Motion Not Recording

[itslife899]

Is anyone having the same issue as I am with the ARLO PRO 2 cameras? One of my devices is not recording motion. I tested the motion activity and I see the amber light blink which tells me it's working. However, it's not recording. I've tried all the steps I've been told. Arlo Support told me I just need to buy a new device. It's barely two years old. 

[Dannybear]

Have you tried pulling the problem camera battery for 10sec to reset the camera?

Also check the base station is armed, toggle to confirm and check your mode has a camera rule to record and notify.

[StephenB]

Also, see if you can save a manual recording while livestreaming.

[itslife899]

Yes, I’ve tried both. I even went as far as remove the devices and doing a factory reset.

[itslife899]

It doesn’t allow me to manual record from a live stream. It only lets me take a photo or speak into the mic

[StephenB]

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@itslife899 wrote:
It doesn’t allow me to manual record from a live stream. It only lets me take a photo or speak into the mic

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And the photo is saved in the library?

[itslife899]

Yes, it says save under manual.

[Dannybear]

Are you using the arlo web portal in browser or what mobile app?

[itslife899]

I tried both, the arlo app and the web.

I’ve noticed this changed every since they did the last update for vmb4500 back in June 2022.

[StephenB]

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@itslife899 wrote:
I tried both, the arlo app and the web.

I’ve noticed this changed every since they did the last update for vmb4500 back in June 2022.

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Have you looked in the "armed" mode for the base, and made sure that motion detection is enabled for the rule for the problem camera?

Read this if you aren't sure what I am talking about:

• https://kb.arlo.com/42/What-are-modes-and-rules-and-how-does-Arlo-use-them

[itslife899]

Yes I have, I even created a mode  to see if it works that way too.

[Dannybear]

Does suggest that the camera is faulty, but since you can make a snapshot recording it doesn’t make sense. Are you sure they are pro2 cameras not ultra. pro 3 or pro 4. The later cameras have high resolution features that will not allow recording  to the cloud library, settable in camera settings.

[itslife899]

 I’m positive it’s a Arlo Pro 2. 

[itslife899]

 

[Dannybear]

We are unable to see the posted attachments until a moderator approves them.

for the interim you should be able to confirm the model by looking inside the camera battery compartment for the label showing the number  VMC4030P.

[itslife899]

It was the receipt that says Arlo Pro 2 VMB4500. This is device info in settings. 

[Dannybear]

Back tracking to your earlier comment that the camera will not manually record to the cloud library but the snapshot does. Do you get the recording timer appear on the picture when you press the record button on the picture? Is the record button white or grey compared to the snapshot button?

trying to establish if the app has disabled recording mode like it would if CVR is enabled.

[itslife899]

The record button is gray on the live. It’ll let me take a picture and it saves to the cloud under manual. 

[Dannybear]

Ok, does suggest a functional issue rather than a faulty camera.

can you check for subscription status under settings page of the app if the camera is set for CVR subscription.

[StephenB]

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@itslife899 wrote:

It was the receipt that says Arlo Pro 2 VMB4500. This is device info in settings. 

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It says Pro 2, but not VMB4500 (should be a VMB4000 in that particular system).

It's best to confirm using the label inside the housing, rather than on whatever tag the store put in their database.  For the base, look at the VMB label on it.

[itslife899]

It’s says ARLO SECURE : no plan, CVR Plan: 0 participating cameras, MOBILE PLAN: 0 cameras participating. 

[itslife899]

Base Station: VMB4500

Both Cameras: VMC4030P

[Dannybear]

I will tag the moderators @JamesC , @ShayneS for their help.

[itslife899]

Thank you 

[JamesC]

itslife899,

Given the troubleshooting you've already performed and you mention it's only happening with one of the two cameras, it is likely to be a hardware issue with the camera. If the device is beyond the one year warranty, support will not be able to process an exchange.

You mention above that you "factory reset the devices". Do you mean you've already tried to factory reset and re-onboard the base station and you still experience the same issue?

JamesC