Recording keep disappearing?

[Spaceninja]

I’ve had this arlo pro system for a little of a month. Everything was working fine besides the red tint on one of the cameras. However, it was recording just fine until a few days ago, everytime I click on recordings it erases them or they just disappear. It’ll show that I do have recorded footage but as soon as I click on the feature to check recordings they vanish? Anyone else having this issue?

[jguerdat]

Are you using the library in the app or a browser or clicking on links in an email notification?

[Spaceninja]

I’m using the library in the app.

[Spaceninja]

See how in the first picture there showed several recordings. Now I click on the library and they are gone.

[TomMac]

Unistall and reinstall the app.

If possible ,check on a web browser / computer to see if the files are in the Library.

https://arlo.netgear.com/

[Spaceninja]

Thank you I will try that.

[Spaceninja]

Didn’t work, as you can see it shows at the bottom in red 15 videos recorded but the aren’t showing up.

[jguerdat]

In this image you have the filter set in the library. That's the funnel icon filled in green. Click on it and reset and save it to get an empty icon. You should then see all videos for the day. The filter gets set when you click on the numbered circle for a camera in the Devices tab.

[steve_t]

As jguerdat said, this funnel is solid green meaning you have a library filter on for a specific camera. Click the funnel and reset the filter so no boxes are checked. The library will then show all recordings

[Spaceninja]

I’ve reset the filter Individually to each camera “reset” and “done” and in the library. Still not holding recording. It’ll show I have recording available but when I hit the library icon they disappear.

[Spaceninja]

Forgot to mention, I reset each camera individually, and when I check the each camera again the funnel icon is green again? Like it’s not resetting. However the library funnel is clear.

[steve_t]

When you're in your Devices tab, if you click the number of recordings in the circle above each camera, it'll open the library with the filter on for that particular camera. If you've freshly opened the app, clicking the library tab should show everything

[Spaceninja]

I’ve tried everything suggested here. Nothing is working 😞
I’ve tried rebooting, I’ve tried resetting, I’ve deleted the app and reinstalled it. Nothing, still continues to show the number of recording but then when I click on it, the disappear.

[steve_t]

Did you try through your web browser on a PC?

[Spaceninja]

Yes, still shows a recording and once I click on the library tab it disappears. This is pretty frustrating.

[steve_t]

Have you power cycled your base at any stage?

[Spaceninja]

Yes! Twice, still having issue.

[steve_t]

I guess this is where you need to open a ticket with support if you haven't already. Sorry we couldn't be more help

[Spaceninja]

Thank you I appreciate all the help.

[jguerdat]

---

Spaceninja wrote:
Forgot to mention, I reset each camera individually, and when I check the each camera again the funnel icon is green again? Like it’s not resetting. However the library funnel is clear.

---

This may be the root of the problem. Instead of clicking on the numbered circle for a camera in the Devices tab, which will reset the number back to 0, simply use the library tab. Ensure the filter is cleared. All videos should then be seen. 

If you click on a camera's numbered circle, it turns the filter on by default to only show the single camera's videos.

[Spaceninja]

Ive tried this too, still continues to disappear. So I looked this up on Netgear’s support page, many others have dealt with this issue. I’m going to call support today and find out what can be done for this since I didn’t find a solution.