no access to cloud recordings after app upgraded to 3.6.5

[MarkCal]

Cams connected to smart hub, doorbell connected to home wifi. Everything working fine for months.

Suddenly, today cannot access any  historical cloud recordings. All 3 devices are still showing in subscription plan under Arlo secure plus.

Getting push notifications (eg motion detected) on the mobile app, but there is nothing in the library.

Notice App was upgraded to 3.6.5 yesterday (coincidence?).

Have reset devices, removed and reinstalled devices, reset smart hub and wifi router.

[ShayneS]

Did your Arlo secure plan expire? 

[MarkCal]

Hi Shayne,

No, It was renewed a few months ago and and all 3 devices are still showing in subscription plan under Arlo secure plus.

[ShayneS]

Are the cameras listed under the Active list for Arlo Secure in your settings? Settings > Arlo Secure (Smart Notifications) > Active List.

[MarkCal]

Yes, all 3 devices are under "active cameras"

[ShayneS]

Do the recordings appear on the web portal at Myarlo.com?

Do you have activity zones setup for the cameras?

[MarkCal]

No, no access to cloud storage on the myArlo.com app either.

I have activity zones set up on the cameras.

Interestingly, I did have activity zones set up on the doorbell too, however I cannot see these anymore and the "activity zone" option has disappeared from the device settings menu for the doorbell.

[ShayneS]

Do you have a screenshot of your plan details under Settings > Account > Subscription?

[MarkCal]

[ShayneS]

All your devices recordings are not showing in the library correct?

[MarkCal]

The 2 cameras are recording to the SD card in the Base Station (but not the cloud).

The doorbell is connected to my home wifi so is not recording anywhere. The person handling the support ticket suggested I connect the doorbell to the base station which did nothing. At least with it connected to the wifi I get a push notification of detected movement (I don't get anything with it connected to the base station).

[pjama]

I'm WAS getting something similar yesterday using my shared to account where there were no videos in the cloud library. I logged out and back in as the primary account (ie not my shared to account) and they were there. Back to shared to account and they were all missing ie nothing, no videos. No amount of logging in/out or killing the app seemed to fix it. This morning it's all good again. Not sure what was going on there but I blame cloud (old man yells at cloud).

[ShayneS]

Hi @pjama

That was an issue we had that was resolved this morning. 

[dumdi_san]

i got exactly the same situation for a couple of days now - is there any way from the client side to fix this or do i have to wait until someone on the server side does anything? 

[ShayneS]

@dumdi_san

You have an Arlo  Secure single camera plan, so only one device at a time will allow for cloud storage/recordings. Do you have the desired camera selected as active under Settings > Subscription > Manage cameras?