topic Re: All lights green but base station is offline in Arlo Pro

All lights green but base station is offline

trassel — Tue, 15 Oct 2019 05:59:16 GMT

I've followed this article:
https://kb.arlo.com/996/My-Arlo-SmartHub-or-base-station-is-offline-how-can-I-troubleshoot-it

All lights are green
Base station is offline in both the app and on the web
I can see it being given an IP address by DHCP server upon restart. I can ping the IP. All other devices online are functional.

Any ideas?

Re: All lights green but base station is offline

StephenB — Tue, 15 Oct 2019 14:29:27 GMT

I suspect there isn't much more you can do. Have you tried contacting support? https://www.arlo.com/en-us/support/contact.aspx

Re: All lights green but base station is offline

trassel — Thu, 17 Oct 2019 06:16:19 GMT

I have, yes, but wasn't able to get through. The Live Chat says it's online but I get an error message (doesn't matter which browser I use) when trying to use it, and when I call I get an automated voice message stating that they have technical difficulties and my call cannot be answered.

Oh well. It is odd that within Apple Homekit I can still have some communication with the cameras. Watch live streams, hear sound, etc.

Re: All lights green but base station is offline

trassel — Thu, 17 Oct 2019 08:43:06 GMT

For the next person that comes along:

I called the Arlo Support and they had me remove the Base Station from the Arlo app, and then re-add it. Afterwards I had to re-sync my cameras and re-add them to Homekit.

They could/would not provide any insights or comments as to why it happened. They did make the remark that I should provide the Base Station with a static IP which I now have (DHCP with reservation based on MAC address) but honestly, it was up and running the whole time; I could ping the Base Station and could connect to the cameras via Homekit so I do not think the DHCP lease was the issue.