topic Re: No motion detection recordings for over a week following 30 minute power outage. in Arlo Pro 2

No motion detection recordings for over a week following 30 minute power outage.

philthedisc — Tue, 09 Jul 2024 11:20:20 GMT

I setup an Arlo Pro2 Wireless Home Security Camera System CCTV 3 Camera Kit, VMS4330P plus an extra camera for a vulnerable relative back in September 2020 and it has worked flawlessly savings recordings for up to 7 days in the cloud until last Monday 1st July 2024, when there was a 30 minute power outage. Since then there have been no motion detection recordings at all. The system has come back online as I can see the live still image on Video Settings for each camera. Coincidentally, I've seen on the support page that there is an ongoing issue with recordings for Arlo Pro 2 cameras all week long as well, so am wondering if the power outage is a red herring. As I am located 100s of miles away, I am not sure what I can do to fix it as it seems I must be at the location to perform adding back removed devices, so I've not yet tried removing devices. The support phone number which I called back in 2020 does not seem to be in use any more and I cannot find any email support either. If you have some suggestions, I would be very pleased to hear. Thanks in advance.

Re: No motion detection recordings for over a week following 30 minute power outage.

jguerdat — Tue, 09 Jul 2024 12:33:55 GMT

As with all the other threads you mention, various legacy cameras have had an issue with cloud recordings. Currently there are 3 alternatives:

1) Remove one camera and sync it back to the account to see if that helps. If not -

2) Remove all devices from the account and add them back as if new.

3) Since you're remote and the above is a PITA in the first place, the mods here can run a "backend sync" which somehow corrects the issue and is non-destructive from your perspective. I'll tag the mods here but they may need to contact you via DM for the account login name for this to work so keep checking here. @JamesC , @ShayneS , @BrookeN

Re: No motion detection recordings for over a week following 30 minute power outage.

BrookeN — Tue, 09 Jul 2024 13:59:05 GMT

@philthedisc please watch the cameras throughout the day and let me know if the behavior has been resolved.

Re: No motion detection recordings for over a week following 30 minute power outage.

philthedisc — Tue, 09 Jul 2024 18:17:15 GMT

Thanks @jguerdat and @BrookeN ,

There are still no recordings. Do you need any additional information to effect a soft reset for my system?

I've just realised that one other thing has changed and that is when I login. Since this problem started last Monday, two stage authentication no longer happens and I get straight through to see that no recordings are happening still.

Re: No motion detection recordings for over a week following 30 minute power outage.

BrookeN — Tue, 09 Jul 2024 19:35:28 GMT

Have you tried restarting the devices within the app?

Re: No motion detection recordings for over a week following 30 minute power outage.

philthedisc — Tue, 09 Jul 2024 21:35:16 GMT

Does the app work differently from using my.arlo.com with a web browser (safari on a mac) ?

If by restarting, you mean, disarming then arming the system and each device on - off - on, then I did this a week ago, with no change seen. Otherwise, please share how I can restart the devices.

Thanks

Re: No motion detection recordings for over a week following 30 minute power outage.

BrookeN — Tue, 09 Jul 2024 22:47:32 GMT

My.Arlo.com ~ Devices ~ Choose the Camera ~ then the gear shift ~ click on the name of the camera up top. ~ Then restart

Re: No motion detection recordings for over a week following 30 minute power outage.

philthedisc — Wed, 10 Jul 2024 09:15:35 GMT

When I hover over the name at the top, a hand appears but when I click, there is no apparent response. I dont see the word restart or restarting appear. Does it restart but because I'm not at the location, I just dont know?

The name appears also below the image of the camera on that page, but all you can do there is change the name of the camera using the pen!

Re: No motion detection recordings for over a week following 30 minute power outage.

jguerdat — Wed, 10 Jul 2024 13:10:25 GMT

I find that sometimes I have to click on the words themselves. There should also be a ">" on the right you can try.

Re: No motion detection recordings for over a week following 30 minute power outage.

philthedisc — Wed, 10 Jul 2024 14:19:35 GMT

All that I am seeing at the top of the screen after clicking the gear symbol is

"Shared Devices" "Name of camera"

There's a light grey vertical bar between Shared Devices and the name of the camera.

I dont see any ">" symbol at all.

Like I said, a hand does appear when I hover over the name, but clicking does not produce any visible response on the screen.

