topic Re: All cameras and recording history gone in Arlo

All cameras and recording history gone

georaldc — Tue, 16 Jan 2018 06:01:24 GMT

Anyone know what exactly happened here? Been using my current setup for a year now and all of a sudden, all my cameras just disappeared from my account (not even offline, just gone) and even any recording history I’ve had. It’s like logging into a brand new account again.

Re: All cameras and recording history gone

OTACORB — Tue, 16 Jan 2018 06:39:49 GMT

Yes, I just logged in to find all my camera's and history gone as well. Like you said it like everything vanished and I am having to setup my account all over again! This is freaking crazy I am surely not going to take camera's down from their perches this late at night. How lame can you get. I am fixing to go with wired camera's that I can monitor all the time, this is for the birds!

Re: All cameras and recording history gone

jguerdat — Tue, 16 Jan 2018 13:44:29 GMT

Do you get an error message of any sort? What have you tried? What do you see? Have ou restarted the base? Tried both the app and a browser? What are the LEDs on the base showing?

Re: All cameras and recording history gone

HCKennedy-Arlo — Tue, 16 Jan 2018 16:21:23 GMT

Yep, same with me. Yesterday at 6:10 PM MST all my cameras disappeared and my App just says "Add device". I can see my library though. And when I checked Alexa, it can see the cameras through the Netgear router....strange.

Re: All cameras gone

Train64 — Tue, 16 Jan 2018 16:20:30 GMT

After the last year running smoothly I just logged in and all my cameras are gone. What's up?

Re: All cameras and recording history gone

OTACORB — Tue, 16 Jan 2018 16:47:45 GMT

I restarted my router and modem. I checked my cables, I restarted the Arlo base station. Power light is green, internet light is green. Camera light is amber. When I login rather through an iOS app or the web it shows I need to add devices. None of my devices are showing up including the base station. I have not reset the base station, do you recommend that I do that? I did also try adding one camera and it goes through the process, but doesn't actually connect.. still shows no devices. This seems like a backend issue to me, but I don't know.

Re: All cameras and recording history gone

Tas29596 — Tue, 16 Jan 2018 17:07:14 GMT

Same here mine are gone also, just shows add camera. I have not been happy with this camera system from the start, I have some other cameras that are stand alone that are much easier to setup and use the only thing they are not weather Proof but I've had two of them out side under my porch roof for a year in freezing weather with no problems.

Re: All cameras and recording history gone

Ncove — Tue, 16 Jan 2018 17:12:28 GMT

Same here. Everythings gone. Tried every thing but reinstalling.!!!!!!!!!!!!

Re: All cameras and recording history gone

jguerdat — Tue, 16 Jan 2018 18:33:22 GMT

The solid Amber Camera LED means the base needs to be claimed. Use the Add Device button to read your base. Whether you'll then need to sync the cameras will need to be found out - I suspect you will.

Re: All cameras and recording history gone

OTACORB — Tue, 16 Jan 2018 18:37:10 GMT

You can't remove it, because it doesn't show up in devices. But I reset my base station and then added the base station back to my account. Unfortuantely it requires you to resync all your cameras, but I am back up and running. No explaination is to way this has suddenly happened to several of us at the same time.

Re: All cameras and recording history gone

Ncove — Tue, 16 Jan 2018 18:48:27 GMT

This worked for me. Just a hassle.

Re: All cameras and recording history gone

jguerdat — Tue, 16 Jan 2018 18:52:13 GMT

OTACORB wrote:

You can't remove it, because it doesn't show up in devices. But I reset my base station and then added the base station back to my account. Unfortuantely it requires you to resync all your cameras, but I am back up and running. No explaination is to way this has suddenly happened to several of us at the same time.

I don't think there was a reason to reset. I would have tried just adding it in without anything else.

Re: All cameras and recording history gone

OTACORB — Tue, 16 Jan 2018 18:58:06 GMT

jguerdat wrote:
I don't think there was a reason to reset. I would have tried just adding it in without anything else.

I did live chat with support and we tried doing it without the reset and for some reason it kept giving an authentication error. So, she had me reset it. She said that the base station had become deactivated and that is why it had to be reset. I don't know, just repeating what she told me. Hopefully others don't have to reset.

Re: All cameras and recording history gone

Glayron — Tue, 16 Jan 2018 21:15:07 GMT

Same thing here. Had to resync everything and redo the rules. Not good for a security system!

Re: All cameras and recording history gone

OTACORB — Tue, 16 Jan 2018 22:27:20 GMT

DawnM wrote:
Hello all,

We are looking into this issue to see what happened on our end. Unfortunately the only resolution at this time is to add the base station and cameras again. If you receive an error, and it won't allow you to add the base station, you will need to reset the base station, then add it and the cameras again. Sorry for the inconvenience, and thank you for your patience. We are doing everything on our end to get to the bottom of this to ensure it doesn't happen again. If you still have issues adding the base station after resetting it, please give technical support a call.

Sincerely,
Dawn Marshall
Community Manager, NETGEAR

Thank you for the confirmation! It is a pain in the rear-end having to resync the cameras. I got some way up that will require ladders and we have freezing rain and snow today, so those will have to wait. I hope you all do find out what cause this because what if I had been on vacation out of town? Just too bad too sad old dad. 😞

Re: All cameras and recording history gone

Freddiep2 — Tue, 16 Jan 2018 23:32:05 GMT

I was able to add the Base Station in the App, the Mode screen did appear.

still unable to Sync cameras to the Base.. any ideas.p

My cameras are all missing as well since last night

Artdogor — Tue, 16 Jan 2018 23:47:48 GMT

I have 2 Arlo base stations and the same, no power, all cameras gone, Last recording was last night. Must be something on Netgears end. Very frustrating, we spend so much time re syncing, and trouble shooting.

Re: All cameras and recording history gone

OTACORB — Wed, 17 Jan 2018 00:44:31 GMT

Freddiep2 wrote:
I was able to add the Base Station in the App, the Mode screen did appear.
still unable to Sync cameras to the Base.. any ideas.p

Did you try resetting the base station? This is what I had to do in order to get mine to work.

Re: All cameras and recording history gone

jguerdat — Wed, 17 Jan 2018 01:07:04 GMT

As noted in the post from DawnM, reset the base using the reset button until the LEDs flash amber and try again.

Re: All cameras and recording history gone

Texinois — Wed, 17 Jan 2018 04:51:43 GMT

All my cameras are gone too.. I've tried adding a device & resetting the base station, unplugging, resetting the router... Any other suggestions? The base station and cameras are still not showing up.