topic Re: Continuous Video Recordings with Ultra 2 cameras in Arlo Ultra

Continuous Video Recordings with Ultra 2 cameras. Not able to get feature working.

TimUltra2User — Tue, 09 Feb 2021 17:24:32 GMT

Is anyone using Continuous Video Recording with Ultra 2 cameras? I purchased the CVR subscription but I can’t get the feature working. I have a case open with Arlo support but have not heard back from them. I have a software development background so I sent Arlo support exact steps on how to reproduce my problem including five screen shots.

Yes - I know that AC power is required to use CVR feature.

So back to my question. Does anyone have Continuous Video Recording working with Ultra 2 cameras?

Re: Continuous Video Recordings with Ultra 2 cameras

jguerdat — Tue, 09 Feb 2021 15:28:30 GMT

No Ultra 2s here but what does your subscription show for CVR? If you select to show the timeline for the camera(s), what do you see?

Re: Continuous Video Recordings with Ultra 2 cameras

TimUltra2User — Tue, 09 Feb 2021 18:34:27 GMT

Subscription > CVR Plan

Shows 1 camera participating in CVR subscription

It even shows a renewal date one month from the date I enrolled

Subscription > CVR Plan > Change Plan

Shows my correct camera name enrolled with 14 day option selected

Devices > clock icon of CVR camera

Shows timeline but you can’t select a range to see video

Error message “Add CVR plan to your camera to your camera to use timeline

feature”

Pressing UPGRADE NOW takes me right back to the Subscriptions screen which

shows I have already added a camera to CVR plan.

So the inconsistent screens suggests that I have a software problem not a configuration problem. I sent all these screen shots to Arlo support last week.

Re: Continuous Video Recordings with Ultra 2 cameras

jguerdat — Wed, 10 Feb 2021 15:39:31 GMT

Dumb, silly question but are you sure you're selecting the proper camera to view the timeline?

Re: Continuous Video Recordings with Ultra 2 cameras

TimUltra2User — Wed, 10 Feb 2021 18:55:33 GMT

Yes I am selecting the correct camera.

Re: Continuous Video Recordings with Ultra 2 cameras

JessicaP — Thu, 11 Feb 2021 17:14:41 GMT

Hey TimUltra2User,

You mentioned you contacted the support team about this. Let me reach out to you via private message to gather more information from you.

Re: Continuous Video Recordings with Ultra 2 cameras

TimUltra2User — Sun, 14 Feb 2021 21:40:26 GMT

My issue was resolved by Arlo support. Arlo support had me CANCEL my CVR subscription and re-enroll my camera.