topic Re: camera that will only send recordings to my phone when I am on my home wifi network in Arlo Pro 3

camera that will only send recordings to my phone when I am on my home wifi network

anntbruno — Thu, 14 Apr 2022 18:47:02 GMT

Arlo customer support is SO bad! I have a camera that will only send recordings to my phone when I am on my home wifi network. I can't find any online support about this issue. I tried calling customer service but they apparently don't have any live support any more!!! HORRIBLE Now what am I supposed to do? I have 2 Arlo systems at different places and will be replacing them all.

Re: camera that will only send recordings to my phone when I am on my home wifi network

JamesC — Fri, 15 Apr 2022 23:43:25 GMT

Recordings are not dependent on the viewing device being connected to the same network as the Arlo system. Could you provide more details on the issue? Are you using local storage or do you have a subscription for cloud storage? Are you able to see recordings when using a PC?

JamesC

Re: camera that will only send recordings to my phone when I am on my home wifi network

anntbruno — Sat, 16 Apr 2022 00:52:17 GMT

No to all of that. I only see about one recording out of 10 when I'm not on the same wifi network as the arlo

Re: camera that will only send recordings to my phone when I am on my home wifi network

StephenB — Sat, 16 Apr 2022 10:16:40 GMT

@anntbruno wrote:

No to all of that.

I don't think that answers the question on whether you have a subscription (or alternatively if you are using direct access to local storage).

Re: camera that will only send recordings to my phone when I am on my home wifi network

anntbruno — Sat, 16 Apr 2022 10:41:18 GMT

No i don't have a subscription. I'm not even sure what subscription you're refering to. For video storage? In any case I guess they're stored for a while in the app. or on my phone...

Re: camera that will only send recordings to my phone when I am on my home wifi network

StephenB — Sat, 16 Apr 2022 11:17:19 GMT

What camera model(s) do you have?

If you have a base station/smarthub - what model is that?

@anntbruno wrote:

No i don't have a subscription. I'm not even sure what subscription you're refering to.

If you just purchased (within three months) then you were automatically opted into a trial subscription for Arlo Secure. Newer cameras require a subscription get any cloud storage - they are not stored on your phone or in the app. Older cameras like the pro 2 (launched before 2018) had free 7-day cloud storage.

You can check the status by going into settings->subscription in the app.

Re: camera that will only send recordings to my phone when I am on my home wifi network

anntbruno — Sat, 16 Apr 2022 11:25:54 GMT

I have an arlo pro and base station purchased in 2018

The model no on the order is VMS4130-100NAS

Re: camera that will only send recordings to my phone when I am on my home wifi network

StephenB — Sat, 16 Apr 2022 11:32:59 GMT

@anntbruno wrote:

I have an arlo pro and base station purchased in 2018

The model no on the order is VMS4130-100NAS

Ok. Then you do have 7-day cloud recording.

What model phone are you using? Also, what version of Android/iOS?

Do the app settings allow the app to use cellular/mobile data?

Re: camera that will only send recordings to my phone when I am on my home wifi network

anntbruno — Sat, 16 Apr 2022 11:39:00 GMT

It's a samsung s21

android version 12

and yes that;s allowed

Re: camera that will only send recordings to my phone when I am on my home wifi network

StephenB — Sat, 16 Apr 2022 11:51:57 GMT

@anntbruno wrote:

It's a samsung s21

android version 12

and yes that;s allowed

Are you just missing the notifications? But able to see the recordings in the library?

Re: camera that will only send recordings to my phone when I am on my home wifi network

anntbruno — Sat, 16 Apr 2022 11:53:58 GMT

I get the notifications but there are no recordings

Re: camera that will only send recordings to my phone when I am on my home wifi network

StephenB — Sat, 16 Apr 2022 12:45:26 GMT

@anntbruno wrote:

I get the notifications but there are no recordings

Have you also tried browsing on a PC to my.arlo.com, and looking in the library there?

Also, are you seeing the recordings when your phone is connected to your home wifi?

Is this happening with all your cameras, or just one?

Do you use the geofencing feature?

Re: camera that will only send recordings to my phone when I am on my home wifi network

anntbruno — Sat, 16 Apr 2022 16:46:38 GMT

No I don't see the recordings on my PC when I'm logged in

I only get the recordings when the phone is on the same wifi as the arlo system

I only have one camera

yes geofencing is enabled

Re: camera that will only send recordings to my phone when I am on my home wifi network

StephenB — Sat, 16 Apr 2022 17:23:15 GMT

Have you tried restarting both the camera and the base? Remove the battery(s) from the camera and reinsert them. Restart the base using the restart feature in the app.

@anntbruno wrote:

No I don't see the recordings on my PC when I'm logged in

Can you live stream the camera from the PC?

@anntbruno wrote:

yes geofencing is enabled

I'd wondering if that is part of the puzzle, since you would likely be using "away" mode when you are using cellular data. Maybe try turning that off, and see if it makes any difference.

Re: camera that will only send recordings to my phone when I am on my home wifi network

anntbruno — Sat, 16 Apr 2022 17:33:35 GMT

ok I've disabled the geofencing and restarted the phone

The live camera feature works on both my phone and laptop

Yes I've done all that restarting several times

Re: camera that will only send recordings to my phone when I am on my home wifi network

StephenB — Sat, 16 Apr 2022 23:13:34 GMT

@anntbruno wrote:

ok I've disabled the geofencing and restarted the phone

The live camera feature works on both my phone and laptop

Yes I've done all that restarting several times

Yeah, I get that this is both tedious and frustrating.

I am running out of ideas - but I am wondering if you are using activity zones. If you are, then try removing them and see if that helps.

Re: camera that will only send recordings to my phone when I am on my home wifi network

anntbruno — Sun, 17 Apr 2022 12:11:04 GMT

No we don't use zones and yes, this is frustrating