No motion detection recordings for over a week following 30 minute power outage.

[philthedisc]

I setup an Arlo Pro2 Wireless Home Security Camera System CCTV 3 Camera Kit, VMS4330P plus an extra camera for a vulnerable relative back in September 2020 and it has worked flawlessly savings recordings for up to 7 days in the cloud until last Monday 1st July 2024, when there was a 30 minute power outage. Since then there have been no motion detection recordings at all. The system has come back online as I can see the live still image on Video Settings for each camera. Coincidentally, I've seen on the support page that there is an ongoing issue with recordings for Arlo Pro 2 cameras all week long as well, so am wondering if the power outage is a red herring. As I am located 100s of miles away, I am not sure what I can do to fix it as it seems I must be at the location to perform adding back removed devices, so I've not yet tried removing devices. The support phone number which I called back in 2020 does not seem to be in use any more and I cannot find any email support either. If you have some suggestions, I would be very pleased to hear. Thanks in advance.

[jguerdat]

As with all the other threads you mention, various legacy cameras have had an issue with cloud recordings. Currently there are 3 alternatives:

1) Remove one camera and sync it back to the account to see if that helps. If not - 

2) Remove all devices from the account and add them back as if new.

3) Since you're remote and the above is a PITA in the first place, the mods here can run a "backend sync" which somehow corrects the issue and is non-destructive from your perspective. I'll tag the mods here but they may need to contact you via DM for the account login name for this to work so keep checking here. @JamesC , @ShayneS , @BrookeN 

[BrookeN]

@philthedisc please watch the cameras throughout the day and let me know if the behavior has been resolved. 

[philthedisc]

Thanks @jguerdat and @BrookeN ,

There are still no recordings. Do you need any additional information to effect a soft reset for my system?

I've just realised that one other thing has changed and that is when I login. Since this problem started last Monday, two stage authentication no longer happens and I get straight through to see that no recordings are happening still.

[BrookeN]

Have you tried restarting the devices within the app?

[philthedisc]

Does the app work differently from using my.arlo.com with a web browser (safari on a mac) ?

If by restarting, you mean, disarming then arming the system and each device on - off - on, then I did this a week ago, with no change seen. Otherwise, please share how I can restart the devices.

Thanks

[BrookeN]

My.Arlo.com ~ Devices ~ Choose the Camera ~ then the gear shift ~ click on the name of the camera up top. ~ Then restart

[philthedisc]

When I hover over the name at the top, a hand appears but when I click, there is no apparent response. I dont see the word restart or restarting appear. Does it restart but because I'm not at the location, I just dont know?

The name appears also below the image of the camera on that page, but all you can do there is change the name of the camera using the pen!

[jguerdat]

I find that sometimes I have to click on the words themselves. There should also be a ">" on the right you can try.

[philthedisc]

All that I am seeing at the top of the screen after clicking the gear symbol is

"Shared Devices" "Name of camera"

There's a light grey vertical bar between Shared Devices and the name of the camera.

I dont see any ">" symbol at all.

Like I said, a hand does appear when I hover over the name, but clicking does not produce any visible response on the screen. 

[philthedisc]

Further, I do see > symbols below, but nowhere do I see the words Restart.

I see Device Info, Video Settings and Audio Settings, and even within those pages I do not see the word Restart.

[StephenB]

---

@philthedisc wrote:

I setup an Arlo Pro2 Wireless Home Security Camera System CCTV 3 Camera Kit, VMS4330P plus an extra camera for a vulnerable relative back in September 2020 and it has worked flawlessly savings recordings for up to 7 days in the cloud until last Monday 1st July 2024, when there was a 30 minute power outage. Since then there have been no motion detection recordings at all. The system has come back online as I can see the live still image on Video Settings for each camera.

As I am located 100s of miles away, I am not sure what I can do to fix it 

The mods - @BrookeN , @JamesC , @ShayneS - can do a resync remotely, so I am tagging them.

[BrookeN]

Watch the cameras throughout the day today and see if the behavior has changed. 

[philthedisc]

Still no recordings and have confirmed by phone call that there's been motion in front of the cameras today.

I've noticed on the support page that the ongoing issue with no recordings for Arlo pro cameras is no longer showing. Does that mean the problem is now fixed and my cameras will start recording again?

Or is intervention still required ?

Do I need to pay a visit and if so, what do I do ?

Is there anything that I could potentially ask a neighbour to do without account access, but that I can help with remotely?

