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Missing screen (capture/shot)s and videos?

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  • 28 Replies
  • ‎2015-03-30 06:42 PM
  • 26062 Views
  • 7 Likes
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ant
Mentor
Mentor
‎2015-03-30 06:42 PM

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. 🙂

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Message 1 of 29
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28 REPLIES 28
jguerdat
Guru Guru
Guru
‎2015-03-31 05:27 AM

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.

Message 2 of 29
25,887
ant
Mentor
Mentor
‎2015-03-31 07:50 AM
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? 😕

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Message 3 of 29
25,866
jguerdat
Guru Guru
Guru
‎2015-03-31 07:58 AM
Yup, exactly.
Message 4 of 29
25,862
ant
Mentor
Mentor
‎2015-03-31 10:48 AM
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.

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Message 5 of 29
25,828
ant
Mentor
Mentor
‎2015-03-31 12:25 PM
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...

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Message 6 of 29
25,797
jguerdat
Guru Guru
Guru
‎2015-03-31 12:47 PM

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. 

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Message 7 of 29
25,794
ant
Mentor
Mentor
‎2015-03-31 01:00 PM
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).

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Message 8 of 29
25,791
jguerdat
Guru Guru
Guru
‎2015-03-31 01:04 PM

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

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Message 9 of 29
25,789
Mage99
Guide
Guide
‎2015-03-31 01:15 PM

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!

Message 10 of 29
25,771
ant
Mentor
Mentor
‎2015-03-31 01:21 PM
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.

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Message 11 of 29
25,125
laurenc
Luminary
Luminary
‎2015-03-31 01:46 PM

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

Message 12 of 29
25,113
Mage99
Guide
Guide
‎2015-03-31 01:57 PM
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. 

 

Message 13 of 29
25,105
jguerdat
Guru Guru
Guru
‎2015-03-31 01:58 PM

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.

Message 14 of 29
25,104
Mage99
Guide
Guide
‎2015-03-31 02:06 PM

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!

Message 15 of 29
25,097
ant
Mentor
Mentor
‎2015-03-31 03:10 PM
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.

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Message 16 of 29
25,036
ant
Mentor
Mentor
‎2015-03-31 03:11 PM
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.

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Message 17 of 29
25,035
ant
Mentor
Mentor
‎2015-03-31 03:20 PM

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>

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Message 18 of 29
25,031
dl09092100
Aspirant
Aspirant
‎2015-03-31 04:57 PM

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.

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Message 19 of 29
24,994
ant
Mentor
Mentor
‎2015-03-31 05:13 PM
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.

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Message 20 of 29
24,983
ant
Mentor
Mentor
‎2015-03-31 05:47 PM

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..."

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Message 21 of 29
12,001
jguerdat
Guru Guru
Guru
‎2015-04-01 10:13 AM

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.

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Message 22 of 29
11,960
Mage99
Guide
Guide
‎2015-04-02 08:32 AM

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. 

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Message 23 of 29
11,904
motoflyer
Aspirant
Aspirant
‎2016-02-28 04:58 AM

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!

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Message 24 of 29
3,268
jguerdat
Guru Guru
Guru
‎2016-02-28 06:26 AM

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.

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Message 25 of 29
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Discussion stats
  • 28 Replies
  • ‎2015-03-30 06:42 PM
  • 26063 Views
  • 7 Likes
  • 10 In Conversation

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