topic Re: Keypad Constantly Losing Connection (Keypad Offline) in Arlo Home Security System

Keypad Constantly Losing Connection (Keypad Offline)

Dimbulb11 — Tue, 13 May 2025 18:46:30 GMT

My keypad recently started losing connection (Keypad Offline). It is happening 9-10 times per day and throughout the night. Has anyone else seen this behavior and/or found a fix for it? I have moved it closer to the router and tested it from various electrical plugs. Super frustrating.

Note: The system is behind a Firewalla Gold firewall.

Re: Keypad Constantly Losing Connection (Keypad Offline)

BrookeN — Wed, 14 May 2025 18:01:29 GMT

Can you please try to do a reset on the keypad and see if it changes the behavior you are seeing?

https://kb.arlo.com/000063161/How-do-I-factory-reset-the-Arlo-Wire-Free-Keypad

Re: Keypad Constantly Losing Connection (Keypad Offline)

Dimbulb11 — Wed, 14 May 2025 21:28:07 GMT

The link you provided is not working.

Re: Keypad Constantly Losing Connection (Keypad Offline)

StephenB — Wed, 14 May 2025 23:03:45 GMT

@Dimbulb11 wrote:

The link you provided is not working.

It opens when I click on it.

Re: Keypad Constantly Losing Connection (Keypad Offline)

BrookeN — Thu, 15 May 2025 13:09:44 GMT

You can copy and paste it into a browser as well if it will not open for you.

Re: Keypad Constantly Losing Connection (Keypad Offline)

Dimbulb11 — Thu, 15 May 2025 16:59:56 GMT

I will try the reset tonight and report back. Thanks

Re: Keypad Constantly Losing Connection (Keypad Offline)

Dimbulb11 — Wed, 21 May 2025 13:12:42 GMT

I performed the reset on the key pad. Added all my devices back. It is still disconnecting . 'Key Pad Offline' - Please make sure its powered on and connected to the internet. This is getting very frustrating.

Re: Keypad Constantly Losing Connection (Keypad Offline)

BrookeN — Wed, 21 May 2025 13:29:51 GMT

Is the keypad under the same email address as the cameras? I am not seeing a keypad on the account. Can you please dm me the serial number that is on the keypad? You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off.

Re: Keypad Constantly Losing Connection (Keypad Offline)

Dimbulb11 — Wed, 21 May 2025 14:05:00 GMT

PM sent.

Re: Keypad Constantly Losing Connection (Keypad Offline)

BrookeN — Thu, 22 May 2025 15:24:29 GMT

I got your message, thank you for providing that information. I have reached out to support, they will be in contact with you as soon as possible.