Receiving alerts but no video in library

[Tocker30]

Good afternoon. I am having issues where I receive the alert that a camera has recorded, but there is no video. This has been getting worse and worse over the last few days. It is so bad that I thought one of my cameras was broken but that was not the case. I am sort of regreting the money I have spent on these cameras. This issue, coupled with the lack of funcitonality in an internet outage, has me pricing other security options. I am wondering if anyone else is having this issue of being notified of motion/recording, but then not having anything in the library. Thanks

[JamesC]

Tocker30,

I will reach out to you in a private message to gather more information regarding this issue.

JamesC

[Tlyden]

I am a new user with Arlo Pro and I have a simalar problem except I get alerts on one camera with no video being taken whilst at the same time a camera that should be seeing no motion is taking the video instead.

Whats up with that?

[Tlyden]

I also have one battery that drains very quickly, 2 weeks or so. 

[Fancpants]

I am also having problems with 20 minute delays in the library. Very frustrating with not having a secure look at area when I'm alerted on my phone but no videos in library. Also one camera not even picking up movement at all. Can't get live views at all or once in a great while. Cameras all have good batteries.

[JamesC]

Tlyden,

Are you using a custom mode? It sounds like you may have rules defined that tell one camera to record when another detects motion. Check the rules for your active mode and make sure they are set up as desired.

Fancpants,

Push notifications trigger at the start of motion detection. Library content will not arrive until the recording has completed. Are you waiting long enough to allow the recording to complete before trying to view?

JamesC

[Fancpants]

I can't find where I would change the rules. Yes I have been waiting 20 minutes or longer before I can see alerts in my library. This hasn't happened before.

[Tlyden]

I do not have any custom settings. The system is new and I simply set it in the armed mode with audio and motion detection.

My other issue is the battery on one camera which has once again discharged in just 10 days. What do I do about that.

This process is quite painful. Why can't get on a call with Netgear to resolve this in a shorter time?

[Fancpants]

I Am totally stressed why can't these issues be resolved Yes it would be nice to actually talk to a netgear tech!!!!!!!!!

[jguerdat]

To do so requires you to open a case, as has been mentioned many times. Use the Contact Support link at the bottom here.