Intermittent recording

[slyoung]

My cameras have been set up and running for over a month now. This week, I have experienced 2 days where they don't record at all. E.g., there are no recordings on 4/15 and 4/20. And yet, I know there was activity, as I myself went past those cameras. The first time, I had to Reset the cameras and they started recording again. Now it's happened again, but they started recording again without my intervention. Surely this is not normal operation? Is this a problem on Arlo's server end, not my end?

My second question is - WTH Arlo, is zero customer service what I can expect? The chatbot is no help at all in this situation. The phone numbers I found have obviously been shut off. Can anyone tell me an email or phone to speak to an actual intelligent human being? 

Thanks for any help.

[Dannybear]

Customer service is available via the arlo App or portal for those with a subscription plan.

Regards your missing recordings, check for wifi interference or low signal strength.

[slyoung]

Thank you, @Dannybear . Good thought - perhaps the signal strength had a blip, as it's been just fine all these weeks and currently shows full bars on all the cameras.

Regarding customer support - all I could access via Support is the chatbot and this forum. I went through all of its Q&As and it never offered me email or phone support. I am on a subscription plan.

[Dannybear]

I would then suggest that the issue is as you described with the local arlo server dropped the ball or the isp provider.
Intermittent failures are a bugger to fix unless you’re nearby to analyse.
There is an arlo status site that gets updated after the fix is made but it relates more to the arlo backend rather than the local servers from what I can tell.

If you don’t have a local phone contact showing in the app support page then it’s likely arlo doesn’t have any local people to help you.
If it continues to be a problem then ask for a forum moderator to look into the issue and open a case.

[StephenB]

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@slyoung wrote:

Regarding customer support - all I could access via Support is the chatbot and this forum. I went through all of its Q&As and it never offered me email or phone support. I am on a subscription plan.

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If you used the app, you should be able to select a camera with a subscription.  Then it should be giving you a phone option.

[slyoung]

Thank you, @Dannybear !

@StephenB , that must be the problem. In the app, I tapped the bubble with "..." instead of the device. I would never have thought to touch the device first, so thanks very much for those instructions. Yes, there is a phone number there.

Since @Dannybear has given me a plausible explanation for the outages, I will wait and see if the problem recurs. But I'm much assured that there is, in fact, customer support to help if it does.

You guys are the best!