topic Support link doesn't work and when pairing Security Light and Ultra together, camera doesn't record in Arlo Ultra

Support link doesn't work and when pairing Security Light and Ultra together, camera doesn't record

Mwrockstar — Thu, 14 May 2020 14:19:46 GMT

It is my very first post, but I am not technologically handicapped, so I hope you can help sort out this problem.

Firstly, this support link is not working: https://www.arlo.com/nz/support/products/contact.aspx

I can't really understand how a company of this caliber can have a support link on their website that doesn't work. Their website person really need to be more attentive.

Secondly, I got an arlo ultra and a security light. I set up the light with a rule to record with the camera every time it turns on. The problem is that it records the first time it activates, but not subsequent times. So, if the light is activated again 10 seconds later or a minute later, the light still turns on, but the camera doesn't record. I tried to redo it, to change a bit of settings and nothing makes it work.

Thirdly, it is recording it all on 1760 x 992. Best video is selected on Arlo ultra and I have a 2k plan - premier. Already read all the articles and no help.

All software is up to date.
Anyone had the same problems or know how I can contact support to help with this? It's not being a good experience, specially if the rules of the camera and light do not work consistently and it doesn't record the videos.

Many videos if activated right after the other don't appear in the library. Where do they go? They don't record or they don't appear in the app?

If anyone from arlo is here, please help fix this as I am very close to return it or sell it as I can't figure this out and if that is a flaw in the software, it should be solved urgently.

Thank you for your help.

Re: Arlo Ultra & Security Light

StephenB — Tue, 05 May 2020 18:21:53 GMT

@Mwrockstar wrote:

Firstly, this support link is not working: https://www.arlo.com/nz/support/products/contact.aspx

Use this: https://www.arlo.com/nz/support/contact.aspx

Re: Arlo Ultra & Security Light

Mwrockstar — Tue, 12 May 2020 22:01:07 GMT

Thank you. Any answer for the other questions too?

Re: Arlo Ultra & Security Light

StephenB — Wed, 13 May 2020 10:26:51 GMT

@Mwrockstar wrote:

Secondly, I got an arlo ultra and a security light. I set up the light with a rule to record with the camera every time it turns on. The problem is that it records the first time it activates, but not subsequent times. So, if the light is activated again 10 seconds later or a minute later, the light still turns on, but the camera doesn't record. I tried to redo it, to change a bit of settings and nothing makes it work.
...
Many videos if activated right after the other don't appear in the library. Where do they go? They don't record or they don't appear in the app?

Probably you need to contact support on this. Though if the camera rule is set to "record until motion stops", then you might try a fixed duration and see if that works better.

Also, I suggest putting a microSD card into the base (assuming you have a VMB5000), and enable direct access to local recordings. https://kb.arlo.com/000062337/What-is-Direct-Storage-Access-and-how-do-I-use-it Then see if the recordings are saved in the base (but for some reason aren't in the cloud).

@Mwrockstar wrote:

Thirdly, it is recording it all on 1760 x 992. Best video is selected on Arlo ultra and I have a 2k plan - premier. Already read all the articles and no help.

If you are using windows - can you download a video from https://my.arlo.com, right-click on it and then go to the "details" page? Then post a screenshot of the info that is there (which includes the resolution).

Re: Arlo Ultra & Security Light

Mwrockstar — Thu, 14 May 2020 05:48:02 GMT

You mean this?

Re: Arlo Ultra & Security Light

StephenB — Sat, 16 May 2020 10:38:32 GMT

@Mwrockstar wrote:

You mean this?

Yes.

It shouldn't be doing that if you've selected best video quality for the settings. Try contracting support. https://www.arlo.com/en-us/support/contact.aspx