topic Re: iOS app v4.3.6 issue? - Arlo Pro 4 video not appearing in library in Arlo Pro 4

iOS app v4.3.6 issue? - Arlo Pro 4 video not appearing in library

EMZ — Tue, 09 May 2023 02:18:29 GMT

I am a long time Arlo user & recently noticed that my Arlo Pro 4 videos are not appearing in my library despite the device page indicating motion. I also note the iOS app was updated 4 days ago to v4.3.6!!! . I have removed & reinstalled the camera & tested it sees motion ok, & restarted my hub (vmb4000r3) to no avail. I currently have no subscription but previously was able to see 5 cameras in the library & now the filter is only showing 3 which are Pro 2 cameras? I note this issue has occurred previously for users due to various software bug. Please advise & fix .. thanks

Re: iOS app v4.3.6 issue? - Arlo Pro 4 video not appearing in library

StephenB — Tue, 09 May 2023 11:00:58 GMT

@EMZ wrote:

I am a long time Arlo user & recently noticed that my Arlo Pro 4 videos are not appearing in my library despite the device page indicating motion. ... previously was able to see 5 cameras in the library & now the filter is only showing 3 which are Pro 2 cameras?

Pro 4 cameras require a subscription for cloud storage - they don't include the 7-day free cloud storage that your Pro 2 cameras do.

Smarthubs (VMB4540 and VMB5000) have a feature called "direct access to local storage" which does allow you to see USB-stored recordings in the app, but NOT the VMB4000. The only way to see those recordings with your base is to eject the USB drive and connect it to a PC.

So the mystery here is how you are were getting recordings before. How long have you had the Pro 4 cameras? There is a short trial subscription, and if these cameras are new, it likely just expired.

Re: iOS app v4.3.6 issue? - Arlo Pro 4 video not appearing in library

EMZ — Tue, 09 May 2023 20:45:37 GMT

The Pro 4 camera I purchased probably not long after it was launched & has always appeared in the library, I have had subscriptions on & off which allowed me to see my 7 cameras but the library always dropped back to 5 when I cancelled. Now I only see 3 of 5..

Re: iOS app v4.3.6 issue? - Arlo Pro 4 video not appearing in library

StephenB — Tue, 09 May 2023 21:28:09 GMT

@EMZ wrote:

The Pro 4 camera I purchased probably not long after it was launched & has always appeared in the library, I have had subscriptions on & off which allowed me to see my 7 cameras but the library always dropped back to 5 when I cancelled. Now I only see 3 of 5..

Can you tell us the models of the cameras that are not saving recordings?

Pro 4 cameras definitely require a subscription to get cloud storage (and always has). you can see that in the list in the "no plan" section here:

https://kb.arlo.com/88

Re: iOS app v4.3.6 issue? - Arlo Pro 4 video not appearing in library

EMZ — Wed, 10 May 2023 02:20:01 GMT

Cameras visible or in library marked with a tick or cross

Not sure what would have had the Pro4 showing since I purchased it as I definitely haven’t had a subscription consistently. Has the duration of days held also changed in recent times I thought free used to be 30days ?? Maybe the Pro4 was removed at some point? Either way it is now as good as a brick if you now say it needs a subscription, all my cameras have always shown in library with or without a subscription. Might be time to go in a new direction for my security cameras..

Re: iOS app v4.3.6 issue? - Arlo Pro 4 video not appearing in library

EMZ — Wed, 10 May 2023 02:26:07 GMT

Think I found the answer (link below). Arlo changed their service offering to those who have been long time customers removing free 7 days storage for all the cameras I own & I only just realised! Definitely time to look elsewhere, as sadly the ‘smart’ notifications when on a subscription are often problematic & rarely work as expected..

https://community.arlo.com/t5/Arlo-Smart/Was-the-Free-Smart-Subscription-removed/m-p/1746336

Re: iOS app v4.3.6 issue? - Arlo Pro 4 video not appearing in library

StephenB — Wed, 10 May 2023 12:30:55 GMT

@EMZ wrote:

Think I found the answer (link below). Arlo changed their service offering to those who have been long time customers removing free 7 days storage for all the cameras I own & I only just realised!

No, that is not correct. They wanted to do that, but the customer feedback convinced them to change their plans. They are now saying that the free 7-day storage will be available for legacy cameras indefinitely.

Your list of firmware isn't helpful - I'm not going to try and track down your camera models from the firmware they are running.

Please provide the actual camera models. You can find this in the app by

going in to the support area
selecting the camera
scrolling down to the product field at the bottom of the page

Alternatively, remove the camera from the housing, take out the battery, and look for a label inside.