topic Re: Arlo Secure Plus Subscription Unable to Record in Arlo Pro 3 Floodlight

Arlo Secure Plus Subscription Unable to Record

KD10 — Thu, 19 May 2022 18:16:11 GMT

Since upgrading to the Arlo Secure Plus subscription I'm unable to record on my floodlight camera, and doorbell. The 'Record Video' option is greyed out when I try to edit the rules in the modes

Re: Arlo Secure Plus Subscription Unable to Record

StephenB — Thu, 19 May 2022 18:20:47 GMT

@KD10 wrote:

Since upgrading to the Arlo Secure Plus subscription I'm unable to record on my floodlight camera, and doorbell. The 'Record Video' option is greyed out when I try to edit the rules in the modes

Did you double check that the floodlight and the doorbell are both listed in the subscription plan?

Re: Arlo Secure Plus Subscription Unable to Record

KD10 — Thu, 19 May 2022 18:58:57 GMT

Hi Stephen - thanks for your response. The subscription is showing “3 of 3 camera(s) participating”…presumably that’s what you mean when asking if the cameras are listed in the subscription plan?

Re: Arlo Secure Plus Subscription Unable to Record

StephenB — Thu, 19 May 2022 19:45:27 GMT

@KD10 wrote:
The subscription is showing “3 of 3 camera(s) participating”…presumably that’s what you mean when asking if the cameras are listed in the subscription plan?

Yes. FWIW, you can also select "manage cameras", and it will give you a list of the cameras in each subscription (and list cameras w/o a subscription under "no plan").

You should be able to create a custom mode with recording then. Have you tried both using the phone and a PC browser?

Re: Arlo Secure Plus Subscription Unable to Record

KD10 — Mon, 23 May 2022 08:15:27 GMT

No luck with custom mode or any other mode, on either phone or PC browser 👎

Re: Arlo Secure Plus Subscription Unable to Record

KD10 — Mon, 23 May 2022 08:42:15 GMT

I contacted support to be told that this is a part of a major incident that is affecting many Secure Plus subscriptions. So for now there is nothing that can be done. Engineers are working on the issue 🤷‍

Having never dealt with support before now, I'm keen to understand from other whether this a "general" response that people tend to get?

Re: Arlo Secure Plus Subscription Unable to Record

JamesC — Tue, 07 Jun 2022 21:24:46 GMT

A cloud side fix was release that should resolve this issue. Please try again and let me know if you still experience the same behavior.

JamesC