Arlo|Smart Home Security|Wireless HD Security Cameras|NETGEAR
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Guide

Re: Camera recording but no video on portal - New thread


@pjama wrote:

Update: I've had 2 full days since I changed things and it DOES appear mode related. Two days probably isn't enough but I'm updating hoping others could chime in.

 


Sigh... It looks like I spoke too soon. This afternoon, my wife passed three cameras, B, D then C. All three recorded videos that are on the SDCard but only that from C in the portal/cloud/library. The mode was Schedule with Armed as active.

 

 

Model: VMS5440 | Arlo Ultra 4 Camera Kit
Message 26 of 41
Apprentice

Re: Camera recording but no video on portal - New thread

Still happening... I have a thumbnail showing on the website this morning on one of my cameras, but the Video Library shows zero recordings for today.

 

Will there ever be a point when we can view our videos directly from our SD cards without having to remove them?

Message 27 of 41
Guide

Re: Camera recording but no video on portal - New thread

@Kammfam Thanks, keep it coming. I had another chat to Arlo support again and I'm not sure the message has gotten through about this problem yet. I've asked for it to be escalated and am currently awaiting a call back.

 

For the record, it happened again last night, even after, suspecting I should be getting more alerts, I changed my mode directly to alarmed and rebooted the base station.

 

I'm also finding the new android app is not sending alerts when it should. I've got all smart alerts on but last night, arlo videod a cat walking past, uploaded it to the cloud but I did not get an alert.... sigh. I don't want to make this part of this thread, just pointing it out that it complicates things.

Model: VMS5440 | Arlo Ultra 4 Camera Kit
Message 28 of 41
Guide

Re: Camera recording but no video on portal - New thread

Update: I've just had chat number 4 with Arlo support. This is reeallly slow progress. My case is being looked into by a higher level but thre's no indication of how high or by who.

 

I know this problem is still happening but I don't have specifics because I've stopped looking.

 

IMHO this is a bug. There seems to not be enough persistence or resilience to upload videos. Possibly internetwork latency or server availability/proximity although I have sneaking suspicion AWS servers have been located in my region recently. If so, well done Arlo Smiley Happy

Model: VMS5440 | Arlo Ultra 4 Camera Kit
Message 29 of 41
Apprentice

Re: Camera recording but no video on portal - New thread

I have more recently noticed this same issue and just posted about it in another thread not knowing this one existed.

I’ve frequently seen where I can see my camera recording in the app after being triggered by motion - only to find a few minutes later that there’s is no recording on the cloud.

I have a mix of 2 Ultra and 5 Pro 2’s - I’ve only noticed it on the Ultra cameras so far but will continue to test and report back to this thread. Today I am totally resetting my system.... removing all cameras, lights, base stations, etc and adding them all back after a full hard reset. I want to eliminate any issues there and start fresh for my testing.

@JamesC this is what I just mentioned in the other thread if you don’t mind to get this on the docket to review and resolve with the Arlo team!

Model: VMS5240 | Arlo Ultra 2 Camera Kit
Message 30 of 41
Guru

Re: Camera recording but no video on portal - New thread


@Mjbeuke wrote:

I have a mix of 2 Ultra and 5 Pro 2’s

Do you have two base stations?  There is a limit of 5 simultaneous streams for each base. 

Message 31 of 41
Apprentice

Re: Camera recording but no video on portal - New thread

Yep, mine is only my Ultras as well. I've never noticed it happening on my Pro2 cameras.

 

And StephenB- where did you get that information about only 5 cameras per base station? I have 5 Ultras and 3 Pro2's on my current base station, and they work fine.

Message 32 of 41
Apprentice

Re: Camera recording but no video on portal - New thread

Stephen- I just found what you're talking about. The 5 camera limit has to do with live streaming, not how many cameras you can have connected to each base.

Message 33 of 41
Guru

Re: Camera recording but no video on portal - New thread


@Kammfam wrote:

Stephen- I just found what you're talking about. The 5 camera limit has to do with live streaming, not how many cameras you can have connected to each base.


It is about streaming, not the camera count.  But it's not just about live streaming.  Recording counts too (as would CVR).  So if you have multiple cameras triggering at the same time, you can hit the limit.

