New Arlo Ultra 2 System

[GraceeD]

I recently purchased a new ultra 2 system. After connecting all devices, I do not see video within the app. Do I need a micro card for the home base in order for it to show videos and playback??? 

I have Arlo Pro2 cameras and never had to go this extensive set up. 

[jguerdat]

These new cameras require a subscription for cloud recordings but also come with a trial subscription to get you started. Of course, that depends on where you are since only select countries can get a sub. 

https://kb.arlo.com/000062249/Where-is-Arlo-Secure-available

If no sub is available, you can set up local recordings in your base but be aware that only the new SmartHubs (VMB4540 and 5000) support direct viewing of those videos. Also, of the older base stations, only the VMB4000 and 4500 base stations can record videos but you'd need to eject the drive to view recordings on a computer. What base do you have?

[GraceeD]

Have base 5000. Light  the base is blue. Cameras detect motion, but again no videos are shown in the app. Purchased new system TODAY. Trial is a month. However, still not working. Can someone call and provide phone support????

[StephenB]

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@GraceeD wrote:

I recently purchased a new ultra 2 system. After connecting all devices, I do not see video within the app.

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Are the cameras armed?

Have you tried making a manual recording while live streaming?  Touch the video, and you will see a "target" icon that starts the recording.

[GraceeD]

No option to record. please see attachment 

 

[StephenB]

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@GraceeD wrote:

No option to record. please see attachment 

 

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You can't record until the camera is livestreaming.  Do you see the recording icon after you press play?

[GraceeD]

No!!! there are no options no recording option, ONLY play option. I am in livestream according to my settings. I sent an attachment. This indicates 

my ONLY options and what I see.

Can someone from customer service call me because this process is not working. This is not the first set of Arlo cameras that I’ve purchased. However, I’m definitely thinking about moving on to a different brand if I can’t get assistance via a human. 

[StephenB]

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@GraceeD wrote:

No!!! there are no options no recording option, ONLY play option. I am in livestream according to my settings. I sent an attachment. This indicates  my ONLY options and what I see.

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Does it livestream when you press play?

If you enabled 4K livestreaming in the video settings, you need to turn that back off in order to see the recording controls.

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@GraceeD wrote:

Can someone from customer service call me

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This is a user-to-user forum, and I don't work for them.  If you have a subscription (paid or trial), then you can get phone support in the app (not my.arlo.com).

[BrookeN]

I have reached out to support regarding the videos not being seen within the app. Support will be reaching out to you as soon as possible.