Videos Not Available on Base Station

[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]

Thank you for the feedback, the development team is investing these reports and I will be updating the thread with more information as soon as I receive it. 

[StephenB]

There's a bug with port forwarding in the current iOS app.  So you won't be able to see recordings remotely using port forwarding until that is fixed.

If your router includes a VPN server, you could switch to that.  

Although it would cost, you could also get a subscription until Arlo fixes the problem.

[StephenB]

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@clangjr wrote:

Log into your router and change the port forwarding settings to allow the following:

TCP/UDP port 80

TCP/UDP port 443

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This is almost never needed, and it is not good to forward these ports when it's not.

I recommend removing these two forwarding rules as a test. They aren't related to remote access, so if you can livestream the cameras w/o them, then you should keep them removed. 

[robbyj]

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@StephenB wrote:

Is this happening even when the iPhone is connected to your home wifi?

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Yes, this is happening even when my iPhone is connected to my home wifi.

[Flemmingpe]

Thanks 👍😊

[jnat]

Having the same problem - not able to access base station remotely, after previously being able to do so. Have tried disabling and reenabling port forwarding, and mapping the new ports in my router, along with restarting everything.

Really hoping that a fix for this is coming soon - this feature is the only reason I chose Arlo!

[gbweir]

Just checked the USB on the base station and noticed that the cameras are recording to the it and can be viewed on a computer/laptop, but not showing in the library on the app.

Someone else in this feed also mention about recording to the USB. and nothing else.

[5572020]

As of 27- Jun-2024 I can no longer see recorded videos in my library.  Alerts still come in and the videos are locally recorded but the Arlo app cannot see them in the library.  Software is 4.15_28681 cameras are pro3 (hardware H9) with firmware 1.060.13.0_23_19c4503, smart hub VMB4540r2 with firmware 1.24.0.1_1528_8938370.  These have been working properly for years.  As of the date noted when accessing the library an error message is displayed stating "There was an error obtaining your library. Arlo team is working on this issue." with a button to "Try Again".  Is there a known cause/solution?  Is anyone else experiencing the same issue?

[Dogman1]

I'm having the same issue from about a week ago.  I have the VMB4540r2 base station and have port forwarding enabled.  My router settings are correct and it has worked for months.  I can access the videos only when I'm on my network, which doesn't help me when I'm away from my house.  I am running the latest version of the app V4.14.6 (7472), released 6/20/2024.  The issue probably started with that release though I wasn't away until 6/22 which is when I would have noticed it.

[robbyj]

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@robbyj wrote:

Summary: Devices > Smart Hub > Storage Settings is blank and shows no recordings.

Context: I have been using local storage recordings for over a year with two Arlo Pro 4 cameras and my VMB4540 SmartHub. As of a few days ago I am no longer able to see any local recordings from the Arlo Secure app. My Arlo Pro 4 cameras are still sending recordings to the VMB4540 SmartHub and I am still receiving motion alerts to my phone. I am only able to view the recordings by ejecting the USB drive from the VMB4540 SmartHub and viewing from a computer. 

What I have tried:

1. Restarting the SmartHub
2. Restarting the Cameras
3. Formatting the USB drive
4. Replacing the USB drive
5. Reinstalling the Arlo Secure App
6. Checking for firmware updates 

Device Information:
SmartHub Firmware: 1.24.0.1_1528_8938370

Pro 4 Firmware: 1.080.20.1_23_d50a19d

Phone: Iphone 13
App version: 4.14.6 (7472)

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A staff member merged my thread into this. my problem has nothing to do with port forwarding. My problem occurs regardless if I am on my home network or not. To summarize again, my VMB4540 SmartHub stopped showing recordings within the 'storage settings' tab. Please advise

[StephenB]

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@robbyj wrote:

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@robbyj wrote:

Summary: Devices > Smart Hub > Storage Settings is blank and shows no recordings.

Context: I have been using local storage recordings for over a year with two Arlo Pro 4 cameras and my VMB4540 SmartHub. As of a few days ago I am no longer able to see any local recordings from the Arlo Secure app. My Arlo Pro 4 cameras are still sending recordings to the VMB4540 SmartHub and I am still receiving motion alerts to my phone. I am only able to view the recordings by ejecting the USB drive from the VMB4540 SmartHub and viewing from a computer. 

What I have tried:

1. Restarting the SmartHub
2. Restarting the Cameras
3. Formatting the USB drive
4. Replacing the USB drive
5. Reinstalling the Arlo Secure App
6. Checking for firmware updates 

Device Information:
SmartHub Firmware: 1.24.0.1_1528_8938370

Pro 4 Firmware: 1.080.20.1_23_d50a19d

Phone: Iphone 13
App version: 4.14.6 (7472)

---

A staff member merged my thread into this. my problem has nothing to do with port forwarding. My problem occurs regardless if I am on my home network or not. To summarize again, my VMB4540 SmartHub stopped showing recordings within the 'storage settings' tab. Please advise

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Although it is a PITA, you could remove everything from the account, do a paper-clip reset of the smarthub, and set everything up again.

[ms-1]

I can no longer get recordings. What do I need to set up port forwarding? Is there a manula that explains it? How do I access the manual?

Thanks

[jguerdat]

Are you referring to cloud recordings (which need a subscription) or local recordings from your hub? Are you trying to see them when at home on your WiFi or remotely?

[ms-1]

I am referring to local recordings from the hub. I want to be able to see it a home on my WiFi as well as remotely.

[StephenB]

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@ms-1 wrote:

I am referring to local recordings from the hub. I want to be able to see it a home on my WiFi as well as remotely.

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Are you seeing them when home, and just want to know how to see them remotely?

Do you have an iPhone?  Or Android?  There is a bug at the moment with iPhones - port forwarding doesn't work for them.

[ms-1]

I cannot see at home or remotely.

Inhave an iPhone 

[StephenB]

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@ms-1 wrote:

I cannot see at home or remotely.

I have an iPhone 

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Do you see "Library" in the app?

Or do you see "Dashboard" and "Feed" again?

[gbweir]

It's a software problem and Arlo need to address it.

Every thing was find until version 4.14 was released

[gmomartin]

I’ve been having the same issue described on the title and have not found a solution yet, it’s particularly upsetting that I’m across the world trying to figure something at my home and I can’t because this service/system/brand/app is just so unreliable it defeats the purpose of having it.

FIX THIS BUG

[Scooter90]

Arlo has zero incentive to fix this issue. They will likely magically break the Android app next. Time to start looking at competing products!

[dyran_1999]

any update? 

it’s been months and still no fix. 

[rchen119]

or subscribe Arlo's security plan, but that is what we tried to avoid.

[gbweir]

There was an software app update to version 4.15 yesterday 01/07.

I decided to start from scratch and do a factory reset on my base station and reinstall the cameras.

After a bit of trouble repairing, low and behold I have access to my library on the app with all the local storage recordings from the USB appearing going back to when the problem occurred.

Hope this helps.

[cammerz]

Do you have access even when away from the network?

[gbweir]

Yes tested it this arvo and everything appears to be working fine

[dujcym18]

Yes, exactly same issue I experienced lately. with port forwarding, I am able to access all cameras, but no able to access vids saved in Base Station.