camera that will only send recordings to my phone when I am on my home wifi network

[anntbruno]

Arlo customer support is SO bad!  I have a camera that will only send recordings to my phone when I am on my home wifi network.  I can't find any online support about this issue.  I tried calling customer service but they apparently don't have any live support any more!!!  HORRIBLE  Now what am I supposed to do?  I have 2 Arlo systems at different places and will be replacing them all.  

[JamesC]

Recordings are not dependent on the viewing device being connected to the same network as the Arlo system. Could you provide more details on the issue? Are you using local storage or do you have a subscription for cloud storage? Are you able to see recordings when using a PC?

JamesC

[anntbruno]

No to all of that.  I only see about one recording out of 10 when I'm not on the same wifi network as the arlo

[StephenB]

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@anntbruno wrote:

No to all of that.  

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I don't think that answers the question on whether you have a subscription (or alternatively if you are using direct access to local storage).

[anntbruno]

No i don't have a subscription.  I'm not even sure what subscription you're refering to.  For video storage?  In any case I guess they're stored for a while in the app.  or on my phone...

[StephenB]

What camera model(s) do you have?

If you have a base station/smarthub - what model is that?

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@anntbruno wrote:

No i don't have a subscription.  I'm not even sure what subscription you're refering to. 

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If you just purchased (within three months) then you were automatically opted into a trial subscription for Arlo Secure.  Newer cameras require a subscription get any cloud storage - they are not stored on your phone or in the app. Older cameras like the pro 2 (launched before 2018) had free 7-day cloud storage.

You can check the status by going into settings->subscription in the app.

• https://kb.arlo.com/88/What-are-the-available-Arlo-subscription-plans-and-how-much-cloud-recording-i...
• https://kb.arlo.com/000062312/What-options-will-I-have-when-the-Arlo-trial-ends

[anntbruno]

I have an arlo pro and base station purchased in 2018

The model no on the order is VMS4130-100NAS

[StephenB]

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@anntbruno wrote:

I have an arlo pro and base station purchased in 2018

The model no on the order is VMS4130-100NAS

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Ok.  Then you do have 7-day cloud recording.

What model phone are you using?  Also, what version of Android/iOS?

Do the app settings allow the app to use cellular/mobile data?

[anntbruno]

It's a samsung s21 

android version 12

and yes that;s allowed

[StephenB]

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@anntbruno wrote:

It's a samsung s21 

android version 12

and yes that;s allowed

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Are you just missing the notifications?  But able to see the recordings in the library?

[anntbruno]

I get the notifications but there are no recordings

[StephenB]

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@anntbruno wrote:

I get the notifications but there are no recordings

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Have you also tried browsing on a PC to my.arlo.com, and looking in the library there?

Also, are you seeing the recordings when your phone is connected to your home wifi?

Is this happening with all your cameras, or just one?

Do you use the geofencing feature?

[anntbruno]

No I don't see the recordings on my PC when I'm logged in

I only get the recordings when the phone is on the same wifi as the arlo system

I only have one camera

yes geofencing is enabled

[StephenB]

Have you tried restarting both the camera and the base?  Remove the battery(s) from the camera and reinsert them.  Restart the base using the restart feature in the app.

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@anntbruno wrote:

No I don't see the recordings on my PC when I'm logged in

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Can you live stream the camera from the PC?

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@anntbruno wrote:

yes geofencing is enabled

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I'd wondering if that is part of the puzzle, since you would likely be using "away" mode when you are using cellular data.  Maybe try turning that off, and see if it makes any difference.

[anntbruno]

ok I've disabled the geofencing and restarted the phone

The live camera feature works on both my phone and laptop

Yes I've done all that restarting several times

[StephenB]

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@anntbruno wrote:

ok I've disabled the geofencing and restarted the phone

The live camera feature works on both my phone and laptop

Yes I've done all that restarting several times

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Yeah, I get that this is both tedious and frustrating.

I am running out of ideas - but I am wondering if you are using activity zones.  If you are, then try removing them and see if that helps.

[anntbruno]

No we don't use zones and yes, this is frustrating