Active Arlo Pro 4 has stopped recording

[susanem53]

My Arlo Pro 4 has stopped recording. It can show live videos but will not record. On the front screen of my phone, the notifications will show that there are x number of recordings but the screen of the dashboard says that there are 0. There is a message next to the number of recordings which reads 0 saying 'Activity zones are currently disabled. AC power has been disconnected from this device. Please reconnect the power source to the device.' I have the camera connected to an Arlo solar power panel. I cannot see any recordings in dashboard which says that there is 0, and nothing shows infeed.
I have:
Checked that my subscription is active - which it is.
Taken out the battery and reinserted. (As suggested on the Arlo Community Forum)
I have reset the camera.
Checked all of my settings
The light on the camera flashes when there is movement.
The wifi connection is strong
Any help would be gratefully received. Many thanks

[StephenB]

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@susanem53 wrote:

Checked that my subscription is active - which it is.

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Have you also confirmed that the camera is still listed in the subscription plan?

If it is, then I suggest trying phone support (available in the app).

[susanem53]

Hi Stephen,

Thank you for such a quick reply.

Yes, the camera is listed in the app and in the subscription plan.

I will try to contact the support tomorrow.

[susanem53]

I did phone the Arlo support as suggested. Apparently, the assistant knew exactly what the problem was. Even though my subscription is valid until July 2024, as shown in the settings, the camera was not attached to the subscription. I asked how that happened and I was told "I am not allowed to say", though later he did mention changes to the app. He went off and came back a few minutes later and asked me to take the camera down so that I could work with hi through some steps. As I am 70, I asked him could he ring back in 10 minutes while I got the ladder out and the camera down. He couldn't as he could be busy on another call. He said he could mail me instructions which he did and I followed them and now everything is working fine. 
Also the phone number in the app does not work, number not recognised so rang the number on their website. 
These are the instruction he sent to me, in case any one else is having the same issue. My settings had been saved

To remove your camera Pro 4 camera and re-install it on your account progress according to below steps:

1. Dismount the device from it's mounting
2. Open Arlo Secure app
3. Tap on the icon that looks like a person in the upper left corner
4. Tap on the name your location called Home
5. Tap on Devices option on the new screen
6. Tap on the name of your camera "house front"
7. Tap on the picture of the camera to display Device Info page and press Remove Device

To re-install both devices back to the account:

1. Go back to Devices page and tap on + icon in the upper right corner
2. Select: Cameras ->Pro Series ->Pro 4
3. Progress to next screens until you can press Continue
4. Made sure that you phone is connect to a 2.4 GHz wi-fi network that you wish to install the device on
5. Connect to 2.4 GHz network by entering name of the network and it's password
6. Press continue on the bottom to go further 
7. You will see a QR code on your phone screen and you should show your phone screen to the front of the Pro 4 camera
8. If QR code was detected camera will play chime melody
9. If chime was played press Continue

Wait for device to be found