topic Re: Videos on SD missing from web portal in Arlo Ultra

Videos on SD missing from web portal

Kammfam — Thu, 19 Dec 2019 16:28:46 GMT

This has been an issue since the Ultras came out, and I'm curious who is still dealing with it. Here's the last huge thread about it:

https://community.arlo.com/t5/Arlo-Ultra/Camera-recording-but-no-video-on-portal-New-thread/m-p/1719343

After more than a month of back and forth with Arlo, they decided that the problem was with the hardware, so they sent me a new base station. All seemed to be fine for about a month. Yesterday when I checked the web portal, I noticed that one of my Ultra cameras showed that there had been recent motion within the hour, but when I went into the Video Library, the last video was from like 6 hours before. So I pulled out my SD card and checked, and for that particular camera, I had FIFTEEN videos on my SD card that weren't in the cloud Video Library just from that day! I checked all my other Ultra cameras, and all of them had missing videos, though not quite as many as the first camera. My Pro2 cameras (same base station) have never seemed to be affected.

Also, weren't we supposed to be able to access our SD cards without removing them from the base station some time THIS YEAR??? Kind of running out of time to fulfill that promise, Arlo.

Re: Videos on SD missing from web portal

Gfdrhvdddfhhg — Thu, 19 Dec 2019 16:38:33 GMT

Count me in for that situation. They first told me that this is because of connectivity issues of base stations and advised me to change hw. I could’t manage to do this as I’m living outside the US.

If this is a security system, and already has a backup module in it, why they are not enabling firmware to sync Sd card videos with cloud when it establishes connection again?

May be this is a reason for them for still not allowing us to access sd cards through mobile app, as more people will recognize that there are missing videos at the cloud?

Re: Videos on SD missing from web portal

Kammfam — Mon, 23 Dec 2019 17:44:06 GMT

I really wish there was a way to just plug the base station directly into my computer so that I could always access local storage.

Arlo, this is STILL HAPPENING!! I have no idea how many videos I'm missing, and I do not have time to sort through the files on the SD card every day!!

Re: Videos on SD missing from web portal

Corymiiller — Sat, 28 Dec 2019 02:34:17 GMT

Following this thread. Mine too are missing on cloud. Someone on another thread said that they noticed it was only on cvr cameras. The 2 I have issues with are also on cvr plans. Coincidence? Waiting for fix.

Re: Videos on SD missing from web portal

n1976jmk — Sat, 28 Dec 2019 19:50:27 GMT

Hi @Kammfam, I just opened a case # this morning because I’m having exact same issue with my 2 Ultra cameras not sending smart notifications and or recording the clips to my library!!!

Re: Videos on SD missing from web portal

Kammfam — Sat, 28 Dec 2019 20:18:59 GMT

I'm glad other people are opening cases for this issue. I've been going back and forth with support for months now about this. And I bet WAY more people have this issue and don't even realize it, because the only way you would know is if you happened to see the motion trigger and then went to check for the video. But if people are only checking the video library once a day, they might have no idea there were supposed to be videos there.

Re: Videos on SD missing from web portal

Bluestreak20 — Sat, 04 Jan 2020 12:55:08 GMT

Wasn't happening until it happened. After two weeks of ownership I noticed several cloud items missing and found them on the SD. It's not just a certain camera doing it either.

Re: Videos on SD missing from web portal

Corymiiller — Sat, 04 Jan 2020 15:28:01 GMT

Canceled my cvr plan and still doing it so didn't have anything to do with that. Still waiting for fix.

Re: Videos on SD missing from web portal

Corymiiller — Fri, 27 Mar 2020 15:28:04 GMT

FYI this is still broken. Time for a software update or a new system completly.

Re: Videos on SD missing from web portal

JamesC — Fri, 27 Mar 2020 15:54:19 GMT

Corymiller,

Are you using Activity Zones? Because Activity Zones take place on the cloud, motion that occurs outside of the zones will show up in local storage but not on the cloud (the cloud determines the motion is outside the zone and filters it). This could be why some videos show up on your SD card but not the cloud library.

JamesC

Re: Videos on SD missing from web portal

Corymiiller — Sat, 28 Mar 2020 15:58:16 GMT

I am using activity zones but they are large zones. Almost the whole camera area. I think you are correct but the concerns I have would be that i have 3 cameras on my driveway this morning and about 10 clips on the SD from when I left for the day, and zero on the cloud. Since it is human traffic, vehicle, and tons of movement I still think it is a bug that needs worked out since it's clearly not picking up what it should be. I would rather all of my clips go to my cloud than be missing 10 stuck on the SD.