Arlo pro 4 receiving push alerts but feed is empty

[Jyad]

Arlo secure app 4.5.1_28540

Since the last 2 days, I am receiving motion alerts but the feed section is completely empty so I have no way to tell what caused the alerts.  Even earlier video alerts from 4 days ago are gone and feed section is empty.

Hub is vmb4500 r3.

I have 5 Arlo pro 4 and also 1 older Pro camera connected

The pro 4 cameras do not show a manual video or audio record buttons either so I am unable to test manual recording on the feed.

The 1 older pro cam that is connected still shows record button and manual recording shows on feed.

Has anything changed? I am viewing remotely so unable to manually reset anything.  Tried restarting the hub remotely but still receiving only alerts but no recordings.

Alerts and recordings were working fine until 48 hours ago.

Experts please help.

[jguerdat · Accepted solution]

That sounds like your trial subscription for the Pro 4s has expired. Any camera newer than the Pro 2 requires a sub for cloud recordings. Check Settings, Subscription to verify that you do or don't have a sub.

[Jyad]

Thank you! I guess I did not read the fine print so did not realize there was a subscription required. I guess no choice but to get at least the basic one then?

I have some older Arlo pro cans lying around.  If I use those, would that do cloud recording without a subscription? Or maybe it would only create further issues as they are end of support products now?

[jguerdat]

EOL cameras will continue to work as before for the foreseeable future. At some point a change will make them obsolete but not now.

[Jyad]

Appreciate your help!  Got the basic 1 yr subscription which I thought was reasonably priced and it works fine now. I must have missed the fine print from Arlo.

Are additional subscriptions needed for authorized users or 1 subscription works for all authorized users?

[jguerdat]

The subscriptions are relative to the account holder and his cameras. Guest accounts are just viewers into the system so need nothing.

[Jyad]

Before the subscription,  there used to be multiple push notifications from 2 of the window units for motions  like birds, trees in wind, cars etc, but no recordings.

After I activated the subscription,  there have not been any notifications although cars and people etc pass the windows multiple times during  the day.

Is there a way to test if cameras are working?  I am still testing  remotely and not at the location.

Settings are still the same. High sensitivity.

[jguerdat]

Are these placed inside the windows? PIR sensors don't work through glass which blocks the IR needed to trigger the recordings. You would need to place them outside.

[Jyad]

I have 3 cameras inside windows, behind glass, and they have always sent push alerts of people passing, vehicles passing ,swaying branches etc.  Lately they have not been sending any alerts for a few days , but every time I remotely restart the hub, they immediately start sending push notices of people, cars and swaying branches for some time and then I have to remotely restart the hub again.

My other cameras are inside. I am just worried that thse too are not alerting if there is movement

[jguerdat]

No cameras other than the Q or Essential Indoor works reliably through glass which blocks the IR needed for the PIR sensors to detect motion. Apparently some glass will pass IR but that seems uncommon. The Q and Indoor cameras use pixel change detection so work reliably through glass. Relocating the cameras outdoors will fix the issue.