Library Videos Will Not Play in Chrome on Windows or Chromebook

[DavidDalrymple]

Hello all! I am unable to play any videos recorded to the "library" on Chrome running on Windows 10 PC and also a Chromebook. It says they must be downloaded, which is obviously a pain 😉 Other discussions didn't provide any useful information. Both are running updated versions of Chrome.

[jguerdat]

That's a browser issue, not Arlo. 2k/4k videos don't play in Chrome but will in Microsoft Edge. Until Chrome adds the ability to directly view the videos at higher resolutions your choices are to download, use Edge or the app.

[DavidDalrymple]

Just tried it in Edge on Windows 10 and it does the exact same thing - can't play....must download.

[JamesC]

DavidDalrymple,

The be more specific, the device/browser you're using must support HEVC (High Efficiency Video Coding) to play back any content in 2K or 4K. For more information on this, take a look here: Which devices are supported for HEVC 4K or 2K playback?.

JamesC

[michaelkenward]

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@DavidDalrymple wrote:

Just tried it in Edge on Windows 10 and it does the exact same thing - can't play....must download.

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Just to confirm that it should work in Edge. Does here.

Mine tells me it is:

Microsoft Edge 44.18362.449.0

[Mikey94025 · Accepted solution]

I don't yet have my Arlo Pro 3, but Windows 10 cannot play HEVC videos until you install an extension from the Microsoft Store.  See: https://www.thewindowsclub.com/play-hevc-coded-videos-on-windows-10.  There is a free version and a $0.99 version: https://www.windowscentral.com/microsoft-now-charging-hevc-video-extensions.  I suggest trying both to see if this fixes your playback problem in the Edge browser.

The Arlo article discussing HEVC playback links to this website showing how the Edge browser can playback HEVC videos while Chrome and Firefox cannot: https://caniuse.com/#feat=hevc

[michaelkenward]

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@Mikey94025 wrote:

I don't yet have my Arlo Pro 3, but Windows 10 cannot play HEVC videos until you install an extension from the Microsoft Store. 

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That is not my experience.

I have installed nothing.

[StephenB]

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@michaelkenward wrote:

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@Mikey94025 wrote:

I don't yet have my Arlo Pro 3, but Windows 10 cannot play HEVC videos until you install an extension from the Microsoft Store. 

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That is not my experience.

I have installed nothing.

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I haven't needed the extension either, though it might be needed on a fresh install of version 1709 (which is what the  article link says).

Note that there are a couple of issues involved here.  One is whether your windows hardware (GPU) supports HEVC video or not.  All the extension does is allow you to use that hardware (if you have it).  It won't enable HEVC on all Win 10 systems.

The second issue is whether the hardware supports 2K or 4K playback, or if it is limited to 1080p.

4K playback support is also browser specific.  4K playback works on my own PC with Edge, but not with Chrome.  That's not just with my.arlo.com - I can't play 4K HEVC in Chrome even if I open the mp4 directly with Chrome.