topic Re: Recording keep disappearing? in Arlo Pro

Recording keep disappearing?

Spaceninja — Mon, 15 Jan 2018 13:22:03 GMT

I’ve had this arlo pro system for a little of a month. Everything was working fine besides the red tint on one of the cameras. However, it was recording just fine until a few days ago, everytime I click on recordings it erases them or they just disappear. It’ll show that I do have recorded footage but as soon as I click on the feature to check recordings they vanish? Anyone else having this issue?

Re: Recording keep disappearing?

jguerdat — Mon, 15 Jan 2018 13:27:48 GMT

Are you using the library in the app or a browser or clicking on links in an email notification?

Re: Recording keep disappearing?

Spaceninja — Mon, 15 Jan 2018 13:40:44 GMT

I’m using the library in the app.

Re: Recording keep disappearing?

Spaceninja — Mon, 15 Jan 2018 13:43:13 GMT

See how in the first picture there showed several recordings. Now I click on the library and they are gone.

Re: Recording keep disappearing?

TomMac — Mon, 15 Jan 2018 14:19:12 GMT

Unistall and reinstall the app.

If possible ,check on a web browser / computer to see if the files are in the Library.

https://arlo.netgear.com/

Re: Recording keep disappearing?

Spaceninja — Mon, 15 Jan 2018 17:00:05 GMT

Thank you I will try that.

Re: Recording keep disappearing?

Spaceninja — Mon, 15 Jan 2018 17:05:39 GMT

Didn’t work, as you can see it shows at the bottom in red 15 videos recorded but the aren’t showing up.

Re: Recording keep disappearing?

jguerdat — Mon, 15 Jan 2018 20:08:33 GMT

In this image you have the filter set in the library. That's the funnel icon filled in green. Click on it and reset and save it to get an empty icon. You should then see all videos for the day. The filter gets set when you click on the numbered circle for a camera in the Devices tab.

Re: Recording keep disappearing?

steve_t — Mon, 15 Jan 2018 20:57:37 GMT

As jguerdat said, this funnel is solid green meaning you have a library filter on for a specific camera. Click the funnel and reset the filter so no boxes are checked. The library will then show all recordings

Re: Recording keep disappearing?

Spaceninja — Mon, 15 Jan 2018 22:08:29 GMT

I’ve reset the filter Individually to each camera “reset” and “done” and in the library. Still not holding recording. It’ll show I have recording available but when I hit the library icon they disappear.

Re: Recording keep disappearing?

Spaceninja — Mon, 15 Jan 2018 22:13:09 GMT

Forgot to mention, I reset each camera individually, and when I check the each camera again the funnel icon is green again? Like it’s not resetting. However the library funnel is clear.

Re: Recording keep disappearing?

steve_t — Mon, 15 Jan 2018 23:26:13 GMT

When you're in your Devices tab, if you click the number of recordings in the circle above each camera, it'll open the library with the filter on for that particular camera. If you've freshly opened the app, clicking the library tab should show everything

Re: Recording keep disappearing?

Spaceninja — Mon, 15 Jan 2018 23:34:40 GMT

I’ve tried everything suggested here. Nothing is working 😞
I’ve tried rebooting, I’ve tried resetting, I’ve deleted the app and reinstalled it. Nothing, still continues to show the number of recording but then when I click on it, the disappear.

Re: Recording keep disappearing?

steve_t — Tue, 16 Jan 2018 00:04:04 GMT

Did you try through your web browser on a PC?

Re: Recording keep disappearing?

Spaceninja — Tue, 16 Jan 2018 02:00:57 GMT

Yes, still shows a recording and once I click on the library tab it disappears. This is pretty frustrating.

Re: Recording keep disappearing?

steve_t — Tue, 16 Jan 2018 02:42:02 GMT

Have you power cycled your base at any stage?

Re: Recording keep disappearing?

Spaceninja — Tue, 16 Jan 2018 03:40:08 GMT

Yes! Twice, still having issue.

Re: Recording keep disappearing?

steve_t — Tue, 16 Jan 2018 03:56:37 GMT

I guess this is where you need to open a ticket with support if you haven't already. Sorry we couldn't be more help

Re: Recording keep disappearing?

Spaceninja — Tue, 16 Jan 2018 04:14:07 GMT

Thank you I appreciate all the help.

Re: Recording keep disappearing?

jguerdat — Tue, 16 Jan 2018 13:57:39 GMT

Spaceninja wrote:
Forgot to mention, I reset each camera individually, and when I check the each camera again the funnel icon is green again? Like it’s not resetting. However the library funnel is clear.

This may be the root of the problem. Instead of clicking on the numbered circle for a camera in the Devices tab, which will reset the number back to 0, simply use the library tab. Ensure the filter is cleared. All videos should then be seen.

If you click on a camera's numbered circle, it turns the filter on by default to only show the single camera's videos.