Motion detected videos not recording to Library, but push notifications are received iOS/Android

[lpmom]

There are no recordings in my lib rary anymore. Camera profiles show there are recordings but the library has no recordings.

[gdave]

Hi

The past 12 hours the mobile app under the Library icon isnt showing any new motion/sound clips

Also when I go online to the Arlo site I don't see anything new.

I have restarted the internet and the Arlo system and it's still not doing anything.

Hope someone knows a fix for this issue

Thank you,

[Hyperwind5]

@ShayneS 

One thing to note, it looks like there was an update to the app that was released yesterday.  I experienced the same issues with the previous version, updated to the new version, and then uninstalled and reinstalled the app.

[Netvuk]

Salpos - Yes that’s what I meant. I hear on another thread that they may be issues with this service. As part of what I did to fix the issue for me, I unsubscribed from this service. I lost all my recordings and it reverts back to 7 day recordings and standard notifications but I did get a slight refund and my cameras work again now.

[RYang06]

Hi,
So the latest/newest update on the new app was updated less then 24 hours ago. I'm having issues with no recorded videos in the library . I have restarted phone, uninstall and reinstall app, unplug main modum for 30 second and still just getting notices of everything but no video. Phone is a lg v30 if that matters.

[Netvuk]

Dearjohn012 - nothing showing here
https://status.arlo.com/

[Terry6656]

Unfortunately I'm not home, I know if I call/chat with Arlo tech support they will ask me to reboot and or sync the cameras. Was hoping the problem was on their end.

Kind of frustrating when you're  traveling and can't depend on this product to perform its basic functions. 

[Terry6656]

Yes I have two Pro 2 cameras with the same issue, alert but no video/record

[mazulla9i39]

That's correct.  Having an activity zone will cause the camera to not be triggered.  Behavior started this weekend.  The solution is to stop using activity zones.  Unfortunatly, you will get hundreds of false triggers because of this.

[Dearjohn012]

Don't believe everything you see on that page.

Arlo had a major glitch with people using USB stick and they never mentioned it to ANYONE. 

[Netvuk]

Try unsubscribing from the Arlo Smart service. You will lose recordings, revert to 7 day recordings and standard notification, but your cameras will work fine. Once Arlo have fixed the issue we can all subscribe again.

[Hyperwind5]

Mine are all also Arlo Pro 2s, so far I've only seen reports for Arlo Pro 2 in this thread, anyone else experiencing the issue with another model?

My coworker has the original Arlo camera and the cloud recordings and library work fine for her.

[ShayneS]

The Arlo development team is currently investigating this issue with missing videos in the library. We will provide an update as soon as we have more information to share with the community.

[api]

Yes. I have 3 arlo pro2 (H3) and 4 pro (H11)
1 arlo pro 2 is working fine (2 are not)

2 arlo pro are working fine (2 not)

[Jreyes1931]

Same issue. Last recording was this morning at around 10:20am. Nothing since and I’ve tested, restarted devices and nothing. Hope the Arlo team can figure it out.

[Jreyes1931]

Same issue. Notifications not coming in and no recordings available. I got two notifications about 30 minutes ago from one of the cameras but not the other which I was standing and waving in front of it. Hopefully this gets resolved soon.

[JPFanz]

On 10/15/19 I stoped getting videos in my library. Still get motion alerts. Just no video. Rebooted everything. No change. Got a fix for this?

[Harolds]

I am having the same issue, according to status.arlo there is no outage

[Netvuk]

How many of you are having issues and are not subscribed to the Arlo Smart service?

When I unsubscribed all my cameras worked again

[DCD23]

Having the exact same problem.  It appears to have started around midnight last night as I typically get 10-15 videos per hour from animal activity activating the motion detection.

On hold with support now.  About 20 minutes to get from Person 28 to person 12...

[Jeffq]

I have a vmb4000 base station (some reason not available in the model selection) and whenever I turn a camera off to charge the batteries, something goes wrong when I re-mount it.

This time the problem is I’m now getting notifications from the app but not uploading to cloud library.

My base station is hardwired to a router with 120Mb/s connection.

Things I’ve done:
1. Restarted base station
2. Restarted cameras
3. Verified settings

I can see the base station sending data to internet after motion is detected so it’s communicating but for more than a day nothing in the library with dozens of notification alerts.

Last time I charged one cameras batteries they all stopped notifying and eventually I removed and re added all the devices to resolve.

This is getting frustrating if every time I want to charge my cameras I’m going to play some game of Arlo roulette

[RYang06]

Yeah same time for me too. Well we'll see in the next 24 hours if anything happens

[Hyperwind5]

I have the smart premier service, problem is.. I paid annually.. if I unsubscribe or cancel it, I'm worried I'll lose the months I've already paid for.

[DCD23]

Just got off the phone with Arlo Support.   They told me that there is a system wide problem that started sometime earlier today that is keeping video from being recorded.  In my case, manual records are working, but motion detection recordings are not.

Technical support team told my support agent that a system wide fix was expected in 24-48 hours.   Must have been a pretty big BooBoo!

He walked me through a local fix, that was simply this:

*  Delete Camera from Base Station

*  Remove battery from camera

*  Unplug Base station

*  Add Camera back to Base Station using the normal: Sync Button on Base for 2+ seconds, Sync Button on Camera.

That camera is not fixed and I plan on doing the same with a couple of more cameras while I wait for them to fix the issue completely.   I was happy with the customer service, but they REALLY need to update "System Status" screens so that everyone knows what's happening without having to call.

[DCD23]

I should have said:

That Camera is NOW fixed....

[Herojsd]

I have the same issue