No live camera connection and no library recordings despite motion detection

[yuki_1]

Since two weeks we have the following issue:

- camera appears offline in the app even though the internet is working

- camera detects motions and sends alerts, but recordings dont show up in the library

- camera does not establish a live feed or takes several minutes and attempts

After reseting the base station and reconnecting the camera, the same issues persist. 

Does anyone have the same experience and knows how to solve it?

Thank you.

[jguerdat]

Have you rebooted the phone and reinstalled the app? Also, try the web client.

[yuki_1]

I actually have, unfortunately the situation didnt change. Any other clues?

[jguerdat]

Since you've already done the system reset, use the Contact Support link at the bottom here. The only alternative I can think of would be to reset and set it back up in a new account using a different email address.

[yuki_1]

many thanks! i will get in touch with the support team to solve the problem.

[NE1SON]

This seems to be an issue that started in December-ish with Arlo.  It is clearly a system wide Arlo issue, but they haven't provided resolution.  We have been missing recordings since December, completed all troubleshooting steps requested and still no resolution.  You can see here on the community pages and other pages there is a significant issue impacting many if not all users.  Hopefully Arlo will post the issue, impacts, and resolution soon.

[yuki_1]

Ahh, that definitely clears some things up. thank you very much for the explanation - really hope they will solve this as soon as possible!

[JamesC]

yuki_1,

Are you able to manually record? Do those manual recordings show up in the library?

JamesC

[timlush]

Exactly the same issue ongoing since 24.12.2020, report 24.12.2020 but no resolution 

App says Offline, but cameras still available via HomeKit

IOS App version 2.22.6

Very poor Arlo

[yuki_1]

Hi JamesC

unfortunately, i cant. And i also dont have any recordings in my library.

[JamesC]

timlush, yuki_1

Please contact the Arlo Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

JamesC

[yuki_1]

will do, thank you!

[yuki_1]

Just opened the case, will keep you posted.

[marymargaret]

I had the same problem. I force stopped the app on my Android device and now my Arlo system is working.