Arlo Pro 2 Library recording turn gray & won't play

[Lilac]

For the last 2 days, some of my library recordings turn gray and I am unable to play them.
I have restarted the base station, restarted my internet and the problem still persists. Looking for advice.

[Dannybear]

Do you get this using a mobile or using the arlo web portal?
I can’t say I have ever seen this issue but I am not using a subscription plan. If you’re using one has it expired?

[Lilac]

Thank you for your tesponse. I use the Arlo app on my phone. I hardly ever use the web portal. I think the ladt time I tried, it forced me to use the App. I don't have a subscription but I get 7 days of free recordings. The strange thing is that it's just a random few recordings that turned gray on my 2 cameras. Just puzzled.

[Dannybear]

Yeah, arlo backend seems to be a bit flaky lately.

To clarify this further it would be a good idea to try the web portal if at least to get to know what is required to get it working if you ever need it in the future. I suspect that you get stuck with the 2FA and so can’t proceed.

I have my mobile set as the device to receive the 2FA request so when I login on the web I then enable the browser to proceed with the login. A bit silly I know as it will always open the mobile app anyway before you can confirm the browser. You will likely have to do this daily if using a laptop or pc that gets shutdown. Make sure you have a second mobile device like an iPad with the app installed using your credentials in case you loose the phone as you would need arlo support to access the account and incur a subscription fee.

[Lilac]

Thank you again for the suggestion. Those few recordings are still gray even through the web portal but the problem seem to have gone away. Weird.

[Dannybear]

I looked at my web portal yesterday and saw one recording that had just a blank gray thumbnail but it was able to play ok.
This suggests that the recording has some corruption that prevents the thumbnail from being generated. You may have a intermittent wifi interference or quality issue with the base or camera.
If it persists suggest that you look at where the base station is located, keep clear of other wifi devices like the router etc and if it’s a issue with distance move it closer to the camera.

[Lilac]

I've had this system since 2018 and it worked perfectly for the first couple years and the placement of the base station hasn't changed. I then found that my cameras would go offline saying there is no internet. Sometimes power cycling the cameras worked or the base station or my router or all of the above. I ended up getting a mesh Wi-Fi to extend my Wi-Fi but that has intermittently been saying I have no internet so I suspect the problem is my router supplied by my ISP. They don't want to replace my router. But so far it all is working fine at the moment.