Local Recording Broken

[ST94]

• I am writing to report that local recording on my Arlo Ultra SmartHub (VMB5000) has stopped functioning, and to request a resolution.
  Account/Device details:
  • Base Station: Ultra SmartHub VMB5000
  • Cameras: 5x Arlo Pro 5S (paired via SmartHub)
  • Storage: microSD card, installed and formatted per app instructions
  • Approximate date issue began: on or around August 15, 2026 (system was working correctly prior to this)
  Issue description:
  Local recording via the SmartHub has stopped triggering entirely across all 5 cameras. Specifically:
  • Direct Storage Access / Record Locally is enabled in SmartHub Storage Settings
  • The microSD card is properly installed and formatted
  • Motion Detection is enabled and firing correctly on all cameras (I receive motion notifications)
  • I have built both standard Mode rules (Arm Home, Arm Away) and a Custom Mode, all using Motion Detection as the trigger
  • When I attempt to select “Record a Video” as the rule action, the app blocks this behind an “Upgrade your cloud storage” prompt
  • With only “Send Notification” enabled as the action, triggering motion produces zero local recordings, confirmed by checking SmartHub Storage Settings directly (not just the Feed/Library display)
  Troubleshooting already performed:
  • Logged out and back into the Arlo Secure app
  • Fully factory reset the SmartHub and re-paired all 5 cameras
  • Confirmed all local storage settings are correctly configured as described above
  Why this matters:
  Your own support documentation states that local recording of motion- or audio-triggered clips to SmartHub storage does not require a subscription. My system directly contradicts this across every camera on the hub: local recording cannot be triggered at all without the app prompting for a paid cloud upgrade. This is a regression, not a configuration error — the system functioned correctly until approximately one week ago, with no changes made on my end.
  Requested resolution:
  1. Restore local recording functionality without requiring a subscription, consistent with your published documentation, or
  2. If this is now intentionally restricted, please confirm that in writing, and provide a refund for the SmartHub and all 5 Pro 5S cameras, purchased specifically for local-recording use, on the basis that the product no longer performs its advertised core function.
  
  

see screen shots below. 

-ST

• 

 

 

[ShayneS]

Hi @ST94 

Thanks for the feedback. Are you still experiencing this?

[ShayneS]

@ST94 

Local recordings can only be utilized when the devices are connected directly to the base station or smart hub. It looks like you have them connected directly to your Wi-Fi router which would require a subscription if you want to record to the cloud. You can find more info here: https://kb.arlo.com/1146857/How-do-I-set-up-local-storage-backups-using-my-Arlo-SmartHub-or-Base-Sta...