topic Re: Smart Hub connection problem! ( VMB4540 ) in Arlo Secure

Smart Hub connection problem! ( VMB4540 )

Pythony — Fri, 12 May 2023 13:47:43 GMT

I start to used and connect my Arlo essential indoor camera since 14th Feb 2023, but it is the 3rd time that my smart hub VMB4540 disconnected suddenly! And the disconnection lasted over a week!!! I cannot get into the hub and the camera cannot record anything during the disconnected period. What a BEST security camera system!

It just keep showing the message (in Chinese) "取得媒體庫時發生錯誤。 Arlo 團隊正在解決此問題". It is true that Arlo is solving the problem? Is it a global problem? But I cannot find any announcement in Arlo's media, so what is going on? How many days should I need to wait? I lost my camera record since 4th May 2023 already!!!! Should I trust Arlo?????

Re: Smart Hub connection problem! ( VMB4540 )

jguerdat — Fri, 12 May 2023 14:05:36 GMT

Since you refer to Chinese messages, it may be important to know what country you're in. I believe Arlo is no longer supporting China although I may be wrong.

Re: Smart Hub connection problem! ( VMB4540 )

StephenB — Fri, 12 May 2023 14:32:42 GMT

@jguerdat wrote:

Since you refer to Chinese messages, it may be important to know what country you're in.

I agree it could be relevant. Service was ended in mainland China, but not Hong Kong.

https://kb.arlo.com/000062591/China-End-of-Service-Information

FWIW, the translations are

An error occurred while retrieving the media library
The team is working on this issue

Re: Smart Hub connection problem! ( VMB4540 )

Pythony — Sat, 13 May 2023 02:35:18 GMT

I think a secure camera system should be stable. Once the user completed the setup, and the whole system works well, I think no one would touch it again. So, what makes the problem suddenly, and quite frequently? It almost happened once a month.
If Arlo does not support any maintainance, does it mean someone hacked into Arlo? If Arlo is still providing maintainance (software / firmware updates), then can Arlo check carefully before releasing any updates? If the problem occurred because of my unexpected usage, so what did I done to the system? Arlo never tell us what error is occurred, how they fix the issue? And how to prevent the error.....

Finally, I am a Hong Kong user. Thanks for your reply.