If you encounter the “Could not load video“ error when attempting to access the live view of cameras or doorbells on Brilliant, follow the steps below for troubleshooting.
Step 1: Check if the live view is accessible on your partner app. If not, confirm that your device is plugged in, charged, and connected to Wi-Fi. If not, please contact the manufacturer.
Step 2: For devices connected through the SmartThings integration, check if the live view can be accessed from the SmartThings app. If not, please contact SmartThings support.
Step 3: For devices connected through the SmartThings integration, check if the resolution is configured to be 1080p or below. View the Resolution Requirement section below for further instructions.
If the issue still persists after the steps listed above, please contact Brilliant support at email@example.com.
For Arlo devices, follow the steps below on the Arlo app:
Log in to your Arlo mobile app.
Tap on the gear icon for the doorbell/camera.
Select Video Settings.
Select Video Quality to be 1080x1080 or below.
For other devices, please find the video configuration settings from your manufacturer app.