Arlo|Smart Home Security|Wireless HD Security Cameras

Re: Not able to access event camera until event recording finished

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varhino
Guide
Guide

Within the last few months I have noticed that I can no longer access the camera that has an event ongoing until the system has completed recording the event. Before, I could immediately access the live stream upon notification of an event. This is with the Arlo app on a Samsung Note 9 phone. Have there been software/hardware/app updates that would have interfered with the previous accessibility? Is there a new setting that I need to change or check to resolve this issue. The system is useless to me if I cannot immediately access an ongoing event. Please advise.

Model: VMB4000 | Arlo Pro/Pro2 Base Station
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ShayneS
Arlo Moderator
Arlo Moderator

HI @varhino

 

  May I ask which troubleshooting steps you have performed so far? I don't want to suggest any prior methods you have previously performed.

varhino
Guide
Guide

I have done both a soft and hard reset on the base station and on the cameras. which includes using a paperclip to reset the base station and removing battery from cameras.

This issue began to happen after the last software update was issued.

ShayneS
Arlo Moderator
Arlo Moderator

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