Missing screen (capture/shot)s and videos?

[ant]

Hello.

After 5 and 6 PM PDT today, I got e-mails about detected motions. There were no screen (capture/shot)s and videos in both iOS and web browsers. Did anyone run into this too? Older and newer videos after those two/2 were OK so far. Was there a server hiccup or something?

Thank you in advance. 🙂

[jguerdat]

Not sure it's the same thing based on your description but I've had 3 videos that show as blank on the app and web since last night.  All on the same camera. Attempting to download them gives me a failed download - "no file".

I was going to reset the camera but I'll wait for now.  As you said, videos from before, during and after are fine.

[ant]

---

jguerdat wrote:

Not sure it's the same thing based on your description but I've had 3 videos that show as blank on the app and web since last night.  All on the same camera. Attempting to download them gives me a failed download - "no file".

I was going to reset the camera but I'll wait for now.  As you said, videos from before, during and after are fine.

---

Yeah. Mine couldn't play and even show thumbnails.  Weird server glitches? 😕

[jguerdat]

Yup, exactly.

[ant]

---

jguerdat wrote:
Yup, exactly.

---

I guess it was a server glitch. We should contact Netgear support about this issue and thread,

Others, please post if you ran into it too.

[ant]

---

ant wrote:

Hello.

After 5 and 6 PM PDT today, I got e-mails about detected motions. There were no screen (capture/shot)s and videos in both iOS and web browsers. Did anyone run into this too? Older and newer videos after those two/2 were OK so far. Was there a server hiccup or something?

Thank you in advance. 🙂

---

I just got a response from NETGEAR support:

"... Hi Ant,

We are not aware of an outage. However, we will verify this with the appropriate department and we
will get back to you..."

Stay tuned...

[jguerdat]

Here's my response from support:

This case is related to case number 24937661. We will close this case for us to be able to concentrate with the previous case. 

We have forwarded your inquiries to the appropriate department and we will get back with you. 

[ant]

---

jguerdat wrote:

Here's my response from support:

This case is related to case number 24937661. We will close this case for us to be able to concentrate with the previous case. 

We have forwarded your inquiries to the appropriate department and we will get back with you. 

---

Thanks. I wonder who has 24937661. It's not mine (24937356).

[jguerdat]

Yeah, mine is xxxx626. Looks like the highest number wins. 😄

[Mage99]

Yesterday, I have 2 missing videos but everything after that was fine. However, this morning I noticed once again I have missing videos and in the e-mail screenshot they are missing as well. So far I have reset my base but I had 2 missing videos since then. Definitely need Netgear to look into this. I had the Arlo system for about two months and I have not experienced this issue until now. Thanks!

[ant]

---

Mage99 wrote:

Yesterday, I have 2 missing videos but everything after that was fine. However, this morning I noticed once again I have missing videos and in the e-mail screenshot they are missing as well. So far I have reset my base but I had 2 missing videos since then. Definitely need Netgear to look into this. I had the Arlo system for about two months and I have not experienced this issue until now. Thanks!

---

Yeah, same symptoms but I didn't reboot my base station.  Let's see what Netgear say about our issue.

[laurenc]

Hi ant (and Everyone),

Thank you all for contributing to this topic. It sounds like this issue is related to this Community post: https://community.netgear.com/t5/Troubleshooting/Blank-video-Sorry-This-Video-Cannot-Be-Played/m-p/2... Can you please confirm if you see any error messages when attempting to play video from the library? If so, what error message do you see?

We are currently investigating these reports and can provide an update as soon as we are able to identify and resolve the issue. 

Thank you all for reporting this issue!

Regards,

Lauren

Arlo Team

[Mage99]

---

laurenc wrote:

Hi ant (and Everyone),

Thank you all for contributing to this topic. It sounds like this issue is related to this Community post: https://community.netgear.com/t5/Troubleshooting/Blank-video-Sorry-This-Video-Cannot-Be-Played/m-p/2... Can you please confirm if you see any error messages when attempting to play video from the library? If so, what error message do you see?

We are currently investigating these reports and can provide an update as soon as we are able to identify and resolve the issue. 

Thank you all for reporting this issue!

Regards,

Lauren

Arlo Team

---

Hello Lauren, 

                  Thank you for looking into this. I don't really see an error but a white blank screenshot. When I tried to play it, it just says "Loading" and nothing happens. It seems that particular video is missing in the cloud as in your server. Thanks again. 

[jguerdat]

The app message is as reported - " Sorry this video cannot be played" while the web interface shows continuous "loading". Attempts to download results in failed download regardless of attempt.

[Mage99]

Ok folks, additional information that may help. When I received my e-mail for the motion alert, the accompanying screenshot is missing. Also, when I clicked on the link "Click here to see what is happening" I get an XML error as shown below:

This XML file does not appear to have any style information associated with it. The document tree is shown below.

