topic Re: Arlo ultra camera not recording videos in Arlo Ultra

Arlo ultra camera not recording videos. Will only save a motion picture.

Tammy29 — Tue, 19 May 2020 14:42:54 GMT

Hi, I have 3 cameras. 2 cameras will record videos our 3rd one will only save a motion picture and it won’t record a video. Firmware is the same across all 3 cameras and also settings.
What else can I try?

Re: Arlo ultra camera not recording videos

StephenB — Wed, 18 Mar 2020 12:47:13 GMT

Have you checked "manage cameras" in the subscription status? This would happen if the third camera isn't in the subscription list.

Re: Arlo ultra camera not recording videos

lasermonkey — Thu, 19 Mar 2020 05:46:49 GMT

I also have this on one camera, and have a ticket open with arlo.
Try moving it close to base station (removes weak signal issues) and give it a go again. Did nothing for me.
As other person mentioned make sure it has a subscription. Mine does, still doesnt work.
Failing that, make sure the video record length is set to like 20 seconds, and they again.
This also did no work for me.
Job number is 41522452 which I am still waiting on a response to, over the SLA.

If I get a result I'll post it here.

Good luck!

Re: Arlo ultra camera not recording videos

lasermonkey — Thu, 19 Mar 2020 20:27:32 GMT

was meant to read:

Failing that, make sure the video record length is set to like 20 seconds, and Try again

Re: Arlo ultra camera not recording videos

lasermonkey — Tue, 19 May 2020 06:58:17 GMT

Hi Community admins, can you please advise why this ticket has had absolutely no response from any technical support.
41522452
Ive since cancelled my subscription with arlo ultra, and record locally. The camera still record a picture and no video. Why pay for something that doesn't work?
A response would be awesome

Re: Arlo ultra camera not recording videos

StephenB — Tue, 19 May 2020 11:14:38 GMT

@lasermonkey wrote:
The camera still record a picture and no video.

Maybe try

removing the camera from the account
holding down the sync button on the camera until it flashes amber
adding the camera back to the account.

Re: Arlo ultra camera not recording videos

Rick1984 — Tue, 19 May 2020 14:35:51 GMT

Already done that twice also. Still not luck.

Re: Arlo ultra camera not recording videos

lasermonkey — Wed, 20 May 2020 00:34:18 GMT

Hi, thanks for the suggestion. Ive tried that this morning and still the same problem.
It still cannot stream live, it still cannot record video. Signal is "strong".
Other cameras work fine (2 other ultras and 3 original arlo). Its just this one camera.
When i logged my ticket 2 months ago (to which i am still waiting for a response -come on Arlo!) I also had to detail out the network infrastructure at my home. Arlo hub plugged right into an Orbi wifi AP switch, plugged right into a firewall. All 1Gb. Internet link is 1Gb down 400 Mb up. Loads of bandwidth.

Re: Arlo ultra camera not recording videos

Rick1984 — Wed, 20 May 2020 02:12:29 GMT

Yep. Still not fix. Maybe order a new camera under warranty? Would arlo do that?

Re: Arlo ultra camera not recording videos

JessicaP — Wed, 20 May 2020 14:16:11 GMT

Hey lasermonkey,

Let me reach out to you via private message to gather more information about your case.

Hi Rick1984,

If you are still under warranty, feel free to contact the Support Team to help you further. The link provides several options to contact the support team.

Re: Arlo ultra camera not recording videos

Tammy29 — Sun, 31 May 2020 11:26:36 GMT

Hi
It has taken 2 months and I’m still waiting for this to be resolved. I was asked to send the camera back , I filled out form and then nothing. I had to chase up the return satchel myself as nothing arrived. They even told me to ring the phone number for Arlo support myself to follow up. 4 weeks later I finally received the satchel and sent the camera back. It was received 2 weeks ago and they still have not sent a replacement. I have emailed them to follow up and still no response.
This has been one of the worse customer experiences i have ever had. So disappointing as my other cameras work really well.

Re: Arlo ultra camera not recording videos

JessicaP — Mon, 01 Jun 2020 14:53:01 GMT

Hey Tammy29,

Let me reach out to you via private message to gather more information from you in regards to your contact with the support team.

Re: Arlo ultra camera not recording videos

Dash_512 — Wed, 28 Oct 2020 04:24:30 GMT

I have one ultra camera that’s connected to the base via WiFi. It will activate with motion but will not record video. Additionally it won’t allow for live view. I’ve searched the forum with no luck resolving the issue. Any assistance would be appreciated before I return them. Thanks!

Re: Arlo ultra camera not recording videos

CTJames — Sat, 21 Nov 2020 12:39:01 GMT

Purchased a third camera. Worked fine for 2 months now record box is grey and can’t check it. Removed and reset hub. No luck.
CALLED ARLO CUSTOMER SERVICE AND THEY DIDNT EVEN PICK UP.
I really liked Arlo and suggested to friends, but no more. Terrible customer service and product now.

Re: Arlo ultra camera not recording videos

Len_s — Sat, 21 Nov 2020 20:37:46 GMT

I had a lot of headaches getting this set up. If I had all the correct info to start with it would've been a breeze. The key thing for me was to use the phone app to set up the camera recording area. Make sure you go to the camera positioning option under the device utilities. This will help you point the camera in the correct area to pick up motion. Also set up sensitivity to 100 if you need to. Once I did this the camera worked great.