Videos stored on Smarthub are not available

[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. 

[gbweir]

There was an app update to Version 4.14.5 today

Did not fix the problem.

[christerlind]

I have the same problem after the latest update  Worked perfect before the update and yes I have the liberary set for the smart hub 

[cammerz]

How’s that done?

I have view recordings enabled

Port forwarding enabled

Record locally enabled

The ports are open I’ve checked them, the status just says not available. I’ve also tried setting the ports up again. Seemingly, like everyone else is experiencing it’s with the new app

[oneyellowlab]

Hi,

I have an update on this issue.  The interesting thing is that the port forwarding failing is specific to my iPhone model.  We have one Arlo account that we both log into. On my iPhone 11 running IOS 17.5.1 the port forwarding stopped working.  My husband has an iPhone Xr running IOS 17.5.1 and his port forwarding works.  I spent over an hour on the phone with Arlo tech support and they were trying to say it was my Internet service provider's port forwarding that was failing but I could prove that it worked because we I could show that on one phone it worked while on the other phone it didn't.  They are looking into the issue and hopefully they will get it fixed.  If anyone else is having port forwarding issues and using a different iPhone model than the 11 you will want to call in and try and get them to trouble shoot the issue as they don't seem to think they have a problem.  

[StephenB]

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@cammerz wrote:

I have view recordings enabled

Port forwarding enabled

Record locally enabled

The ports are open I’ve checked them, the status just says not available. I’ve also tried setting the ports up again. Seemingly, like everyone else is experiencing it’s with the new app

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Can you access the local recordings when the phone is connected to your home wifi?

[cammerz]

Yep, it’s just when I’m off the wifi I can’t access them. It says port forwarding status not available, even though I have everything enabled and have checked the ports are open

[StephenB]

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@cammerz wrote:

Yep, it’s just when I’m off the wifi I can’t access them. It says port forwarding status not available, even though I have everything enabled and have checked the ports are open

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Several folks have reported that with their iPhones - I haven't seen any solution for port forwarding.  But if your router has a VPN server (many high-end routers do), then you can use that.

[cammerz]

Unfortunately I don’t think mine will but I’ll have a look. Wish I just went with a different brand after the amount of trouble I’ve had with Arlo

[bradu2]

I also have done some tests today, and on iOS 17.5.1, installed on iPhone 14 Pro and iPhone 15, ports are seen as closed. 
Then I took a tablet with Android and… ports are open! So it’s definitely a bug on the iOS version. Arlo team, do you read us?

[maharrm]

I logged into my Arlo dashboard from a Mac OS with Safari and Chrome browsers but could not access recordings stored on the base station even though I was connected on the same network.

I also tried a computer with Windows 10 and used the Chrome browser but also could not access the recordings stored on the base station.

I believe this issue affects more than the Arlo iOS app and is likely due to an update on the Arlo base station since Windows and Mac OS installations could not access local recordings stored on the base station, same as the iOS app.

[StephenB]

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@maharrm wrote:

I logged into my Arlo dashboard from a Mac OS with Safari and Chrome browsers but could not access recordings stored on the base station even though I was connected on the same network.

I also tried a computer with Windows 10 and used the Chrome browser but also could not access the recordings stored on the base station.

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This part is normal (by design).  Local recordings are not available on my.arlo.com, you can only download them and play them back via the app.  

So this doesn't help in characterizing the problem.

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[StephenB]

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@bradu2 wrote:

I also have done some tests today, and on iOS 17.5.1, installed on iPhone 14 Pro and iPhone 15, ports are seen as closed. 
Then I took a tablet with Android and… ports are open! So it’s definitely a bug on the iOS version. 

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Agreed.  Whether the ports are open or not depends on your router settings and your internet service provider.  

Since people can remotely access the recordings with Android, it clearly is an iOS/app issue.  

Note if you can deploy a home VPN, that will work on iOS.  Many high end routers have this feature - for example, Netgear Orbi and Nighthawk models have openVPN built in.

[StephenB]

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@oneyellowlab wrote:

On my iPhone 11 running IOS 17.5.1 the port forwarding stopped working.  My husband has an iPhone Xr running IOS 17.5.1 and his port forwarding works. 

