topic Re: Recordings do not upload to cloud but record to external use drive in Arlo Smart

Recordings of vehicles/people/animals do not upload to cloud but record to external use drive?

fenton11 — Fri, 11 Sep 2020 16:07:11 GMT

Prior to today recordings of vehicles, people, and animals going would record to the cloud Regardless if you set it up in smart notifications to alert you. Today for some reason the only way to get videos uploaded to the cloud is to turn on smart notifications for people, animal, and vehicles. Is anyone else experiencing this issue? I have arlo pro 3 cameras.

Re: Recordings do not upload to cloud but record to external use drive

jguerdat — Fri, 11 Sep 2020 14:23:16 GMT

It sounds like a change was made in the Smart setting, whether those toggles were previously set differently and got reset somehow and/or the camera was either activated or deactivated for Smart. You've solved the issue so all we can do is guess whether settings were somehow changed.

Re: Recordings do not upload to cloud but record to external use drive

fenton11 — Fri, 11 Sep 2020 17:22:00 GMT

I took a look at the description of smart notifications and it says videos will still be recorded even if you turn off the smart notifications. For example if you don’t want vehicle notifications the system will still upload those recordings to the cloud. And was doing that till yesterday. Seems like the newest firmware update released on 9/10/20 messed it up.

Re: Recordings do not upload to cloud but record to external use drive

dcfox1 — Fri, 11 Sep 2020 19:05:13 GMT

Yea you should get all recordings, just not the notification for unselected ones for smart notifications. For activity zone it will disregard the recordings out of the zone but they are different functions. Today is working like that but I didn't notice it was not before.

Re: Recordings of vehicles/people/animals do not upload to cloud but record to external use drive?

Tastebuddy — Mon, 14 Sep 2020 16:59:35 GMT

I am no longer getting recordings to the cloud for anything other than persons. I have Animal notifications set to off, for example, but I do still want those motions recorded - I can open my "device" screen in the morning and clearly see the still shot of "front porch" showing a skunk drinking water from the cat bowl "2 hrs ago" (top right of still shot), but if I go to recordings there is nothing from the front porch at all. I've checked every setting. This is maddening really

Re: Recordings do not upload to cloud but record to external use drive

Tastebuddy — Mon, 14 Sep 2020 17:00:23 GMT

But what if we don't want smart notifications in the middle of the night for animals? but we DO want those recordings?

Re: Recordings do not upload to cloud but record to external use drive

dcfox1 — Mon, 14 Sep 2020 18:46:44 GMT

@Tastebuddy wrote:

But what if we don't want smart notifications in the middle of the night for animals? but we DO want those recordings?

You should get all the recordings even if they are marked off. Just not the notification. It was still working like that today here so not sure why you don't get them. You can try resetting the cams or reboot the hub/base if you haven't started any trouble shooting yet. I even tried turning animals off to try and still received the recording of my dog labeled "Animal" like usual.

Re: Recordings do not upload to cloud but record to external use drive

Tastebuddy — Mon, 14 Sep 2020 18:37:12 GMT

It's not working. I've tried rebooting the base, rebooting off and on cameras, removed batteries.... This is super frustrating and obviously ARLO not what I'm paying for. I hope someone has some help ! Thanks

Re: Recordings do not upload to cloud but record to external use drive

fenton11 — Mon, 14 Sep 2020 22:47:39 GMT

Same here I rebooted the base, removed the battery from the cameras so it would reset, un-paired my cameras to my monthly subscription then paired them back again, turned off/on the smart notifications and the cameras still do not upload any videos that I don’t have smart notifications on for.

Re: Recordings do not upload to cloud but record to external use drive

JessicaP — Tue, 15 Sep 2020 16:53:47 GMT

I would suggest to contact the Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

Re: Recordings do not upload to cloud but record to external use drive

fenton11 — Wed, 16 Sep 2020 06:33:07 GMT

I did create a case 4 days ago and no reply yet. Case 41929237.

Re: Recordings do not upload to cloud but record to external use drive

JessicaP — Wed, 16 Sep 2020 16:22:12 GMT

Let me reach out to you via private message to gather more information from you.