topic Re: CAN'T ACCESS LIBRARY, VMB4540 in Arlo

CAN'T ACCESS LIBRARY, VMB4540

RRFAB — Wed, 15 Nov 2023 17:00:26 GMT

I keep getting the "There was an error obtaining your library. Arlo team is working on this issue." message when I try to view my recordings on my local storage connected to the base station. I don't need all the standard troubleshooting suggestions; everything is hooked up correctly, all settings are correct and I've tried all the other suggestions (access from another device, logging out, restarting everything, etc). I have the most current firmware. This has been going on for 2 days. I can view about 1-3 recordings first thing in the morning before it quits reloading the clips and I get the error message. I've tried the chat, but I cannot get a support person because all I can select is the product type, the other options will not load any models, etc, so I cannot move forward to support.

Re: CAN'T ACCESS LIBRARY, VMB4540

ShayneS — Thu, 16 Nov 2023 23:50:10 GMT

Hi @RRFAB

Are you still experiencing this issue?

Re: CAN'T ACCESS LIBRARY, VMB4540

RRFAB — Fri, 17 Nov 2023 14:11:33 GMT

Yes this issue is still ongoing. Yesterday I was able to review 8 videos from my library before it quit loading and gave me the same error message.

Re: CAN'T ACCESS LIBRARY, VMB4540

ShayneS — Fri, 17 Nov 2023 17:50:25 GMT

Which version of the Arlo app this occurring on and is this on iOS or Android?

Re: CAN'T ACCESS LIBRARY, VMB4540

RRFAB — Fri, 17 Nov 2023 17:52:27 GMT

Running version 4.10.2_28611 released 11-8-23 on the Android platform.

Re: CAN'T ACCESS LIBRARY, VMB4540

ShayneS — Fri, 17 Nov 2023 19:11:29 GMT

Received Thank you, I will report back as soon as possible with more info.

Re: CAN'T ACCESS LIBRARY, VMB4540

ShayneS — Tue, 02 Jan 2024 18:19:09 GMT

Hi @RRFAB

Are you still experiencing this issue?

Re: CAN'T ACCESS LIBRARY, VMB4540

RRFAB — Thu, 11 Jan 2024 18:28:10 GMT

I haven't needed to review multiple videos since I initially experienced this problem. I never heard back after I sent the requested files, so it slipped my mind. Was there anything atypical that stood out for causing the inability to see my videos in the library after viewing several?

I checked a bunch of videos this morning and the problem did not recur; I only reviewed 20-25, so maybe that wasn't enough to recreate, but previously I had viewed less than that for it to lock up.

Re: CAN'T ACCESS LIBRARY, VMB4540

ShayneS — Fri, 12 Jan 2024 17:37:16 GMT

Thank you for the update. Please let me know if the issue occurs again and we can review a refreshed diagnostic log.

Re: CAN'T ACCESS LIBRARY, VMB4540

RRFAB — Wed, 28 Feb 2024 15:16:21 GMT

This issue is still ongoing; again just this morning. I've emailed a couple times stating that it is still happening, but have not received a response. How can we get this resolved?

Thank you,