topic Re: Arlo Ultra - Local Storage Video showing up as Grey in Arlo Ultra

Arlo Ultra - Local Storage Video showing up as Grey

Wicstar — Mon, 10 Aug 2020 15:26:42 GMT

Since the iOS 13.6 update on iPhone, my Arlo Ultra SmartHub local storage videos show up as grey. I have the option to "Save to Photos", and I get the confirmation it was done, but it never saves in my iPhone Photos.

I haven't tried to eject and remove the SDCard to read from my PC, as last time I removed the SDCard it got corrupted to the point that it was not usable anymore.

I am also unable to access the local storage from the Arlo Web Portal, which I do not understand why this is not a feature yet.

I have tried restarting the SmartHub 4 times now and unplugged the AC power 3 times. Still, I am getting grey video in the local storage.

The camera caught someone looking around my property, but the cloud video is not good quality enough to identify the person. The 4k video would, but now it seems like I won't be able to retrieve it.

Re: Arlo Ultra - Local Storage Video showing up as Grey

ShayneS — Tue, 11 Aug 2020 22:42:17 GMT

Hi @Wicstar

Please contact the Support Team to further investigate this issue. You will find several options for contacting support in the provided link. Arlo Tech Support

Re: Arlo Ultra - Local Storage Video showing up as Grey

Wicstar — Sat, 22 Aug 2020 11:54:29 GMT

I did contact support on 14 Aug and we are now the 22 Aug. the email says I would receive a message back within 1-2 business and still nothing.

There is no way for me to look up any status of my request with the ticket number. No Arlo e-mail in the junk email either.

But here is what actually fixed it:
https://community.arlo.com/t5/Arlo-Ultra/Local-Storage-Video-Blank-Cannot-be-played-See-screenshot/m-p/1777239/highlight/true#M13990