topic Re: Arlo Pro Not Recording in Arlo Pro

Arlo Pro Not Recording

dB20 — Mon, 27 Aug 2018 22:29:57 GMT

I have 10 cameras and 2 base stations (5 cameras per base station). This system has worked flawlessly for over a year, however, 3-4 months ago it stopped recording video on random cameras. I can’t pinpoint the firmware rev when the problem started happening. The camera detects fine as the still picture in the device panel updates along with the time but no video. The only way to get it out of this state is to cycle the mode (armed->disarmed->armed) then all works fine for hours until it happens again. The latest firmware is running in all cameras and base stations.

Re: Arlo Pro Not Recording

ShayneS — Mon, 27 Aug 2018 22:30:18 GMT

Hi dB20,

Does this problem persist if you switch out the cameras you have in that area?

Re: Arlo Pro Not Recording

dB20 — Wed, 29 Aug 2018 03:02:03 GMT

I have not tried that. I can swap the cameras from other locations to put different ones in those areas.

Re: Arlo Pro Not Recording

Gman171 — Wed, 26 Sep 2018 16:57:13 GMT

Currently I am receiving alerts that there is a event on the camera but no recording is being stored. This is a recent discrepancy. The most recent firmware is being used that I can tell.

Re: Arlo Pro Not Recording

ShayneS — Wed, 26 Sep 2018 17:23:31 GMT

Gman171,

Have you tried to reboot the base station and test again to see if the problem persists?

Re: Arlo Pro Not Recording

dB20 — Fri, 28 Sep 2018 01:33:53 GMT

I’m seeing the same issue and have reset the base station several times. I still occasionally see the issue on most of my cameras including the ones very close to the base station. The behavior hasn’t changed after a reset. Is there any way to have insight to a base station log that may help us debug this issue?

Re: Arlo Pro Not Recording

ShayneS — Fri, 28 Sep 2018 15:28:03 GMT

dB20,

When you mention you reset the base station, Did you perform a reboot by pressing the power button or did you factory reset with a pin?

Re: Arlo Pro Not Recording

Paul72388 — Sun, 30 Sep 2018 01:15:30 GMT

I’m having the exact same issue. I reset and rebooted. Still not working..

Re: Arlo Pro Not Recording

Paul72388 — Sun, 30 Sep 2018 01:19:03 GMT

Is it possible Arlo needs to update the software?

Re: Arlo Pro Not Recording

Paul72388 — Sun, 30 Sep 2018 01:22:41 GMT

I’ve tried every troubleshooting step mentioned in this conversation. Still not working.

Re: Arlo Pro Not Recording

dB20 — Sun, 30 Sep 2018 05:24:53 GMT

Power button. Have not tried factory reset.

Re: Arlo Pro Not Recording

ShayneS — Mon, 01 Oct 2018 22:55:49 GMT

dB20, Paul72388,

Have you tried to remove & re add the camera(s) to the base station and test again?

Re: Arlo Pro Not Recording

Paul72388 — Tue, 02 Oct 2018 00:05:20 GMT

Yes, still having the same issue. Like I said before. This seems like arlo needs to update it software to fix this bug.

Re: Arlo Pro Not Recording

jguerdat — Tue, 02 Oct 2018 13:04:34 GMT

Sometimes it's just faster/easier to factory reset and start fresh to clear out weirdnesses.

Re: Arlo Pro Not Recording

Paul72388 — Tue, 02 Oct 2018 15:08:43 GMT

Yes except after factory reset, the problem is still occurring.

Re: Arlo Pro Not Recording

ShayneS — Tue, 02 Oct 2018 17:43:30 GMT

Paul72388,

Do to the amount of issues described I have opened a case for you. I will contact you via private message with further information.

Re: Arlo Pro Not Recording

kayak39 — Wed, 03 Oct 2018 02:27:30 GMT

I am having the same issue. It only appears to be on one camera. I have done all recommend suggestions as well.

Re: Arlo Pro Not Recording

Paul72388 — Wed, 03 Oct 2018 19:53:59 GMT

Thanks for opening the case. How long will it take to resolve this issue? Seeing how this issue is a widespread problem for many of arlos customers. I would hope Arlo is making it a top priority to resolve this issue. Everyday we wait, you are making the security of our homes and businesses vulnerable.

Re: Arlo Pro Not Recording

Redmoonstar — Thu, 04 Oct 2018 11:19:04 GMT

I have been having the same issue for 5 days and am currently travelling the Australian outback so am unable to reset my base. My schedule that has beem working for months suddenly disarms in the morning even though the schedule is set to be armed. I am getting notifications for motion but no video's. I have tried with the PC running chrome and the android app. I have to reboot the base every day to get it to record and take it off schedule. This is a problem as I am not always in internet range so my house goes unprotected until I can reset the base. NOT GOOD while being away for 6 weeks!

Re: Arlo Pro Not Recording

Paul72388 — Sun, 07 Oct 2018 20:33:41 GMT

To Everyone having the same issue as I am: I just spoke with Arlo customer service, they said anyone using the new iPhone to view their cameras is having this issue because they haven’t updated the firmware for the new iPhone yet. They said they are working on the update and will have it available for download as soon as possible. Also, if you want to view your video, just use a different device for now until the update is available.