Video not showing in library for iphone Arlo app with Pro2 camera

[HomeUser23]

About 2 weeks ago Nov 14 the Arlo app for iphone no longer updates the videos in the library.  Looking at the app it shows library content going back several weeks prior to Nov 14, but nothing since.  There was an iPhone OS update done on or around Nov 14.  Is anyone else experiencing trouble accessing your locally stored (on the base station) library images.  I do not have a subscription and locally saving the vidoes has worked for nearly 1 year.  The sd drive is not full and if i directly mount the sd drive on my computer all of the videos are there (thank goodness).  Which brings us back to the iphone app.  It looks like it cannot access the storage on the base station at all -- it has cached data (on the phone), but is not able to read new data.  Is this something the App team is working to resolve?

[JessicaP]

Hi HomeUser23,

Are you still experiencing this issue on your iPhone device? If so, what iOS device are you using and what Arlo app and iOS version are you running?

[HomeUser23]

Hi JessicaP, 

It's an iPhoneX running iOS 15.1

Arlo App version 3.5.8 (2878)

Released Oct 12, 2021

I've tried deleting the Arlo app and the corresponding cached data from my iphone and then downloading from the App Store.  I've also copied all of the videos off the sd memory stick and reformating it.  I've rebooted my Arlo base station.  I can watch live feeds from both my Arlo Pro2 and from my Arlo doorbell camera.  I get notifications pushed to all of my authorized devices.  All videos are saving to the sd card.  They Library, however has not worked for the past 30 days or so.   It just has the animated green line across the top indicating it is trying to download (or update) library content, but it never produces even 1 video despite there being many.   

For the record, the ability to record locally and not pay monthly fees for cloud storage and cloud image processing is why I bought your product over all the others.  It's really disappointing that this feature is not completely holding up its end of the bargain.  

[StephenB]

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@HomeUser23 wrote:

About 2 weeks ago Nov 14 the Arlo app for iphone no longer updates the videos in the library. 

Is anyone else experiencing trouble accessing your locally stored (on the base station) library images.  

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Some folks are saying that they need to disable port forwarding in order to access the library when on their local network.

So if you have port forwarding enabled (and are at home), perhaps try turning it off and see if that changes anything.

[HomeUser23]

Thanks Steven.  I've not enabled port forwarding and have never had it enabled.  If only there were some logging files within the app that the Arlo devs could look at.  😕

[JessicaP]

Hi HomeUser23,

We released a new version of the Arlo iOS app, which is version 3.5.10. Could you try updating the app through the iOS App Store and try setting it up again to see if that helps?

[HomeUser23]

Hi JessicaP,

I deleted the older version then downloaded and installed version 3.5.10 (2888) and now I get a new error: 

"Videos stored on Home Base are not available.  Please check your connection settings."  

The dialog box has two options, 'Cancel' and 'Learn more'.  Clicking 'Learn more' takes me to the main Arlo website, but does not do any sort of context specific search and I actually do not learn more (as I was lead to believe by the button).  

What specifically are my 'connection settings'?  Are the settings on the home base, camera, phone, wifi network, other?  What exactly am I checking for?  I appreciate the new version of the app and the new error message, but is there more specific detail about which connection and connection setting I need to fix?  My home has a mix of wired and wifi connections (all on the same network), could that be a problem? should I put my phone in 'airplane mode' to ensure my cellular data network is not being used by my phone (vs. local wifi)?  Any pointers you might have would be appreciated. 

[StephenB]

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@HomeUser23

What specifically are my 'connection settings'?  

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Agreed it is vague.

If you are not connected to your home wifi, then you need to set up port forwarding in the app (and your home router) to see the recordings.  Alternatively use a VPN (though last time I checked, that didn't work on Android).

A couple people lately have reported some issues with their local LAN - I don't recall if they needed to set up port forwarding, or disable port forwarding. Not sure what is up with that, as I am not seeing that problem.