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. 

[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

[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. 

[Fellowship]

I am not using a VPN.

[StephenB]

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@nhudon wrote:

Yes on iOS but was working fine since, I think, I updated my Arlo system to Feed instead of Library.

I don't have any other device to test if the issue is related to iOS

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Lots of iPhone users have reported this issue, so definitely a bug in the iOS app.  Not sure if it is linked to "Feed" migration or not.

If your router includes a VPN server (some do, including Netgear Orbi and Nighthawk models), then you could set that up - that does work with the current app on iOS.

[arlo4sids]

I'm trying to configure my system so I can save videos locally.

I have a Patio Floodlight Camera (hardware: FB1001AerH6) (Firmware: 1.080.29.0_34_12a6df4), a wireless doorbell w/ camera (Hardware: AVD2001Aer1.2) (Firmware: 1.8.0.0_4_4a16fed_758744c), and a SmartHub Homebase (Hardware: VMB4540r3) (Firmware: 1.24.0.1_1528_8938370).

I have a correctly formatted and installed 28Gb thumb drive inserted in the smart hub.

My Arlo app is the feed version (not the library version), so I followed the instructions at https://kb.arlo.com/000062997. 

To enable Direct Storage Access:

1. Launch the Arlo Secure App.
2. Tap Devices.
3. Select your Arlo SmartHub.
4. Tap Storage Settings.
5. Tap the Record Locally switch to the on position.
6. Tap Local Storage Settings.
7. Tap the View Recordings switch to the on position.

 All was good until step 7 .... I do not have a View Recordings switch in either the my.arlo.com interface or in the app.

I suspect this is why my system isnt recording anything (right?)

Has anyone else encountered this problem? Does anyone have any ideas / suggestions on how I can fix this?

long story short... I want to record my video footage locally.

Thanks for the help.

JS

[StephenB]

Can you post a screenshot of the local storage settings screen you see in the app?

I see this with an VMB5000 smarthub in the iOS app (Feed):

[zoopy]

Port forwarding is still not working. Still unable to access local videos… it’s been since May 31…

[RedWineHaze]

Hello,

I am trying to make sure that I can see saved videos from my VMB5000 on my iphone5G.

I opened the menu on my modem and I put in the numbers.

PROTOCOL  > both

internet IP adress > “empty”

internet port number > “numbers in my arlo app”

device > VMB5000

target IP adress > “adress shown in my arlo app”

target port number > “numbers in my arlo app” (same as the internet port nr)

I checked this on “canyouseeme.org” and it was open.

But on my arlo app it still not available.

I checked all the posts on this community website, nothing helped.

Can somebody help me please?

Thank you!

Regards,

[jguerdat]

The latest iOS app has issues with port forwarding. You can set up a router-based VPN if your router supports one. That will allow your access if you can't wait for an app update.

[StephenB]

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@jguerdat wrote:

The latest iOS app has issues with port forwarding. You can set up a router-based VPN if your router supports one. That will allow your access if you can't wait for an app update.

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@RedWineHaze :  You can of course keep your subscription, and only check the local videos when you are home.

[Hello132]

within the last few days my access to my base station (WMB5000) has suddenly stopped working when I am not on my home network. I have checked that the correct ports are open in my router and the IP address is also correct. Anyone experienced the same? Maybe it has something to do with the latest update?

All other things I have connected to my network which needs open ports works fine.

[StephenB]

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@Hello132 wrote:

within the last few days my access to my base station (WMB5000) has suddenly stopped working when I am not on my home network. I have checked that the correct ports are open in my router and the IP address is also correct. Anyone experienced the same? Maybe it has something to do with the latest update?

All other things I have connected to my network which needs open ports works fine.

---

This is a known issue with iPhones/iPads (but should be working on Android).

If you can switch to a home VPN, then that will work.  Some routers have that service built in (for example Netgear Nighthawk and Orbi routers)

[kamranbaig]

I've been told by Arlo technical team that there is a problem with their system that's why I can't get access to port forwarding with Arlo Ultra Hub.

They opened a case three days ago and since than I am waiting for the solution of this problem.

[Groundhog2]

having the same issue with one of the cameras not recording back to the app. have tried the same things re installing and reinstalling and no luck.  Is there an update on this arlo

[Gabriel1940]

For a few weeks now I have been unable to access the videos I have stored locally from outside my network. This started happening since I update the iOS App. It is not a port forwarding issue as it was working correctly until that update. Also, I check that the ports are open and they are, although the verification that the App performs continues to say that they are not.

Additionally, I have two smarthubs (VMB5000r6) installed and in the app and one allows me the restart option while the other does not. This works fine using the web version to restart both

[jguerdat]

The port forwarding issue apparently will need to be fixed by an app update. If your router supports a VPN connection, you can use that instead.

I haven't heard of the restart option missing. Have you power cycled the hub? I suppose it could also be an app issue.

[JohnnyPHM]

I am waiting for the app update to fix this problem, too!!!! 

[LAMLIK]

It seems the port forwarding issue again after firmware/app update. Arlo Team please do something about it. 

[elfoo]

For some years now I have 4 Arlo cameras and a hub. No subscription, hard drive to the hub, and I could look up all the stored vids from the app. I just realized that with the new app I can no longer view those vids from the app, is that correct?

If so - extremely disappointing and I need to warn the people that I suggested Arlo to.

[StephenB]

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@elfoo wrote:

I just realized that with the new app I can no longer view those vids from the app, is that correct?

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No, it's not correct.

The vids are in a different place:

1. go to the devices page
2. select the base
3. go into storage settings

and you should see them.

There is currently an issue with port forwarding not working with the iOS app (though it does work with Android).  But remote access on the iPhone/iPad will work if you can use a home VPN instead.

[steve_straus]

The USB drive is 32gb and yes, they are recording to the drive which I can see when I eject it and plug into my PC. 

It seems to be an app issue that I can't see anything on my phone. When I refresh the Storage Settings page, I can see the refresh spinning icon but nothing ever appears for review:

 

I'm getting notifications, the clips are being stored on my USB drive, but nothing appears in the App. 

[jguerdat]

What phone and OS version? Have you tried rebooting the phone and reinstalling the app? Does rebooting the hub make a difference? Are you using a VPN?

[Rainstorm123]

Port forwarding seems to have stopped working all of the sudden. I've confirmed externally the port is open externally and being forwarded to the Alro Smarthub. We're unable to view recording remotely.

Firmware 1.24.0.1_1528_8938370

Hardware VMB4540R2

[StephenB]

This is an issue with the iOS app.  It works with Android.

If you can set up a home VPN, that will provide remote access.

[Pauld33]

Downloaded the new 4.14.6 update today but still not working! Come on Arlo it has been almost a month now!

[CarribeanPirate]

I just got off of a very lengthy chat with an Arlo support technician and it was clear that they will not admit that the issue is with the new app that was pushed in early June. It looks like they are not planning on correcting this issue. It may be time to look for solutions other than Arlo at this point, unless of course you want to pay for their monthly subscription service!

[Orochi]

Hello Stephen,

I am also having this issue with port forwarding suddenly not working. When you say "this is a known issue" does that mean the team are working on a fix?