topic Re: Arlo Pro 2 cameras , no videos in library in Arlo Pro 2

Arlo Pro 2 cameras , no videos in library. Motion detector lights up but no recording.

vizsla4084 — Wed, 10 Feb 2021 18:52:04 GMT

Up until about 3 weeks ago I was not having any issues.

Now, I am not getting any motion videos in my library.

This is the same whether I access via the iOS app or on my computer.

When I have the app open, I can go in front of one of the cameras and the motion detector lights up.

Once motion stops , the motion indicator stops but I never get any video in my library.

I spent about an hour on live chat with Support. They had me delete the app and then download it again. Then I had to set up the app again on my phone. That did NOT help the issue. Then they had me Factory Reset the base. Then I had to sync each camera again to the base. The worst part of all of this resetting is that it did NOT help the situation.

Has anyone had a similar experience and have you found a solution?

Re: Arlo Pro 2 cameras , no videos in library

jguerdat — Mon, 08 Feb 2021 14:32:49 GMT

How many cameras do you have on your account? Do you need a subscription? Do you have local storage set up on your base? Do you get recordings there?

Re: Arlo Pro 2 cameras , no videos in library

vizsla4084 — Mon, 08 Feb 2021 16:23:05 GMT

jguerdat,

I have 5 cameras on this base.

Yes, I have a Smart subscription.

Yes, I have local storage attached to the base.

Yes, the local storage shows the recordings.

No, the recordings do NOT go the my online My Library.

Thanks.

David

Re: Arlo Pro 2 cameras , no videos in library

vizsla4084 — Mon, 08 Feb 2021 16:26:00 GMT

The base model is VMB4000r3.

Firmware version is 1.16.4.3_3739_fbb05d3 .

Re: Arlo Pro 2 cameras , no videos in library

MikeAustralia — Tue, 09 Feb 2021 00:56:24 GMT

I have the same issue today.
I receive notifications but no video recorded to local or the cloud.
Starting to think Arlo devices are a total waste of money! Time to change to POE cameras.

Re: Arlo Pro 2 cameras , no videos in library

JessicaP — Wed, 10 Feb 2021 18:53:52 GMT

Hi vizsla4084,

I've sent you a private message to gather more information from you since you said you contacted the support team.

Hey MikeAustralia,

If you're not receiving any recordings from your local storage or the cloud, please contact the Support Team to further investigate this issue. You will find several options for contacting support in the provided link.