Ultra (3rd Gen) – Local Storage not visible via smartphone or computer.

[TaSS5257]

The Netgear Arlo EOL agent that pressured us to purchase new equipment assured us that the new cameras would work the same (and better) than our old Arlo security cameras.  The new Ultra (3rd Gen) cameras and new Hubs do not allow you to view video recordings on your smart phone or computer.  Arlo has been working on this issue for 5 months and they informed us that others are facing this same issue.  Anyone else having issues viewing video clips via local storage using these new cameras?  Was the issue resolved for you?

[StephenB]

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@TaSS5257 wrote:

The Netgear Arlo EOL agent that pressured us to purchase new equipment assured us that the new cameras would work the same (and better) than our old Arlo security cameras.  The new Ultra (3rd Gen) cameras and new Hubs do not allow you to view video recordings on your smart phone or computer. 

Anyone else having issues viewing video clips via local storage using these new cameras?  Was the issue resolved for you?

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Actually you can see local storage in the app (but not the computer).  But only if you are using a VMB4540 or VMB5000 smarthub.  

You need to add storage (microSD card to the VMB5000, flash drive for the VMB4540).  I suggest something in the 128 MB to 512 MB range.  You don't need more than that.

Then you'd set up the storage - the guide here has some steps:

• https://kb.arlo.com/000062818/How-do-I-set-up-local-storage-backups-using-my-Arlo-SmartHub-or-Base-S...

If you want to see the recordings when you are away from home, you'll need to either forward ports in your router to the smarthub, or set up a VPN server in your router.  Some ISPs don't support port forwarding (or charge more for it).  So look into that as well.

[TaSS5257]

New Case ID 42556060 – Old Case #45501631

Arlo Cameras – Local Storage not visible via smartphone or computer.

Hardware Support, case #45488181

The new camera setup includes the Ultra SmartHub (VMB5000) and high-speed micro-SD card.  The steps in the referenced article were followed during the initial setup.  The only way to view the video clips is to remove the micro-SD card and view the clips on the computer.  Attempting to view the clips via phone only starts a live feed and NOT the recording. 

[StephenB]

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@TaSS5257 wrote:

The new camera setup includes the Ultra SmartHub (VMB5000) and high-speed micro-SD card.  The steps in the referenced article were followed during the initial setup.  The only way to view the video clips is to remove the micro-SD card and view the clips on the computer.  Attempting to view the clips via phone only starts a live feed and NOT the recording. 

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Just wanting to clarify this - 

When you go to the feed and and then select local, you should then see a list of clips with gray thumbnails.  If you press on a clip, then it should download to your phone and then play back.

Have you tried this method, or are you just selecting the video from the motion notification?

Note you won't see recordings in my.arlo.com - that is as designed, so not a bug they will fix (though I personally wish they would).