topic Re: No Video in App Library for Ultra with Arlo Smart Premier 1 year trial. Tried reinstalling. in Arlo Ultra

No Video in App Library for Ultra with Arlo Smart Premier 1 year trial. Tried reinstalling.

drm90247 — Wed, 23 Sep 2020 15:47:43 GMT

No Video in App Library for Ultra with Arlo Smart Premier 1 year trial.
I’ve updated the Arlo App.
Updated IOS software.
Deleted App and reloaded.
Deleted all cameras and Base station, and reloaded.
I do get motion notifications.
I can see all motion videos and thumbnails logging online with home computer. Just not App.
I do have an SD card, but since we have a one year Smart Premier trial subscription, we’re using it.
Fyi - no thumbnails with SD card, but videos are there.
Any advice?

Re: No Video in App Library for Ultra with Arlo Smart Premier 1 year trial

jguerdat — Wed, 23 Sep 2020 13:56:30 GMT

When you deleted the system and reinstalled, it's my understanding that the trial disappears. Have you checked your subscription status to verify that you still have the trial? If it's gone, use the Contact Support link at the bottom to have them help.

Re: No Video in App Library for Ultra with Arlo Smart Premier 1 year trial

drm90247 — Thu, 24 Sep 2020 02:24:07 GMT

Subscription status intact and current, expires Aug 2021
4 cameras participating

Re: No Video in App Library for Ultra with Arlo Smart Premier 1 year trial

drm90247 — Thu, 24 Sep 2020 02:27:29 GMT

I also have an SD card. However, when I review it, there is motion videos in library, but, no thumbnails. Is this correct? My older system has thumbnails

Re: No Video in App Library for Ultra with Arlo Smart Premier 1 year trial

drm90247 — Thu, 24 Sep 2020 02:30:05 GMT

FYI- this is the fourth system I have installed, but the only one I am having problems with. Could it be a bad Base Station. Purchased directly from Arlo (online order)

Re: No Video in App Library for Ultra with Arlo Smart Premier 1 year trial

dcfox1 — Thu, 24 Sep 2020 18:38:08 GMT

@drm90247 wrote:
I also have an SD card. However, when I review it, there is motion videos in library, but, no thumbnails. Is this correct? My older system has thumbnails

Yes that is correct, It shows the download icon for each recording via app not the picture preview like you would see in cloud. A draw back to local storage. If you view the SD on a PC you can see the preview.

Re: No Video in App Library for Ultra with Arlo Smart Premier 1 year trial

drm90247 — Thu, 24 Sep 2020 19:56:03 GMT

Thank you for the clarification 👍

Re: No Video in App Library for Ultra with Arlo Smart Premier 1 year trial. Tried reinstalling.

drm90247 — Fri, 25 Sep 2020 03:21:53 GMT

UpDate:
I logged in with a different phone, and everything worked as normal. Which, now leads me to believe that it’s an issue with the iPhone 11 and the Arlo App. With Arlo support on the phone, we tried to delete the app and reinstall. Interestingly, I didn’t have to login, the reloaded app kept all information, and I didn’t have to re-login. So, new mystery..., still do not have any videos in library. Could it be the phone? The App? Or some setting?
Stay tooned... 🙇🏻‍♂️Ugh!👎

Re: No Video in App Library for Ultra with Arlo Smart Premier 1 year trial. Tried reinstalling.

demannu — Fri, 25 Sep 2020 06:06:26 GMT

Ive never got the thumb nail on local storage, just assumed it was an intentional "feature" that alro always seem to come up with to cripple owners of their products from not buying into their subscription.