Arlo Secure Update wiped out everything in my feed

[Stan89]

Hi All,

I guess I did a foolish thing, I upgraded my Arlo ios app and lost everything in my feed. My system seems to be working as I still keep getting motion notifications, and the notification count still goes up, but when I click on the feed button to view recordings all I get is a message saying that “there are no events for this day”. Does not show event recordings for previous days either that were there before the upgrade. I can even still click on a camera and view a live shot of the area, so the camera is still operating, but not any recordings. I’ve tried restarts on the Arlo router, but when it comes back up, still nothing but plenty of notifications and no recordings to go along with them. I do have a subscription that was just renewed at the new higher rate… Spend more and I lose my recordings??? SIGH… I’ve tried to like Arlo and make a go of it, but they are making it kind of hard to be a believer…

[StephenB]

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@Stan89 wrote:

Does not show event recordings for previous days either that were there before the upgrade. I can even still click on a camera and view a live shot of the area, so the camera is still operating, but not any recordings. 

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Can you make a manual recording while livestreaming the camera?

[Stan89]

Hi Stephen,

Many thanks for your quick reply. Yes, I can do a manual record, and it shows an increment on the feed count, but when I click on the feed button, still the same response of no events for today.

If I go to Arlo on my windows laptop, still no feed, but I can get to view recordings by clicking on the individual device and seeing a list of recordings for that individual camera (can’t do this on the iPad though)…so they are being recorded, but not visible on any feed, iPad or windows…

Thanks again,

Stan…

[StephenB]

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@Stan89 wrote:

Many thanks for your quick reply. Yes, I can do a manual record, and it shows an increment on the feed count, but when I click on the feed button, still the same response of no events for today.

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Have you gone into the Feed Settings and made sure that all devices and events were selected?  The filter is sticky, and it is very easy to forget that you filtered out a camera (or an event type).

[Stan89]

Yes, both are set on all, and saved. Earlier I had cleared all, saved, and then selected all and then saved again, hoping this would reset the issue…but no go…thanks…

[StephenB]

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@Stan89 wrote:

Yes, both are set on all, and saved. Earlier I had cleared all, saved, and then selected all and then saved again, hoping this would reset the issue…but no go…thanks…

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Are you using a "friend" account?

Or are you using the primary account?

[Stan89]

Good Morning Stephen,

Primary account. There are no friends, or any other accounts, associated with this account.

Thanks and have a really great day,

Stan...

[StephenB]

Might be time to try Arlo phone support (getting that via the support center in the app).

[Stan89]

Hi Stephen,

Yes, I already have a case open with them. Only problem is this issue is with a system setup at a remote location, and due to a recent knee injury, I can’t get over there to follow through onsite with Arlo support. I came here hoping that someone might have a solution that I could do remotely, but I guess it will have to wait until things get better…

Thanks again for all of your help,

Stan…

[Stan89]

Hi All,

Just a follow though on this issue. Hobbled over (bad knee) to the other location and had a long chat session with Arlo support.

Outcome was that even though they say you can have an unlimited number of cameras and devices, there appears to be a limit imposed by your Internet connection speeds, etc. I have what would probably be one of the more extensive Arlo systems, with 59 cameras and 10 motion lights. While this worked before the newest upgrade, it appears that after the upgrade I have to cut down on a few devices. My experiments with my Internet speed limit constraints limit my number of Arlo devices to 65. 

Hope this info helps someone else with similar issues. You just have to experiment to find what works for you and when it breaks your feed…

Many thanks again to @StephenB for taken the time to try to help, and thanks to Arlo support members who assisted in arriving at a working solution…only pain in the neck was when I lost the chat connection a couple of times and had to start all over with a new agent…