Arlo Wireless - getting alerts but not saving videos to Library

[KY_Dave]

Everthing has been working well for the past couple of months since install.  But for the past two days, have been getting alerts but only the last video shows in the library.  Any help would be appreciated.

thanks

[SoonerRob]

Same here since August 15 getting notifications but nothing is being recorded.  Restarted ARLO base station and home router.   I'm also having problems watching live video.  There is a problem establishing a connection to media server. 

[JamesC]

KY_Dave, SoonerRob

Are you able to live stream and produce manual recordings? What device are you using that is behaving this way (Web client or app, model/OS version)?

Do you see this behavior across all of your devices?

JamesC

[SoonerRob]

Using the webui we receive this  message "There was a problem establishing a connection to the media server".  With the Andoid app get the message "Camera Failed to Connect Please try again"   Internet connection is 50down/10up with no changes to config.  Same behaviour on all cameras.

Currently using Firmware Version: 1.7.5_6178 and Hardware Version: VMB3010r2.  

Restarted ARLO base station several times and confirmed router is connected to internet and no issues with latency or througput. 

Was able to ping the base station on my network and no ACLs etc blocking any outbound communication.  This started on 8/15.

Rob

[jguerdat]

Might be worth a router reboot just to be thorough.

[SoonerRob]

First thing I did. No luck. I was able to create a manual recording from one of my cameras.  Still getting motion notifications but still no recordings. 

[jguerdat]

A day later - have they shown up?  There have been delays in the past where videos didn't show in the library until several hours had passed.

[Tony123]

Why i can't save my Arlo video and pictures

[jguerdat]

You have to manually download them from the library.

[SoonerRob · Accepted solution]

Negative.  No recording for that period of time Aug 16-19th. Camera's started recording again on 8/20.   Interesting because we were travelling when it started working so no one had access to either the router or cameras/base station.  

[JamesC]

SoonerRob,

I am glad to hear you are now receiving recordings as expected. Please let me know if you experience any more issues with this in the future. Feel free to post here or private message me with any new information.

Thank you,

JamesC

[dillander]

My arlo wireless are not recording video. I can manually record and veiw but it is not recording when motion detected.

[JamesC]

dillander,

What is indicating motion is being detected? Are you receiving alerts?

Check your modes to make sure the correct mode is set for motion detection. If you are still having issues, consider a base station reboot (using the on-off button) and try again.

Please let us know if you continue experiencing issues,

JamesC

[mauarg]

I have exactly the same problem. Since some weeks, I get the alerts but nothing is saved on the library. Any tips ?

[jguerdat]

Any possibility that there's a filter set in the library?  AT the top, look at the funnel-looking icon - should be empty, not green.  If green click on it and reset the filter.  Also, do you get numbers in the Devices tab on your individual camera indicating that there are videos available?

[mauarg]

No, no filters applied. I get the alert messages (e-mails) and app alerts but I don't get the videos saved, as they were before. I can manually save them normally.

[jguerdat]

You may have to open a case with support.  Does this happen with both the app and a browser?

[mauarg]

Yes. It's exactly the same that happened in the case described above by a different user. Nothing was changed in the setup. It just stopped working.

[JamesC]

mauarg,

This could be due to old firmware on the base station/cameras. Check your firmware versions and make sure they are up to date.

Log in to your Arlo account and navigate to Settings > My Devices > select desired device > Device Info > Firmware.

Current firmware notes: Firmware Release Notes

JamesC

[mauarg]

Hi, All firmaware at latest versions...

[JamesC]

mauarg,

Please contact the Arlo Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

JamesC