Removed a Pro 2 from our base, and all its videos disappeared

[jjjdavidson]

(This isn't specifically about a Pro 2 camera, but I can't find a community board for problems with the cloud storage.)

We removed a Pro 2 device from our VMB4000 base station. Now we've discovered that all the videos it had recorded are missing from our library, through both the app and the web portal. Videos from all our other cameras are still accessible.

We removed the Pro 2 because it malfunctioned: the app and website always said it was turned off, even though it had power. After many attempts to resync and reconnect, including recharging and replacing the battery, we were never able to get it to connect again. Since the camera was now useless, we removed it.

Why have those dozens of videos vanished? How can we regain access to those videos?

[Dannybear]

I would suggest that the missing library videos could be restored if you were able to get the camera added back in.

If the camera is faulty then you will not be able to add it back so the recordings are now lost in the ether.

[ShayneS]

Can you PM me with your Admin account email and I can try and see what is occurring. 

[jjjdavidson]

Thank you for your reply and please excuse my tardy response.  How do I send a PM?  Instructions say to click on my message count or an envelope icon, but I don't see either of those on any forum page.  Perhaps you could PM me, and I could reply to that? 

[jjjdavidson]

Please disregard my previous reply.  Apparently you have to be at least "aspirant" level on the forums to get an inbox, and my previous reply was enough to boost me to that level.

[ShayneS]

Can you double check you have the proper filters set for the device. Can you check if your library is se to Any:  Library > Device > Any 

[jjjdavidson]

No library filters set, either in the app or the web portal.  I've done an explicit filter reset in both places.

Did you receive the PM I was finally allowed to send?

[ShayneS]

Are you still experiencing this issue?