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FBM · ‎2024-12-16

Having an issue that started on 12/13/24. Getting "Videos stored on Arlo Base Station are not Available" when using Arlo app. (version 5.3.2 (8834) updated on 12/10/24

1. all cameras/doorbell are viewable and sending video to base station and iPhone

2. Base station/Arlo app on iPhone on the same local network (base station connected via ethernet) - can ping base station and receive a reply

3. Storage settings; Record locally- on, Storage status - ready, Direct storage access - on

4. Formatted USB drive yesterday, showed .48GB used of 1.83 available - today showing 534MB used of 1.83GB available. (This shows video is being recorded)

5. Tried ejecting USB drive, removing from base station and reinserting

6. Tried power cycling base station and router.

7. Disabled port forwarding (just in case)

Any suggestions to get this working again will be greatly appreciated.

PS. Don't have Arlo support so they will not chat or talk to me on this issue

alex_loo · ‎2024-12-16

@FBM wrote:
Having an issue that started on 12/13/24. Getting "Videos stored on Arlo Base Station are not Available" when using Arlo app. (version 5.3.2 (8834) updated on 12/10/24
1. all cameras/doorbell are viewable and sending video to base station and iPhone
2. Base station/Arlo app on iPhone on the same local network (base station connected via ethernet) - can ping base station and receive a reply
3. Storage settings; Record locally- on, Storage status - ready, Direct storage access - on
4. Formatted USB drive yesterday, showed .48GB used of 1.83 available - today showing 534MB used of 1.83GB available. (This shows video is being recorded)
5. Tried ejecting USB drive, removing from base station and reinserting
6. Tried power cycling base station and router.
7. Disabled port forwarding (just in case)
Any suggestions to get this working again will be greatly appreciated.
PS. Don't have Arlo support so they will not chat or talk to me on this issue

Just need more info there for troubleshooting.

a. Is your app seeing "feed" or "library"?

b. Just to confirm ... have you been able to see and play local recordings before this 12/13/24?

c. Where, within the app, did this "videos stored on Arlo Base Station are not available" show up?

d. Did you have port forwarding (on router and/or on ARLO app) enabled, before this 12/13/24?

Alex

FBM · ‎2024-12-16

a. Is your app seeing "feed" or "library"?

seeing feeds from camera & doorbell fine. "Videos stored on Arlo Base Station are not Available" is the message when trying to download a stored video to my iPhone

b. Just to confirm ... have you been able to see and play local recordings before this 12/13/24?

Yes, last downloaded video was at 4:39PST on 12-12-24

c. Where, within the app, did this "videos stored on Arlo Base Station are not available" show up?

When trying to download locally stored videos from the library (do not have cloud storage)

d. Did you have port forwarding (on router and/or on ARLO app) enabled, before this 12/13/24?

Yes, and it worked correctly. I have deactivated port forwarding in the Arlo app and removed from my router to trouble shoot

FBM

alex_loo · ‎2024-12-16

@FBM wrote:
a. Is your app seeing "feed" or "library"?
seeing feeds from camera & doorbell fine. "Videos stored on Arlo Base Station are not Available" is the message when trying to download a stored video to my iPhone

so did you watch and try download footage from which of these 2 below?

Feed > Cloud
Devices > your base > storage settings

c. Where, within the app, did this "videos stored on Arlo Base Station are not available" show up?
When trying to download locally stored videos from the library (do not have cloud storage)

so just to avoid the wording "library" 🤣 ... do you mean download locally stored video via your answer to (a) above?

d. Did you have port forwarding (on router and/or on ARLO app) enabled, before this 12/13/24?
Yes, and it worked correctly. I have deactivated port forwarding in the Arlo app and removed from my router to trouble shoot

hmmm ... so long as your ARLO app is sharing the same local network as your smarthub, enabling/disabling port forwarding should not have anything to do with watching/downloading local recording. I won't bother to touch this area in the troubleshooting.

Alex

StephenB · ‎2024-12-17

You posted this in the Pro 2 camera section. Do you have those cameras or do you have a different model? (Note Pro 2 cameras have free 7-day cloud storage - newer models don't have that feature).

