topic Re: The Arlo device is offline in Arlo Pro

The Arlo device is offline

kodavr — Mon, 23 Jan 2017 14:37:55 GMT

I just received Arlo Pro kit with base station and 4 cams, connected a base station, all the lights are green.The wifi signal is perfect. The network in my house is working fine.

The cameras connected first, updated firmware, but then all became offline.

I tried to restart the base station, reconnect devices with/without unplugging battery - doesn't work.

P.S. I connected my base station to ethernet socket, not to router directly. Is it ok?

My first feelings are the deepest dissapointment. 😞

Re: The Arlo device is offline

jguerdat — Mon, 23 Jan 2017 14:41:02 GMT

Define "connected my base station to ethernet socket, not to router directly" - what socket? Is it connected to your network? Is the Internet LED on the base still green?

Sometimes things like this happen. The quick thing to try if the base is showing all green LEDs is to reset the system by removing all devices in Settings, My Devices. Use the Add Device button on the Devices tab to add the base and sync the cameras. Is it working now?

Re: The Arlo device is offline

kodavr — Mon, 23 Jan 2017 14:58:00 GMT

It was connected to ethernet port in the central room, since ethernet hub and wifi-router are located in the other room.

Should i connect it directly to hub or wifi-router?

Re: The Arlo device is offline

jguerdat — Mon, 23 Jan 2017 21:53:01 GMT

No need as long as its a good connection. I suppose there could be an issue with that port so having it directly connected to the switch or router would be a good troubleshooting step.

Re: The Arlo device is offline

Martyozzz1 — Sun, 21 May 2017 17:01:05 GMT

I'm having a similar problem . Originally I installed everything ( base unit and 2 Arlo cameras ) but after 1hour I checked the app on my phone to see the cameras were both showing offline . And I couldn't get them to work . So I selected "remove device" on both cameras intending to re-sync them again. I have gone through the sync process, and everything appeared as it should regarding the flashing green and blue light ( green on base, blue on camera) but when I check the app on my phone it shows only one camera installed. The app doesn't recognise the other camera . It's really frustrating.

Re: The Arlo device is offline

jguerdat — Sun, 21 May 2017 19:58:14 GMT

Have you tried power cycling the base?

Re: The Arlo device is offline

Martyozzz1 — Sun, 21 May 2017 20:24:42 GMT

How do I do that ?

Re: The Arlo device is offline

jguerdat — Mon, 22 May 2017 00:12:20 GMT

With the power switch or unplug and plug back in.

Re: The Arlo device is offline

Martyozzz1 — Mon, 22 May 2017 06:12:46 GMT

Yes . I tried that with the base unit and the wifi-router. But it is still refusing to sync the second camera.i say it's refusing to sync because I can see it from my phone or the laptop. But the when I go through the syncing process the all appears successful. I get slow blue flashing light for 10 seconds followed by rapid flashing blue light . ( no amber light ) I know the camera was working fine for 1 hour after I unpacaged it. But since then. I can't get it to work . I've also tired removing the app from my phone.

Re: The Arlo device is offline

Martyozzz1 — Mon, 22 May 2017 06:13:57 GMT

* I can't see it from my Wi-Fi router or laptop

Re: The Arlo device is offline

Martyozzz1 — Mon, 22 May 2017 06:15:42 GMT

** I can't see it from my phone or laptop... sorry , it's a bit early for me :))

Re: The Arlo device is offline

jguerdat — Mon, 22 May 2017 12:30:06 GMT

Open a case with support using the Contact Support link at the bottom here.

Re: The Arlo device is offline

Martyozzz1 — Mon, 22 May 2017 12:52:26 GMT

I managed to fix the problem I reset to factory setting ( pressed the button on the back with a pin for 10 seconds) then started again. Re-installed everything . Base unit and 2 cameras. It all works perfectly now .. I'm very relieved .

Re: The Arlo device is offline

jguerdat — Mon, 22 May 2017 17:13:19 GMT

I wonder if it was old firmware. Did you see any notifications to update?

Re: The Arlo device is offline

Martyozzz1 — Mon, 22 May 2017 17:25:06 GMT

Yes . As soon as the camera that wasn't being recognised appeared online it asked to update. So I updated. The other camera didn't request a update. I don't know if it's relevant but I also did a factory reset on my Wi-Fi router .

Re: The Arlo device is offline

jguerdat — Mon, 22 May 2017 17:32:03 GMT

A router reset theoretically has no effect for Arlo but weird things can happen. The reset of an Arlo system is sometimes needed to get the firmware properly updated. Dunno why, just is.