 

Also, it wouldn't surprise me if you end up hitting that limit with < 5 streams in some cases (which would be a bug of course).  So if you have another base, you might try firing it up and shifting some cameras to it.

Message 34 of 41
Apprentice

Re: Camera recording but no video on portal - New thread



It is about streaming, not the camera count.  But it's not just about live streaming.  Recording counts too (as would CVR).  So if you have multiple cameras triggering at the same time, you can hit the limit.

But how is that related to the problem in this thread? The cameras ARE recording, but only to the SD card. They just aren't showing up on the web portal, or the portal will just show a thumbnail but no video.

Message 35 of 41
Apprentice

Re: Camera recording but no video on portal - New thread

Yes I have a Base Station (VMB4000) and a SmartHub (VMB5000) - I’m not currently using the base station due to the fact that it’s been plagued with horrendous firmware since May this year.... although I just heard an update was released that is supposed to fix many of the glaring issues with that base. I haven’t tried it yet but am tempted to do so.

As to Stephen’s point - I get that you can only have 5 live streams per base at once. I’m rarely streaming any more than 1-2 cameras at a time so that’s a non-issue for me. However I was not aware that if more than 5 were trying to record at once that it would hit a limit.... to my knowledge that’s never happened - and I’m inclined to think that wouldn’t happen unless someone has had a bonified experience or convo with Arlo explaining that is indeed the case.

Either way it’s a non issue and I don’t believe it to be the root cause of the issues with recordings not showing up in the Cloud server.
Message 36 of 41
Guru

Re: Camera recording but no video on portal - New thread


@Mjbeuke wrote:
However I was not aware that if more than 5 were trying to record at once that it would hit a limit.... to my knowledge that’s never happened

Of course if can happen for some camera positionings, and it can also happen if the rules use extensive cross-triggering.

Message 37 of 41
Guru

Re: Camera recording but no video on portal - New thread


@Kammfam wrote:


It is about streaming, not the camera count.  But it's not just about live streaming.  Recording counts too (as would CVR).  So if you have multiple cameras triggering at the same time, you can hit the limit.

But how is that related to the problem in this thread? The cameras ARE recording, but only to the SD card. They just aren't showing up on the web portal, or the portal will just show a thumbnail but no video.


The limit is a base station limitation.  It's possible it is only up the base->cloud uplink - in which case the SD card might well include the recordings.  After all, the SD often does include recordings that are missing or corrupted in the cloud archive.

 

In any event, since there were more than 5 cameras connected to the base I thought it was worth exploring the possibility that there were just too many simulateous streams going to the cloud.

Message 38 of 41
Apprentice

Re: Camera recording but no video on portal - New thread

I suppose that might be an issue for some people, but it's certainly not for me. I never have more than 2 cameras being triggered at the same time. And my main camera that gets most activity is the one I'm constantly missing videos from, and that one usually is triggered by itself.

Message 39 of 41
Guide

Re: Camera recording but no video on portal - New thread



The limit is a base station limitation.  It's possible it is only up the base->cloud uplink - in which case the SD card might well include the recordings.  After all, the SD often does include recordings that are missing or corrupted in the cloud archive.

 

In any event, since there were more than 5 cameras connected to the base I thought it was worth exploring the possibility that there were just too many simulateous streams going to the cloud.


It's *possible* I suppose, but in my case I've got videos on the SDCard that aren't on the cloud for instances where only one camera should have caught the activity. I also have instances where multiple cameras should have caught activity but usually in possession as the action moves from one camera to another. I only have 4 cameras in total connected to the Ultra base station.

 

As an update to the case, I'm still waiting patiently for Arlo Support to get back to me with any advice or suggestions.

Model: VMS5440 | Arlo Ultra 4 Camera Kit
Message 40 of 41
Aspirant

Re: Camera recording but no video on portal - New thread

Just chiming in on this thread to say I have this problem too.  Lots of videos on the SD card on the base station, but only a few visible in the app library.  I've only had the system for a couple of days and everything is on the latest firmware. 

 

I am using a geofenced mode, where 'away' is the standard armed profile, and 'home' is a custom one which is the same as armed, but doesn't send notifications. 

 

I will observe it for a few more days and then put in a report to Arlo, though based on others' experience in this thread I am dreading the time wasted in calling customer support...

Model: VMS5240 | Arlo Ultra 2 Camera Kit
Message 41 of 41