There is an error obtaining your library. Arlo Team is working on this issue.

[Spiffed]

I have an Arlo Pro4 camera with a VMB 5000 Base Station. I had been using Port Forwarding since September 2023. Since approximately 2/1/24 I can no longer access any recordings. I get a message "There was an error obtaining your library. Arlo support team is working on it". Well I know darn well Arlo is not working on this for me. . I have checked my port forwarding settings for my VMB5000. Port Forwarding is enabled. When I click on port forwarding, the Status on the next screen says "Not Available". If I click on the little information bubble, it tells me that I am unable to connect to the router and please ensure the Port Forwarding setting on my router match the configuration below. I called my ISP. They suggested that I "Refresh Ports" as suggested by the configuration tab. I did that and it changed the Internal Port and External Port. My ISP changed the port numbers to match up. I checked and I still had the same error message on the camera. So I rebooted the router, waited one minute, rebooted the base station. This did not solve the problem either.  This also happened to me last September but I was still under warranty so an Arlo rep fixed it.  Now there is NO CUSTOMER SERVICE HELP.  This is so frustrating.   What do I do?

[jguerdat]

You may need to remove the hub and associated cameras from your account and set them back up as if new. A PITA, yes, but it may help.

By any chance is a VPN in use? Is there a difference when you try to connect via WiFi vs. cell service?

[Spiffed]

Thank you for your response.  PITA is right.  There has to be an alternative.  This arlo stuf is crap.  No VPN.

[Spiffed]

Sorry, I missed your final question.  The same problem occurs  via wifi AND cell.

Thanks.

[ShayneS]

@Spiffed 

Thank you for the feedback, I have escalated this, and someone will be reaching out to you as soon as possible.

[Spiffed]

After numerous calls from different Arlo techs, one finally told me after confirming all the port forwardi information was properly set up (after numerous other question me) and after confirming the my ISP was not the problem (I told all the techs in the very beginning that the my internal and external ports were open with the ISP), the Arlo tech told me to delete my Arlo Secure app from my phone and then reinstalled it.  After doing that my problem was fixed.  This was a very simple solution to a very frustrating problem solving issue.  I spent a total of over 8 hours (that is not a typo - OVER 8 HOURS) with numerous Arlo techs, each time having to reexplain the circumstances and another hour on calls with my ISP.  I really believe Arlo turned off the switch to allow my camera to use port forwarding with the intent to frustrate me enough to sign up and pay for the Arlo for their streaming/recording service.   I will never know.  I also doubt that this solution will solve the problem with any other Arlo consumer having the same problem.  

[James_Avery]

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@Spiffed wrote:

I have an Arlo Pro4 camera with a VMB 5000 Base Station. I had been using Port Forwarding since September 2023. Since approximately 2/1/24 I can no longer access any recordings. I get a message "There was an error obtaining your library. Arlo support team is working on it". Well I know darn well Arlo is not working on this for me. . I have checked my port forwarding settings for my VMB5000. Port Forwarding is enabled. When I click on port forwarding, the Status on the next screen says "Not Available". If I click on the little information bubble, it tells me that I am unable to connect to the router and please ensure the Port Forwarding setting on my router match the configuration below. I called my ISP. They suggested that I "Refresh Ports" as suggested by the configuration tab. I did that and it changed the Internal Port and External Port. My ISP changed the port numbers to match up. I checked and I still had the same error message on the camera. So I rebooted the router, waited one minute, rebooted the base station. This did not solve the problem either.  This also happened to me last September but I was still under warranty so an Arlo rep fixed it.  Now there is NO CUSTOMER SERVICE HELP.  This is so frustrating.   What do I do?

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Consider checking if your router's port forwarding settings match the configuration provided by Arlo.