Feed empty

[kiwideb]

I noticed yesterday that there is nothing in the Feed on my phone. I've not seen this before.

I tried using the chat to get help, which was unhelpful, so then asked for a person, but I'm not entitled to a person due to not having a subscription. And yet ... they took money for my subscription two days ago. I told the chat bot that I was entitled under my "plan" and we went round and round in circles, getting nowhere.

Why is there nothing in my feed? And why can I not get support when I pay a monthly subscription?

[kiwideb]

Arlo Secure shows both devices.

There is no record button on the live screen, so I cannot make a recording.

[kiwideb]

My app is version 6.26.1+6260102.

The feed is empty on my Android phone as well as on the PC login. When I tap Feed on the phone it flashes up images as if all the clips are there, then they are gone in an instant as if they never existed. It looks like a permission thing. That would agree with the chat bot implying I don't have a subscription.

[jguerdat]

Try rebooting the phone and reinstalling the app. You can also try a computer browser to use the web client (my.arlo.com).

[kiwideb]

I rebooted the phone - no change.

I charged the camera as it was getting low. I noticed the record button came back when I was rehanging the camera. Clicking it didn't seem to do anything though.

Then I saw a list of videos pop up (maybe on the Dashboard) dated back to the end of March. Woohoo! I went to look in the Feed - nothing. Boohoo! And then not to be found anywhere.

On the PC I can click on the record button now, but I can't tell it's doing anything.

Reinstalled the app. the only difference is that the record button has disappeared again.

[StephenB]

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@kiwideb wrote:

On the PC I can click on the record button now, but I can't tell it's doing anything.

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Have you checked the feed settings, just to make sure there isn't a filter in place?

But I think the main issue is subscription status, since cloud recording requires a subscription.  I'm tagging the mods here - @BrookeN , @ShayneS , @JamesC - in hopes they can help.

[ShayneS]

@kiwideb 

Can you please try manually switching modes by changing away from your current mode and then switching back to the mode with recording rules enabled? After that, test motion recording and confirm whether the recordings appear in your Feed.

If the symptom continues, please try deleting the rules from that mode, setting them up again, and then testing the same scenario once more.

[kiwideb]

Hi Shayne

I changed the mode away and back again. Tested for motion detection. Items did not appear in the Feed. (Only the mode change showed in the Feed on the PC.)

I deleted the rules and reinstated them. Tested for motion detection. Still no items. Just the notifications with no images.

I still suspect it's a subscription issue because when I try to get support it says I need to subscribe.

[kiwideb]

I just realized (doh!)... in the Rules, Record a Video is greyed out. Clicking on the information icon says I need to upgrade my cloud storage, but I already get 30 days cloud history with my plan!!!

My plan also says I get "support". How can I get support when it keeps telling me I don't have a plan, and yet if I click on Upgrade it takes me to my PLAN.

[kiwideb]

I found my exact problem here - "Auto paid for my subscription but i have no plan" - so I will follow up on that.

[ShayneS]

Hi @kiwideb 

Can you test this again, I made a small update on the backend and want to see if it helped with the symptoms your reporting. 

[kiwideb · Accepted solution]

Shayne, the problem has been resolved by deleting the cameras and re-adding them. Now everything is working as it should. I have lost my earlier history from the cloud though, which seems a bit rude since I did not interrupt my subscription. 

Thank you for trying to help!