7 day free recordings stopped after App Upgrade today

[klocks]

We have  had 2 external Arlo Pro2 cameras for many years and  were on no plan and always had 7 days free recordings . This morning we received an email from Arlo saying they  upgraded our Arlo Secure App and provided us with a one month trial of Arlo Secure Plan . However since receiving this email advice today  we are no longer getting any recordings or notifications at all of current movements on both cameras. All of the settings in the app are correct.

Live view  in the upgraded app shows cameras are working fine and they are both Armed. Wondering what has happened since this upgrade to stop our recordings altogether. Anyone else having this problem?

[jguerdat]

Try again. status.arlo.com shows login issues have been resolved.

[Digits1]

I am having the same problem.  Arlo needs to address this.

[RC_5000]

Same here. The schedule is no longer working. I adjusted the scheduler based with the updated APP and test them. They are all passed the test buttons.  But the scheduler does not kick in. 

[StephenB]

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@RC_5000 wrote:

Same here. The schedule is no longer working. I adjusted the scheduler based with the updated APP and test them. They are all passed the test buttons.  But the scheduler does not kick in. 

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I don't think that's the same problem as the main one on this thread.

But likely you have the enable list in the automations set incorrectly.  I suggest starting a new thread, and post screenshots of the automations you created.

[ShayneS]

@klocks 

Do you have another account, I'm not seeing any Pro 2 devices attached to your account. 

[Digits1]

I have two Pro cameras active and two Pro2 cameras inactive.  With all I still should be receiving the rolling 7 day cloud storage.  I'm not seeing any.

Both Pro cameras firmware 1.092.1.0_9_120d8b7 hardware H11

Pro 2 cameras hardware H6, firmware not shown in app

The fact remains once the trial period was over the rolling 7 day cloud storage quit.  I didn't choose to accept the trial period.

[ShayneS]

 @Digits1 

Are you still experiencing this? I checked some data on the backend and you have some recordings from 2025-05-01 and at 20:47:52 UTC a 15 sec recording. Are you able to view these today?

Can you see them on the web portal at my.arlo.com?

[Digits1]

Yes, I am seeing the saved recordings in the "Feed".  It lumps all of the videos together instead of separating them by camera.  I see that as a slight downgrade but I'm glad to have the recordings.  I did put in a USB drive so maybe that is where this is being stored.  How does one confirm that?

[StephenB]

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@Digits1 wrote:

Yes, I am seeing the saved recordings in the "Feed".  It lumps all of the videos together instead of separating them by camera.  I see that as a slight downgrade but I'm glad to have the recordings.  I did put in a USB drive so maybe that is where this is being stored.  How does one confirm that?

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What hub model do you have?  Only the VMB4540 and VMB5000 have playback features.  The VMB4000 and VMB4500 require you to eject the USB drive from the hub and connect it to a PC.  Also, if you were using local storage, there would be a "Local" and "Cloud" tab on the feed page.  Local recordings would only be shown on the Local tab.

As far as filtering goes, you can select specific cameras by touching the three dots in the upper right of the page, and then pressing "Select Events".  This is sticky, so you need to remember to set it back to view everything when you are done.

But there is a simpler way to see recordings for a single camera.  Go to the devices page, and touch the camera tile.  You'll see the recordings for the camera there.

[CamillaHarvey]

I am having the same problem, no longer recording but the cameras work perfectly. This is very disappointing it appears that although promised 7 day free recording Arlo has stopped this altogether I was told my cameras were end of life! There is nothing the matter with them except the company seems to have blocked the facility

[StephenB]

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@CamillaHarvey wrote:

I am having the same problem, no longer recording but the cameras work perfectly. This is very disappointing it appears that although promised 7 day free recording Arlo has stopped this altogether I was told my cameras were end of life! There is nothing the matter with them except the company seems to have blocked the facility

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Best not to post the same problem on multiple discussion threads. 

• Yes, your cameras are end of life
• No, Arlo did not remove 7-day cloud storage

Something else is wrong.  

[ShayneS]

@CamillaHarvey 

After reviewing your account, you have quite a few recordings from today May 6th. Are you not seeing these in the feed section on the App?

How about on the web portal?

[CamillaHarvey]

Hi Shayne I am now blocked out of the APP and desktop completely and it will not allow me to log in? can you please sort this out for me. I spoke to a lovely lady in support yesterday called Maria and she got my feed working, but now nothing at all?

[CamillaHarvey]

It says on desktop request timed out and will not allow me to log in. on the app it says fail to parse error body? call arlo.com.retrofit???

[jguerdat]

Try again. status.arlo.com shows login issues have been resolved.

[ShayneS]

@CamillaHarvey 

Are you still unable to login to your account?

[ShayneS]

Are we still experiencing this symptom? 

[CamillaHarvey]

Hi Shayne, I can now see the videos in Feed! However this is not as good as before where we could view in devices, which was much easier to navigate. Thank you for getting back to me

[ShayneS]

Thanks of the update.