3 Pro 4s appear ready but won't record or allow me to connect directly with video. Doorbell works.

[MBinWG]

I've had the system over two months and besides having to do a hard camera reboot once in a while, everything has been great.  Starting Friday night my Doorbell camera worked and recorded fine but my (3) Pro 4 cameras won't record videos or allow me to directly connect to see live video.  I tried to set them off myself and Amazon Alexa will say there is motion but no video is recorded for the Pro 4 cameras. Only the doorbell will record. I've did everything form hard boots for the cameras/WIFI and reconnecting the cameras again but nothing works.  Every time I try to connect to live video it just says connecting....  Usually it takes just a few seconds. But the doorbell still works.  This morning (Saturday) I woke up and they were working fine like they have been for two months.  Since noon, the problem is back.  This is so frustrating.  My first thought was that it was a problem with the app since I've never had this and all cameras are connected and WIFI strength is strong.  

Any suggestions? Please

[dcfox1]

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@MBinWG wrote:

I've had the system over two months and besides having to do a hard camera reboot once in a while, everything has been great.  Starting Friday night my Doorbell camera worked and recorded fine but my (3) Pro 4 cameras won't record videos or allow me to directly connect to see live video.  I tried to set them off myself and Amazon Alexa will say there is motion but no video is recorded for the Pro 4 cameras.

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Do you have an active subscription for the Pro4 cams? You need one when the 3 month trial runs out for Cloud  motion recording. The newer cameras require a sub. 

[MBinWG]

Each camera shows "3 Month Trial Active" and says Trial ends July 8, 2021.  I thought about this but it should be active till July 8.  Right?  Why would the doorbell work fine but the 3 cameras won't record or allow me to view them.

Everything has been fine for over two months. It's the craziest thing I've ever seen!

[dcfox1]

Yea  the sub is not the issue since the trial is still active.  Have you tried  deleting the app and installing again. Also is it the same on the web portal.

[MBinWG]

The web dashboard, the app on my phone and my kindle app are all behaving the same.  

I wish I could narrow it down to an app on a device or one camera but it is the same on all.  I have left all cameras active today since the family is in and out constantly and only the doorbell records videos.  What's insane is that my 3 Pro 4 cameras will once in a while randomly pick up movement and record a video and once in a great while I can load a live camera.  Again, I wish I could narrow it down but all 3 Pro 4 cameras are randomly recording.  All cameras are active and showing excellent WIFI strength. 

Since this just started 24 hours ago, I was hoping other people were experiencing this and ARLO would say they were aware of it and could fix with a patch or software update.  It just makes no sense why all 3 pro 4's would start this at the same time. Maybe it's paranormal. 🙄

[MBinWG]

I'm leaning towards a problem with the app after noticing that my phone, which ARLO is tied to, was automatically updated to ver. 3.2.2_28365 which shows a release date of Friday the 18th which is when my cameras started acting up.  It must be a software issue.

Tonight I've noticed that while my doorbell camera still works fine and my other 3 cameras will notify Alexa of movement and the light will come on but will not record video to the app.  So frustrating!!! 

[jguerdat]

What about removing the extra automation to get back to the basic state of affairs? It's possible the home automation is causing the problem.

[MBinWG]

UPDATE:

Once again, I have had a doorbell and three cameras for two and a half months with no problems except for an occasional hard reboot which I have learned to live with. These problems started on Friday June the 18th which I later noticed that there was an update on that day to my app. For three days the cameras wouldn't record or let me look at a live image for the most of the day and night but would work for a couple of hours in the morning. If I hadn't been watching my cameras so closely I probably wouldn't have even noticed that there was a problem unless something happened and later found out that no video was recorded. After redoing everything three different times Friday evening and Saturday I gave up.  After not working most of Saturday, it was once again working Sunday morning for two hours and then stopped.  All of a sudden Sunday afternoon everything returned to normal.  Two of my cameras alerted me this week that there was a new firmware update.  

I suspected a software update problem and it appears that's what it was.  It would be nice to be notified that there is a problem and that they were working on it.  I think everyone can understand that there was a software update and they had to iron out a few bugs.  It's terrible customer service when you don't say anything and it hurts your brand. I know I wouldn't have been so frustrated and angry and would have just waited for a patch.  My two cents.