topic Re: Arlo Pro - all my cameras and data disappeared from Arlo website and app in Arlo Pro

Arlo Pro - all my cameras and data disappeared from Arlo website and app

Aecheathamjr — Tue, 16 Jan 2018 19:38:05 GMT

I logged onto Arlo today via my iphone app and all of my data was no longer there- all 5 of my cameras were no longer showing and none of the library information was there. I logged into the website and had the same results. Curious as to why my data would have been deleted?

Re: Arlo Pro - all my cameras and data disappeared from Arlo website and app

TomMac — Tue, 16 Jan 2018 20:21:35 GMT

Possibly related to this thread?

https://community.netgear.com/t5/Arlo-Pro/Since-last-night-I-have-no-cameras-via-the-Arlo-site/m-p/1487636/highlight/true#M30456

Re: Arlo Pro - all my cameras and data disappeared from Arlo website and app

jguerdat — Wed, 17 Jan 2018 01:13:05 GMT

Seems like you need to reset the base and use the Add Device button to add the base and sync the cameras.

Re: Arlo Pro - all my cameras and data disappeared from Arlo website and app

ChristineT — Wed, 17 Jan 2018 05:44:47 GMT

Hello Arlo Community,

We are currently investigating a report from a small handful of users where their cameras are no longer appearing in the Arlo portal. We have confirmed that reclaiming the Arlo Base Station and resyncing the camera(s) resolves this issue. If you run into any issues with adding the base station back to your existing Arlo account we recommend a factory reset and try again. For more information on how to factory reset the Arlo base station please visit: How can I reset my Arlo base station to the default values?

After performing a factory reset on the Base Station, make sure the Power LED and Internet LEDs are solid green
If first two LEDs are not solid green and need assistance troubleshooting please visit:https://kb.arlo.com/996/My-Arlo-base-station-is-offline-how-can-I-troubleshoot-it
Once the Base Station is online, log into your Arlo account
Click Add Device and follow the on screen instructions
Sync the camera(s) to the Base Station. For instruction on how to sync your camera(s) please visit: https://kb.arlo.com/987/How-do-I-set-up-and-sync-my-Arlo-Wire-Free-cameras
Your Arlo system should now be up and running with the ability to live stream, arm and record as expected
You may need to recreate any custom modes and rules that you previously created. For more information about modes and rules please visit: https://kb.arlo.com/1019331/How-do-I-create-a-mode-with-different-rules-for-each-Arlo-Wire-Free-or-Arlo-Pro-Wire-Free-camera

We sincerely apologize for any inconvenience this has caused.

Best Regards,

ChristineT

Re: Arlo Pro - all my cameras and data disappeared from Arlo website and app

irwinscheineson — Wed, 17 Jan 2018 12:21:26 GMT

Small group my ass. Everyone I know lost their data and were taken offline. How did this happen? some of my base stations are 1000 miles away, can I restart them remotely? I think not. Once again, you guys suck.