topic Re: Access to Cloud Storage in Arlo Smart

Arlo Smart down - No recordings in library?

brbower — Tue, 01 Dec 2020 17:08:48 GMT

I woke up to a slew of unrecorded motion events. I am actively subscribed to Arlo Smart. Is there something wrong?

Re: Is Arlo Smart working for anyone?

brbower — Tue, 01 Dec 2020 13:09:03 GMT

Nope, it stopped working for me overnight as well. I woke up to a sea of unrecorded notifications.

Access to Cloud Storage

Terry-T — Tue, 01 Dec 2020 13:52:56 GMT

My Arlo Pro 2 is not giving me access to my video in the cloud as of today early this morning, a little after midnight. It displayed them for a second then it went away. I am getting video on another system, but not one my first one. This is the second time in two months.

Receiving Alerts but no recordings in my library - (VMS3630B)

erik72 — Tue, 01 Dec 2020 13:59:02 GMT

I purchased this system in July 2018. Up until about a day ago I enjoyed free library of up to 7 days of recording. Today I noticed my library is empty and nothing is recording.

I received no notifications that the free cloud library was going away. I'm marginally impressed with this system as it is. Am I to anticipate paying for a service now to record?

Arlo Security System by NETGEAR – 6 Wire–Free HD Cameras, Indoor/Outdoor, Night Vision (VMS3630B)

Error Obtaining your Library. Arlo team is working on this issue.

Jase_Ong — Tue, 01 Dec 2020 14:05:51 GMT

Couldn’t access into library. Tried uninstall and reinstall the app. But still doesn’t works.

Re: Access to Cloud Storage

AntB — Tue, 01 Dec 2020 14:07:26 GMT

We are having the same issue this morning. We can access the library on the main account holder but not the user account that is granted access. Tried logging out/in, reinstalling app, switching WiFi/cellular.

Error in accessing library

Jan-Lim — Tue, 01 Dec 2020 14:11:01 GMT

I have updated the 2 step verification but there is still error in accessing my library. Appreciate any advice to rectify the access? Thanks.

Re: Access to Cloud Storage

MattRash — Tue, 01 Dec 2020 14:13:08 GMT

Mine is not working as well, I believe I had access to the cloud storage yesterday but not this morning. I hope they do not force us to purchase cloud storage....

Re: Receiving Alerts but no recordings in my library - (VMS3630B)

Coopervbm — Tue, 01 Dec 2020 14:15:48 GMT

We are having the same concern. We purchased this product with 6 cameras knowing we only kept the recordings for 7 days which is fine but now to expect us to pay $9.99 per camera each month to cloud the recordings for 14 days just seems outrageous to me. But it appears we cannot even view the most recent/latest recording. So basically not even useable at this point. Arlo should have notifies users like they did the 3 step verification for the last month prior to implementing their mandatory fee plan. $60 per month at minimum. Hopefully it is a software problem and someone from Arlo will reply to this thread!

Re: Access to Cloud Storage

AntB — Tue, 01 Dec 2020 14:33:46 GMT

I’m subscribed already to Arlo smart, so the “free” storage is not the problem. I’m thinking something got messed up on their end last night. The 2 factor authentication deadline was last night. We have all devices set up with 2fa already, but wonder if whatever software changes they made on their end last night ended up jacking this up.

Re: Receiving Alerts but no recordings in my library - (VMS3630B)

ChristopherL — Tue, 01 Dec 2020 14:35:03 GMT

So are you saying there is no longer the free 7 day recording option? Now users MUST pay in order to have any recording options?

Re: Error Obtaining your Library. Arlo team is working on this issue.

dodgie13 — Tue, 01 Dec 2020 14:49:56 GMT

I am having the exact same issue. I've closed out the app numerous times and I also have the two-step verification setup, so not sure what the problem is. It appears to still be recording, but anytime I try to view the recording, there's nothing in my library.

Re: Receiving Alerts but no recordings in my library - (VMS3630B)

jguerdat — Tue, 01 Dec 2020 14:58:41 GMT

Nope. The Pro 2 and older cameras still have the same 7 day, 5 camera free plan as always. The newer cameras require a subscription.

Re: Receiving Alerts but no recordings in my library - (VMS3630B)

ChristopherL — Tue, 01 Dec 2020 15:02:26 GMT

Gotcha. I have the older camera and just enabled the two-step verification. I am getting notifications of motion, but they are no longer being saved. Any help is greatly appreciated.

Re: Receiving Alerts but no recordings in my library - (VMS3630B)

Coopervbm — Tue, 01 Dec 2020 15:11:21 GMT

We also have an older model. And have had for 2 years. It came with six cameras. It is not allowing us to use the recordings any longer. As of today.

Re: Access to Cloud Storage

ArloUserAA — Tue, 01 Dec 2020 15:16:30 GMT

We’re having the same problem. We are up-to-date with the 2 factor authentication that was mandated to be completed by 11/30/20 as well. For some reason the recordings in the library are not even captured therefore can’t view. But the Arlo system does tell me that motion has been detected and I get a push notification.

Arlo, please resolve ASAP

Re: Receiving Alerts but no recordings in my library - (VMS3630B)

jguerdat — Tue, 01 Dec 2020 15:16:58 GMT

Start by rebooting the phone and reinstalling the app. Rebooting the base may also be useful.

Re: Receiving Alerts but no recordings in my library - (VMS3630B)

jburns253 — Tue, 01 Dec 2020 15:22:27 GMT

I'm also having this same issue as of 12/1/2020. I get notifications detecting motion, but nothing saves or is viewable to the recordings. I've restarted my network, base station, and reinstalled the app with zero luck.

Re: Error Obtaining your Library. Arlo team is working on this issue.

eldoradoretired — Tue, 01 Dec 2020 15:22:44 GMT

I have the same problem. I'd been getting warnings the past few months that I needed to add 2nd factor verification before the end of November. I have only 1 mobile phone so had no idea how to get a 2nd verification. As the warnings continued, I added my husbands mobile number. Even though app shows I have 2 mobile phones as verification, I still kept getting the warning. This is why I think my library error is happening today, December 1. I have no clue what to add as a third (?) verification. Any suggestions? Email would be a nice option, but that isn't SMS, right?

Re: Receiving Alerts but no recordings in my library - (VMS3630B)

ChristopherL — Tue, 01 Dec 2020 15:29:08 GMT

I tried calling customer service and they wanted to try a troubleshooting option, but I had to be home. I am not home at the moment to do it so I'm going to try it later. You may try calling customer service and see if they can walk you through the process to see if it works.

Have you enabled the two-step authentication that is required as of Dec 1? I did that but still no success.