topic Re: Arlo Pro Base Goes Offline Intermittently in Arlo Pro

Arlo Pro Base Goes Offline Intermittently

tltoulouse — Sat, 30 Sep 2017 18:18:12 GMT

Our Arlo Base Station continue to go offline intermittently even though its plugged into the router via ethernet and that cable modem conitnues to work. The model number (hardware version) is VMB4000r3, the the firmware is version 1.9.0.0_14639. The base station stays connected for about 24-48 hrs and loses the network connectivity (amber light in the middle). Cycling the power of the base station restores the system and teh connectivity. Any thoughts on a permanent fix vs cycling power every 24-48 hours? Thanks All -

Re: Arlo Pro Base Goes Offline Intermittently

Streak2 — Sun, 01 Oct 2017 09:07:19 GMT

I would try and power cycle the router with the base attached.

Re: Arlo Pro Base Goes Offline Intermittently

Palvarez — Sun, 01 Oct 2017 13:10:36 GMT

I have the same issue with my Arlo Pro base unit. Tried recycling power with base unit attached did not help either. After several hours the internet connectivity drops and middle light turns solid amber . Otherwise modem works fine and all other internet devices in Home are working fine. This started in past month after normal operation. Firmware is up to date.

Re: Arlo Pro Base Goes Offline Intermittently

jguerdat — Mon, 02 Oct 2017 11:59:07 GMT

If power cycling the base and router doesn't help, open a case with support.

Re: Arlo Pro Base Goes Offline Intermittently

Palvarez — Mon, 02 Oct 2017 15:06:13 GMT

I did and got a case number but no reply from them yet.

Re: Arlo Pro Base Goes Offline Intermittently

dagrossman — Tue, 06 Feb 2018 17:34:42 GMT

Getting same issue. I power cycle my router and the same problem as people have mentioned above. This is an issue because I needed to capture video of some issues I have and was not able to because unit was offline.

Re: Arlo Pro Base Goes Offline Intermittently

jguerdat — Wed, 07 Feb 2018 00:53:13 GMT

What have you tried to fix this?Have you checked firmware versions? Have you tried a factory reset?

Re: Arlo Pro Base Goes Offline Intermittently

Daisy22 — Wed, 07 Feb 2018 02:15:38 GMT

Same issue here, base drops offline every other day or so. Power cycling the base station works to get it back. Base is hard wired to modem.

Firmware is current, internet connection is more than adequate, cameras are charged and connected with good signal.

I have tried to reset modem, no changes.

Thanks

Daisy

Re: Arlo Pro Base Goes Offline Intermittently

steve_t — Wed, 07 Feb 2018 05:45:28 GMT

Daisy22, it's definitely the base that's going offline and not the cameras?

Re: Arlo Pro Base Goes Offline Intermittently

Daisy22 — Wed, 07 Feb 2018 13:24:43 GMT

Here is what typically happens, I’ll get notified that one of my cameras senses motion. Will open the app and attempt to view that camera live. I will be unable to connect to that camera or any of the other ones. The only fix is to reset the base station.
Thanks

Re: Arlo Pro Base Goes Offline Intermittently

jguerdat — Wed, 07 Feb 2018 14:22:26 GMT

While it could be a display issue rather than a true offline, what are the LEDs on the base showing? The Internet LED should remain green if it is reaching the servers. ANything else indicates an issue that could be the base, cable or router.

Re: Arlo Pro Base Goes Offline Intermittently

steve_t — Wed, 07 Feb 2018 21:37:00 GMT

I was just going to say what jguerdat said. When the issue occurs again, please note what LEDs are on the base and what colors they are

Re: Arlo Pro Base Goes Offline Intermittently

Daisy22 — Wed, 07 Feb 2018 23:41:30 GMT

The one time it happened and I was home the center LED was orange. All the other times I was not at home and reset the base station via the app.

I will try and check the LED’s before resetting next time and report back.

Thank you

Re: Arlo Pro Base Goes Offline Intermittently

jguerdat — Thu, 08 Feb 2018 01:12:43 GMT

An amber Internet LED means there's a connection between the base and router but not to the servers. It could be any thing between the router and server, including the modem, ISP, World Wide Wait and the servers (the latter being unlikely). Most likely is a problem with the ISP/outdoor cabling.

Re: Arlo Pro Base Goes Offline Intermittently

Daisy22 — Thu, 08 Feb 2018 01:47:04 GMT

I totally understand what you are saying but there is never any issues with my other devices! I have reset the modem/router several times as well.

Thanks

Re: Arlo Pro Base Goes Offline Intermittently

jguerdat — Thu, 08 Feb 2018 14:08:19 GMT

The last thinng to try before opening a case with support here for a possible faulty base is to remove all devices from Settings, My Devices and start fresh. Use the Add Device button on the Devices tab to add the base and then sync the cameras. If the issue still happens, use the Contact Support link at the bottom here and then again on the new page thjat opens.