topic Re: Error obtaining library in Arlo Secure

Error obtaining library

Patric225 — Wed, 15 Feb 2023 01:10:02 GMT

For the past 2 weeks this all my wife or I see on our phones. Nothing is different or changed in the last few months at least, just stopped working.

Re: Error obtaining library

jguerdat — Wed, 15 Feb 2023 14:23:24 GMT

What cameras do you have? Do you have a subscription for them, assuming they're newer than the old Pro 2?

Re: Error obtaining library

Patric225 — Wed, 15 Feb 2023 17:28:30 GMT

We have a wide range of cameras. The baby cam, pro 2s, a fairly new one I forget the model, and the doorbell, also the hub. I have the secure package for 4 cameras. I Uninstalled and reinstalled the app today and still the same. Full error says "there was an error obtaining your library. Arlo team is working on this issue" with a retry button that does nothing.

Re: Error obtaining library

StephenB — Wed, 15 Feb 2023 18:16:43 GMT

@Patric225 wrote:

Full error says "there was an error obtaining your library. Arlo team is working on this issue" with a retry button that does nothing.

Are you using direct access to local storage?

Re: Error obtaining library

Patric225 — Wed, 15 Feb 2023 19:05:41 GMT

Yes, and I just checked back my 30 days and the videos that were recorded from January 25th and earlier are still there no problems looking at those but for whatever reason from the 26th coming forward I just get that error. When I look at my cameras on the app I still get the little notification that says there's been X number of recordings made but when I tap that there's nothing.

Re: Error obtaining library

alexzzz — Thu, 16 Feb 2023 00:16:35 GMT

I have the same issue as well. started a couple of weeks ago. I have an individual camera 2k plan on my Arlo Ultra 1. There are other arlo pro2 cameras in the account. All of them can't see library.

Re: Error obtaining library

alexzzz — Fri, 17 Feb 2023 17:35:58 GMT

The problem is fixed for me after talking to the Arlo support for an hour. The solution is :

"I appreciate the troubleshooting steps you've taken. Please try the troubleshooting steps below:

Kindly follow the steps to update your Arlo Secure app.
1. Tap Add new device > at the bottom you will find "security system" Tap security system > swipe to the last and Tap " Start upgrade" > bottom Tap "Upgrade anyway" > Tap upgrade > Top you will see upgrade was successful and click back you will move to the home screen and you can access the cameras.
Once updated, kindly uninstall and re-install your Arlo app."

After the update, the app's user interface changed to a new one. Library becomes Feed. And you can see camera recordings again.

Re: Error obtaining library

Patric225 — Fri, 17 Feb 2023 21:17:25 GMT

Thank you Alexzzz

This worked!

Re: Error obtaining library

Anon8233 — Sun, 23 Apr 2023 01:27:29 GMT

Ditto, this works worked. By the way, for anyone with local storage, you will not see videos from your local storage in the feed. Your feed will show up as empty and the calendar feature won't work. You need to go to Devices > Base station > Storage settings. There you will see videos from whatever day. You'll be unable to filter, but good enough

Re: Error obtaining library

Wraith3845 — Tue, 17 Oct 2023 19:44:08 GMT

I tried the fix but I still can't see local storage off of my HUB. It shows data on the memory stick and that it's ready but I can't access any footage