No video recordings showing up in library (after midnight until morning)

[rp926]

Hi there

Like many users, this has been an on-going issue.

Basically, my Arlo cameras are working fine, live stream is working fine, smart detections (vehicle, animals) work fine, the cameras recordings show up perfectly in the library tabs.

BUT, recordings dont show up in library after midnight until around 8 or 9 am (I never know exactly)  . Whenever a motion is detected after midnight, I get a notification of motion detected, but I dont get smart notifications (vehicle or people) AND I can't access the recording in the library.

It's a huge security breach imo.

But 8 hours after, when it's the morning, I can finally access to my recordings.

So please Arlo support, could you help me ?

Please also dont ask for the basics questions about the usb cord, the wifi signal quality, etc... lets get straight to the point.

My cameras are working, recording, and I can access the recordings in the library tab, UNLESS I want to access the recordings between midnight and 8 am.

To be even more precise and avoid future endless questions from Arlo Support, Yes, every recording made after midnight until 8 am are not accessible from midnight to 8 am.

After 8 am, I can finally access to the recordings in the library tab. 

[AikaneKai]

Could this possibly be caused by a Do-Not-Disturb or a 'don't allow activity' type of setting on your device?  Do you have anything like that set to the hours of Midnight to 8 or 9 am?

I know you said you're getting notifications, but I know some devices allow you to lock down certain activities (Parental Controls) to keep their kids from playing games 24/7 as an example.  Could something like that be set?

[rp926]

Interesting point. But it's not the issue.

My "DND" on my iPhone starts from 10 pm to 7 am. But in Arlo app I can still access to the recordings of my cameras after 10 pm.

It's only when it's 00:00 that no recordings can be accessed.

I see that I got no answers from Arlo... wow 

It actually blows my mind that such a company can't fix a simple issue as this. 
On this forum, I can see that many other people have the EXACT same issue as me, and some posts are dated summer 2024. Almost 7 months after, no fix. That's really amateurish 

[BrookeN]

Can you try uninstalling and reinstalling the app? Also can you provide what firmware you are on and if you are using iOS or Android? Is all software up to date? 

[GSB-]

Hi there. I finally found someone who has a similar issue to me but I see that no one has any idea on how to fix it. 
My issue is similar, however, it’s only my wife )who I have granted full access to) who is not seeing any videos of events from midnight until 10:30 am every morning. At 10:30 am every morning all of the events suddenly appear in her library. 
My own personal library shows every event during these times as they happen. 
I, like Arlo support, have no idea how to fix this issue. 
Did you ever get your issue sorted? 

[GSB-]

I don’t understand why you’d need to ask these questions. 
uninstalling and reinstalling the  app, updating iOS etc restarting the system is the first thing that everyone would be doing. 
can you instead please advise on how or when this issue will be fixed?

[GSB-]

I don’t understand why you’d need to ask these questions. 
uninstalling and reinstalling the  app, updating iOS etc restarting the system is the first thing that everyone would be doing. 
can you instead please advise on how or when this issue will be fixed?

[StephenB]

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@GSB- wrote:

uninstalling and reinstalling the  app, updating iOS etc restarting the system is the first thing that everyone would be doing. 

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While you might think that is the case, it's really not.  

@BrookeN is gathering the information needed to help development reproduce and hopefully fix the problem.  The only way to get it is to ask.

[GSB-]

This question was asked 6 weeks ago by the op and so far there’s basically been no response. 
I’ll keep checking back in. 
It’s very much annoying my wife. She’s concerned for her security at night as although she gets notifications of movement on our front porch she can’t check to see what it was until 10:30 in the morning. 
This started happening quite a few months ago to her, yet mine is fine. 
it’s very frustrating. 

[StephenB]

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@GSB- wrote:

This question was asked 6 weeks ago by the op and so far there’s basically been no response. 

Understood.  I'm tagging @BrookeN in case she has some questions for you.

You can also try contacting Arlo support using the support center in the app.

[BrookeN]

@GSB- I noticed your account is still on UX3, can you please check what version your wife is on. Also, are you both on iOS devices?

[GSB-]

Hi. Thank you for replying

We are both on IOS devices and we both have the latest update available in the App Store. 
Mine is 5.6.0 (9095) which I just upgraded to this morning when it became available. My wife wouldn’t have updated hers yet but she checked only yesterday  for updates. 
I read that the “library” is being replaced with something else (can’t remember). Ours still says library. 

[GSB-]

@BrookeN @We both have the latest App Store update as from this morning. And also the latest iOS 
Situation unchanged. 
cheers

[GSB-]

@BrookeN 

I don’t know what UX3 even means. Neither of us have been given the opportunity to upgrade to the new Arlo Experience.  When will this be available to us ? 

[BrookeN]

You can update to the newest app experience by onboarding a a Pro 5 ( Even if you do not have one) that will kick start the update. If you do update, you both will need to as the authorized user does need to be on the same UX as the other. 

[StephenB]

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@GSB- wrote:

I don’t know what UX3 even means. 

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To clarify this - 

• the old user interface shows "Library' in the app menu (UX3)
• the new user interface shows "Feed" and "Dashboard" instead (UX4 or maybe called UX5 now).

What version you see depends on how Arlo has your account set up in their cloud.  The app supports both interfaces, so it is not about the app version.

Although @BrookeN answered your question on how to force the migration, it might not be a good idea.

There are still issues with the new interface.  In particular

• "Feed" has three built in modes for the entire account.  "Library" has independent modes for each base and for each wifi-connected camera.  "Library" also has custom modes.  With "Feed" there are no custom modes.  While you can modify the three built-in modes with "Feed" you cannot add more.
• The combination of geofencing+scheduling doesn't work reliably in "Feed".

So you should consider if these issues matter to you before you migrate.

Also, the issue you are reporting might not be solved by migrating to "Feed".  There are others who have reported similar issues.

Based on past posts, your time zone might also be relevant.  Several others reporting this problem were in NZ and AUS.

[GSB-]

@StephenB @Thank you for this information. 
I did some research. As you suggest, I won’t be upgrading just yet as per your advice. 

[GSB-]

@BrookeN 

Any update on the original issue? Being that videos recorded between mid night and 10:30am only appear at 10:30am even though the corresponding notifications are coming through at the time of any event. 
please advise asap 

[GSB-]

@StephenB @BrookeN 

Yes, this issue has been going on (at least in Australia) for at least 6 months. I found a thread where another Australian user had exactly the same problem back in August 2024. BrookeN was involved in the discussions back then too and advised she would get back to that user once she had information.  I don’t think she ever did. Stephen, you were discussing matters in the same thread too. 
It’s amazing that this issue still persists after all this time ! 

[GSB-]

@rp926 hey rp, did you ever get this issue resolved? 

[GSB-]

@rp926 @StephenB @BrookeN 

Well. Just spoke to support. 
no clue.  
just have to live with it until we get a different system. 
perhaps one that doesn’t need a paid subscription. 
I’ve been using arlo for many years so maybe it’s time for a change. 
Im just so surprised that an issue like this that has been going on with many users since august last year has not been able to be fixed. 
I thought that it was such a common issue that support would

just tell me

how to fix it. 

[StephenB]

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@GSB- wrote:

@rp926  

Well. Just spoke to support. 
no clue.  

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@BrookeN , @ShayneS , @JamesC - sounds like this needs to be escalated.

[GSB-]

I give up 

[BrookeN]

This has been escalated @StephenB @GSB- I sent you a private message asking for logs and more information. Can you please respond to that message so we can look into this further?

[GSB-]

@BrookeN I’ve sent both of our logs. Thanks for trying to help