Delay in accessing Cloud recordings

[KKS-Col]

There is a problem with cameras and storage of recordings to the library on the cloud. I don’t want to talk or chat with anyone about this. I want to report the issue. The attached recording is an example.

I received an alert of motion; I went to the app and saw a”1” indicated on library. I opened the library and it said there were no recordings. An hour later I received another alert and this time the recording was present with the earlier time (time of original alert). This camera is set to record for 15 seconds. It showed 00:00 seconds. Since this was a recording of a hummingbird and it was still moving, the recording obviously stopped when it should have continued.

This is not the first or only time this has occurred. The inability to see the reason for an alert makes the use of Arlo questionable. The system is Arlo Pro2, 4 cameras; 2 inside and 2 outside; running all the latest versions. It does not matter whether I attempt to view the event on my iPad, Microsoft Windows (Firefox browser), or Android phone; all reveal the same problem.

[stegag70]

I’m having the same issue, my cameras send notifications but I see no video in the library and actually the library is 2 days back today’s date. Sounds like I receive recordings 2 days after

[ShayneS]

Hi @stegag70

Is this occurring on the web browser as well as the Arlo app?

[stegag70]

On the Web browser even worse because if I check the library a never ending "Please wait" pops up.

[ShayneS]

May I ask which troubleshooting steps you have performed so far? I don't want to suggest any prior methods you have previously performed.

[stegag70]

I rebooted the modem and checked all camera settings to see if something was inadvertently changed, nothing else!

[KKS-Col]

This is an update to my original message. The problem seemed to go away but today I had looked via iPad app at the cameras and noticed that one was showing an image from a few minutes earlier. I had not received an alert and the library was not showing any images that matched the recent one. An hour later the alert arrived, the email was received and then the library contained the recording. A noise was recorded at 1:55 p.m. and the email and library updated at 3:00 p.m. Fortunately, it was a minor item but such delays are very disturbing to someone relying on such alerts to keep their property safe.