topic Re: All videos deleted/unavailable since May 20, 2017 in Arlo

All videos deleted/unavailable since May 20, 2017

Prolixium — Wed, 31 May 2017 00:41:10 GMT

Hi -

I've got 5x Arlo cameras and monitor another 2x cameras from a family member, which are linked to my account. I have the premier subscription, which gets me 30 days of video history in NETGEAR's cloud.

Just wondering if it's only me.. but today (5/30), it seems all of my saved videos in the library between 5/20 and today have vanished. The latest video I can pull up is late in the day from 5/20. Stranger still, if I try manually recording a video, it doesn't show up in the library, either. I'm seeing this both on the web view and via the Android app.

I'm hoping this is a server-side temporary bug in NETGEAR's cloud (AWS, it seems).

Anyone else see something similar?

- Mark

Re: All videos deleted/unavailable since May 20, 2017

czyko — Wed, 31 May 2017 00:46:47 GMT

It would appear the cloud servers of Netgear are having issues again. I think we are going to have to expect this periodically. This is the 2nd time within a month this has happened. Thus the reason not to have this system as a primary security fence.

Re: All videos deleted/unavailable since May 20, 2017

Mjh270 — Wed, 31 May 2017 00:47:06 GMT

Yes. They were there a few hours ago and now the last weeks are gone.

Re: All videos deleted/unavailable since May 20, 2017

4ld3n — Wed, 31 May 2017 00:54:19 GMT

Mine are gone also.

Re: All videos deleted/unavailable since May 20, 2017

Secure1 — Wed, 31 May 2017 01:15:01 GMT

Arlo VMS4330 wireless camera recordings lost today 5/30

Is there any way to recover them?

Re: All videos deleted/unavailable since May 20, 2017

Tlogue — Wed, 31 May 2017 01:19:24 GMT

Mine are lost on my phone app, but they still show up on the arlo app on my Apple TV

Re: All videos deleted/unavailable since May 20, 2017

Max_82 — Wed, 31 May 2017 01:24:48 GMT

Yes! Just today I noticed my Arlo won't record video. WTF! This is why I bought this particular camera!

I think they've been hacked, imo.

Re: All videos deleted/unavailable since May 20, 2017

mkrieger — Wed, 31 May 2017 01:33:28 GMT

Same issue here.

Re: All videos deleted/unavailable since May 20, 2017

Secure1 — Wed, 31 May 2017 01:47:57 GMT

My recordings are gone as well and cannot record manually/live. Has anyone ever been able to recover lost recordings. I am new to Arlo Pro and just set it up yesterday.

Re: All videos deleted/unavailable since May 20, 2017

Prolixium — Wed, 31 May 2017 03:15:12 GMT

Thanks for the confirmation that it wasn't just me, folks!

That being said, it looks to be back. I can see videos from the 20th to today, now, and even the videos that were recorded during the "outage".

I'm even laughing asking this, but - NETGEAR, can we get an RFO?

- Mark

Re: All videos deleted/unavailable since May 20, 2017

JamesC — Wed, 31 May 2017 14:58:13 GMT

There was a temporary limitation displaying thumbnails and videos the Arlo library. This issue has been resolved. Please contact customer support if you have any questions. Thank you!

JamesC

Re: All videos deleted/unavailable since May 20, 2017

Prolixium — Wed, 31 May 2017 15:43:46 GMT

Thanks, JamesC! Appreciate the partial transparency.

Does NETGEAR have or have plans for a status page, similar to http://status.aws.amazon.com/ - something to indicate system status and open issues?

I've had various problems contacting support and using the live chat in the past (random server errors, etc.), which leaves the community here as the best way of determining the scope of an issue (is it me? is it everyone? does netgear know about it?). It would benefit customers to have a status page so that threads like this one aren't always necessary.

- Mark

Re: All videos deleted/unavailable since May 20, 2017

JamesC — Wed, 31 May 2017 16:03:11 GMT

Currently, the Announcements section here would be the best place to go for this information.

This issue was posted there as soon as we became aware of the problem.

You can view the announcements section here: Announcements

JamesC

Re: All videos deleted/unavailable since May 20, 2017

Prolixium — Wed, 31 May 2017 19:36:24 GMT

Thanks, JamesC. I made an assumption that the Announcements section was just for new products/features. I see that it provides service status updates, too. Thanks!

- Mark