topic Re: VMC3030 unable to view library as of 11/30/21 in Arlo

Unable to subscribe, change plan, change billing or view library

ksss11 — Tue, 30 Nov 2021 16:30:44 GMT

We signed up for the subscription and put in our credit card number and all. The 'trial' ended yesterday and now we cannot access our system--the library and cameras. It says its unavailable.

what do I do?

No recordings

PRNLEIA — Tue, 30 Nov 2021 13:57:35 GMT

My phone says no recordings

this morning I have not been able to retrieve any recordings

Rpsmith3 — Tue, 30 Nov 2021 14:14:08 GMT

is anyone else having issues this morning?

VMC3030 unable to view library as of 11/30/21

b_k — Tue, 30 Nov 2021 14:15:42 GMT

As of 11/30/21, I am unable to view library and there is an orange line at the top of page that I have to click on for it to disappear. I understand we do not have support any longer therefore, can anyone help?

Re: subscription

Ixnarple — Tue, 30 Nov 2021 14:17:23 GMT

ksss11,

It may not be a problem with your subscription. Considering when you posted your note... I am having the same issue this morning here in central Kentucky, as is a friend with a similar Arlo system in North Texas. Seems to be wide spread. Our troubles include several different error messages at times, other attempts result in no error msg, only a blank screen. Sometimes the individual videos show up as a thumbnail, but when we click on the thumbnail, the result is a blank page. Other times the thumbnails don't even show up.

This is a brand-new problem just encountered this morning, and although Arlo's "Status" page ( https://status.arlo.com/ ) shows no issues this morning... clearly there is something going on...

Re: VMC3030 unable to view library as of 11/30/21

Barc — Tue, 30 Nov 2021 14:23:11 GMT

It was working for me earlier this morning but now I'm getting the exact same thing.

Re: VMC3030 unable to view library as of 11/30/21

b_k — Tue, 30 Nov 2021 14:28:24 GMT

I also received an error message about not having a subscription. I have had this camera for 2 years so have never had one. I hope they get this fixed now that we don't have any support any longer.

Re: VMC3030 unable to view library as of 11/30/21

SleepyCandleMan — Tue, 30 Nov 2021 14:28:40 GMT

I'm having the same issue. I think it may be an issue with Arlo themselves. I cannot access my library in app or in web.

Re: VMC3030 unable to view library as of 11/30/21

b_k — Tue, 30 Nov 2021 14:30:48 GMT

Thank you all for your response. I am glad it isn't only mine.

Re: VMC3030 unable to view library as of 11/30/21

Barc — Tue, 30 Nov 2021 14:32:08 GMT

Agreed. I checked my subscription and the latest payment is being processed today. I think Arlo might be having issues with their subscription server.

Arlo pro 3 secure plan

touchwood — Tue, 30 Nov 2021 14:33:30 GMT

Hi I'm having trouble with my secure plan. I have had the plan for one week since the free trial and everything was ok up till today now all the recorded video are gone and there is no direct way to contact support. Can anyone help?

Thanks

Re: VMC3030 unable to view library as of 11/30/21

Ixnarple — Tue, 30 Nov 2021 14:36:39 GMT

I am having the same issue this morning here in central Kentucky, as is a friend with a similar Arlo system in North Texas. Seems to be wide spread. Our troubles include several different error messages at times, other attempts result in no error msg, only a blank screen. Sometimes the individual videos show up as a thumbnail, but when we click on the thumbnail, the result is a blank page. Other times the thumbnails don't even show up.

This is a brand-new problem just encountered this morning, and although Arlo's "Status" page ( https://status.arlo.com/ ) shows no issues this morning... clearly there is something going on...

Re: subscription

ksss11 — Tue, 30 Nov 2021 14:39:26 GMT

Thanks. I guess we wait. I kept getting a msg for when the trial ended to confirm my subscription but when I went to the sub. page everything was set up so I didn't know if it was something messed up.

Re: subscription

ksss11 — Tue, 30 Nov 2021 14:44:16 GMT

Also on the settings page--the subscription and other categories are greyed out like they aren't available, so I cannot even check to see if my subscription is set up or anything.

Re: this morning I have not been able to retrieve any recordings

jguerdat — Tue, 30 Nov 2021 14:45:09 GMT

Working here. Have you tried both the app and web client? For the phone, try rebooting it and maybe reinstalling the app.

Re: VMC3030 unable to view library as of 11/30/21

b_k — Tue, 30 Nov 2021 14:51:02 GMT

Clearly, I hope someone can report this to Arlo. Without a subscription, live support is no longer available.

Re: subscription

Ixnarple — Tue, 30 Nov 2021 14:51:40 GMT

ksss11,

I, too, have a paid up subscription, but also have one newly added camera with the free 3-month. The free 3-month free period is not due to end until 12/9... My friend in Texas has a paid up subscription with no newly added cameras and no overlying free period. She is just on her paid subscription. So it doesn't really look like it has to do with rotating from a free period onto a paid subscription. I've been all over the Arlo site this morning searching for somewhere to "report" an issue. Have had brief "chats" with several robots to no avail. This is a brand new Arlo glitch for us. She has had her cameras for maybe 5 years... I have had mine for 4-ish. While Arlo has it's many & varied hiccups, this is a brand new one. And a great big one.

Re: this morning I have not been able to retrieve any recordings

Rpsmith3 — Tue, 30 Nov 2021 15:09:46 GMT

Tried everything you suggested. Waiting on support to fix the issue.

Subscription access

Vickmia — Tue, 30 Nov 2021 15:15:44 GMT

Is anyone have issues with accessing subscription? It seems like it’s not working?

Re: Subscription access

steel2081 — Tue, 30 Nov 2021 15:20:21 GMT

Same problem here this morning. Nothing is working correctly. Cameras keep going offline, no access to library and subscription is not showing up. Contacted support and they said that "We are currently investigating this issue and will fix it and update you as soon as possible."

Hopefully they will fix it soon!