Arlo Subscription

[richardgtaylor]

MY LEGACY SUBSCRIPTION HAS QUIT WORKING. NO ONE WILL TALK TO ME. I CANNOT AFFORD TO PAY FOR SOMETIME THAT WAS PROMISED. IT WAS FOR A LIFETIME.   ARLO PRO 2    23

[DannyBearAgain]

@richardgtaylor 

Just a clarification for the legacy cameras I have interpreted so far.

Arlo supplies a free 7days cloud storage service for the legacy cameras unless you had used their 30/60 day cloud storage service that requires a paid subscription.

If the later mentioned paid or trial subscription ends and has not been renewed then arlo encourages you to renew by removing functionality.

This will remain in place as arlo does not revert you automatically back to the free 7days cloud service for your legacy cameras.

The only way to restore the free cloud service is to remove a legacy camera from your account and add it back again.

Just be aware that arlo has a convenient app bug that prevents you from adding the camera back so only try with one camera at a time to confirm your cloud storage has been restored.

[StephenB]

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@DannyBearAgain wrote:

Arlo supplies a free 7days cloud storage service for the legacy cameras unless you had used their 30/60 day cloud storage service that requires a paid subscription.

If the later mentioned paid or trial subscription ends and has not been renewed then arlo encourages you to renew by removing functionality.

This will remain in place as arlo does not revert you automatically back to the free 7days cloud service for your legacy cameras.

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You are implying that this removing 7-day cloud storage is intentional on Arlo's part.  There is no evidence for that (and Arlo has said that is not the case).

There was a problem a while back where folks lost 7-day storage.  Removing one camera and adding it back was one trick that restored that feature.  Arlo also could initiate a cloud resync remotely that would also restore it.

I think a big issue now is a lot of people are unable to add back legacy bases and cameras to their accounts.  I hope Arlo will investigate what is going on there and resolve it.

[BrookeN]

If you are referring to the 7 day storage please remove the cameras from the rules in Arm Away or Arm Home mode and add them back again.

[Rotown6]

If I remove the camera from Arm Away and Arm Home mode, will the recordings for the last 7 days be viewable?

[StephenB]

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@Rotown6 wrote:

If I remove the camera from Arm Away and Arm Home mode, will the recordings for the last 7 days be viewable?

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Note @BrookeN is asking you to remove the rules for the cameras from these modes (not the same as removing the cameras from the account).  Then create new rules for those cameras.

I suspect the recordings won't show up, but the easiest way to find out is to do what she asks.

[Rotown6]

Thanks for the reply.  

I deleted the rules for each camera under both Arm Away and Arm Home.  Then I selected Add Device Rules for each camera to add all the cameras back to the Arm Home routine and activated Arm Home. I triggered each camera by walking in its view.  Notifications were received that a motion was detected. 

When I select the Devices tab to view an individual camera recording, it does not show and there is a spinning circle trying to load.  

If I select the Feed tab, I can view the selected recording. 

All of these tasks were completed on my IPhone.

Thoughts?

[StephenB]

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@Rotown6 wrote:

If I select the Feed tab, I can view the selected recording. 

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Feed is where you normally view the recordings (though you should also see them for a specific tile if you go to the devices page and press the camera tile).

Try force-closing the app, and see if the spinning circles on the devices page resolve.  I am seeing that sometimes on my own iPhone, and that resolves it for me.

[Rotown6]

I have force-closed the app several times and the "spinning circle" is present on each return to the Device tab.  It is present on each camera selected.  Besides the spinning circle there is the note Get a Plan.  On the top right of the Device page view there is a calendar icon.  Selection of this icon shows the current month and the past 7 days are bold.  Unfortunately selecting any of these past seven dates does not provide recording access.  The Feed tab also has this calendar icon and when past dates are selected here, the recordings for all cameras on the date selected are shown.

It seems the issue lies with the Device tab.  To confirm this theory, I opened my account on a Windows 10 computer and accessed the Device tab with the same results.    No spinning "blue doughnut" but the statement of There are no events for this date was shown.  When the Feed tab is selected, the recordings are viewable and the 7 day look back can be selected with past recordings viewable.

Therefore the Device tab problem occurs on both the IPhone app and a Windows 10 computer.

Can this problem be forwarded to Arlo Tech support for a solution?

[BrookeN]

The development team is currently looking into this, I will provide an update as soon as possible. 

[StephenB]

@Rotown6 wrote:

On the top right of the Device page view there is a calendar icon.

Just to be clear - you are seeing this when you

1. go to the devices page and
2. select a camera

???

I don't see any calendar icons on the main device page (but I do see that when I select the camera).

Also, are you able to livestream the cameras from the devices page?  I'm not sure if the spinning circle is over the main camera image, or whether it is below that (in the section where the events ought to be shown).

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@Rotown6 wrote:

Can this problem be forwarded to Arlo Tech support for a solution?

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The mods - @BrookeN , @JamesC , @ShayneS - can report it.  It is an end-of-life camera, so there is no guarantee of a solution.

FWIW, I am not seeing this with my own Pro 2 camera, and I haven't seen posts from other users that quite match your symptoms.

[Rotown6]

StephenB:

1. The calendar icon is available on the Devices tab when a camera is selected.

2. When on the Devices page and a camera selected, I can live stream.  Even when the live stream is selected, there is a spinning icon below trying to load previous recordings.

Moderators:

1. Thanks for taking a look at this problem.

2. There were no issues with the Legacy app.  I purchased a doorbell camera that required the app update.  The doorbell camera is connected directly to wi-fi and not thru the base station.

3. Hopefully this is a simple programming issue since the past recordings are available under the Feed.  Having the 7-day look back period without a monthly plan is one of the main reasons I selected Arlo and why I added the doorbell camera rather than another brand.

Appreciate your help!

[StephenB]

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@Rotown6 wrote:

1. The calendar icon is available on the Devices tab when a camera is selected.

2. When on the Devices page and a camera selected, I can live stream.  Even when the live stream is selected, there is a spinning icon below trying to load previous recordings.

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Got it.  I see a very brief spinning wheel there, but it doesn't last long.

For now, you can of course just use the feed page.