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That is surprising, as this is the first report I've seen here saying that port forwarding is working on their iPhone.

Is it possible he was accidentally connected to your home wifi when he ran this test? 

[christerlind]

All APP settings are ok. I have an iPad with an older version of the APP 4.12 (7365) with the same settings and it works on that with internet charing from my cell phone

[StephenB]

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@christerlind wrote:

All APP settings are ok. I have an iPad with an older version of the APP 4.12 (7365) with the same settings and it works on that with internet sharing from my cell phone

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Can you access the local recordings on the cell phone when you are home (connected to your home wifi)?

What version of iOS is the iPad running? 

[christerlind]

Yes it works on my home wifi also  iPad is running IOS 17.4.1  and my iPhone 12 have IOS 17.5

[StephenB]

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@christerlind wrote:

Yes it works on my home wifi also  iPad is running IOS 17.4.1  and my iPhone 12 have IOS 17.5

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It's not clear to me (based on posts I've seen) whether the problem is an app incompatibility with iOS 17.5.1, or whether it is simply a bug in the current iOS app (that fails with all versions of iOS).  

Deploying a VPN instead of using port forwarding is the only option right now.  Hopefully Arlo will roll out a fix soon.

[Halcomm]

I have just spoke with Arlo. They confirm they have stopped this facility. You can access recordings locally (when at home) but when away you cannot.  " you have to take out the storage device and put it into a pc/laptop to see the recordings"  is what i was told.  

Oh and they gave me a 40% discount for 6 months in case i wish to take out their subscription. So its basically all about getting more money out of us all. The fact i have already spent over £1000 on their camera's means nothing.

Terrible service.

[StephenB]

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@Halcomm wrote:

I have just spoke with Arlo. They confirm they have stopped this facility. You can access recordings locally (when at home) but when away you cannot.  " you have to take out the storage device and put it into a pc/laptop to see the recordings"  is what i was told.  

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Direct access to local recordings requires a VMB4540 or VMB5000 smarthub.  The "take out the storage device" is needed for the VMB4000 and VMB4500 hubs, but not the two smarthub models.  

If you have one of the smarthubs, then I believe that Tier 1 support gave you misinformation.  The feature works properly on Android, and on iPhones using a VPN.  I'm tagging the mods ( @BrookeN , @JamesC , @ShayneS ) so they can follow up.

[cccs]

thanks for your reply.

I have both asus routers which can do mesh system.

Whether it is the main + repeater mode or mesh mode, they are set up properly.

Actually, it seems it is more likely to be arlo problem. Coz sometimes I can even read both smart hubs's drives from the outside of the network; and sometimes I can only read one even tho I am connected to the same network....

[christerlind]

A VPN cost a lot of money to have so no alternative for me. Do Arlo know aboute this problem ?  There are now way to get in contact with them only an AL chatt robot wich doesen´t understand 

[StephenB]

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@christerlind wrote:

A VPN cost a lot of money to have so no alternative for me.

I am talking about a VPN that is hosted in your router, not in the cloud.  I use the OpenVPN that is built into my Orbi router - no subscription is needed.

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@christerlind wrote:

Do Arlo know about this problem ?  

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Yes.
 

[cammerz]

I thought this might be the case. After having unacceptable technical issues and poor customer support over two years, I was finally happy with the solution of my camera paired with a hub to access the locally stored clips when I'm away from home. Now they've stopped this and forcing more money out of us, I'm just going to go to a different camera supplier now.

Very disappointing, but not surprising

[dyran_1999]

I have this Arlo Ultra since 2020. I don’t have any problem with this until today June 13,2024. 

It just started recently that I can’t see my recorded videos on my arlo app outside network with error “videos stored on smarthub are not available”. I tried to resetup port forwarding arlo with my eero and still ended up port forwarding status unvailable. 

Other troubleshootings that I did were

resetting remotely both Eero and Arlo Smarthub and also reinstalling Arlo App. 

My ISP is Frontier 500/500. My router is Eero pro 6E.

Please help.

Thanks. 

[StephenB]

There is a known issue with port forwarding in the iOS app.  So if you are using an iPhone or iPad, then you've run into this.