Is a subscription required for a single doorbell camera and VMB4540 smarthub for video storage?

[MKGAULIN]

Bought my parents a doorbell camera to keep an eye on their koi pond as the guy at BestBuy said it didn't require a subscription. Then I found I needed a smarthub to record the videos. Everything worked fine for a few weeks and then recordings stopped. The app won't find the hub even though it is online. Are we locked out because a subsription is required with the smarthub?

[StephenB]

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@MKGAULIN wrote:

Bought my parents a doorbell camera to keep an eye on their koi pond as the guy at BestBuy said it didn't require a subscription. Then I found I needed a smarthub to record the videos. Everything worked fine for a few weeks and then recordings stopped. The app won't find the hub even though it is online. Are we locked out because a subsription is required with the smarthub?

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Is the doorbell connected to the smarthub?  Or you connect it to your parents' home wifi?

Did you add local storage to the smarthub, and set up the direct access to local storage feature?

If you see "Library" in your app menu, then read this info:

• https://kb.arlo.com/000062337/What-is-Direct-Storage-Access-and-how-do-I-use-it

If instead you see "Feed" and "Dashboard", read this:

• https://kb.arlo.com/000062997

[MKGAULIN]

Steven, thank you very much for your reply. The immediate issue is the app will not see the hub as I think Arlo has us locked out. My mom said she did she messages pop up offering plans before it stopped working. How do I get into the hub in order to change those storage settings?

[StephenB]

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@MKGAULIN wrote:

The immediate issue is the app will not see the hub as I think Arlo has us locked out. 

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You should see the hub on the devices screen (whether you have a subscription or not).

Are you still able to log into the account?

[MKGAULIN]

Steven, the hub is not in the device list and when trying to add it back the app searches and searches to no avail. I brought everything back to my house and my app for my account can't find it either. 
Reset perhaps??

[StephenB]

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@MKGAULIN wrote:

Steven, the hub is not in the device list 

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Are you certain you are using the same account to which you originally added the hub?

[MKGAULIN]

Steven, I did a reset and now my app found it. I'm going to bring everything back to my parents house and give it a shot. I have plugged in a USB thumb drive for storage. Wish me luck and I appreciate your help and knowledge. Hopefully I don't have to reach back out. 

[MKGAULIN]

Steve, back online with the hub, USB storage inserted. Under Device Rules when motion detected then... the Record a Video button is greyed out and won't enable. Not recording. Thoughts?? 

[StephenB]

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@MKGAULIN wrote:

Steve, back online with the hub, USB storage inserted. Under Device Rules when motion detected then... the Record a Video button is greyed out and won't enable. Not recording. Thoughts?? 

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What model hub?

Is the doorbell connected to the hub?  Or is it connected to home wifi?

Is local storage enabled in the hub settings?

[MKGAULIN]

Steve, I removed the doorbell and then added it back in following the instructions and now the under Arm Away device rules the Record a Video button is now enabled. The doorbell is connected to the base station and local storage is set in the hub settings. Still not recording. 

[MKGAULIN]

Also it's a VMB4540

[StephenB]

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@MKGAULIN wrote:

Steve, I removed the doorbell and then added it back in following the instructions and now the under Arm Away device rules the Record a Video button is now enabled. The doorbell is connected to the base station and local storage is set in the hub settings. Still not recording. 

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What model hub?  Look for a VMBxxxx label on it.

EDIT - just saw your followup.

Did you walk in front of the doorbell to test recording?  If you did that, did you receive a notification?

Also, did you look here for the recordings?

1. select devices 
2. select the base
3. select storage settings

[MKGAULIN]

Stephen, I had to leave my parents house but yes the base storage setting was set to record locally. A 1G usb drive is plugged in and it's light is on. When walking in front of the doorbell we do get a notification that motion was detected but no recording shows up in the feed. Hoping for more suggestions.
Again I appreciate your help. 

[StephenB · Accepted solution]

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@MKGAULIN wrote:

 A 1G usb drive is plugged in and it's light is on. 

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It needs to be at least 16 GB.  Did you mean 1 TB?

Did you look in the storage settings screen I pointed you too?  Recordings should show up there.  They sometimes don't show in the Feed.

[MKGAULIN]

Steve, it was a 2GB so I replaced it with a 128GB and all is right with the world again. Back up and running. Thank you so much for your help, knowledge and time. Hard to imagine a company that will sell you a product but then give you zero support and we have to rely on the kindness of others to help us out. Thank you again.