topic Re: I'm unable to log in to my Iphone6 - showing Offline in Arlo Pro

I'm unable to log in to my Iphone6 - showing Offline

Clemsongal — Fri, 16 Mar 2018 01:56:44 GMT

I've removed the app and reinstalled and turned off and back on my base station. I can log in and see cameras when I'm on my PC.

Bay station

reelfun038 — Thu, 15 Mar 2018 12:51:47 GMT

Is the data server down again? Base station is saying offline.

Re: Bay station

arpr1 — Thu, 15 Mar 2018 17:00:36 GMT

I can't log into my Arlo Pro system either on my iPhone app. Same as the outage last week!

Re: Bay station

jguerdat — Thu, 15 Mar 2018 17:41:33 GMT

Try force stopping the app and try again. If needed, reinstalling the app should fix things.

Re: Bay station

arpr1 — Thu, 15 Mar 2018 17:55:50 GMT

jguerdat: I've logged out of the Arlo app, deleted it, rebooted the iPhone, and then reinstalled the app and logged in again but am still unable to view the cameras. Are there other suggestions?

Note that if I log into my account from the web login (https://arlo.netgear.com/#/login) the cameras work for a short period of time and I can view a live feed but it still reports the base station as offline so something is still not working correctly on the Netgear side. Do you have any informatoin or updates?

Re: Bay station

jguerdat — Thu, 15 Mar 2018 20:25:32 GMT

It may be an iOS issue and I don't have any of those to test.

Not sure why things are being reported as offline - I'm not experiencing any such problem. You can try power cycling the base just to eliminate that but if that doesn't work we'll just have to wait while whatever gets fixed.

Re: I'm unable to log in to my Iphone6 - showing Offline

ScooterMac — Fri, 16 Mar 2018 02:03:17 GMT

Same issue all day today. Web interface works on laptop, but cannot retrieve system status.

Re: I'm unable to log in to my Iphone6 - showing Offline

R- — Fri, 16 Mar 2018 02:23:36 GMT

Mine has been out all day. I was told there was a server outage.

Re: I'm unable to log in to my Iphone6 - showing Offline

brh — Fri, 16 Mar 2018 02:28:57 GMT

@Clemsongal

Try deleting the app and reinstalling it from the app store.

Brian

Re: I'm unable to log in to my Iphone6 - showing Offline

Clemsongal — Fri, 16 Mar 2018 02:35:37 GMT

Already tried removing app and reinstalled app and turned off/on base station. Tried to call customer support and the support guy from overseas connected to my computer and tried to sell me security services. Very frustrating.

Re: I'm unable to log in to my Iphone6 - showing Offline

brh — Fri, 16 Mar 2018 02:40:37 GMT

@Clemsongal

The number you called was not Arlo Customer Support. That is a site trying to steal your infromation from your computer.

To contact Arlo Customer Support see the green banner at the bottom of this page.

Brian

Re: I'm unable to log in to my Iphone6 - showing Offline

brh — Fri, 16 Mar 2018 02:44:40 GMT

@Clemsongal

Are you able to log into your account on a PC using a web browser?

Brian

Re: I'm unable to log in to my Iphone6 - showing Offline

Clemsongal — Fri, 16 Mar 2018 02:46:59 GMT

I figured that out quickly and shut off my computer and disconnected my call. The Support banner takes you back to the home page with no phone number to call. Live Chat doesn’t work either.

Re: I'm unable to log in to my Iphone6 - showing Offline

Clemsongal — Fri, 16 Mar 2018 02:48:25 GMT

Brian, yes. No problem logging in and able to see my cameras Live on my PC. Just my iPhone is showing cameras offline.

Re: I'm unable to log in to my Iphone6 - showing Offline

brh — Fri, 16 Mar 2018 02:57:19 GMT

@Clemsongal

I don't think you went far enough in the Support pages. The number they publish there is: (408)-638-3750. Is this the number you called? Support is probably swamped right now with calls and chats.

Try turning off your phone for a minute or so then turn it back on.

From this reply, I can't see what type of phone you are using - I think you said it was an iPhone.

Are you trying to see the system in the app or through a browser on the phone?

Brian

Re: I'm unable to log in to my Iphone6 - showing Offline

brh — Fri, 16 Mar 2018 03:06:51 GMT

@Clemsongal

If you are using an Android device, the app was updated last night so be sure you are updating to the current version.

Brian

Re: I'm unable to log in to my Iphone6 - showing Offline

WickedBoston — Fri, 16 Mar 2018 03:30:36 GMT

Having same issue today.... I have IPhone 7 Plus and it’s showing everything including base station as offline. I spent over an hour on two separate calls today with their lovely support in India.... I rebooted my modem and base station myself. With no luck. They made me check the version of IOS and the arlo app which was the latest then told me to delete and reinstall. Then Logged in from computer and tried two separate browsers and cleared cache. Still no luck. At one point they even asked for my password. Definitely wasn’t doing that.... they wouldn’t provide any information to me but told me they would get back to me in 24-48 hours with more information. Pretty disappointed in the amount of time wasted today.

Re: I'm unable to log in to my Iphone6 - showing Offline

brh — Fri, 16 Mar 2018 03:43:27 GMT

@WickedBoston

If the three lights on the base station are all green, you are not offline. It appears that some iphones are reporting falsely. I am not sure if there are certain areas that aren't working yet, but my iPhone 6 is working fine in North Carolina.

Let's start with the browsers you tried. This morning I went into Google Chrome and deleted my entire browsing history which included cookies. That worked for me. Since I don't normally use Microsoft Edge or Firefox, I opened them and of course I had no browsing history to delete,so they worked fine, but I had to install Flash to see Live View..

Are you willing to try to delete your entire browsing history?

Brian

Re: I'm unable to log in to my Iphone6 - showing Offline

brh — Fri, 16 Mar 2018 03:45:16 GMT

@WickedBoston

When you say you reboted the system, did you just turn off the power to the base station or did you do a factory reset witha paper clip?

Brian

Re: I'm unable to log in to my Iphone6 - showing Offline

WickedBoston — Fri, 16 Mar 2018 03:51:01 GMT

I have all 3 lights showing and I never use my browser so I didn’t have any history. I cleared the history on IE and Firefox and was able to see camera for brief moment then they all went back to being offline. I always use my phone and like the notifications if someone is on my property I can easily check it. I just want my phone to work with the application..