topic Re: Move CVR Subscription to a different camera in Arlo Q Plus

Unable to add cameras to CVR subscription (Q+, Pro2)

mmarlo — Fri, 22 Mar 2019 17:42:16 GMT

I'm having an issue where I can't move cameras into my CVR subscription. They were previously active, but they were removed I believe when my subscription renewed. I drag them into the CVR slot, it says "Please Wait", then they are just back in the non-CVR slot. I've tried on OSX/Safari, OSX/Firefox, Win10/Firefox, Win10/IE, Win10/Chrome, and iOS app. I've attached an image of the UI I'm trying to use for this.

Move CVR Subscription to a different camera

Flicker6 — Wed, 20 Mar 2019 15:10:52 GMT

I have 4 Arlo Q's, two with CVR. I would like to move the CVR on one of the cameras to a different camera but all attempts to do this have failed. I have gone into Settings / Subscription / Manage Camera Status. I dragged the camera with the subscription to the deactivate section. I then dragged it back to the Active Camera Section and the CVR was removed. The screen now shows I have 1 available slot. So I drag a camera that has never had CVR on it to the bar that says "Move a CVR eligible camera here to activate CVR (1 available)". but it doesn't turn CVR On. If I drag the camera that had CVR back over that bar it activates it. Figuring there was some problem with cached settings I deactivated all cameras, then activated them, then rebooted them, then attempt to add CVR but still I can only add CVR to the two cameras that initially had it. Is the CVR actually tied to the hardware? Please tell me I don' have to physically swap the camera locations.

Re: Move CVR Subscription to a different camera

jguerdat — Wed, 20 Mar 2019 20:29:19 GMT

Just tried that here with the Android app and it worked fine. Which app are you using? Have you tried using a browser?

Re: Move CVR Subscription to a different camera

Flicker6 — Wed, 20 Mar 2019 23:11:12 GMT

I tried iOS app, Chrome and Firefox on Windows, Chrome, Safari and Firefox on Mac. Same result, cannot assign a camera to CVR when the cameras has never had CVR. Can you confirm that the camera you assigned to CVR on your Android never had CVR?

Re: Move CVR Subscription to a different camera

Flicker6 — Wed, 20 Mar 2019 23:11:58 GMT

I also just tried Arlo app on Amazon Fire Tablet - still doesn't work

Re: Move CVR Subscription to a different camera

jguerdat — Thu, 21 Mar 2019 00:06:21 GMT

I've only ever had 1 camera on CVR. However, I only have 1 Q so had to choose a different model to test.

Re: Move CVR Subscription to a different camera

Flicker6 — Thu, 21 Mar 2019 12:59:01 GMT

I just added Opera to the list of browsers that do NOT allow me to move CVR to a camera on my account that never had CVR. I can only assume this is unique to Arlo Q's. Perhaps someone else in the community with Q's can test this.

To restate, I have 4 Arlo Q's on my account. I have a CVR subscription for two cameras. All interfaces I have tested (both iOS and browser) will not allow me to transfer CVR to a Q that has never had CVR. It seems it only recognizes the two cameas that originally had it as "eligible for CVR".

Re: Move CVR Subscription to a different camera

Flicker6 — Thu, 21 Mar 2019 13:06:47 GMT

I just tried the Android app and that also does not allow me to move CVR from a Q on my account to a Q on my account that never had CVR.

Re: Move CVR Subscription to a different camera

jguerdat — Thu, 21 Mar 2019 13:09:47 GMT

I would open a case with support:

https://www.arlo.com/en-us/support/contact.aspx

CVR/Timeline Not Working ARLO Q Wired Camera

Fotog — Sat, 23 Mar 2019 05:07:58 GMT

I have a CVR subscription for 14-day 24/7 recording to the cloud. However, I cannot drag the camera into the "Activate CVR" window. Therefore, I cannot use the timeline. The Timeline window says, "Add CVR. Upgrade Now." Started a case number with support, but no reply yet.

