Getting 7 day storage back

[GGProCam]

Took about two weeks, but finally got my base station and 1 of 3 cameras added back to my account after moving houses a few years ago. Support agents have been good about base station but as soon as I mention the topic of adding legacy cameras back (original Pros from 2017 or 2018) there is no support. I’ve seen some threads that tell you to use android to add camera but my family doesn’t have android devices. Not sure how I got the one back up but continually trying finally worked. Support agent assured me of retaining free 7 day storage but I have everything setup properly (including routines) and No Plan is showing on my account thus blocking any recordings. One suggestion was to remove camera and re-add but there is no way I’m doing that as it took about 50 attempts to get the one camera added to the station/account. How do I get my promised free storage back???  Also, would like to get my other two cameras on the account but after quick blue LEDs lights confirm connection, app or web can not find device. If Android is only option, please confirm so I don’t waste anymore time rebooting, removing, restarting

[jguerdat]

Adding cameras to the base doesn't require anything - use this manual procedure. First, briefly press the base sync button and verify the Camera LED is flashing. Then press a camera button and verify that the blue LED is slowly blinking. WHen paired, both LEDs should blink rapidly for a few seconds. No phone or computer is needed.

[GGProCam]

Done your simple version of connecting to base about 20 times. Yes, it syncs, but the software for phone or desktop will not recognize new device. 

[jguerdat]

Unfortunately, that seems to be a fairly common complaint these days. Not sure why but my guess is that legacy devices are slowly reaching the true EOL where the hardware/firmware just isn't supported and won't work. Hard to say that's actually true but it seems likely.

[GGProCam]

They (Arlo) obviously want the monthly subscription $$$s, but they are in a bit of a bind with promising 2016 to 2019 purchasers of Arlo Pro and Arlo Pro 2s free 7 day cloud storage for lifetime for working cameras.  They (Arlo) believe that making these cameras extremely difficult to connect to new software updates will be an excuse that the cameras do not work and avoid the class action lawsuit.  The cameras still work as intended, but Arlo is purposely making the connection/device add almost impossible and also making customers call to add a paid subscription in the hopes that they will just continue with it and not pursue the 7 day, free storage.

[StephenB]

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@GGProCam wrote:

They (Arlo) obviously want the monthly subscription $$$s,

Agreed.

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@GGProCam wrote:

 Arlo is purposely making the connection/device add almost impossible 

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Personally I don't think they are intentionally breaking anything.  They are determined to stay with their EoL decision that they made back in 2023.   So I think they aren't doing any regression testing with legacy cameras, and aren't fixing any bugs that arise as they make changes to their cloud service and the app.  The net effect over time is that it's harder and harder to use and install the legacy cameras.

Though I could be wrong here, I don't think the driver on the EOL is the free storage.  They stopped making these cameras years ago and the amount of storage needed will drop as the old cameras fail. I think the real problem is the software maintenance load needed to keep a lot of different camera models working properly.  (FWIW, there are certainly folks here with different opinions on this).

[GGProCam]

Fair comments and well written.  I think the 7 day storage that was promised and not offering a way to continue that as long as the devices are working (and they are working) is the gut punch.  The base is still supported and the cameras still sync, but by creating apps/software that doesn't recognize the connection is the grey area of lawsuit.  If you can not get your cameras to show on a sync'd, supported base station, then the promised storage becomes impossible to use.  Once confirmed that you purchased these Legacy devices, then Arlo should be responsible for providing a plan that covers their promise.  If the camera physically fails, then I totally understand that EOL would not support the replacement or staff support guidance of that product.

[BrookeN]

The issues you're experiencing could be due to a hardware issue. We ask that you reach out to support for more information. You can get to support by going  within the app on your mobile device click on the silhouette on the top left ~ support center ~ the device that you are needing assistance with then choose the behavior you are seeing. If by chance you do not have a subscription and are unable to reach out to support please send me a dm and I will create a ticket for you. You send a dm by clicking on the envelope icon on the top right of the forum page.