cannot connect to arlo base local library

[knguyen0404]

The connection to my arlo base local library keeps dropping.  I can connect some times but most of the time it does not work.  The connection is not reliable.

I have checked the suggestions from the community including the following.  Nothing works.  

* Make sure that your mobile device and the SmartHub are on the same Wi-Fi network.
* Logout and re-login from the Arlo app.
* Power cycle the device. Remove the USB device or microSD card. Reconnect the USB device or microSD and reconnect the power.
* Try accessing the library using a different device.
* Try accessing the recording using a PC or a laptop. Remove the USB device or microSD and plug into the computer.

[ShayneS]

Hi @knguyen0404 Can you provide more detail regarding the symptoms you are experiencing? Are you receiving any error messaging? What are the steps to reproduce the issue?

Thanks 

[knguyen0404 · Accepted solution]

[ShayneS]

@knguyen0404 Are you using the direct storage access feature? https://kb.arlo.com/000062337/What-is-Direct-Storage-Access-and-how-do-I-use-it-for-Arlo-video-recor...

[Bitbanger76251]

I have the same problem and error message as the original poster. It works sometimes - less than 5% of the time. By "works" I mean the usb data is available in the app library.

In the app Storage Settings everything is ON except port forwarding (phone with the app is connected directly to the local network with wifi).

Power cycling the smart hub only sometimes resolves the issue. Tapping TRY AGAIN a number of times. sometimes works. Doing nothing for 15 or so  minutes sometimes works.

It would help if the app provided a more useful error message (e.g., can't connect to hub, usb drive not detected, can't access file system...)

The usb storage in my case is important. At times when 2 cameras are trying to record to the cloud simultaneously, only 1 camera is successful, but fortunately, the missing recording is on the usb drive.

[StephenB]

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@Bitbanger76251 wrote:

Power cycling the smart hub only sometimes resolves the issue. Tapping TRY AGAIN a number of times. sometimes works. Doing nothing for 15 or so  minutes sometimes works.

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Have you ever tried restarting the phone, or force-closing the app?

[Bitbanger76251]

Thsnks. I will try power cycling the phone. I've tried force close several times. Also tried uninstalling  and reinstalling the app.

[Bitbanger76251]

I can report that power cycling the hub or preforming a force stop on the android app or both possibly solved the problem. However, I'm not convinced that random luck wasn't involved because it took multiple attempts. 

The lack of progress reports from the app could be be part of the problem. If the steps to provide access to the flash drive are working with with delays, but the user can only see the spinning wheel, then after a few minutes the user might assume it's not going to work and cancel out. I was doing this.

It would help in the future to understand  what role the arlo server plays in the app access to the flash drive. It would be good to know if the delays are caused by something like the arlo server unpacking the enture flash drive directory before the app library displays anything other than the spinning wheel.

[StephenB]

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@Bitbanger76251 wrote:

It would help in the future to understand  what role the arlo server plays in the app access to the flash drive. It would be good to know if the delays are caused by something like the arlo server unpacking the enture flash drive directory before the app library displays anything other than the spinning wheel.

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If the app access to recordings went through the arlo servers, there would be no need to use port forwarding or a VPN for remote acccess.  So it is clear that the recordings and directories are being sent directly from the base to the app.

The cloud servers of course are still needed for login, notifications, camera control functions, etc.

[knguyen0404]

I was able to fix the ability to connect to the Arlo Base local library remotely.  That is when I am away from home and my Arlo Phone App is not connected to my home WIFI.  Current configuration - My Arlo base device is connected to DECO Mesh WIFI which is in turn connected to my Xfinity Router. 

I took these steps to enable my Arlo Phone App to connect to the Arlo base local library remotely when I am away from home.

Step 1. Configure port forwarding from the Arlo Base to enable port forwarding.  Take down the Internal IP Address, Internal Port and External Port data from the Arlo app.

Step 2. Configure DECO Mesh WIFI to enable port forwarding and input the Internal IP Address, Internal Port and External Port data from the Arlo app.

Step 3. Configure port forwarding from Xfinity router and input the Port number from the Arlo App.

Once this is done, you can remotely connect to the Arlo Base local library from your mobile Arlo phone device when you are not connected to your home WIFI.  

[StephenB]

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@knguyen0404 wrote:

I was able to fix the ability to connect to the Arlo Base local library remotely.  That is when I am away from home and my Arlo Phone App is not connected to my home WIFI.  Current configuration - My Arlo base device is connected to DECO Mesh WIFI which is in turn connected to my Xfinity Router. 

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You must have an Android phone, as your procedure wouldn't have worked on an iPhone (due to a bug in the Arlo iOS app).

FWIW, you had to do the extra step (port forwarding twice) because you are using your DECO Mesh as a router and not as an access point.  If you'd set up the Deco differently, forwarding in the Xfinity router would have been enough.

I also double-route because I need to use my ISP-provided router to use my TV set-top boxes.  But the ISP router doesn't have all the features I want, so I connect my Orbi router to the ISP router.