Why videos stored on the base are not available?

[Alger1]

My product is out of warranty. I could check the videos saved in the base before. But now it won’t work! When I click the library and tried to check the videos, it always says the videos saved on the Base are not available! And ask me to check the connections. I am sure the home same connections are great! The local storage set up and everything else looks good. Why are the videos still not available then? The way Arlo support system works is not good and doesn’t make sense because customers like me with no subscription now and with no warranty now cannot get the real support and help directly from the real agents/ experts from Arlo! This is not customer-friendly at all! This is an unfair commercialization to force people to subscribe! Bad and selfish and not long-run sights at all! 

[StephenB]

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@Alger1 wrote:

When I click the library and tried to check the videos, it always says the videos saved on the Base are not available!

Is this happening all the time?  Or only when the phone is not connected to your home wifi?

Are you using an iPhone or an iPad?  Or are you using Android?

[Mausanchez]

Hi, I do have the same issue.

I am using my iPhone and I am in the same WiFi but when trying to watch saved videos (Library) I do get the message that videos are not available. Please check the connection settings

[john_V]

I have the same issue. Recently, after an update to the app I can no longer see videos recorded to the base station. I know the videos are being recorded as I get notifications etc. When I put the SD storage card into my laptop I can see the videos that have been recorded.  I have tried hard resetting everything and setup from scratch - but no joy.

There is no way to revert back to previous versions of the app.

I bought these cameras initially because they had a good reputation. After reading through the forums, it seems that Arlo wants to have customers on a subscription, and if not, you're on your own - no support, no nothing.

Unsurprisingly, most reviews in the Google Play store are 1 Star - I will not be buying Arlo products again.

[StephenB]

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@john_V wrote:

I have the same issue. Recently, after an update to the app I can no longer see videos recorded to the base station.

Where are you looking for them?

Locally stored recordings aren't shown in the "Feed".  Instead you need to 

1. go to the devices page
2. select the base
3. select storage settings

[Mausanchez]

I am looking for the videos in “Library”. 

There is a message “videos stored on Base Station are not available. Please check your connection settings”.

Thanks

[StephenB]

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@Mausanchez wrote:

I am looking for the videos in “Library”. 

There is a message “videos stored on Base Station are not available. Please check your connection settings”.

Is this happening when your phone is connected to your home wifi?  Or only when you are using mobile data (or another wifi network)?

[Mausanchez]

Hi, in both cases. In the past I was able to access the videos only when connected to my home WiFi. It just stop working and now I can no.

Thanks

[StephenB]

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@Mausanchez wrote:

Hi, in both cases. In the past I was able to access the videos only when connected to my home WiFi. It just stop working and now I can no.

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There is a bug with port forwarding that affects iPhones and iPads (but not Android).  That of course only applies if you are using an iPhone that is not connected to your home wifi.

If local access has failed, then you might need to remove everything from your account, do a factory reset of the base (paper-clip reset), and then add everything back.  A real PITA.

[KachinaShadow]

Haven't tried to view local recordings since installing the "feed" app but now when I access local recordings via the "feed" app I can only see the recordings for the same day (recorded after midnight) and can't see any previous days recordings. When I remove the SD card and view it on my PC, I can see all of the local recordings.

Has something changed with the "feed" app as opposed to the old "library" app or am I missing something? 🤔

[jguerdat · Accepted solution]

Feed only shows cloud recordings while the hub's settings in Storage Settings will display local recordings.

Have you tried using the calendar icon above the settings (above the Record Locally toggle)?

[KachinaShadow]

@jguerdat 

Sorry, I wasn't clear on my reference to "feed" as I know that feed only shows cloud recordings...I was just referring to the new "feed" app vs. the old "library" app (to distinguish between the two apps) in regards of viewing local recordings.

Good call on your part about the calendar icon 😎...I had tried the calendar but had neglected to hit the OK button so once again, good call 😁

Paul

[Paul_FCCL]

“A good reputation……” ??? What…..where……when?

I can’t believe there are people still buying their products.

After dealing with Arlo and their s#%@#$tuff for over ten years., I wouldn’t even mention their reputation.

Paul

[Paul_FCCL]

Hey you crazy old man, still hanging around this place?