Re: No motion detection recordings for over a week following 30 minute power outage.

philthedisc — Wed, 10 Jul 2024 14:26:24 GMT

Further, I do see > symbols below, but nowhere do I see the words Restart.

I see Device Info, Video Settings and Audio Settings, and even within those pages I do not see the word Restart.

Re: No motion detection recordings for over a week following 30 minute power outage.

StephenB — Wed, 10 Jul 2024 18:40:25 GMT

@philthedisc wrote:

I setup an Arlo Pro2 Wireless Home Security Camera System CCTV 3 Camera Kit, VMS4330P plus an extra camera for a vulnerable relative back in September 2020 and it has worked flawlessly savings recordings for up to 7 days in the cloud until last Monday 1st July 2024, when there was a 30 minute power outage. Since then there have been no motion detection recordings at all. The system has come back online as I can see the live still image on Video Settings for each camera.

As I am located 100s of miles away, I am not sure what I can do to fix it

The mods - @BrookeN , @JamesC , @ShayneS - can do a resync remotely, so I am tagging them.

Re: No motion detection recordings for over a week following 30 minute power outage.

BrookeN — Wed, 10 Jul 2024 18:43:32 GMT

Watch the cameras throughout the day today and see if the behavior has changed.

Re: No motion detection recordings for over a week following 30 minute power outage.

philthedisc — Thu, 11 Jul 2024 16:17:41 GMT

Still no recordings and have confirmed by phone call that there's been motion in front of the cameras today.

I've noticed on the support page that the ongoing issue with no recordings for Arlo pro cameras is no longer showing. Does that mean the problem is now fixed and my cameras will start recording again?

Or is intervention still required ?

Do I need to pay a visit and if so, what do I do ?

Is there anything that I could potentially ask a neighbour to do without account access, but that I can help with remotely?

Is there anything else that can be done remotely on the backend ?

Thanks again for your support.

Re: No motion detection recordings for over a week following 30 minute power outage.

philthedisc — Thu, 11 Jul 2024 18:42:11 GMT

@BrookeN . Would you please send me a link to the definitive procedure to uninstall cameras and base station and then re-install them that needs to happen at the location. Many thanks

Just to be clear.. here are the links to amazon order that was made

Base station and camera from

https://www.amazon.co.uk/gp/product/B07F57889M/ref=ppx_yo_dt_b_asin_title_o00_s00?ie=UTF8&psc=1

and

3 cameras from

https://www.amazon.co.uk/gp/product/B0777TMW1Y/ref=ppx_yo_dt_b_asin_title_o00_s00?ie=UTF8&psc=1

Thanks

Re: No motion detection recordings for over a week following 30 minute power outage.

BrookeN — Thu, 11 Jul 2024 20:17:52 GMT

This article should be the one you need
https://kb.arlo.com/000062880/How-do-I-factory-reset-and-re-sync-my-Arlo-camera-Arlo-Secure-4-0

If you have any questions please let me know.

Re: No motion detection recordings for over a week following 30 minute power outage.

philthedisc — Thu, 11 Jul 2024 20:52:01 GMT

Thanks for the article and I've clicked through to the Library version.

Am I right in thinking I can choose Factory reset using Arlo account because all my cameras are online? If so, I dont see anything in the script that says I need to physically interact with the cameras, unless the last section where you follow prompts does.

If that is the case, should I proceed with removing cameras and adding them back from my remote location?

Small point, I dont see any cameras in My Devices. They are all in a tab called Shared Devices together with the Base Station.

Also, I dont see anything in the script about factory resetting the base station, but I do see an option to remove it. Do you recommend any action for the base station ?

Thanks again

Re: No motion detection recordings for over a week following 30 minute power outage.

BrookeN — Thu, 11 Jul 2024 21:42:35 GMT

Are your camera showing online just not recording?

Re: No motion detection recordings for over a week following 30 minute power outage.

philthedisc — Thu, 11 Jul 2024 22:32:53 GMT

All cameras are definitely online because when I select Video Settings for each camera, I get a still image which is correct for the time of day or night. The issue is just no motion detection recordings for all cameras.

Re: No motion detection recordings for over a week following 30 minute power outage.

BrookeN — Thu, 11 Jul 2024 22:50:02 GMT

On my end I am not showing them as online. Your settings are different due to you being on the old User interface. But the steps should be basically the same. I am assuming with them showing as "unknown" instead of online on our side they are going to have to be reset and re-onboarded. So, in short yes you will need to remove the cameras and add them back onto the account.