded is just frozen and will not play in the video? Worked before just stopped working all of a sudden and also desktop version works fine

[mdonia52790]

I have the Iphone X, all my motion that is recorded is just frozen and will not play in the video? Worked before just stopped working all of a sudden and also desktop version works fine

[mdonia52790]

Another iPhone XS Max user here not being able to playback video.

I can live stream -but if I try to playback a saved video all I get is a frozen first frame.

When I download/ save the video to my iPhone XS Max all I get is a blank white screen video-

I have uninstalled and reinstalled the app- tried to troubleshoot both over WiFi and on LTE with no positive outcome!

Please address this ASAP- I love my Arlo and rely on it to keep me and my family safe! 

[Fmello]

Does anyone from Arlo monitor these threads at all?

[cjbeck]

Add me to the list of those who's vidoes will not play on their iPhone.

[joshwg78]

I hope Netgear fixes this issue soon or this will be the last product I will own of thiers. We were considering multiple of these cameras for our business and at this point there is absolultely no way we can even consdier them any longer.

With how quickly other companies are rolling out updates and fixes for thier apps, Netgear should have had this done already. Their response or lack thereof is also troubling. Especially for a product some people pay each month for and use for "security". Get with it Netgear.

[gilbo2]

For the record I have the same issues with iOS12 / XS, Arlo wirefree recordings will not play but Arlo Q's are fine.

[cjohan]

I have an iphone Xs and the videos won't play. I get the alerts, the video is showing in the library and when I select the video it starts and shows the progress bar but there is no movement. The video isn't actually playing. I can see the image of a person mid walk but the whole time the video "plays" there is no movement. 

The videos do work when checking from a desktop computer, just not on my phone. 

I have closed and re-opened the app, restarted the phone and deleted the app and reinstalled with no results. 

Phone is a brand new iphone Xs with OS version 12.0. 

[MasterT88]

My wife and I have the same Issue with our iPhone XS Max and iOS 12. It worked perfectly fine on the iPhone X. Thanks for opening this thread.

[cjohan]

Sorry, just now saw the other thread about this. I did search, I swear but nothing came up. Probably me. 

[cjohan]

Wow, so I'm glad to see I'm not the only one. Between the app crashing, cameras going offline and not being able to watch the video, I've just about had enough. I need a video system that I can count on. 

[Wfems05]

Ok since I am the original poster I have been able to see all of the comments. At one point a “Community Manager” replies that the engineers are aware of the problem and are working to resolve it. The same response was posted by some who had been able to reach tech support.

I agree that Netgear really needs to up their game, especially customer service.

I agree that this has been horrible for those of us who rely on these cameras. I found the problem while halfway across the country and got a notification of activity at my Front Door.

Prior to this I had actually been evaluating to go to 10 cameras from 5 to cover a blind spot outside and to have some inside in key locations. Maybe I should rethink that plan.

[Fmello]

Amazon has some 4k systems but they are wired and attach to a DVR-like box. The benefits besides the 4k is that you wouldn't need to recharge camera batteries and need wifi for the system to work. The downside would be the hassle of wiring up your business or home to take advantage of that kind of system.