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]

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

[maharrm]

I updated the Arlo iOS app to 5.0.1 and then 5.0.2 but it did not fix the problem and I still could not access videos on the base station when connected to the local network or using Port Forwarding. I then deleted my base station from the Arlo app (which also deleted the cameras and modes/schedule settings). I added the base station back into the Arlo iOS app and I could then access recorded videos. I then had to add each camera back and add the modes/schedules. Problem is now resolved.

[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. 

[Merak]

Problem resolved. 

Thanks.

[gbweir]

I wouldn't say it is solved. Definately better.

Still get error message, however, when click on cancel it takes 2-3 minutes to populate to app with up to dated videos from the base station.

Big improvement on what we were getting, which was nothing.

[ShayneS]

@gbweir 

Do you have those ports open, have you reached out to your ISP regarding this?

Thanks 

[gbweir]

Before this happened I didn't have to use port forwarding, could just access all videos outside the LAN.

In the last two weeks have started using port forwarding. It is working to some degree and can access videos outside the LAN, however, still get  the error message "videos stored on base station not available".

There is also a considerable time lapse before the videos are loaded on the app.

According to the app the port I'm using is open. I have not contacted my ISP provider.

[Cwurfel]

Finally managed to get it to work.
I contacted my ISP and got a public IP. 

I also corrected my port forwarding settings in my ASUS router. I thought I was obligated to enter a source IP in the settings but it should obviously be left blank. Anyway now everything seems to work!

[StephenB]

---

@Cwurfel wrote:

I contacted my ISP and got a public IP. 

I also corrected my port forwarding settings in my ASUS router. I thought I was obligated to enter a source IP in the settings but it should obviously be left blank. Anyway now everything seems to work!

---

Likely the wrong port forwarding setting was the real problem.

If you haven't reserved the (local) IP address for your base station, then I recommend that you do that.  Otherwise, the local IP address might change (and break your forwarding setting).

[TotoyLaki]

After updating to version 5.0, I was able to turn on port forwarding and play all videos (including the latest while I’m away from home wi-fi) that were recorded on my smart hub remotely.  
Thanks for reaching out.