topic Re: Error obtaining library in Arlo

Arlo Library not working

Jonh113 — Wed, 26 Oct 2022 17:48:48 GMT

Does anyone know if there is a problem with the Arlo library?

mine was showing recordings until today and now no videos and a message saying Arlo support are working on the problem

Re: Arlo Library not working

gilbo2 — Wed, 26 Oct 2022 17:58:30 GMT

Same here 😞

https:https://status.arlo.com///status.arlo.com/ is reporting that it's a known issue at the moment for "some" users.

Re: Arlo Library not working

gilbo2 — Wed, 26 Oct 2022 20:10:19 GMT

Seems to be fixed now 😉

Re: Arlo Library not working

ShayneS — Thu, 27 Oct 2022 17:19:56 GMT

This issue has been resolved, thank for the update.

Re: Arlo Library not working

Nytebyker — Sat, 03 Dec 2022 15:35:14 GMT

I know this is a few months after your post, but I have been having this problem for about a week now and it's frustrating.

Re: Arlo Library not working

ShayneS — Mon, 05 Dec 2022 20:14:59 GMT

Do you have screenshot of the error messaging?

Re: Arlo Library not working

Nytebyker — Tue, 10 Jan 2023 19:12:07 GMT

Re: Arlo Library not working

ShayneS — Wed, 25 Jan 2023 18:46:40 GMT

Are we still experiencing this issue?

Re: Arlo Library not working

Nytebyker — Thu, 26 Jan 2023 21:47:50 GMT

Yes. It happens, then it works, then it happens again. I am currently having this issue again.

Videos Not in Library

scarj88 — Sat, 04 Feb 2023 03:57:21 GMT

It is Feb 3, 2023 and since January 28 of this year I have not been able to access recordings in my library from these days. I have a notice that says

“There was an error obtaining your library. Arlo team is working on this issue.”

I have been through the less than helpful Chat Bot’s recommendations and end up in loops of same suggestions. Tried them all with no luck. The Arlo site with the Check System shows all green, and my subscription still shows active for all my cameras.
I’ve used 3 different devices to login from, all with existing access, all with no luck.
I receive the clips when there is motion on a camera as well as the app shows the notification counter. If I go to January 26, I can see all recordings from that day, just not after.

Being a fully detailed post, I don’t know if anyone will actually read this, but there is no way to actually contact Arlo Support other than to post and complain in here or deal with robo chat.

I also spent a few hours scrolling through these community posts with no avail at finding an option that helps, just Support team popping up occasionally saying it’s being looked into.

Re: Videos Not in Library

jguerdat — Sat, 04 Feb 2023 14:15:13 GMT

The first question is - do you have a subscription for your cameras? You don't mention what you have so I'm assuming they're newer than the Pro 2 which was the last one to have the free 7 day plan, meaning you need a sub to see cloud recordings. You would have gotten a trial sub when installing the cameras but the 3 month trial may be over.

Re: Videos Not in Library

scarj88 — Sat, 04 Feb 2023 20:51:43 GMT

Yes, I have a subscription. I mentioned it somewhere in the post.

Have the wired video doorbell with two outdoor plugged in Pro2’s and one indoor with the privacy shield.

Verified that all cameras are on the subscription and recording to cloud.

Re: Videos Not in Library

detroitlions — Sun, 05 Feb 2023 05:03:06 GMT

I presently only have local access as I refused to pay a subscription for 2K (I only want Arlo Secure) when I purchased 4K cameras. I have run into that Arlo BUG multiple times over the past year and shockingly enough, only on my Samsung Galaxy S22 Ultra. My work iPhone 12 never once had that issue. The bottom line is their Android app is still buggy and it just mysteriously starts working for no reason. At first I thought it was my Arlo base station which was the issue but that was put to rest once I tried my iPhone.

Re: Videos Not in Library

jguerdat — Sun, 05 Feb 2023 15:25:53 GMT

@scarj88 wrote:

Yes, I have a subscription. I mentioned it somewhere in the post.

Have the wired video doorbell with two outdoor plugged in Pro2’s and one indoor with the privacy shield.

Verified that all cameras are on the subscription and recording to cloud.

SInce you have a subscription, you can use Settings, Support, click on one of your camera types and get access to official support.

Have you tried the web client (my.arlo.com)? ANy chance a VPN may be in use?

Re: Videos Not in Library

scarj88 — Sun, 05 Feb 2023 16:08:12 GMT

I have checked on 3 devices, all various Apple vintages of products with newest OS and App version.

tried uninstalling and wiping from cloud and reinstalling app, still with no luck.

Re: Arlo Library not working

7036hunts — Sun, 05 Feb 2023 18:31:09 GMT

Yes, I noticed five next to the library and then I heard a pop and the 5 went away

Error obtaining library

techjpc1 — Mon, 06 Feb 2023 14:42:37 GMT

My Arlo Q cams have been recording events but since 2/3 I cannot access them "There was an error obtaining your library. Arlo team is working on this issue. I've logged out and in and even uinstalled the app and reinstalled it. When I login to my dashboard through a browser, it just spins when I try to access my library. I'm getting event notifications. Anyone else?

Re: Error obtaining library

ShayneS — Wed, 08 Feb 2023 18:31:06 GMT

Does it occur over other web browsers was well?

May I ask which troubleshooting steps you have performed so far? I don't want to suggest anything you have previously performed.

Re: Error obtaining library

gndocams — Thu, 09 Feb 2023 18:26:58 GMT

I am having the same exact problem with the same Arlo Q VMC3040 cameras. For me, this problem started January 27, 2023. I have tried resetting cameras and every combination and permutation of settings that I can think of without success. EOL not supposed to become effective until 1/1/2024, but my two separate system and cameras under two email accounts act like EOL in effect now. The only things that work are real-time log-in of cameras and notifications w/o capturing or email photos or videos.

Re: Error obtaining library

ShayneS — Thu, 09 Feb 2023 18:29:59 GMT

This occurs over the web browser as well?