topic Re: Base Statiuon OFFLINE in Arlo Pro

Base Statiuon OFFLINE

unlimitedsounds — Mon, 21 May 2018 01:35:17 GMT

My base station (Arlo Pro) is reporting OFFLINE. I called support and they are telling me there is an issue with the new firmware and my base station did not get it and now I have to gather all my cameras and reset everything. Is this really the case? My cameras are mounted around my house and will require a lader to get them down to reset. I am waitging for level 2 support and hopefully they can help so I dont have to reset and start everything all over. I do not understand how ARLO could have messed up the system like this.

Any advice would be helpful....

Re: Base Statiuon OFFLINE

TomMac — Mon, 21 May 2018 12:15:09 GMT

Netgear can look at the logs in your base unit.... if they have said it did not get a FW update, then they are prob right.

Not much to do but reset as mentioned... BTW, sometimes low data thruput can cause the failure of an update.

Re: Base Statiuon OFFLINE

unlimitedsounds — Mon, 21 May 2018 12:17:25 GMT

I dont think they can tell me that. When I called, they told me my symptoms COULD mean I didnt get the firmware. I wanted to talk to level 2 support, who never called me back, despite them saying they would, to be 100% sure this would be the fix, since I would need to get a ladder to access all the cameras... Can I pair them from where they are hung now without having to bring them to the base station?

Re: Base Statiuon OFFLINE

TomMac — Mon, 21 May 2018 13:28:24 GMT

If the base has been offline for a while ( unknown time length ) the cameras stop pinging the base and go offline.

If this happen there is not much to do but re-sync the cameras after the base comes back. It sometimes can be done where they are, with pulling and replacing batteries ( if in good shape ) I have been able to auto sync the cameras back at a good distance ( usu if full strength signal )

2 things;

1st; if the base internet led is amber BUT the cam led is green , this usu means it's the far end ( not you ) and the cameras will stay synced

2nd, when the cams loose sync they seems to lose battery power faster than normal as they aren't connected . So don't be surpized if the batteries are low ( depends on how long of course )

Re: Base Statiuon OFFLINE

unlimitedsounds — Mon, 21 May 2018 13:33:07 GMT

The camera LED on the base station is solid green and my USB hard drive is recording. its only the MIDDLE "network/internet" LED that is either GREEN as it should be or AMBER. BUT I cant add back the base station after support telling me to remove it because it was "offline"