I have four Arlo Essential Spotlight VMC 2030 security cameras.

[JoanCootes]

All four of my cameras appear to be working, but when I check "feed" in the app, nothing comes up, and it seems this started about 9.30 last night. There is nothing obstructing the cameras, three of them are hooked up to Arlo solar panels, but this is happening to all four cameras. Why is this happening?

[StephenB]

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@JoanCootes wrote:

All four of my cameras appear to be working, but when I check "feed" in the app, nothing comes up, and it seems this started about 9.30 last night. There is nothing obstructing the cameras, three of them are hooked up to Arlo solar panels, but this is happening to all four cameras. Why is this happening?

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If you make a manual recording while livestreaming a camera, do you see that show up in the feed?

[JoanCootes]

If you mean click on the camera icon, yes that showed up in the feed.

I think I may have figured out what is happening. The same thing happened this morning when I went to check the feed, it came up empty, but then a pop-up came up telling me to log back in. I hadn't logged out, it seems the system automatically logged me out at some stage. When I clicked on "log back in", then I got all the feed from overnight. I don't know why I would have been logged out. If it happens again tomorrow morning, I will go to the page on the app where I log out and see what that says. I would appreciate any input as to why I would automatically be logged out.

[StephenB]

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@JoanCootes wrote:

I would appreciate any input as to why I would automatically be logged out.

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Are you using the mobile app, or are you using a PC (browsing to my.arlo.com)?

[JoanCootes]

I have been exploring the app on my mobile phone, that is where I check my cameras. Again this morning I have nothing in my feed, and yet the cameras are still working and recording incidents. This is the third morning this has happened. I turn off my mobile phone at night, and every morning when I turn it back on, I check the cameras. This morning, I was doing that, and I saw that the last recorded incident was about 10pm, and the feed was empty after that time, and is still empty at 9.53am. But the last two mornings, after a certain time, I will get notifications in the feed and all the footage that was recorded overnight. I have not changed any settings to cause this to happen. I thought it might have been that I had been logged off, but it wasn't the case this morning. I actually logged out of the app myself, waited a few minutes, then logged back in, but it made no difference, nothing came up in the feed. I even uninstalled the app, waited a few minutes, then re-installed, but that made no difference either, still nothing coming up in the feed. The cameras are still working, and I can check live footage, but I need to be able to check the feed. This is really frustrating, and worrying. I live in an area where I need to have fully functioning security cameras for my own peace of mind.

[JoanCootes]

Further information. I logged in on my PC and was able to check the feed there, everything was working fine. And at 10.27am I got a notification on my mobile phone that there was footage in my feed, and when I checked the app on my mobile all the footage from overnight was there. It seems that from about 10pm till about 10am I don't get anything in the feed on my mobile, but after that time the footage is in my feed. I haven't changed any settings to cause this to happen, and I would like to know why this is happening.

[ShayneS]

Hi @JoanCootes 

Are you still experiencing this symptom. I don't see any schedules setup that should affect the time of recordings at the moment. Does this recording for the 10:27 AM appear in the feed on the web portal at my.arlo.com?

[JoanCootes]

Yes I am still experiencing this. I haven't set up any schedules. I have been keeping an eye on the situation, of course, I have always kept a close watch on my cameras. It seems that between about 10pm and about 10am the cameras (which of course are operating 24/7) are still recording incidents but I can't pick them up in the feed on my mobile phone app. (It seems that on the PC I can pick them up at any time, I think.) But then from about 10am onwards, everything is back to normal. Thank you for your input, and to the others who have had input, but I think everything is ok, it's just a bit of a puzzle to me, but the cameras still seem to be working fine and I can still check the feed between about 10am and about 10pm, so I will leave it go for now. Thank you.

[ShayneS]

@JoanCootes 

Okay, to make sure I understand this correctly, when you devices are armed between 10pm-10am, if you receive a motion detection alert and the device makes a recording, it does not appear in your Arlo feed? Are the recordings missing from that time frame, or do they show up after 10am on the Arlo app? 

Is there a chance you can verify and test this sometime after that 10PM timeframe or before 10AM?

[JoanCootes]

I already replied to this question, but it seems my reply has disappeared. As I said, the cameras are working fine, operating 24/7, but between about 10pm and about 10am, if there is a motion detection alert and I go to check the feed, there is nothing there. But after about 10am, I check the feed and all the overnight alerts are there and I can check through them. I haven't set up any schedules for this to happen, it just started last Monday morning, 28th April. As the cameras are still working fine, I will leave it go at this stage. Thank you all for your input, it is much appreciated.

[ShayneS]

Do you want to further troubleshoot this? I can have the team look in to this, but will require more questions from me. 

[JoanCootes]

No, thank you, the cameras are working, and if I wait till after 10 am I can check the recorded events on my mobile phone app. I appreciate all the assistance in this matter from you and the others, and I will leave it for now. Thank you.

[ShayneS]

@JoanCootes 

Please let me know if you change your mind and I will be here to assist. 

[JoanCootes]

I think I may have spoken too soon. Everything was going reasonably well last evening, but then around 6pm I was going to check the feed on my mobile phone app, and got the message that I needed to log back in. (I hadn't logged out, I guess the system spat me off for some reason.) I typed in my details, and was told "request was out of time" or words to that effect. I got that message as soon as I finished typing my password. I tried a few more times, and couldn't log back in. Meanwhile, I tested the cameras by physically waving my hand in front of one of them and walking in view of another one, and they were both working fine. I decided to try accessing my account on my PC, typed in my details, and couldn't log in there either. (I had thought that maybe the mobile phone app was having problems, and I also tried uninstalling and re-installing on my phone, but that didn't help. I also tried turning off my mobile phone and then turning it back on, but that made no difference either.) Obviously at this time I couldn't access tech support as that is only available between 9am and 5pm. But then, later on I tried accessing the feed on my mobile phone, and was able to log back in and got the feed ok. I have no idea what has been going on, unless there was a problem further down the line, or something, I don't know. But everything seems to be working fine now. At this stage, if everything is ok, I don't think you need to do anything at your end, unless you would like to check my system there, if you can do that, I don't know how it works, but if you do decide that, I give my authority for that to happen. Thank you.

[ShayneS · Accepted solution]

@JoanCootes Thanks for the details. There was a symptom where you may have not been able to login for a short period of time. This was promptly resolved and the reason you were able to login shortly after. 

[JoanCootes]

Thank you for letting me know. I'm glad it was sorted out quickly.