Will not record to library

[Tab124]

I just recently reactivated my Arlo account and paid for the subscription. I'm getting notifications however nothing records to the library. I did check for a firmware update and there is not one. Please help!

[jguerdat]

Start by verifying what your active mode is. You mention nothing in the library - is that what you use to view the videos or do you use Feed? I ask because a new account would get the new user interface (UI) that would use Feed to view. I'm not sure what you mean by "reactivated my Arlo account", hence the question.

Also, check the subscription status. If you see Manage Cameras, be sure that your cameras are enabled.

[Tab124]

I will arm on the cameras when I leave, I get the notifications that motion/sound has been detected however nothing will be saved to the library. I cannot view the camera feed for the notification I received. If I want to see what the notification was I have to view live mode. If time has passed before I view it I simply do not know what alerted the camera to go off.

[Tab124]

Also, I cancelled the subscription for awhile and just started the subscription back. Since reactivating the subscription I cannot view past videos in the library.

[StephenB]

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@Tab124 wrote:

Also, I cancelled the subscription for awhile and just started the subscription back. Since reactivating the subscription I cannot view past videos in the library.

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Any videos that you had stored there were deleted when the subscription lapsed.

New videos should be being stored though.  Start by livestreaming a camera, and see if you can make a manual recording.

[Tab124]

When I manually record a video it shows up in the library. However, videos still do not appear there automatically whenever they detect motion/sound.

[jguerdat]

Did you check your subscription status and verify that the cameras are enabled in it?

[Tab124]

Yes, paid for the subscription, and it active. I tired moving the cameras  into the active section but when I do the screen goes white and nothing happens. Does this mean they are already included or could they this be the issue?

[jguerdat]

Yes, they're enabled. You would have to drag one to the No Plan section to deactivate.

Try turning off Smart Notifications completely to see if that helps. Maybe they're being filtered by the servers.

[Tab124]

So that seemed to work, however only sound detection is going into the library. I walked right in front of the cameras and they will not notify me any type of movement. I still get the notification, but movement is not going into the library. 

[jguerdat]

And you're sure that motion detection is enabled in your modes and rules?

[Tab124]

What do you mean by rules?

[jguerdat · Accepted solution]

Check this out:

https://kb.arlo.com/42/What-are-modes-and-rules-and-how-does-Arlo-use-them

[Tab124]

That was the issue.  I never checked there. Camera’s are now recording motion and saving to the library. Thank you so much for the help!!!! I was beginning to think I would never fix them! Thanks again!!