Library recordings gone

[Physiohi123]

My library has disappeared. And no rexordings are happening. 
did i miss something 

my feed is no longer working. Ive had mine 7 years. Never happened before

[StephenB]

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@Physiohi123 wrote:

My library has disappeared. And no rexordings are happening. 
did i miss something 

my feed is no longer working. Ive had mine 7 years. Never happened before

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What camera models and base model do you have?

Do you see "Library" in your app menu?  Or do you see "Feed" and "Dashboard" instead?

[OneEyedWillie]

I have the same problem since upgrading, no library available. I have the Pro 3  and all I can see is the Dashboard, Feed, Emergency, Devices and Routines. Everytime there is an upgrade things get worse.

[StephenB]

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@OneEyedWillie wrote:

I have the same problem since upgrading, no library available. 

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Do you have a subscription?

Or are you using local storage?

[TerryAF]

I also have the same problem. I do not have a subscription.  I lost Port Forwarding many months ago, after it was working fine - but could still see local recordings on my SD card as long as I was on the same network. After 'upgrading' to version 5.0.4 (why does it state version 4.0 on the update email!), I am now unable to see any recordings even if I am on the same network.

[ShayneS]

@TerryAF 

Can you provide the error messaging here?

Thanks 

[StephenB]

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@TerryAF wrote:

I also have the same problem. I do not have a subscription.  I lost Port Forwarding many months ago, after it was working fine - but could still see local recordings on my SD card as long as I was on the same network. After 'upgrading' to version 5.0.4 (why does it state version 4.0 on the update email!), I am now unable to see any recordings even if I am on the same network.

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Are you looking in the right place?

The local recordings are not on the "Feed" page.  You need to 

1. navigate to the devices page
2. select the base station
3. go into storage settings

to see the local recordings.

[TerryAF]

Yes, I am in the right place. I can see a list of recordings up to October 1st, some of which I can view as they have been previously downloaded.  If I try to view those that are there but have not been downloaded , then I receive a message stating 'Videos stored on Arlo Base Station are not available. Please check your connection settings.' 

There should also be several recordings since October 1st as I received many notifications of 'Activity' on my cameras over the past two seeks.

As far as the Port Forwarding issue is concerned, I have the correct port details in my Router but the Status is (and has been for many months) 'Not Available'.  If I click on Status, I receive an 'Unable to connect to router' message.

[StephenB]

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@TerryAF wrote:

As far as the Port Forwarding issue is concerned, I have the correct port details in my Router but the Status is (and has been for many months) 'Not Available'.  If I click on Status, I receive an 'Unable to connect to router' message.

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Did you check that the port is open by browsing to https://canyouseeme.org/ ?

[TerryAF]

Sorry, the reply from me was stuck in my drafts, - just realised. Thanks. I tried that and it appears that the port is not open but I have no idea why this should be happening. Still no luck on this one and I still can't see any recordings since 1st October when on the same network. I have plugged the SD card into my PC and can see that they are all there.

[StephenB]

There are two things that might be keeping the port closed. One is if you are double-routing. So if you have a modem, make sure it is not a gateway (mode+router). If it is, you need a second forwarding rule in the gateway. The other possibility is that your ISP might be using carrier grade NAT (CGNAT). You'd need to contact your ISP to pursue that.

[TerryAF]

Thanks. I do have a modem and router and have the port forwarding set up in the router. This worked for years without the need to setup anything in the modem so I don't know why it is now a problem. I have looked at the settings in the modem but as yet cannot see anything to allow port forwarding. As for the fact that I cannot see new recordings on my base station even when connected to the same wi-fi: I notice that my recordings on the local storage on the App shows dates of 01/09 thru 01/10 inclusive (i.e. 31 days) and wondered if the rolling off of the oldest recordings was the issue. As mentioned previously I can see recordings after 01/10 by plugging the SD card into my PC. I tried formatting the SD card via the App and this appeared to work OK, but I can still see the recordings from 01/09 thru 01/10. However, when I look at the SD card on my PC, there is no data present. Is this another (separate) issue?

[StephenB]

@TerryAF - If you have a pure modem (and it sounds like you do), then the issue is not double-routing. Generally speaking, a gateway will provide wifi, and a modem will not. So that is an easy way to tell. You should work to sort out the issue with your SD card (and local wifi access to recordings) before you move on to port forwarding.

[TerryAF]

I am struggling to sort out the SD card problem. I wondered if it was a formatting problem so looked at other posts in the forum and it seems that this is a problem for others. I have formatted the card via the App, via my PC login and via the Rufus software (as suggested in the forum). The SD card appears to be formatted OK and there is definitely no data on it. However, when I look at the Local Storage Settings on the APP, I can still see recordings from 01/01 thru 01/10. How is it possible to view recordings on the APP, when the SD card is empty? Additionally any further recordings are written to the SD card but are not shown on the APP? Also, no recordings (old or new) can be seen on my PC login?

[StephenB]

Have you tried clearing the app cache?

[TerryAF]

OK, since I have an iPhone I cleared down the cache by deleting and re-downloading the App. This has cleared down all of the old recordings (shouldn’t this be taken care of by formatting the SD card as I can see that old recordings will always remain viewable otherwise - until they are rolled off). So I’m left with not being able to view any new recordings (even if on the same network), which leaves me with a setup that only half works by allowing me to activate the cameras and view in real time. My understanding is that Arlo provides a full support service for customers with a subscription but not if (like me) you only purchase the equipment. Can you confirm?

[StephenB]

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@TerryAF wrote:

OK, since I have an iPhone I cleared down the cache by deleting and re-downloading the App. This has cleared down all of the old recordings (shouldn’t this be taken care of by formatting the SD card as I can see that old recordings will always remain viewable otherwise - until they are rolled off). 

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Don't know why you think formatting the card will remove recordings you've already downloaded to your phone.  But it doesn't.

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@TerryAF wrote:

So I’m left with not being able to view any new recordings (even if on the same network),

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So they are on the card, but not something you can see in the app when you are connected to your home wifi?

One path (definitely a PITA) is to remove the cameras and base from the account, and do a hardware reset of the base using a paperclip.  Then add everything back, and set it up as new.

[TerryAF]

Regarding the SD formatting. Most of the old recordings had not been 'downloaded' to my iPhone - they merely showed as footprints. Since an SD format is supposed to erase all recordings, I simply expected it to clear everything. I subsequently noticed that you can clear cache via the Settings->Privacy option. It would make sense to me that if you format the SD card and do not use the Cloud, then everything should be cleared - simply a suggestion if this is a possibility. 

Re the Port Forwarding issue, this has now been resolved. I think that it was a combination of doing a hard reset on the Base Station and setting up everything again from scratch  (as you suggested); plugging my Base Station into the Gateway (instead of the Router) and figuring out how to setup the Ports to be forwarded on the Gateway.

Thanks for all your help.