Videos stopped saving to cloud/feed

[Dester68]

I have a an active Arlo Secure Plus subscription which have all my cameras linked to it and to a Base Station.  Since yesterday the recording into feed stoped working. Motion is detected on all my cameras but no recording is done and transferred to my feed.  I have reset my systems a few times, rebooted my router, base station and cameras to no avail.  Checked my subscription and its active and timely paid. Last recorded video was at 6pm yesterday.

The chat troubleshooting is a joke and trying to contact via phone an ordeal.  Please your help to get this solved.

Equipment:

1 VMB4000 Base Station

2 Arlo Pro

2 Arlo Pro 5s 2K

1 Essential Wire-Free Doorbell

2 Essential Spotlight

Thanks in advance for your help!

[StephenB]

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@Dester68 wrote:

I have a an active Arlo Secure Plus subscription which have all my cameras linked to it and to a Base Station.  Since yesterday the recording into feed stoped working. Motion is detected on all my cameras but no recording is done and transferred to my feed.  I have reset my systems a few times, rebooted my router, base station and cameras to no avail.  Checked my subscription and its active and timely paid. Last recorded video was at 6pm yesterday.

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The first thing to check is whether the feed is being filtered or not.  The filters are "sticky" - remaining in place until you change them.  And they can make it appear like no recordings are being stored.  So go to the Feed page, and then press the three dots in the upper right of the page.  Select "Feed Settings" and make sure all devices and event types are enabled (so not filtered out).

Second, I suggest seeing if you can make a manual recording while livestreaming.  Note this can't be done if you have 2K livestreaming enabled for the camera, so if you use the Pro 5s for this, you'll need to make sure that setting is turned off.  After you've made that recording, see if it shows up in the Feed. 

[Dester68]

Hi Stephen, 

Many thanks for your reply and suggestions. 

1. Checked the filters and events for all cameras and they are all enabled.
2. Then I tried to record while livestreaming.  This sometimes worked as the recordings were sent to my feed, however not everytime I can make a given camera to livestream (spinning on connecting until I stop it...) and when it does, the recording abruptly stops before 5sec and no recording is sent to the feed.
3. One thing that is odd, I can't access Zone settings for any given camera (Yellow colored messageon top of the image: "An unexpected error ocurred. Please try again.").

BTW, I'm doing this remotely as I'm not at home at this time.

Regards,

[StephenB]

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@Dester68 wrote:

BTW, I'm doing this remotely as I'm not at home at this time.

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Might be worth checking your phone's internet speed with the Ookla speedtest app.  Some of your symptoms suggest a bandwidth bottleneck.

Do you know your home internet's upload speed?  Fiber is usually symmetric (same upload as download), but cable modem usually has fast download and slow uploads.

[Dester68]

Hi, 

I’m back home and the behavior is the same. My speed at home is about 280Mbps download and 100Mbps upload.  Just measured it with Speedtest.

Regards,

[ShayneS]

Please reach out to the Support Team to further investigate this symptom you are experiencing. You can find several options for contacting support though the Arlo Mobile App by navigating to the Profile icon > Support Center > Select device > contact