7 Day History from Library doesn't show up

[Scottiedog]

I don't have subscription so I've been using local storage (USB) in Library to see past history.  It's been working fine until recently it's getting a message.

Cloud storage keeps all your clips secure, Learn More.  In the background, it says "No Recordings".

[StephenB]

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@Scottiedog wrote:

I don't have subscription so I've been using local storage (USB) in Library to see past history.  It's been working fine until recently it's getting a message.

Cloud storage keeps all your clips secure, Learn More.  In the background, it says "No Recordings".

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Pro 3 cameras don't come with free 7-day cloud recording, and there is no direct access to local recordings with a VMB4000 base.

Can you please confirm the camera models and base model that you have?  Also, let us know if you have set up direct access to local storage: https://kb.arlo.com/000062337/What-is-Direct-Storage-Access-and-how-do-I-use-it

[Scottiedog]

I don't know the exact model, but in the App it's identifying it as "H9".  I have three of these installed.

[StephenB]

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@Scottiedog wrote:

I don't know the exact model, but in the App it's identifying it as "H9".  I have three of these installed.

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H9 unfortunately isn't very helpful.

There is a VMCxxxx part number inside the cameras.  Open up one, and look behind the battery.

[Scottiedog]

Again, thank you for helping me here.  The camera component is sealed.  There is no way to open it.  Let me find the original box or receipt.  I bought it from Costco, it came with three outdoor cameras and one hub unit.  Hub unit has model number VMB4540

[Scottiedog]

I found the button to release the case.  The model is VMC4040P, Arlo Pro 3.

[StephenB]

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@Scottiedog wrote:

I found the button to release the case.  The model is VMC4040P, Arlo Pro 3.

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Thx.

Those cameras don't have free 7-day cloud recording.  They need a paid subscription for any cloud storage, but they come with a 3 month trial (which you are automatically opted into when you onboard the cameras).  Often new customers don't realize they are in the trial, and then are suprised when recordings stop 3 months later.   Is that what has happened to you? 

The alternatives are to

1. get a paid subscription for Arlo Secure.  Pricing varies by country - see https://kb.arlo.com/88/What-are-the-available-Arlo-subscription-plans-and-how-much-cloud-recording-i...
2. use direct access to local storage - see https://kb.arlo.com/000062337/What-is-Direct-Storage-Access-and-how-do-I-use-it

Do you recall setting up direct access on your VMB4540 smarthub?

I have a subscription myself, but there are many people here who use direct access instead.  There are some limitations:

• access to recordings is only in the app (not the browser)
• access to recordings is only for the primary account (not friend accounts)
• no ability to take manual recordings or snapshots
• no thumbnails
• remote access to recordings requires changing router settings (either port forwarding or setting up a vpn).

[Scottiedog]

We got these cameras back on March 2021.  You are correct on trial period which didn't indicate that without subscription, we won't be able to see historical footage after expiration.  We contacted Arlo support and they recommended to put external storage like USB stick.  So for last year, we used the USB storage to see last 7 days of footage, but only on one primary account device.  My wife can see the 7 day library, I could only see "live".  As of few days ago, that feature went away.  I'm trying to troubleshoot that issue.  Why my wife can't see the 7 day history anymore.  Thanks.

[StephenB]

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@Scottiedog wrote:

 My wife can see the 7 day library, I could only see "live".  As of few days ago, that feature went away.  I'm trying to troubleshoot that issue.  Why my wife can't see the 7 day history anymore.  Thanks.

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Ok.  So your wife has the primary account, and you have the secondary one.

Have you tried restarting the base from the app (using her account)?

If you touch "cloud" when on the library page, are you seeing the option to select the base?

[Scottiedog]

Have you tried restarting the base from the app (using her account)?

I don't know what that is, but I rebooted the base unit by recycling the power.  Didn't help.

App has a popup, so can't click on anything.  See attached image.  You can see in the background text saying "No Recordings".  The USB stick has recent contents when I unplug it from the hub/base and plug into my desktop and view the content of it.  It almost seems like Arlo is now forcing us to subscribe to their service after about a year of using it to view historical footage.

[StephenB]

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@Scottiedog wrote:

>>> Have you tried restarting the base from the app (using her account)?

I don't know what that is, but I rebooted the base unit by recycling the power.  Didn't help.

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Go into settings from the main page in the app, then select the base station from "My devices".  There's a restart control at the bottom of that page.  However, if you power-cycled it, then it would have of course had to restart.

Still, go to that page, and then select "local storage"  Make sure you do this in the app, not the web browser.  You'll see controls for local recording there.  Make sure that "Record Locally" is enabled, and that "Storage Status" is "ready"  Also that "Overwrite Automatically" is set. 

"Direct Storage Access" should also be set.  If it's not, then set it.  If it is, try turning it off and then on again, and see if that helps.

[Scottiedog]

iOS App, my wife's phone, doesn't have "My Devices" menu from "Settings".  It does have "Shared Devices", but it has three cameras, no hub listed.  See attached image of "Settings".  There is no "Local Storage" option.  This is all app, no browser.  Thanks.

[StephenB]

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@Scottiedog wrote:

iOS App, my wife's phone, doesn't have "My Devices" menu from "Settings". 

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Does your account show My Devices?

It sounds like your account must be the primary account.  Note that only the primary account can access the local recordings.

[Scottiedog]

There is no My Devices under Account, see earlier screenshot.  That brings up another question.  How do I determine which App is the primary account holder and switch to different phone/app?

[StephenB]

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@Scottiedog wrote:

How do I determine which App is the primary account holder and switch to different phone/app?

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Well, it's either your account or hers.  It doesn't appear to be hers.

One way to tell is that you look in "settings" in the app.  If you see the base station in "my devices" there, then you are logged into the primary account.

Another way is to look at "grant access" in the account settings.  The friend account should say "0" there.  The primary account will show something else.

[Scottiedog · Accepted solution]

So after some time after a reset on hub, my wife's phone is now displaying history.  Maybe that is all I needed.  Thank you for your help.