Arlo Pro 4 not recording locally

[Guillesr]

Hi, I hope you can help me with my issue.

I have a 4540 hub with 256 Gb, two Arlo Pro 2 cameras and a new Arlo Pro 4 camera.
The Arlo Pro 2 can record locally to the USB connected to the base, but not the Arlo Pro 4.
I can see live image, the motion detection is working, it's connected to the base, but not recording. I don't have any Arlo subscription.
I already remove the camera from the Arlo app and add it again, also tried disconnect the battery and nothing worked.
The camera firmware is 1.080.17.1_32.5097d3c.
The base firmware is the latest available.

What else can I try to make the Arlo Pro 4 save locally?

Thanks

Guillesr

[StephenB]

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@Guillesr wrote:

What else can I try to make the Arlo Pro 4 save locally?

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Have you checked that the Pro 4 is armed?

Also, have you tried ejecting the USB stick using the app, and then connect it to the PC?  Then see if you find any recordings from the Pro 4. You might have an access issue (and not a recording issue).  Looking directly at the USB stick will help clarify that.

[Guillesr]

Hi Stephen,

I cannot see any Arlo Pro 4 record file on the USB drive if I connect the USB drive to my computer, only I can see the Arlo Pro 2 files that I also can see from the Arlo App on Android (latest version installed).

The camera is armed.

I also format the USB drive, but issue still not solved, only Arlo Pro 2 is recording.

[StephenB]

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@Guillesr wrote:

I cannot see any Arlo Pro 4 record file on the USB drive if I connect the USB drive to my computer, only I can see the Arlo Pro 2 files that I also can see from the Arlo App on Android (latest version installed).

The camera is armed.

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Ok. 

1. Can you confirm that the Pro 4 is connected to the smarthub (and not your home wifi)?
2. Have you tried running the motion detection test? https://kb.arlo.com/41/How-do-I-change-the-motion-sensitivity-on-my-Arlo-camera

[Guillesr]

The camera is connected to the Arlo hub, and the motion detection is working fine.
I'm not receiving any error, just the records are not saved....

[StephenB]

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@Guillesr wrote:
The camera is connected to the Arlo hub, and the motion detection is working fine.
I'm not receiving any error, just the records are not saved....

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and you've already tried removing/reinserting the camera battery, and removing/re-adding it to the base.

I thinking restarting the base is worth a try (assuming you haven't done that yet).  I also suggest double-checking the rule in "Armed" for the camera - making sure it is still set to record when motion is triggered.

[Guillesr]

Yes, I already reboot the Arlo base, disconnect the relationship with my SmartThings hub also.

I'm using the same rule to record with this camera and the ones that are working fine.
I really don't know what else to do 😞

I don't want to reinstall everything if the system is working fine but not the new Arlo Pro 4.

[ShayneS]

Please reach out to the Support Team to further investigate this issue you are experiencing. You can find several options for contacting support though the Arlo Mobile App by navigating to Settings/System/Support.

[Guillesr]

Hi,

I think that I will have to do that.
Thank you guys for the support.

[BillBryan]

I have a similar problem with 7 cameras working but only 4 are recording.

[Guillesr]

Did you solve it? Arlo support is one of the worst in the world...

[ShayneS]

Hi @Guillesr

Did your Pro 4 ever get a recording via local storage before then suddenly stopped? 

Thanks 

[Guillesr]

Hi Shane,

No, that camera never recorded anything, and no one knows why, because it's connected to the base and the motion detection is working. It's also part of the same Mode than the rest of the cameras that are recording without any issues.

[jims_arlo]

Got my kit today, and tested the most important feature of local storage, sadly, not working as expected.

I have enabled all 3 cameras along with the smarthub on my local storage. Cloud storage is working while local storage is not, even though I enabled ALL settings under the smarthub via the mobile app. I further tried to cancelled ALL cloud storage trial however, still no local video being recorded on my USB driver. The USB storage has all green check on the hub settings and good to go.

I will try couple times tomorrow, and if it is not working will have to return it as a last resort.

[StephenB]

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@jims_arlo wrote:

Cloud storage is working while local storage is not, even though I enabled ALL settings under the smarthub via the mobile app.

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Are you getting an error when you try to access local storage?  If you are, what error are you seeing?

Are you checking this with the phone connected to your home wifi? (Also, making sure the app can access your local network).

[Guillesr]

Hi,
I'm not getting any error, that Arlo pro 4 it's just not recording anything locally. All my other cameras (Arlo Pro 2) are recording locally. It's the same if I'm connected locally to wifi or to 4g.

[StephenB]

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@Guillesr wrote:
I'm not getting any error, that Arlo pro 4 it's just not recording anything locally. All my other cameras (Arlo Pro 2) are recording locally. It's the same if I'm connected locally to wifi or to 4g.

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Let's double-check that you understand how this works.

When you access the library, it generally defaults to the cloud.  The library screen in the app should say "Cloud" at the top.  To access local storage, you need to press on the "Cloud" at the top.  You should then see the option to select your smarthub.  After you do that, you will see the local storage.

As far as the Pro 2s go, they have 7-day cloud storage w/o a subscription.  So you will see recordings for them in the library for both cloud and local storage.

There are limitations with direct access:

• Local recordings are only available in the app (not the browser)
• Local recordigs are only available in the primary account (not friend accounts)
• You cannot make manual recordings or snapshots.
• There are no thumbnails.
• Remote access requires router setting changes that some find difficult - and which don't work on some networks (two examples are Starlink and T-mobile broadband).

[Guillesr]

What people don't understand is that I don't have ANY subscription, only local recordings. (I can see months of recordings)

At the library screen I don't have any option to select cloud or local. All my cameras are connected to the base, and recording locally (except the Pro 4) that can detect motion but it's not saving anything.

I only use the Arlo app and only my user have access. I have local or remote access with no issues.
I can make manual recordings and take snapshots with my Pro 2 cameras but not with the Pro 4.

[jims_arlo]

Thanks for confirming, I would think this is an issue with Arlo 4 which is newer with newer firmware. However, the local storage is a MUST feature to be working, it will lose value if it is not working out of the box. I am technical person, and I know all the network related config is correct, not easy for regular users though. So decide return the unit and wait for further updates. Thanks everyone!

[StephenB]

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@Guillesr wrote:
What people don't understand is that I don't have ANY subscription ...

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Actually I did understand that.

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@Guillesr wrote:
... only local recordings. (I can see months of recordings)

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You old cameras (assuming they are Pro 2 or older) have 7 days of cloud storage even w/o a subscription.  The Pro-4 does not.

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@Guillesr wrote:
(I can see months of recordings)

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That is odd, as the app is designed to show only 30 days of local recordings when direct access to local storage is enabled.

How many months back can you go in the app?

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@Guillesr wrote:

At the library screen I don't have any option to select cloud or local. 

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And that is a problem - you should see that option.  Does anything happen when you press on the "Library" title on the top of the screen?  Have you double-checked that direct access to local storage is enabled in the storage settings of the app?  Note that option is only in the app - it is not shown at my.arlo.com.

Also, I recommend ejecting the storage in the base and examining it on the PC - to confirm that there are Pro 4 recordings there.