Added a Video Doorbell, asked to upgrade App, Now library recording are gone

[StevetheRef]

I bought and installed a Video Doorbell yesterday, and added it to my system (3 x Arlo Pro 3 Cameras connected to a Security SmartHub).  As part of the Doorbell installation, I ws asked to update my iPhone Application, which I did, process was simple and work fine. However, I now can only see 1 months worth of recordings, I was able to see a lot more that that previously in the Library now called the Feed. I need to be able to see back to 1st May how can I do this, I rely on the stored video recording to do checks.

[StephenB]

---

@StevetheRef wrote:

I bought and installed a Video Doorbell yesterday, and added it to my system (3 x Arlo Pro 3 Cameras connected to a Security SmartHub).  As part of the Doorbell installation, I ws asked to update my iPhone Application, which I did, process was simple and work fine. However, I now can only see 1 months worth of recordings, I was able to see a lot more that that previously in the Library now called the Feed. I need to be able to see back to 1st May how can I do this, I rely on the stored video recording to do checks.

---

Arlo Secure's retention is 30 days, there are no older recordings in the Arlo Cloud.  Arlo Secure Plus in Europe has 60 days retention, but not in any other geography.

If you are asking about the local recordings, then they are not in the feed.  You see them by

1. going to the device page
2. pressing the settings wheel
3. selecting local storage 

But again, the app only shows 30 days of local storage (and this is also the case with Library).  If you want to get older local recordings, you need to eject the storage from the smarthub using the app, and then connect to a PC.

[StevetheRef]

I was able to see files older than 30 days prior to the upgrade, there as no mention the process that older files would be lost, otherwise I would not have upgraded, until I found a solution for back them up. This is a serious issue, as that data are personal items to me, and should not have been deleted as part of the process to upgrade. The fact that the files were available prior to the upgrade means that Arlo were not enforcing the 30 days policy, which becomes part of the service, until the terms change 

[StephenB]

---

@StevetheRef wrote:

, as that data are personal items to me, and should not have been deleted as part of the process to upgrade.

I don't work for Arlo.  All I can say is that I've never had more than 30 days of video stored in the Arlo cloud.  Also, none of my own cloud recordings or locally stored recordings were deleted when I migrated to "Feed".

If you are talking about local storage in your smarthub, I suggest ejecting that storage in the app and then connect the storage to a PC to check it.   While the app only shows you the last 30 days of local recordings, there likely are more saved in the storage.

You can of course contact support.  If you do that, use the app - googling for a phone number almost always leads to a scam support site.