topic Re: Record Video set to 2minutes only received 3 seconds in Arlo Ultra 2

Record Video set to 2minutes only received 3 seconds

TUKhS5Ays4Ez — Thu, 12 Oct 2023 01:30:16 GMT

I have a camera set to record video for 2 minutes, however I have a recording that is only 3 seconds long. Is there anyway to trouble-shoot without using support? I have two cameras that do not work because support asked me to remove them from base station, and now they cannot be added back. Support told me to buy new cameras, which is ridiculous.

Re: Record Video set to 2minutes only received 3 seconds

StephenB — Thu, 12 Oct 2023 12:13:05 GMT

@TUKhS5Ays4Ez wrote:

I have two cameras that do not work because support asked me to remove them from base station, and now they cannot be added back.

Have you tried a factory reset (holding down the sync button for about 10-15 seconds, until it flashes amber)?

@TUKhS5Ays4Ez wrote:

I have a camera set to record video for 2 minutes, however I have a recording that is only 3 seconds long.

Does this happen frequently, or is this just one time (or rare)?

Is the camera set to use activity zones?

Any evidence of poor signal (live streaming not working right, camera sometimes off-line, etc)?

Re: Record Video set to 2minutes only received 3 seconds

TUKhS5Ays4Ez — Sun, 17 Dec 2023 05:23:53 GMT

This happened on two consecutive cameras. The cameras could not be added back after a factory reset.

Re: Record Video set to 2minutes only received 3 seconds

StephenB — Sun, 17 Dec 2023 12:10:05 GMT

@TUKhS5Ays4Ez wrote:

This happened on two consecutive cameras. The cameras could not be added back after a factory reset.

Probably you will need to contact support again. I'm tagging the mods ( @JamesC , @BrookeN , and @ShayneS ) since it can be hard to reach support if you no longer have any cameras in a subscription plan in your account.

Re: Record Video set to 2minutes only received 3 seconds

TUKhS5Ays4Ez — Sun, 17 Dec 2023 13:25:30 GMT

Support was not helpful, simply told me to retry factory reset 50 times, and told me to buy new cameras. It felt very much like a software issue created by Arlo since the cameras worked before removal / factory reset.

Re: Record Video set to 2minutes only received 3 seconds

StephenB — Sun, 17 Dec 2023 14:08:28 GMT

@TUKhS5Ays4Ez wrote:

I have a camera set to record video for 2 minutes, however I have a recording that is only 3 seconds long.

That can happen if there is loss on the wifi connection (or the internet connection to the cloud).

Do you have local storage set up in the hub the Ultra is connected to?

Re: Record Video set to 2minutes only received 3 seconds

TUKhS5Ays4Ez — Tue, 19 Dec 2023 21:45:51 GMT

No, I do not have local storage. Are you saying local storage could have the full 2 minute video while the cloud only has 3 seconds? I also have my both my router and wifi router on uninterruptible power supply and QoS rules that prioritize Arlo based stations over everything else.

Re: Record Video set to 2minutes only received 3 seconds

StephenB — Tue, 19 Dec 2023 22:11:44 GMT

@TUKhS5Ays4Ez wrote:

Are you saying local storage could have the full 2 minute video while the cloud only has 3 seconds? I

Not exactly. I'm just thinking that it's a useful troubleshooting step.

Recordings in local storage don't rely on any cloud processing. Everything that triggers the cameras is recorded directly by the base - activity zones are not applied. As long as the wifi signal quality between the hub and camera is solid, the recordings will be complete.

If you see corruption in the local recordings, then it points to either an issue with the hub wifi signal quality, or to a hardware issue in the camera or base. That includes shortened recordings that end unexpectedly.

But if the recordings on the base are all good, then that points to either an issue with the internet connection between the base and the Arlo cloud (including the ethernet connection to the router), or to a service outage of some kind in the Arlo cloud.