View recordings in Local Storage

[MAP77]

It’s not possible for customers in europe to use recordings in Local Storage?

Have I understood this correctly?

I have bought 3 Arlo essentials 2 VMC 3050, they are connected to Arlo Pro SmartHub and from what I can see it does store videos on the external hard drive but I’m unable to see the videos in the app.

Extra info: I have an alarm system from Verisure 

[StephenB]

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@MAP77 wrote:

It’s not possible for customers in europe to use recordings in Local Storage?

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It is available in Europe.

If you are using an iPhone:  Have you updated to app version 6.41.0 (or newer)?

[MAP77]

I’m using an iPhone, and the app is version 6.43.0

[StephenB]

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@MAP77 wrote:

I’m using an iPhone, and the app is version 6.43.0

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Ok.

You say you have an "Arlo Pro Smarthub".  Can you provide the model (VMBxxxx).  Only the VMB4540 and VMB5000 support the direct access to local storage feature. 

VMB4000 and VMB4500 hubs support local recording, but do not support playback.  With those hubs, the only way to see the recording is to eject the storage using the app, and then connecting it to a PC for viewing.

[MAP77]

I have a VMB4540 😔

[StephenB]

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@MAP77 wrote:

I have a VMB4540

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Good, that does support direct access to local storage.

Have you tried ejecting the storage using the app, and then connecting to a PC?  Then look for recordings.  That would let us know if this is a recording issue or a playback issue.

[MAP77]

Yes, I can watch all the recording from the external device on my PC. 

Could it be that Verisure have turned off the ability to watch the recording in the settings when they did the setup? 

[StephenB]

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@MAP77 wrote:

Yes, I can watch all the recording from the external device on my PC. 

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Ok, so it is a playback issue.

Have you tried fully uninstalling and reinstalling the app?  That often will resolve playback issues.

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@MAP77 wrote:

Could it be that Verisure have turned off the ability to watch the recording in the settings when they did the setup? 

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AFAIK, the only way to do that is to turn off "View Recordings" in the local storage settings of the smarthub.

We'd be flooded with complaints here if Verisure turned off the ability for all of Europe.

[MAP77]

I tried uninstalling and reinstalling the app, that did not fix the issue. 

[StephenB]

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@MAP77 wrote:

I tried uninstalling and reinstalling the app, that did not fix the issue. 

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Do you see recordings when you select the smarthub on the devices page, and then select storage settings?

[MAP77]

No

 

[StephenB]

That looks like the screen from a VMB4000 or VMB4500 - not a VMB4540.

[MAP77]

 

 

[StephenB]

ok, so clearly a VMB4540.

What is strange is that you are missing controls on the local storage setting screen:

The above is from a VMB5000, but the VMB4540 screen should be the same - just saying "SD Card" instead of USB storage

[MAP77]

I’m thinking that I have to move the cameras that are attached to my Verisure plan to WiFi instead of the Hub and keep my own cameras on the SmartHub?

[StephenB]

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@MAP77 wrote:

I’m thinking that I have to move the cameras that are attached to my Verisure plan to WiFi instead of the Hub and keep my own cameras on the SmartHub?

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I don't think that will accomplish anything.  I'm tagging the mods - @BrookeN , @ShayneS - in hopes they can help.

[BrookeN]

Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.