topic Re: "Your arlo device appears offline" in Arlo Pro

"Your arlo device appears offline"

Lifestyleliving — Wed, 03 May 2017 16:47:59 GMT

My cameras are saying "Your arlo device appears offline, please make sure that is powered on and connected to the internet"

I see that alot of people post this problem but i cant seem to find away to fix it.

Can some one help me?

Re: "Your arlo device appears offline"

TomMac — Wed, 03 May 2017 16:48:14 GMT

First try and reboot the base with the power button, let it come back on line.

If not, then get the camera and reset by pulling and replacing the battery pack, resync if needed ( may not need to )

Re: "Your arlo device appears offline"

Lifestyleliving — Thu, 04 May 2017 12:07:39 GMT

Thank you for the advice but it has been unsuccessful.

I have also done the syncing of the cameras again but still the same message on my PC screen?

Re: "Your arlo device appears offline"

JamesC — Fri, 05 May 2017 17:14:28 GMT

Lifestyleliving,

Do you see the same behavior when viewing from other devices? What browser are you using? This could be a display issue on your PC, are you running any security software such as Bitdefender?

JamesC

Re: "Your arlo device appears offline"

kbobn — Fri, 12 May 2017 16:54:26 GMT

James C

I have a similar problem with "devise appears to be offline", cameras drop offline and not being able to access Mode feature from my PC. I noticed you mentioned that Bitdefender may be a problem and I also have Bitdefender. Is there an issue with this progdram?

Bob

Re: "Your arlo device appears offline"

jguerdat — Fri, 12 May 2017 19:34:41 GMT

Yes. Support should be able to give you clues and there are threads here - search for "bitdefender". Iirc, the issue is needing to whitelist arlo.netgear.com. Whether that's your specific issue, I can't be sure since I thought it started with an inability to set the system up in the first place.

Re: "Your arlo device appears offline"

JamesC — Mon, 15 May 2017 18:41:56 GMT

kbobn,

An easy step to take first would be to try using a device that does not have Bitdefender installed to see if you get the same behavior. You should also try(temporarily) disabling Bitdefender and see if you get the same results.

JamesC

Re: "Your arlo device appears offline"

kbobn — Thu, 18 May 2017 14:14:26 GMT

Thanks JamesC for your response. I've tried placing Arlo on the whitelist and rebooted Arlo base. I have noticed that all the videos were 15 to 18 seconds long even when the dog was still walking 5 feet in front of the camera. Also with geofencing activated, it recorded me walking through the house with my cell phone in my hand, but only for 16 seconds. I have received this same notice "offline" on my cell. It is interesting on my cell, I received the audio without the image.
I may have solved the problem. I unplugged my modem, router and Arlo base and reconnected 2 minutes apart in that order. So far all seems to be working well. However, all recordings are still only 14 to 18 seconds long even when there is continuing activity. Strange…maybe a defect in the program?

Re: "Your arlo device appears offline"

jguerdat — Thu, 18 May 2017 19:11:18 GMT

The size and speed of the dog could be an issue in detection, as well as the direction. Without a video to see it's hard to tell. For people, I've gotten as much as a minute of recording, obviously not the full 5 minutes but motion wasn't necessarily close to the camera.

Re: "Your arlo device appears offline"

DruBee — Wed, 06 Sep 2017 04:28:03 GMT

come on...I've had this thing for less than a week-I have no bitdefender, you have no customer support-WTH?

Re: "Your arlo device appears offline"

jguerdat — Wed, 06 Sep 2017 13:31:57 GMT

Apparently you haven't told us what the problem is, what you've done to try to fix it or found the Contact Support link at the bottom here.

Re: "Your arlo device appears offline"

tko1717 — Tue, 03 Oct 2017 23:59:59 GMT

I had this problem forever and can't seem to figure out how to resolve it. It's extremely frustrating as the Arlo Base appears to just shut down the connection in as little as a couple hour. The longest I have seen it function so far without the boot is 3 days.

I have tried everything, switched out the legacy Arlo Base for the Pro version. Bought all pro cameras, updated the firmware, replaced the batteries. The Base just kills the connection all the time.

When I come to the base, there is only one amber light on (the right one). The other two are not lit. Simply resetting the base, fixes the issue (but again for a day if I'm lucky).

My only "working" solution to this so far has been to purchase a Smart Outlet, plug the Arlo Base into it and every time I see that the base is unresponsive, I simply reset the outlet. Great solution except for that one time that I would really need the cameras working and they are disconnected without any notice.

Any suggestions would be really appreciated.

Re: "Your arlo device appears offline"

jguerdat — Wed, 04 Oct 2017 00:12:29 GMT

It could be anything from your ISP connection to power outages to the signal quality between cameras to te base. Any error messages? Are your various firmware versions up to date? Have you tried moving the cameras closer to the base?

Re: "Your arlo device appears offline"

tko1717 — Wed, 04 Oct 2017 04:54:46 GMT

No error messages besides your device is offline (where would I even see them?). Don't know about the disconnect until I launch the app. It would certainly be nice if we got a push notification that the Arlo base appears offline.

The cameras are not that close but I don't see how this could be an issue as it's the base that goes offline every time (amber light, no green lights). Again, restarting the base fixes the issue but only temporarily.

Re: "Your arlo device appears offline"

jguerdat — Wed, 04 Oct 2017 12:46:36 GMT

If all LEDs on the base are amber, I'd strongly suspect a bad power supply or base. Hardware issues can only be resolved by opening a case with support. We can't do a thing here.