Question for a client - live stream not working

[Pljohns]

Netgear has been no help. Clients cameras worked great until the upgrade to the system in December. Cameras stopped live streaming and we cannot view recorded clips. Recordings are still occurring because an alert is still firing but you cannot view them. Attempted to delete everything and reset up but same results. Any ideas?

[Schorschi]

Quite a few people have reported missing videos from the library, even though videos have been created and are in the library, they are just not showing. This is a known issue and Netgear is aware of it. At this point it's a matter of time when this will be fixed. So, for the time being you'll have to rely on the direct links sent to you in the notification emails.

Some people have also reported that videos do become visible in the library after a delay of several hours, but only when viewing in the browser, not with the iPhone or Android apps.

[JamesC]

Pljohns,

Are you getting any error messages when trying to live stream or view recordings?

JamesC

[Pljohns]

Yes. Says connection timed out. Library shows zero video clips

[JamesC]

Pljohns,

Are you seeing this behavior across multiple devices/browsers? Is the error happening on multiple cameras or is it isolated to specific cameras? Be sure your cameras have the best signal strength to rule out the possibility of a range/interference issue.

JamesC

[Pljohns]

Yes. On phone and browser. Multiple cameras. We have pulled cameras inside next to base station with similar results.

Again they worked great until the update in December.

[bjdh]

I am also having this issue - not connecting to media server and timing out when trying to see live view.  Also, only intermittantly seems to capture motion.

[JamesC]

As you may have noticed, we are experiencing issues with our cloud servers which may be slowing down reception of alerts and video recordings. Our engineers are working on the situation with urgency and things should be back to normal shortly. In the meantime, we apologize for any downtime you’re experiencing and want to let you know that we are working non-stop to address the issue.

Update:

A fix for this issue has been released and has significantly improved Arlo performance. However, a side effect you may currently experience is the alert counter on the camera screen disabled and set to 0. Resolving this counter issue and further optimizing Arlo performance is our number one priority at this time and Arlo engineers are working non-stop to resolve this. 

Please refer any additional comments on this issue to the following thread: https://community.netgear.com/t5/Motion-Detection/Email-Alerts-Video-Recordings-Not-Getting-or-Getti...

Thank you,

JamesC

[Pljohns]

Our problem is that for over 50 days the system has been useless and you are doing nothing to help