<Error>

<Code>NoSuchKey</Code>

<Message>The specified key does not exist.</Message>

<Key>

d8e352f9_66b5_45c0_8799_2c9e15e971c0/336-1020545/48B14C70056D3/recordings/1427835135750.mp4

</Key>

<RequestId>50725359EAACED13</RequestId>

<HostId>

aYwDjyfPOyhvlRr26w+D6LfoPcPKAKXUYqF6PGihyugXusCYPWDUzxLEwvfKTJRDLo3Oa3DI0Vc=

</HostId>

</Error>

Hope this helps your investigation. Thank you!

[ant]

---

Mage99 wrote:

---

laurenc wrote:

Hi ant (and Everyone),

Thank you all for contributing to this topic. It sounds like this issue is related to this Community post: https://community.netgear.com/t5/Troubleshooting/Blank-video-Sorry-This-Video-Cannot-Be-Played/m-p/2... Can you please confirm if you see any error messages when attempting to play video from the library? If so, what error message do you see?

We are currently investigating these reports and can provide an update as soon as we are able to identify and resolve the issue. 

Thank you all for reporting this issue!

Regards,

Lauren

Arlo Team

---

Hello Lauren, 

                  Thank you for looking into this. I don't really see an error but a white blank screenshot. When I tried to play it, it just says "Loading" and nothing happens. It seems that particular video is missing in the cloud as in your server. Thanks again. 

---

Same here.

[ant]

---

Mage99 wrote:

Ok folks, additional information that may help. When I received my e-mail for the motion alert, the accompanying screenshot is missing. Also, when I clicked on the link "Click here to see what is happening" I get an XML error as shown below:

This XML file does not appear to have any style information associated with it. The document tree is shown below.

<Error>

<Code>NoSuchKey</Code>

<Message>The specified key does not exist.</Message>

<Key>

d8e352f9_66b5_45c0_8799_2c9e15e971c0/336-1020545/48B14C70056D3/recordings/1427835135750.mp4

</Key>

<RequestId>50725359EAACED13</RequestId>

<HostId>

aYwDjyfPOyhvlRr26w+D6LfoPcPKAKXUYqF6PGihyugXusCYPWDUzxLEwvfKTJRDLo3Oa3DI0Vc=

</HostId>

</Error>

Hope this helps your investigation. Thank you!

---

Same here.

[ant]

I just got another failure on 3/31/2015 3:15:52 PM PDT. Video download failed from arlos3-prod-z2.s3.amazonaws.com server:

This XML file does not appear to have any style information associated with it. The document tree is shown below.
      <Error><Code>NoSuchKey</Code><Message>The specified key does not exist.</Message><Key>9fdecebc_a96f_45b9_a5e3_4719e143dde3/100-1088065/48B14C7X099AE/recordings/1427840152513.mp4</Key><RequestId>AEE4EF8DFFCC9C46</RequestId><HostId>tIYLBmw0AWZwaTUJZIyLjlYfxOW5AyCPl3p9Kxa9S/Bm/0nacpTAi+ajJsvTfKBqFp2xaSukVWs=</HostId></Error>

[dl09092100]

I have been using Arlo for 5 days. Got 4 blank videos since 3/30 night. When clicked link from alert mails, got similar "NoSuchKey" XML error message. Spent hour with Netgear support and got no clue yet. It seems relating to amazon s3.

[ant]

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dl09092100 wrote:

I have been using Arlo for 5 days. Got 4 blank videos since 3/30 night. When clicked link from alert mails, got similar "NoSuchKey" XML error message. Spent hour with Netgear support and got no clue yet. It seems relating to amazon s3.

---

Yeah, there's nothing we can except wait for Netgear and/or Amazon to fix this on their end. Just be glad that there are multiple reports of this issue.

[ant]

FYI:

"... Update from NETGEAR:

Hi Ant,

We are aware of the issue and our Engineering team are doing a fix for it but ETA is not yet known.
Rest assured we will keep you
posted..."

[jguerdat]

Cross-posting since there's at least 3 threads in 3 forums about this issue.

Hmmm...  Knock on wood - no blank videos since last night.

[Mage99]

Just a quick update. After over 100 video captures from my hallway (Yes, busy hallway), there are no blank videos. It seems to be resolved but I guess we all have to wait for Netgear's confirmation regarding this issue. Thank you all for your contribution. 

[motoflyer]

Are any of you guys using 1 camera for motion and recording on another? I have a rule for Camera A to sense motion and start recording on Camera B. All my other videos show up except for this configuration. Camera B videos never show in my library. Am I missing something or is this a related bug to this discussion? Thanks for any feedback!

[jguerdat]

I just started doing this so only have limited experience.  Are you using an app (which OS?) or browser?  WHen using my Android app, I only see one video, seemingly random as to whether it's one camera or the other.  The browser shows both videos with no issues.  I'm using email notifications and with one exception get both video links emailed to me.