All of my 6-day-old videos are suddenly missing/deleted from my library

[Callee]

All of my 6-day-old videos are suddenly missing/deleted from my library.  The videos contain important evidence that I need to download.  I contacted Arlo’s offshore customer service department and opened a case on day 6, but when I followed up with them the next day, they said that it was now past the 7-day timeframe and the files could never be recovered.  

Arlo Pro 2

Arlo app version 2.9.1

iPhone X

[StephenB]

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@Callee wrote:

All of my 6-day-old videos are suddenly missing/deleted from my library.  The videos contain important evidence that I need to download.  I contacted Arlo’s offshore customer service department and opened a case on day 6, but when I followed up with them the next day, they said that it was now past the 7-day timeframe and the files could never be recovered.  

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I'm sorry that happened, and it sounds like nothing can be done to fix it.

If your base station has a USB port or a MicroSD slot, then you might consider connecting a thumb drive or microSD card to the base.  That would give you a back up.  Of course it won't help now, but it is something you could do to preserve future recordings longer.

[michaelkenward]

No local storage?

[Callee]

I did not have external backup.

I trusted that Arlo was capable of providing reliable and redundant cloud storage. 

I also assumed that if Arlo erroneously erased my files prior to their 7-day commitment, they would care enough about their customers to restore the files.  I don’t understand why Arlo’s service is so inferior to their competitors.

My family purchased a different (cheaper) camera brand and they have never had issues with cloud storage.