topic Re: Outage still-cannot view library recordings in Arlo Pro 4

Outage still-cannot view library recordings

Tonered12 — Thu, 08 Jun 2023 20:24:39 GMT

None of my cameras or doorbell is working even after the website stated the outage is resolved. I can only do live view and it is not showing a new recordings for a few hours. Does any one else have this issue still? I’m located in the north east.

Re: Outage still-cannot view library recordings

JamesC — Thu, 08 Jun 2023 20:57:08 GMT

Are you getting notifications saying the cameras have been triggered? Have there been new events triggered that you expect to be visible within the library?

JamesC

Re: Outage still-cannot view library recordings

Tonered12 — Thu, 08 Jun 2023 20:58:49 GMT

Yes , there have been several events since 1 pm that should have triggered motion. I’m speaking with other people across the country having the same issue still as well

Re: Outage still-cannot view library recordings

Tonered12 — Thu, 08 Jun 2023 20:59:39 GMT

James, do you know if arlo is still working to resolve the issue with the remaining customers still affected?

Re: Outage still-cannot view library recordings

JamesC — Thu, 08 Jun 2023 21:10:29 GMT

Yes, we're continuing to investigate these reports. Consider rebooting your Cameras/Base Station/SmartHub and test again to see if you still experience the same behavior.

JamesC

Re: Outage still-cannot view library recordings

Tonered12 — Thu, 08 Jun 2023 21:13:38 GMT

Hi James,

Thank you for investigating, I tried everything to no avail. Hoping the issue is resolved by sunset here

Re: Outage still-cannot view library recordings

StephenB — Thu, 08 Jun 2023 21:31:05 GMT

@JamesC wrote:

Yes, we're continuing to investigate these reports. Consider rebooting your Cameras/Base Station/SmartHub and test again to see if you still experience the same behavior.

JamesC

Rebooting one of my bases, and restarting the app had no effect for me. All devices show off-line, and the smarthub LED status is blue.

Re: Outage still-cannot view library recordings

JamesC — Thu, 08 Jun 2023 23:00:55 GMT

Some additional fixes have been made. You may have to log out of the app and back in but this issue should now be resolved.

JamesC

Re: Outage still-cannot view library recordings

Tonered12 — Thu, 08 Jun 2023 23:23:09 GMT

My cameras are working again thank you!

Service Still Down After Outage Today

arichens — Fri, 09 Jun 2023 04:20:56 GMT

I understand that there was a service outage several hours ago and my cameras did start working again after that was resolved, but they have stopped working again and have now been down for several hours. I have multiple models of camera, some connected to a base station and others directly connected to the internet. I also have a wired video doorbell. All show offline in the app on multiple devices as well as showing offline in the web portal. I have rebooted all my cameras and the base station three times now.

Re: Service Still Down After Outage Today

arichens — Fri, 09 Jun 2023 05:01:23 GMT

To add a datapoint - I tried factory resetting one of my cameras that does not rely on a base station (an Arlo Q Plus) and removed it from my app. I was able to easily enroll the camera again using the Add New Device button, it was detected, and added. However, it IMMEDIATELY then showed as offline just like the rest of my cameras, lights, and doorbell.

Re: Service Still Down After Outage Today

W8 — Fri, 09 Jun 2023 06:05:41 GMT

Our cameras have been down for about 9 hours, doing the same as you describe, it started with no notifications coming through now they won’t even live view even though there saying connected i reset one camera now its completely not working, rang support the second time they got very angry at me what a joke, hope we get a month of our subscription

Re: Outage still-cannot view library recordings

W8 — Fri, 09 Jun 2023 11:47:08 GMT

Hi James have tried everything the issue is still not resolved still can’t live view and getting no notifications

Re: Outage still-cannot view library recordings

JamesC — Fri, 09 Jun 2023 18:15:48 GMT

W8,

What is the LED behavior on your base station? Are your cameras showing offline?

JamesC