I will not pay for service

[Coopster5]

Arlo automatically put me in a "trial period". They did the same to my dad and uncle and I will NOT pay for service after my 60 days. YOU BETTER reset me back to the FREE service that I bought the cameras for or I will SUE!

[Coopster5]

I want the number to call ARLO. You don't have any number out anywhere and that's shady! Put the customer service phone number out there or I will report this company to the BBB and the government watchdog.

[jguerdat]

Nobody said you had to pay anything. The trial subscription is basically an advertising ploy to add features to your existing free plan but will revert to the original plan when the trial is over. 

[trebor711]

@jguerdat perhaps you can help me. My Arlo app updated about 3 weeks ago and again just the other day. Since the update one of my outside Arlo Pro cameras which is on solar power will not send recordings to the FEED page. It will send me a push notification but no saved recordings. I am in the trial period of the new app. Also, the mobil app will not let me delete change of modes that are in my feed. I can delete these things from the web site app. I am using the latest Android release on my S24+. 

[jguerdat]

STart by checking the rules for that Pro camera in any modes to ensure recording is enabled. A potential fix would be to remove and reinstall the camera but that's risky since too many folks have said doing so ended up in not being able to add it back.

Define "trial period of the new app" - do you mean you got a trial subscription recently or that you're just getting used to the new layout?

As for deleting the mode change notification in Feed, I've never even thought about doing that so can't provide any history. I tried it just now myself and had the same results as you. Whether this is new behavior or whatever, I can't say.

[jcwrks]

Recent 6.5.2 app automatically puts you in a Free 30-day Trial of the AI driven Arlo Secure plan. I assume after the trial is over it will revert to the free version.

[trebor711]

@jguerdat the rules for recording are the same for all 4 cameras. Only the front (main) camera is acting this way where I get notifications but it doesn't send the recordings to the feed. This is both in my android phone and android tablet so I know it's the app. 

I have tied resetting my camera by going outside, climbing my ladder, disconnecting it from the solar panel, removing the battery and letting it sit unpowered for a couple of minutes. Then I reinserted the battery and thought it connected to my Arlo system, it still fails to send the recordings. 

My "trial period" of the secure app started when arlo updated their app. I assume everyone was given a month's free upgrade to their secure subscription, including me. Once the free upgrade is over, I again assume Arlo will revert everyone back to their original subscriptions. I was using the free version, so I will see what happens when I go back to that. I guess Arlo wanted to give everyone a taste of what the new app can do with it's AI detection and descriptions. Personally, I think it's ridiculous and definitely not for me. 

[jguerdat]

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@trebor711 wrote:

@jguerdat the rules for recording are the same for all 4 cameras. Only the front (main) camera is acting this way where I get notifications but it doesn't send the recordings to the feed. This is both in my android phone and android tablet so I know it's the app.

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If the videos are not present it's not the app. You can prove this by using the web client (my.arlo.com) using a computer browser. The app doesn't decide what to show unless you have a filter set in Feed so be sure to remove anything that filters out that camera.

Be sure that camera doesn't have activity zones which could be causing the server to delete the video. What happens if you swap cameras around? I know you said the cameras are all set up the same but have you checked every mode for the camera rules to ensure recording is enabled? Worse case you may want to remove and reinstall the camera to clear out any weirdness. The potential downside is that some folks then can't add the camera back for unknown reasons. I suppose, if it works for you, you could just swap the camera in an area of little interest and/or recording.

Yes, the trial sub expires and then you go back to what you originally had.

[trebor711]

I have tried the web browser and it's the same thing there. However, since you mentioned it, I will check the settings for any activity zones and delete them if they exist. I'll give you an update once that is done. TY. 

[trebor711]

***update***

@jguerdat  I check my settings and there were activity zones set (must have done this years ago) which I deleted. However, that did not solve my issue. I tried doing a manual recording and snapshot which gets forwarded to my feed but any recording triggered by motion does not. I still get a notification but no push to my feed. Now here's the kicker, when the app first upgraded and I was given the Secure Trial Plan, my front camera DID send recordings to my feed. That lasted about a day and then nothing. Again, as I said, the settings are the same for ALL of my cameras. 

[trebor711]

@jguerdat 

**2nd update**

After checking all my camera's settings, it seems they all had Activity Zones set. I must have set these up a long time ago when I had a paid subscription. However, the front, and my most important camera, still will not send any motioned triggered recordings to my feed. Regardless of what you think, the Arlo app for Android is still very buggy and needs to be fixed. 

[jguerdat]

Verify the model of the camera in the camera settings, Device Info (or maybe in small print just below the name you gave the camera). It rather sounds like you either have a newer camera that needs a sub  or you have more than 5 cameras, the limit of the free plan.

I'm not defending the app but it's not that buggy (for the most part - there certainly places to be worked on). However, if you're used the 3.x UI, switching to the 4.x UI very definitely has a learning curve.

[trebor711]

Oops

[trebor711]

@jguerdat I know you are only trying to help, but I assure you I am not an idiot. I know what I know and I KNOW I only have 4 cameras on my account. I also know the front (the one with all the problems) is an Arlo Pro. I know this because when I took out the battery to reset the camera, Arlo Pro was printed online the battery compartment. 

Here's some other interesting facts. When I get a push notification from my other 3 cameras and I select it, it takes me to the feed page if the Arlo app and plays the recording. When I get a push notification or just regular notification from my front camera and select that it takes me to the Arlo app but to the device page and starts the camera in live mode. Care to try to explain that one? The app for android is buggy. This NEVER happened before the update. 

[jguerdat]

If the camera isn't working properly, which you've demonstrated over and over again, why blame it on the app? How is the app supposed to play a recording that isn't there? It would seem that the camera is simply faulty and continuing to beat your head against that brick wall isn't going to solve anything.

[trebor711]

So you want me to believe since the camera was working just fine without any problems that the update to the Arlo app had nothing to do with it?  The app is buggy and still has a few things wrong with it.  There are things I can do on the web based app and not on the mobil app.  BTW, the camera is working just fine.  It just doesn't play well with the new app. There is something between the camera and the app that is preventing the recordings from being sent to the feed.  What that is, I don't know and at this point will probably never find out.