topic Re: Is the Cloud Up? in Arlo Pro

Is the Cloud Up?

No88Fan — Fri, 15 Nov 2019 17:07:11 GMT

Is the cloud up? I have three cameras that show, on the Devices page, images that were from about 20 minutes ago. Yet the Library page doesn't show any such videos from that time frame. The latest Library video is over an hour old.

Re: Is the Cloud Up?

JamesC — Fri, 15 Nov 2019 18:58:46 GMT

No88Fan,

No outages are being reported. Are you able to stream and make manual recordings?

JamesC

Re: Is the Cloud Up?

No88Fan — Fri, 15 Nov 2019 20:42:46 GMT

I just made a manual video and photo and they both showed up in my Library right away. But prior to that, the latest video in the Library was 3 hours old when the camera image on the Devices page showed 20m ago. Should that image from 20m ago not have been stored in the Library?

Re: Is the Cloud Up?

Phoney49 — Sat, 16 Nov 2019 01:43:44 GMT

I also had 2 incidents today of one on my dogs detected (Alexa warned me and I looked), but no notification or video saved by Arlo? Maybe they didn't hit the activity Zone??

Re: Is the Cloud Up?

michaelkenward — Sat, 16 Nov 2019 12:11:23 GMT

Here is the Arlo system status.

Quite what it tells us is not clear. For example, it does not warn people about any of the known issues that the techies are working on.

Re: Is the Cloud Up?

Mavila503 — Tue, 19 Nov 2019 04:39:54 GMT

It's 11/18/2019. Is the cloud still down? I am not getting any notifications and videos are not recording/saving.

Re: Is the Cloud Up?

Phoney49 — Tue, 19 Nov 2019 05:23:26 GMT

You need to contact support.
https://www.arlo.com/en-us/support/

The cloud has not been down.

Re: Is the Cloud Up?

Mavila503 — Tue, 19 Nov 2019 05:28:03 GMT

I've already been on the phone with two different techs. They both kept having me pull batteries out, restarting the hub and reinstalling the cameras. Non of this worked. Unfortunately my cameras stopped recording after the 11/7/19 update. Luckily I have Ring cameras covering the exterior of my home. At least they work.

Re: Is the Cloud Up?

JamesC — Tue, 19 Nov 2019 17:03:32 GMT

Mavila503,

Are you using the default "Armed" mode or a custom mode? Are you able to live stream and manually record?

JamesC

Re: Is the Cloud Up?

Mavila503 — Wed, 20 Nov 2019 22:47:20 GMT

JamesC,

I typically use the GeoFencing mode as I like it to arm when I am leaving my residence. A lot of the times it will not disarm when I reenter the set zone which is how I found out my cameras stopped recording. Since finding this issue, I have set it to Arm and it doesn't notify or record. I have set a custom mode and it doesn't notify or record. When the lights are off and it is armed, I can see the IR lights turn on as if it is recording however, it doesn't notify or record.

I am able to live stream and manually record.

Re: Is the Cloud Up?

JamesC — Thu, 21 Nov 2019 18:29:25 GMT

Mavila503,

Given the troubleshooting steps you've already taken, it seems this issue will require more in-depth investigation. Do you have an open support ticket I can reference/escalate?

JamesC

Re: Is the Cloud Up?

mamarcac — Thu, 21 Nov 2019 19:04:58 GMT

@JamesC wrote:

Mavila503,

Given the troubleshooting steps you've already taken, it seems this issue will require more in-depth investigation. Do you have an open support ticket I can reference/escalate?

JamesC

Arlo's cloud absolutely is having issues. There was a complete outage on 11/18, I was awake when it happened and web, app, everything went dark. Down Detector reflected this with all of the users reporting the outage.

The Arlo status page is useless, it showed "All Good" when literally nothing was accessible to anyone a couple days ago.

Please stop telling people it's their systems that are the problem.

Re: Is the Cloud Up?

mamarcac — Thu, 21 Nov 2019 19:03:13 GMT

@Phoney49 wrote:
You need to contact support.
https://www.arlo.com/en-us/support/

The cloud has not been down.

You are dead wrong and stop telling people to waste their time contacting Support. I was awake when the outage happened.

Get informed before spouting off bad advice to people here.

Re: Is the Cloud Up?

mamarcac — Thu, 21 Nov 2019 19:05:53 GMT

Re: Is the Cloud Up?

Mavila503 — Thu, 21 Nov 2019 19:30:06 GMT

JamesC,

No. Case # 41273021, 41273146 and the other are closed.