New app won’t let me view local saved videos on hub

[maharrm]

I recently started to experience the error, “Videos stored on Base Station are not available. Please check connection settings.” when trying to access locally stored videos in the Library (I have a VMB5000r5 base station recording to a microSD card). 

I have previously been able to access videos with Port Forwarding enabled and also without Port Forwarding when connected to my home network. 

I have again disabled Port Forwarding and am connected on my home network, but still receive the same error.

i can see from the storage setting info that my microSD card appears to be saving videos as the amount of space used is increasing.

Anyone else experiencing this error recently? Thanks. 

[ShayneS]

If you are still experiencing this symptom, please make sure that the forwarded ports have been setup on the router.

To check if the forwarded ports from the app are open, you can utilize the below port checkers:

https://portchecker.co
https://www.yougetsignal.com/tools/open-ports/
https://canyouseeme.org/

If the ports are still closed, the router's firewall or ISP can still be blocking the ports. Please reach out to your ISP or router manufacturer for further assistance. 

[vtmad]

No, my problem is solved. I had already updated to 5.01 but that did not solve things. I then did an IOS update and that took care of the problem.

[ShayneS]

The development team is working on the fix for the issue with the remote access. I will provide another update as soon as I have more information related to the release. 

Thank you for your patience

[DeviDarkL]

PRO4. I am located in Portugal, European Union. It was working fine until Friday. It still does not work, just tested it.

[jguerdat]

So it's an issue not just in the US or EU. I don't have a Pro 4 but my Pro 3, Pro 5 and Pro 3 floodlight continue to work properly. Try removing one camera and add it back as a test - any improvement?

[JasonKing]

I've actually removed all of my cameras (except the doorbell which continues to work) and readded the Pro4's multiple times. It's really weird because locally the camera acts normal. It passes the movement tests, I can connect to it live and record manually. The spotlights on both Pro4's turn on at night when there's motion. They just won't record automatically when there is motion, nor does the one setup to record hourly via IFTT do so, other than three widely separated instances on Sunday. All I am getting from support is to repeatedly remove and readd the cameras and they keep telling me that the cameras show as offline from their end, while I am actively watching a live feed. I'm just about done with Arlo.

[DeviDarkL]

I am having the exact same problem. Readding cameras does not solve the problem. I also noticed that push notifications from Arlo App on iOS stopped working as well. While trying to login with a new PC it asked me a code that was sent to my phone by push. I did not received it... So, it's clearly an Arlo problem...

[JasonKing]

Good luck to you. I hope you are able to get your security system working again. As for me, I've given up on Arlo being able to fix this issue and have decided to move on to a different platform. Customer service just keeps having me do the same thing over and over again, asking the same questions with no regard for my time. I recommend to anyone considering using Arlo products to reconsider as they are not as reliable as one would expect. 

[jguerdat]

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@JasonKing wrote:

nor does the one setup to record hourly via IFTT do so, other than three widely separated instances on Sunday..

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Try removing Arlo from IFTTT (I've never used that so don't know the right words) to see if that makes a difference. Other folks over time have found the interaction with a 3rd party automation has caused issues. Whether reconnecting the system to that automation then works I have no idea.

[zoopy]

Same thing happening here. VMB4540r3 and Arlo Pro 4s seem to be just restarting all the time. No recordings, no notifications. Tried doing a turning off and On trick with the base station however still experiencing disconnection issues. Maybe this is server side?

[eneny]

How annoying...after updating to version 4.14 (iOS)I can no longer access my videos on my Ultra Hub from outside my local wifi, no connection through firewall, ...But strangely there is no problem accessing with another device that is not yet updated and is on version 4.13 (iOS and Android)

[StephenB]

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@eneny wrote:

How annoying...after updating to version 4.14 (iOS)I can no longer access my videos on my Ultra Hub from outside my local wifi, no connection through firewall,

Do you mean access to local storage?

Are you using a VPN?  Or are you using port forwarding?

[emeraldnutmeg]

Is there a work-a-round to re-establish recording to local storage on external thumb drive?  I don’t see any recordings for local storage via the website on desktop platform since updating the software app.  Don’t want to pay for subscriptions hence the local storage was why I purchased the product in the first place.  

[CRHunter]

I just discovered I’m having the same problem to this. I’m not sure what cuts me more the fact that I got robbed on the weekend or the fact that when I took a look at my local storage there was nothing recorded. I reformatted my drive to fad32 as at first I couldn’t see the drive and that did fix that problem, but a camera that doesn’t record is good for nothing so please help me get my system up and running or I’ve just sunk all this money into Arlo for no reason.