Is there anything else that can be done remotely on the backend ?

Thanks again for your support.

[philthedisc]

@BrookeN . Would you please send me a link to the definitive procedure to uninstall cameras and base station and then re-install them that needs to happen at the location. Many thanks 

Just to be clear.. here are the links to amazon order that was made 

Base station and camera from

https://www.amazon.co.uk/gp/product/B07F57889M/ref=ppx_yo_dt_b_asin_title_o00_s00?ie=UTF8&psc=1

and

3 cameras from

https://www.amazon.co.uk/gp/product/B0777TMW1Y/ref=ppx_yo_dt_b_asin_title_o00_s00?ie=UTF8&psc=1

Thanks

[BrookeN]

This article should be the one you need 
https://kb.arlo.com/000062880/How-do-I-factory-reset-and-re-sync-my-Arlo-camera-Arlo-Secure-4-0

If you have any questions please let me know. 

[philthedisc]

Thanks for the article and I've clicked through to the Library version.

Am I right in thinking I can choose Factory reset using Arlo account because all my cameras are online? If so, I dont see anything in the script that says I need to physically interact with the cameras, unless the last section where you follow prompts does.

If that is the case, should I proceed with removing cameras and adding them back from my remote location?

Small point, I dont see any cameras in My Devices. They are all in a tab called Shared Devices together with the Base Station.

Also, I dont see anything in the script about factory resetting the base station, but I do see an option to remove it. Do you recommend any action for the base station ?

Thanks again

[BrookeN]

Are your camera showing online just not recording?

[philthedisc]

All cameras are definitely online because when I select Video Settings for each camera, I get a still image which is correct for the time of day or night. The issue is just no motion detection recordings for all cameras.

[BrookeN]

On my end I am not showing them as online. Your settings are different due to you being on the old User interface. But the steps should be basically the same. I am assuming with them showing as "unknown" instead of online on our side they are going to have to be reset and re-onboarded. So, in short yes you will need to remove the cameras and add them back onto the account. 

[philthedisc]

and to be clear, can I perform this function remotely or not ?

and what web based user interface should I be using ? at present, I use my.arlo.com.

[StephenB]

---

@philthedisc wrote:

and to be clear, can I perform this function remotely or not ?

---

No, you need to be on site.

---

@philthedisc wrote:

and what web based user interface should I be using ? at present, I use my.arlo.com.

---

That is the only web interface.

I think you might be misunderstanding @BrookeN's comment about being on the old interface.

The app (and my.arlo.com) supports two different "user experiences" (interfaces).  One original one shows "Library" as a menu option, the newer one shows "Feed" and "Dashboard" instead.  Which "user experience" you get depends on on how Arlo has your account configured in their cloud.

You apparently are on the old "Library" interface.  While you could migrate to "Feed", I don't think you should.

I don't know why @BrookeN gave you the reset instructions for "Feed", the ones for "Library" are here:

• https://kb.arlo.com/000062438/How-do-I-factory-reset-and-re-sync-my-Arlo-camera

[philthedisc]

Thanks for the instructions for Library interface.

If my cameras are connected to the cloud, there is no mention of having to physically touch them. 

@BrookeN  Are you able to see if my cameras are connected to the cloud or not?

Is it worth me removing one camera remotely to see if the device turns up as being able to be reconnected and then follow the prompts. There's no mention of what the prompts are in the script.

I'm also thinking that I could drive the reset remotely while being on the phone to a trusted neighbour, so it would be good to know what is going to happen when i factory reset each camera.

[StephenB]

---

@philthedisc wrote:

there is no mention of having to physically touch them. 

You'll need someone to press the sync button on the camera during the "add device" workflow.  Although the instructions don't say this,  the phone needs to be connected to your home network with any VPN software on the phone turned off.  So if you use the app, you need to be on-site.

However, with the Pro 2 cameras, it is possible to add them without the app, so if the neighbor can get into the house to the base (and is willing to take down the cameras and put them back) then that might be an option for you.  You'd need to remove them from the account, and the neighbor would need to add them.  The steps are to

• Press the sync button on base quickly ( don't hold ) as the camera led flashes
• press the camera sync button while nearby the base.

The camera LED should change from a slow blue blink to fast blue blink a few seconds after the sync button on the camera is pressed.

So you could try this with one camera.

[BrookeN]

@philthedisc I apologize for giving the link for feed instead of library, I didn't double check if you are migrated or not. StephenB gave you the correct instruction's on how to re-onboard the Pro 2.