CAN'T ACCESS LIBRARY, VMB4540

[RRFAB]

I keep getting the "There was an error obtaining your library. Arlo team is working on this issue." message when I try to view my recordings on my local storage connected to the base station.  I don't need all the standard troubleshooting suggestions; everything is hooked up correctly, all settings are correct and I've tried all the other suggestions (access from another device, logging out, restarting everything, etc).  I have the most current firmware.  This has been going on for 2 days.  I can view about 1-3 recordings first thing in the morning before it quits reloading the clips and I get the error message.  I've tried the chat, but I cannot get a support person because all I can select is the product type, the other options will not load any models, etc, so I cannot move forward to support.

[ShayneS]

Hi @RRFAB 

Are you still experiencing this issue?

[RRFAB]

Yes this issue is still ongoing.  Yesterday I was able to review 8 videos from my library before it quit loading and gave me the same error message.

[ShayneS]

Which version of the Arlo app this occurring on and is this on iOS or Android?

[RRFAB]

Running version 4.10.2_28611 released 11-8-23 on the Android platform.

[ShayneS]

Received Thank you, I will report back as soon as possible with more info. 

[ShayneS]

Hi @RRFAB 

Are you still experiencing this issue?

[RRFAB]

I haven't needed to review multiple videos since I initially experienced this problem.  I never heard back after I sent the requested files, so it slipped my mind.  Was there anything atypical that stood out for causing the inability to see my videos in the library after viewing several?

I checked a bunch of videos this morning and the problem did not recur; I only reviewed 20-25, so maybe that wasn't enough to recreate, but previously I had viewed less than that for it to lock up.

[ShayneS]

Thank you for the update. Please let me know if the issue occurs again and we can review a refreshed diagnostic log. 

[RRFAB]

This issue is still ongoing; again just this morning.  I've emailed a couple times stating that it is still happening, but have not received a response.  How can we get this resolved?

Thank you,