@FBM wrote:

Having an issue that started on 12/13/24. Getting "Videos stored on Arlo Base Station are not Available" when using Arlo app. (version 5.3.2 (8834) updated on 12/10/24

Do you see "Library" in your app menu? Or do you see "Feed" and "Dashboard" instead?

FBM · ‎2024-12-17

My reply;

so did you watch and try download footage from which of these 2 below?

Feed > Cloud - Again I do not have an Arlo subscription to store and view recordings in the cloud.
Devices > your base > storage settings - Yes, I record and view all recordings locally stored on a USB drive

so just to avoid the wording "library" ... do you mean download locally stored video via your answer to (a) above?

Yes, locally stored on a USB drive plugged into my Arlo base station which is model VMB 4540r2. Running the latest firmware per the Arlo app.

hmmm ... so long as your ARLO app is sharing the same local network as your smarthub, enabling/disabling port forwarding should not have anything to do with watching/downloading local recording. I won't bother to touch this area in the troubleshooting.

Correct. Just disabled to eliminate any possible issues as it did not work from early June 2024 until a few months ago when Arlo finally fixed the issue with iPhones/their app.

FBM · ‎2024-12-17

My reply

You posted this in the Pro 2 camera section. Do you have those cameras or do you have a different model? (Note Pro 2 cameras have free 7-day cloud storage - newer models don't have that feature).

Posted in Pro 2 section because I had to choose something from their drop down menu. My cameras are listed in the app as model H9. They are 2K cameras. My Arlo system is almost 4 years old so free 30 day cloud storage expired years ago.

Do you see "Library" in your app menu? Or do you see "Feed" and "Dashboard" instead?

Library. Under Library tab there two options to view stored videos, "Arlo Base Station" and "Cloud"

Not 100% sure but Feed and Dashboard are used in the newer release of the app? I have not upgraded to that release but still getting Arlo app updates. Last one was a few days ago and is version 5.3.2

StephenB · ‎2024-12-17

@FBM wrote:

so just to avoid the wording "library" ... do you mean download locally stored video via your answer to (a) above?

I think that reply was directed to @alex_loo. The word "Library" in my question was quite intentional. There are two different user interfaces supported by the 5.3.2 app. Which one you get depends on how your account is set up in Arlo Cloud - not what version of the app you have installed. One has "Library" in the app menu. The other does not have "Library", but instead has "Feed" and "Dashboard".

You have "Library", which is the older one.

@FBM wrote:

My cameras are listed in the app as model H9. They are 2K cameras.

So not Pro 2. The "H9" is NOT a model number, it is a hardware revision code. Unfortunately those codes are not unique, so we cannot tell your camera model from that information. The way to see the actual model is to go into the support center and select the camera. Then scroll down to the product id field.

https://kb.arlo.com/000062461/What-is-the-Support-Center-in-the-Arlo-App

Likely you have Pro 3 or Pro 4 cameras.

Are you seeing "Videos stored on Arlo Base Station are not Available":

when you select the base on the library page?
Or are you seeing it later on when you try to download a video?

I am guessing the first, but want to confirm.

Have you ejected the USB drive using the app, and examined it on a PC? If the recordings are there, then you have a playback issue, and not a recording issue.

FBM · ‎2024-12-17

Hello Stephen,

See below

Are you seeing "Videos stored on Arlo Base Station are not Available":

Yes

when you select the base on the library page? Yes
Or are you seeing it later on when you try to download a video? When I touch the library tab at the bottom of the app screen it automatically defaults to "Arlo Base Station" and starts to download to my iPhone the stored videos. That is when I see "Videos stored on Arlo Base Station are not Available". If I go back in time to 12/13/24 when it was working correctly, I see a list of stored videos. The ones that I selected on 12/13/24 and downloaded play. The ones that I did not download show the thumbnail to download to my iPhone. If I select one of those it tries to download the stored video and fails with the same error message "Videos stored on Arlo Base Station are not Available"

I am guessing the first, but want to confirm.

Have you ejected the USB drive using the app, and examined it on a PC? If the recordings are there, then you have a playback issue, and not a recording issue.

Yes, I have ejected the USB drive and the recordings are there when viewing on my PC. Usb drive is currently showing 1.32GB used after I formatted it as part of my testing shortly after this problem started. Also have power cycled my router and the Arlo Base station. My original post details what I have tried so far.

Thanks,

FBM

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