All Cloud Service Stop working

[EzawaRina]

Hi everyone in Arlo community.

My Arlo Pro2 cloud service seems not working anymore, after they change the 'Basic Plan' to 'No Subscribe'

7 Days free cloud recording and playback is what they provide when NETGEAR sell these device to me.

However seems they had cancel the online playback service ‘quietly’.

The most horrible thing is the Download function is also not working any more, which should be available in ' No Subscribe' status.

 I am living in China and all the Support is not available.

Live Chat - No.

Phone Call - No. NETGEAR said Arlo is an independent company now. No phone support anymore.

E-Mail - No replay in 10 working days.

[jguerdat]

We're gonna need a whole lot more detail about this. The free plan is still available and working, it's just in use unless you have subscribe.

Verify that the motion icons for each camera in the Devices tab are black, not gray. If gray, check your modes and enable the proper mode.

[brh]

@EzawaRina,

here is the latest plan information from Arlo:

https://kb.arlo.com/88/What-are-the-available-Arlo-subscription-plans-and-how-much-cloud-recording-i...

Since you list Pro 2 the basic plan should still be available, at least in the US. Only the Ultra system has changed. I don't know about plans in China. send a note to @JamesC and see if he can help you.

Brian

[EzawaRina]

Thanks for your help. I will try to explain it more precisely.

As you can see all camera shoud be work just fine. I can see real time footage.

And check the Library, you can see the camera did recorded some videos but all preview is blank.

But I can’t playback the video  or download it.

[EzawaRina]

Thanks Brian.

I had check the update from apps first, it direct to:

https://kb.arlo.com/000062162/What-options-will-I-have-when-the-Arlo-Smart-Premier-1-year-service-pl...

In that form

seems No Subscription for Pro 2 Live streaming - NO

I am not quite sure it is still available for me.

I even try to subscribe a smart plans, but seem it only selling in some countries.

[brh]

@EzawaRina,

In that document if you look at the column that starts with: it says that there 7 days of rolling storage available for no subscription.

No Subscription
(Wire-Free, Pro, Pro 2, Q, Q Plus, Go, Baby)

it says that there 7 days of rolling storage available for no subscription.

Brian

[EzawaRina]

I see.

I there any idea about this？ Thanks.

[brh]

@EzawaRina,

Please read these community posts about using Arlo cameras in China. One user was able to get the system working by using a VPN.

https://community.arlo.com/t5/Arlo/Arlo-inaccessible-in-China/td-p/1415053

The user used VPNunlimited from Keep Solid Inc.

Brian

[Asiri12]

Hi EzawaRina,
I’m living in China and I start having exactly the same problem since 3 weeks.
It was working fine for few months and suddenly recorded files in the library could not be opened/downloaded even though I’m using VPN.
Live stream is working fine.

Please let me know if you get any solution for this problem.
Thanks and regards,

[EzawaRina]

Yes. This Issue was found few weeks earlier.

I am quite sure it is not cause by GFW. So VPN won't help.

All web or App Camera Rolling is not available now.

Netgear had stop support arlo products and I am not able to contact them.

[EzawaRina]

Well actually I am quite sure this not related to the GFW.

Because as you can see in my former posted, the Live stream is working just fine. And the Base and Camera is online.

I can also  check there is new videos in Cloud server. But I just can not replay or download it.

Same issue is reported by local users in BBS or Apple App Store.

[EzawaRina]

Is there any chanse to let Arlo official engineer check this Issue？

The screenshot is ths last comment in Apple App Store, and provided this is not an isolated incident.

I am not going to translate all of it, but all one star rating is about this new outage Issue.

Hope the support team can see this.