I Cannot Activate CVR Despite Having A Subscription

jinxman — Tue, 26 Mar 2019 16:25:53 GMT

as you can see in the video, I have subscribed for 3 cameras to be cvr enabled, but I cannot cvr enable my most recent Arlo pro 2.

what I tried (and failed):
- remove device and resync
- remove all other devices from cvr and try to add the new camera to cvr
- restart base station
- bring camera close to base station and attempt to enable cvr

here is the video of one of my hundred attempts: https://photos.app.goo.gl/vJj3fwfykVGHztqF9

Re: CVR/Timeline Not Working ARLO Q Wired Camera

jguerdat — Sat, 23 Mar 2019 12:47:28 GMT

Do you only have Q cameras? There was another recent post with only Q cameras and he couldn't get some to work like you're experiencing. Keep posting to your case to keep it alive.

I Cannot Activate CVR Despite Having A Subscription

jguerdat — Tue, 26 Mar 2019 16:26:05 GMT

You're not alone - others have recently said the same thing. WHat happens if you use a browser? An app update happened last night - does it have the same problem?

I Cannot Activate CVR Despite Having A Subscription

jinxman — Tue, 26 Mar 2019 16:26:17 GMT

@jguerdat schrieb:

You're not alone - others have recently said the same thing. WHat happens if you use a browser? An app update happened last night - does it have the same problem?

I've tried iOS, Android, a variety of desktop browsers. No luck anywhere 😞

Re: CVR/Timeline Not Working ARLO Q Wired Camera

MountainMadness — Sun, 24 Mar 2019 18:19:18 GMT

Same issue here. On the iOS app, the timeline button disappeared for my Arlo Q cameras that I had assigned to CVR. I am also unable to drag them onto the activate CVR window. I also cannot activate CVR on the web app on a desktop using Chrome, but the timeline button is there. Clicking on the timeline button says that I do not have a CVR plan. Ugh.

I chatted with Arlo support and they acknowledged that there is a widespread issue and that engineering was working on it. In the meantime, I guess we have no CVR...........

Re: CVR/Timeline Not Working ARLO Q Wired Camera

Krisg2272 — Sun, 24 Mar 2019 19:11:08 GMT

Same here, timeline icon disappeared and can’t drag and drop the camera into the CVR activate area.

Re: CVR/Timeline Not Working ARLO Q Wired Camera

cjoa — Sun, 24 Mar 2019 20:12:38 GMT

Having the same issue. Timeline has disappeard for at least a week even though my profile says I have a CVR plan that doesn't expire until the fall. The timeline barely works anyway and the camera is missing a lot of detections now. They need to credit all of us for the days the timeline and CVR didn't work.

Re: CVR/Timeline Not Working ARLO Q Wired Camera

Flicker6 — Mon, 25 Mar 2019 19:05:25 GMT

@jguerdat that would be me.

I established CVR on two of my four cameras and those initial two are the only two I can drag over the "activate CVR" button. Attempts to drag the two that never had CVR do nothing. I did call support and the person I spoke with logged all my info and troubleshooting attempts. She sent me an email requesting screen shots to which I responded with both screen shots and a short video of me attempting to drag a camera without CVR on the activate bar.

The email I received requested that I follow up in 24 hours. I have not yet done that. I also have not received any feedback regarding the supporting pics/video I sent.

I actually had to resort to physically swapping the cameras, renaming them AND setting up motion zones accordingly. A pain since i am using these cameras to monitor a remote location so I needed a nearby friend to do the swap for me.

Hope they get it fixed soon.

Re: Move CVR Subscription to a different camera

Flicker6 — Mon, 25 Mar 2019 19:09:53 GMT

Case opened. There was no mention of a "wide spread" issue when I contacted them last week. Screen shots and video of attempts to assign CVR to a camera have been sent via email. No response yet.

I Cannot Activate CVR Despite Having A Subscription

jinxman — Tue, 26 Mar 2019 16:26:29 GMT

one solution i have been contemplating is to cancel my subscription and then resubscribe again. but i am not sure whether i will be charged extra if i do this. the cooler solution would be for arlo to investigate in the backend and free up my stuck device.

in parallell i am also having a conversation with support on twitter, but they havent been able to help me out yet.

anybody from arlo support with technical expertise listening to this thread?