[zoopy]

I just started getting this yesterday. same issue on the VMB4540r3.. all ports in my router are matching the ports in the app.. no idea why it stopped working. I'm unable to look at my videos too outside of being on my own wifi network.

[Retired_Member]

The same thing is happening for me. No local videos. I have to pay to get it to work, not ok

[CRHunter]

Hi nick to try and solve your frustration as I’ve just gone through hours of it I have now just solved my own issue myself before tech support could point me in the right direction. This is the process we I had to go through and how I have solved it. Naturally I got the cameras with no monthly membership on my mind. I was told there would be a free 7 day cloud. Turns out that perk was yanked years ago however no one told Harvey Norman. So you will need a smart hub and storage for it which I had to go grab after my cameras extra cost but still heading in the right direction and far cheaper then a membership. What you have to do is before you connect your smart hub remove all cameras and devices from your app. Then add smart hub device first, connect Ethernet cable then power, have storage connected already and make sure storage is formatted to fad32 my new storage  was set to exfad32(Harvey Norman techs helped me there as I am non tech savvy, but simply done now I have been shown.) Once hub is found on your app it will ask you to connect more devices to it this is when you re-sync your cameras, I used the use smart hum to sync cameras,( not so smart hub couldn’t find my two cameras) so I just synced the good old fashion way by pulling the camera from its housing and pressing the sync button. That worked and I repeated on the other camera. When these cameras are synced go into each camera go to the gear in the top right corner of the app, then the video setting and toggle the local 2k live streaming toggle, repeat on all cameras. From here all our issues are over, and the people that helped them selves to a few items the night before like they did in my case will now be caught on camera. To view your footage via direct storage access you go now to your smart hub under the devices tab should have paired devices now in with it, storage settings list and there should be your recordings clear as day, dragging down in the storage settings refreshes the recordings. So my cameras are the pro5s and I have no real idea if the process is similar for any other cameras, I would like to think it would be the same. I really hope this helps you and any others who find them selves going from cloud storage to local storage like I did. I feel like if I had gone the other way there would be no confusion just a process to fullfill. In summery remove all and repeat the set up process hub first then cameras, all the best and I have it all works out.

[StephenB]

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@emeraldnutmeg wrote:

I don’t see any recordings for local storage via the website on desktop platform since updating the software app. 

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You were never able to see locally stored recordings on the PC, they are only available in the app.  So this is not linked to your software update.

What model cameras do you own, and what is the model of your hub?

[BrookeN]

Are you now seeing consistent recordings?

[zoopy]

Negative. The port forwarding is now unavailable.. it just have tried multiple resets and gave it a static IP/port and configured router but port forwarding is Not Available

[zoopy]

I agree. that makes sense now.. i'm on iOS as well and the update broke the Port forwarding.. I was wondering what it was and it wasn't my router settings or the app settings. 

Mods please update app to fix local storage viewing...

[StephenB]

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@zoopy wrote:

Negative. The port forwarding is now unavailable.. it just have tried multiple resets and gave it a static IP/port and configured router but port forwarding is Not Available

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Does https://canyouseeme.org/ show the port as open?

[jguerdat]

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@zoopy wrote:

Mods please update app to fix local storage viewing...

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Or contact Apple for a fix.

[zoopy]

Wow, coming from a superuser "guru" shows me how arlo community likes dealing with their customers. Good job sir.

[zoopy]

Yes the port is open.

[cammerz]

Spoiler

I have a pro 3 floodlight connected to the hub where I save recordings in my library to a micro SD card, and have the app set up to allow me to view the recorded clips anywhere unconnected to my wifi connection. The new app now won’t let me view these recordings and tells me I have “found a premium feature” why can’t I view locally saved recordings like before?

[StephenB]

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@cammerz wrote:
I have a pro 3 floodlight connected to the hub where I save recordings in my library to a micro SD card, and have the app set up to allow me to view the recorded clips anywhere unconnected to my wifi connection. The new app now won’t let me view these recordings and tells me I have “found a premium feature” why can’t I view locally saved recordings like before?

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Have you tried

1. navigating to devices
2. selecting the smarthub
3. selecting "Storage Settings"

That is where they are supposed to be with the "Feed" interface.

[cammerz]

Yep, found it there. Weird to put it there though, why not just under feed?