topic Re: Pro 2 in Arlo Pro 2

Pro 2 not receiving recordings in library

Ivychiu — Thu, 06 Jan 2022 19:27:44 GMT

I am no longer getting any videos. I get alerts, but no video recordings in the library (despite a notification tag).

It stopped about 6 days ago (26th December ).

I have rebooted the system and all the cameras, but nothing has changed.

Re: Pro 2

Dannybear — Sun, 02 Jan 2022 07:20:25 GMT

Do you have any newer cameras than the pro2 or subscriptions on any cameras? If the subscription has run out this could be why.
Can you live view the affected cameras, if so can you manually record to the cloud library?

Re: Pro 2

Ivychiu — Sun, 02 Jan 2022 18:51:03 GMT

I do have one pro 3 flashlight has same issue. I can’t live view any of my cameras. I do have subscription ,and I deleted a lot of my old records nothing works. There is one thing kind of odd to me is that after I removed the cameras then added the back, it still keeps the screen shot since it stopped working, and it shows connecting but never works.

Re: Pro 2

Dannybear — Sun, 02 Jan 2022 21:46:53 GMT

If you’re subscription plan has not expired then try removing the cameras from the subscription plan and re-add. Do the same with the spotlight.
Maybe try going back to a single camera without subscription to see if this will work.
Lastly you have the option to contact Arlo’s support system for help.

Re: Pro 2

Ivychiu — Wed, 05 Jan 2022 00:52:20 GMT

I tried live chat, but 2 agents hang up during the process... I couldn't find the phone number anywhere els.

Re: Pro 2

Dannybear — Wed, 05 Jan 2022 01:12:19 GMT

I guess it’s possible that arlo has now pulled phone support. You should have the option within the arlo App under settings, support, system.

Re: Pro 2

dcfox1 — Wed, 05 Jan 2022 18:58:44 GMT

@Dannybear wrote:
I guess it’s possible that arlo has now pulled phone support. You should have the option within the arlo App under settings, support, system.

They didn't pull phone support, but you now need a subscription for the option to show up in the app.