topic Re: Internal error message when I try to delete the videos on a specific date in Arlo Secure

"delete video" function failure.

RegularJoe — Wed, 01 Feb 2023 10:59:09 GMT

On my android phone just now, after viewing videos, I wanted to delete them....but... now, even that function doesn't work.
After selecting the video, clicking "delete " and enter... the video remains in place and a yellow banner appears at the top of the screen that says internal error.
Below is a screenshot of what I'm seeing... I tried to delete them twice, 30 minutes apart.. and ended up with the same failure mode.

Internal error message when I try to delete the videos on a specific date

GGHM — Sat, 07 Jan 2023 02:00:04 GMT

I keep on getting "internal error" when I try to delete the videos on a specific date - dec 31, and of course the videos won't delete. It is strange since I have no problem deleting for all other dates. It is happening on both devices I'm using - samsung cel, and ipad, also when I signed into my arlo account.

Any suggestions what's goin

Re: Internal error message when I try to delete the videos on a specific date

ShayneS — Mon, 09 Jan 2023 22:37:23 GMT

Are you still experiencing this issue with deleting videos?

Re: Internal error message when I try to delete the videos on a specific date

GGHM — Tue, 10 Jan 2023 17:34:31 GMT

Yes

Re: Internal error message when I try to delete the videos on a specific date

GGHM — Tue, 10 Jan 2023 17:39:16 GMT

I also uninstalled and reinstalled the apps for on both devices - samsung cel and ipad. In addition I reformatted the SD card I use in the smarthub. For some reason, the recordings dated dec 31 are still in the feed and I'm blocked to delete them.

Re: Internal error message when I try to delete the videos on a specific date

ShayneS — Tue, 10 Jan 2023 18:29:41 GMT

Is this with local storage or cloud recordings or both?

Re: Internal error message when I try to delete the videos on a specific date

GGHM — Sat, 14 Jan 2023 15:14:18 GMT

1. I deleted all files and reformatted the SD/local storage a couple of times;

2. I signed online to my Arlo account and still couldn't delete the files dated dec 31;

3. I uninstalled the apps on both devices - my cel and my ipad, however files dated dec 31 are still shown in "Feed" and still not allowed to delete.

Please take note that I haven' t signed for Arlo Secure service plan, unless I've been enrolled automatically a couple of weeks ago after I bought the camera system and registered with an Arlo account.

I there any I talk direct and sent screen prints to an agent for better understanding of the situation?

Re: Internal error message when I try to delete the videos on a specific date

StephenB — Tue, 17 Jan 2023 20:41:35 GMT

@GGHM wrote:

Please take note that I haven' t signed for Arlo Secure service plan, unless I've been enrolled automatically a couple of weeks ago after I bought the camera system and registered with an Arlo account.

Normally you would automatically be opted into a trial subscription.

@GGHM wrote:

I there any I talk direct and sent screen prints to an agent for better understanding of the situation?

Go into the support area of the app, and see if there is a phone option there.

Re: Internal error message when I try to delete the videos on a specific date

Mariozx — Tue, 24 Jan 2023 15:49:47 GMT

I am having the same issue with the dec 31 date. I have an Arlo pro 4. I deleted the app and reinstalled still not working. Hopefully a fix is in the works.

Re: Internal error message when I try to delete the videos on a specific date

ShayneS — Thu, 26 Jan 2023 22:46:11 GMT

Which version of the Arlo app are you using?

Thanks

Re: Internal error message when I try to delete the videos on a specific date

Mariozx — Tue, 31 Jan 2023 20:29:58 GMT

4.0.4_28512

But somehow the December 31 Feed is now gone? Not sure how that happened.

Re: "delete video" function failure.

RegularJoe — Wed, 01 Feb 2023 13:00:38 GMT

Upon edit here, I can't delete any videos from yesterday... there were new videos on this morning and they will delete, but the ones from yesterday.. 14 of them, will not delete.

And, no, I don't have them "favorited" or anything else.. they will just not delete.

Re: "delete video" function failure.

RegularJoe — Wed, 01 Feb 2023 13:27:14 GMT

well, after doing a deep dive and fumbling around in the dark, because they can't explain anything and they make everything so **bleep** difficult, .. I found out how to delete all videos at one time, at least on the phone app.

I will post other comments below this that have pictures on what you have to click on on your phone ..at least an Android...to get to the destination that will let you delete everything in the library.

Re: "delete video" function failure.

RegularJoe — Wed, 01 Feb 2023 13:35:29 GMT

I don't know how they could make this site harder to navigate than they have... I hate for that to sound like a challenge to the programmers but..

Here are the four steps you can take to get to a place where you can delete your entire video library at once.

Re: Internal error message when I try to delete the videos on a specific date

StephenB — Wed, 01 Feb 2023 14:15:33 GMT

@Mariozx wrote:
But somehow the December 31 Feed is now gone? Not sure how that happened.

The normal subscription has 30 day retention (only exception is secure plus in Europe, which has 60 days).

Now that you are past the retention date, the video was automatically deleted by the cloud. Not a real solution of course, but we haven't seen any other posts on this, so it looks like it was a one-of problem.

Re: Internal error message when I try to delete the videos on a specific date

Vienna — Thu, 02 Feb 2023 11:40:19 GMT

I am having the same issue with 4 clips recorded on January 31. It will not delete these events. It allows me to delete ones that occurred before and since. Only on 1 of the Arlo Essential cameras.

Re: Internal error message when I try to delete the videos on a specific date

Haystacker — Thu, 02 Feb 2023 17:54:52 GMT

It is now corrected, thank you. What did you do?

Re: Internal error message when I try to delete the videos on a specific date

Mariozx — Thu, 02 Feb 2023 21:44:26 GMT

Now I am having the same internal error trying to delete a feed from January 31. I have the most updated version so not sure what's going on.

Re: Internal error message when I try to delete the videos on a specific date

Vienna — Thu, 02 Feb 2023 22:55:06 GMT

Not corrected for my situation.

Re: Internal error message when I try to delete the videos on a specific date

jguerdat — Fri, 03 Feb 2023 15:24:16 GMT

@JamesC posted in a different thread that this is happening to some users and a fix is being explored.