Video library is missing! Jan23,2019

[Fishe2a]

Where has my basic plan and all my videos gone? I was sold the system with on the basis that I could use 5 cameras with 7 days storage and then the first day would be deleted?

[SophieO]

I had icloud storage on my plan, but a few days ago all my recordings for January disappeared, and since then no new footage gets recorded.  I still get plenty of alerts footage is being taken - but no recordings in library!  Cameras /system worked well over past year til now. Please help.

[Gmando]

I have the arlo pro and woke up to motion detection notifications but no recordings. What’s going on? Please tell us clearly how to get the free 7 day rolling cloud storage back. Move cameras to new account? How? Why?

[jguerdat]

Your plan hasn't changed. There seems to be an issue where the library needs to be refreshed somehow, like it's a backend issue. For a browser, the recommendation to clear the browser cache seems to work. For the app, it's less clear but clearing that cache may or may not help as would logging out and back in. Other times, the library just magically returns after a brief absence.

[Gmando]

Thanks! Yea i refreshed the safari cache on my iphone (not sure how it’s connected to the app) but the next time i logged back into the app the videos were there. Strange. All fixed now though!

[ChazThePhoenix]

THIS

now camera that have battery are offline also.....  whats going on???   

on a side note, the authentication on this website wouldnt let me use a previously used screen name... I had to make a new one

[AngeA]

Same!! Just noticed it today. What is happening?!

[Arlonatic]

Same here, entire library of clips is all gone !!! Very frustrating, what is going on here ????

[Joann59]

Arlo Pro. No recording of motion alerts. On my cameras and my ex-husbands

[jguerdat]

Try clearing the cache on the web browser or app, depending on what you use.

[JPC]

On my iOS App, All I do is exit and go back in again for a few times and it all comes back.. Hopefully there's a fix soon. 

[migman_2001]

This seems to be an intermittent problem the past few days. It has happened to me several times already. After a little time has passed, everything is back to normal.

[DrewHall0424195]

I keep waiting for the camera statuses to be found on my Amazon Fire.  Reinstalled app, rebooted

base station (250 miles away), and nothing.  Started about 2 days ago.

QVC should have warned on the unreliability of this system.  This system was to detect vandalism at the family cottage.  Since firmware can be installed without notice, I don't know what has changed.  Got the hotspot set up correctly over Christmas.  Put new batteries on dock camera. It died around 2 weeks.

Can not view the cameras through a browser.  Keeps booting me off. I think Netgear has servers

down, but don't want the liability of a "security system."

[Jersey317]

My video library is missing this morning. Any help? Thanks

[mountainhigh]

Same here.

Second time in less than a week.

Last time my library reappeared much later in the day.

[brh]

Mine too in the IOS app. They do show up in the web client.

Brian

[jguerdat]

We're told that clearing the cache for a browser works. How about if you clear the app cache?

[JPC]

On my iOS App, All I do is exit and go back in again a few times and it all comes back.. Hopefully there's a fix soon. 

[Meri]

My library was missing this morning, 1/23/19, too! Clicking on the library just goes to Jan 1 and there is nothing there! This is the 2nd time this has happened in a week. Are the videos elsewhere?

[Road12]

My video Library is missing as well. After the most recent app update they are gone. I did manage to log off and 

sign back in which helped get the last 7 days back, but I pay for 30 days of cloud storage.  23 days of storage are missing. 

[JPC]

---

@Road12 wrote:

 I did manage to log off and 

sign back in which helped get the last 7 days back, but I pay for 30 days of cloud storage.  23 days of storage are missing. 

---

Call Support and find out how to get it back.. 

[migman_2001]

This has been an intermittent issue for the past week.

What I suspect is that there is an issue between the cloud storage pop-up that was appearing and the issue with the videos not showing.

For awhile, the pop-up would appear and you had to dismiss it to see videos.  Then it appeared that it was finally removed.

Now there is this intermittent issue with videos not always showing. 

I suspect that the two are connected.

If you wait just a bit and then come back into the app, the videos will appear.

[jguerdat]

Cleaing a browser's cache has worked for the web site - does clearing the ap's cache work for the app?

[Road12]

Nope, clearing the cache on the app did nothing.  I have only 7 days of video recordings when I'm paying for 30. I've 

checked online and only 7 day's there as well. I've deleted the app and re-installed and still only 7 days in my Library.

I've reset base station and so on and still only 7 days of recordings.   

[JPC]

Maybe Support can help..

[t0mmie]

Is ARLO experiencing load issues or something?  I'm logging in to Arlo via the web and try to access my Library.  I get a message that I could have recordings available through a cloud service if only I had a subscription...  I HAVE a Arlo Smart + CVR subscription.  But, the Library is empty.  Camera status on the devices tab shows qty of recordings but filtered library view shows none...

Others seeing this or is it just me?

Load issues?  Bug? Planned fix?  What's up?

Oh and the camera I have selected on that CVR plan has NEVER recorded...  ugh