topic Re: HELP!! Arlo pro NOT retrieving December 2021 - 1/2/2022 video in Arlo Pro

Missing recording in library

qrader772 — Thu, 06 Jan 2022 01:47:19 GMT

I would like to see a video from December 2021 but everything is gone. It's January 2022. How do I retrieve it?

Re: Arlo pro retrieving video in December and it's January

jguerdat — Sun, 02 Jan 2022 15:19:25 GMT

Click on the left-pointing arrow or < next to the month to change.

Re: Arlo pro retrieving video in December and it's January

qrader772 — Sun, 02 Jan 2022 15:22:28 GMT

There is no arrow next to January.

Re: HELP!! Arlo pro NOT retrieving December 2021 - 1/2/2022 video

qrader772 — Sun, 02 Jan 2022 16:27:34 GMT

So, let me ask this another way...

This morning (January 2, 2022) I wanted to go back to a video from December 2021, and when I pulled up the specific camera to look back at the footage on a particular day the back arrow next to the current month (January) is not there. I do not know how to get the footage from December 2021.

I read over some troubleshooting articles on Arlo's website before starting this thread. So here I am...
I have an Arlo Pro.

Thank you in advance for your help.

Re: HELP!! Arlo pro NOT retrieving December 2021 - 1/2/2022 video

arlormn — Sun, 02 Jan 2022 17:33:19 GMT

I'm experiencing the same issue

Re: HELP!! Arlo pro NOT retrieving December 2021 - 1/2/2022 video

dcfox1 — Sun, 02 Jan 2022 18:50:35 GMT

If your using the web portal In the upper left is December with an arrow. Click on that arrow and it will take you to Dec. In the IOS app you should still see the previous Dec dates (28,29,30 for example) or scroll right for the dates not on the screen.

Re: HELP!! Arlo pro NOT retrieving December 2021 - 1/2/2022 video

arlormn — Sun, 02 Jan 2022 18:53:24 GMT

As qrader772 mentions, there is no arrow around the month of January, or anywhere on the page to change the month back to December.

Re: HELP!! Arlo pro NOT retrieving December 2021 - 1/2/2022 video

dcfox1 — Sun, 02 Jan 2022 19:00:24 GMT

@arlormn wrote:
As qrader772 mentions, there is no arrow around the month of January, or anywhere on the page to change the month back to December.

Are you using the web portal or app? I just tried both. They do work different as I posted. As I said it the arrow is at December in the upper left in green, not January for the web Portal as another posted said.

Re: HELP!! Arlo pro NOT retrieving December 2021 - 1/2/2022 video

arlormn — Sun, 02 Jan 2022 19:12:57 GMT

Thank you, dcfox1.

The issue is present in both the web portal and mobile app. There is no arrow in either, as one would normally see pre-January 2022.

Re: HELP!! Arlo pro NOT retrieving December 2021 - 1/2/2022 video

dcfox1 — Sun, 02 Jan 2022 19:26:31 GMT

@arlormn wrote:
Thank you, dcfox1.
The issue is present in both the web portal and mobile app. There is no arrow in either, as one would normally see pre-January 2022.

There is no arrow in the app. you should see the dates at the top and I can see December dates for the end of the month and if I scroll right it goes to previous dates. On IOS at least.

The December arrow in the upper left is just on the Web Portal. Not sure if you lost previous recordings or what. You can try reinstalling the app perhaps.

Re: HELP!! Arlo pro NOT retrieving December 2021 - 1/2/2022 video

arlormn — Sun, 02 Jan 2022 19:28:39 GMT

Not seeing any month other than January. I'm using Android. Also tried Chrome and Edge on the PC.

Re: HELP!! Arlo pro NOT retrieving December 2021 - 1/2/2022 video

dcfox1 — Sun, 02 Jan 2022 20:57:50 GMT

@arlormn wrote:
Not seeing any month other than January. I'm using Android. Also tried Chrome and Edge on the PC.

You should contact support in the App under settings-support since it works fine for me as I described in App and Portal (the steps are different). Only thing I can think of is make sure you don't have any filters on in the library.

Re: HELP!! Arlo pro NOT retrieving December 2021 - 1/2/2022 video

StephenB — Mon, 03 Jan 2022 01:41:34 GMT

@arlormn wrote:

Not seeing any month other than January. I'm using Android. Also tried Chrome and Edge on the PC.

Do you have a subscription?

If not, you'd only have 7 day retention. If there were no December recordings within the 7-day limit, then you won't see the control (since there are no recordings available for that month).

Re: HELP!! Arlo pro NOT retrieving December 2021 - 1/2/2022 video

arlormn — Mon, 03 Jan 2022 02:46:03 GMT

No subscription but there was a recording within the 7-day limit

Re: HELP!! Arlo pro NOT retrieving December 2021 - 1/2/2022 video

jguerdat — Mon, 03 Jan 2022 13:50:09 GMT

Do you have a filter set in the library? If so, clear it so you see all videos and see if that helps.