topic Re: Cameras off line in Arlo Pro

Cameras off line

racingcircuits — Sat, 28 Mar 2020 10:54:17 GMT

I keep having an issue with my arlo cameras, where I check the feed and they are offline. Very concerned as they are down approx 50% of the time I check. The base station is always online, so I know the internet connection is good. I’ve tried all the suggestions and troubleshooting, but they seem to just come back by themselves.
Any advice would be appreciated as at the moment they are less than useless

Re: Cameras off line

StephenB — Sat, 28 Mar 2020 12:22:24 GMT

@racingcircuits wrote:
I keep having an issue with my arlo cameras, where I check the feed and they are offline. Very concerned as they are down approx 50% of the time I check. The base station is always online, so I know the internet connection is good. I’ve tried all the suggestions and troubleshooting, but they seem to just come back by themselves.

This sounds like a problem on the camera->base link.

What signal strength are you seeing?

If the base station is right next to your router, try moving it further away (as far as the ethernet cable will reach).

Re: Cameras off line

racingcircuits — Sat, 28 Mar 2020 12:32:39 GMT

I can’t say on signal strength as they are currently down again. The router is approx 10 feet away from the base. The base is on the top of an office. This is in an open workshop, so there are no obstacles between the cameras and the base. Cameras are approx 15 feet away from the base. There are 3 cameras on the system, and when 1 goes down they are all down. They either all work, or none work,

Re: Cameras off line

jguerdat — Sat, 28 Mar 2020 13:10:52 GMT

Try removing the cameras from Settings, My Devices and resync them.

Re: Cameras off line

racingcircuits — Sat, 28 Mar 2020 13:23:20 GMT

That will work, but I can’t keep doing that the time 🤷‍♂️
It also take ages to get to pair

Re: Cameras off line

racingcircuits — Sat, 28 Mar 2020 13:36:39 GMT

I’ve paired the cameras back up, and they all have full signal

Re: Cameras off line

racingcircuits — Sat, 28 Mar 2020 14:01:33 GMT

Left the workshop, 10 minute drive home, now offline again!

Re: Cameras off line

racingcircuits — Sat, 28 Mar 2020 14:04:31 GMT

10 minutes later

Re: Cameras off line

jguerdat — Sun, 29 Mar 2020 14:09:53 GMT

I've had occasional issues like this but not as frequent as you seem to have. When this happens to me I force close the app and re-open it. That always gets me the cameras properly. Have you tried that?

Re: Cameras off line

StephenB — Wed, 01 Apr 2020 12:11:36 GMT

@racingcircuits wrote:
There are 3 cameras on the system, and when 1 goes down they are all down. They either all work, or none work,

This suggests that the issue is with your base station. The next time it fails, can you check the base LED status and tell us what it is? https://kb.arlo.com/000039100/What-do-the-LEDs-on-my-Arlo-SmartHub-or-base-station-mean

FWIW, I have one base that tends to go off-line after a firmware update. The fastest way to resolve it is to

remove it from the account
power cycle it
add it back

The cloud remembers the cameras, and I don't need to resync them - just re-add them to the base.

It is a nuisance, and I wish it were fixed.

Re: Cameras off line

racingcircuits — Thu, 02 Apr 2020 18:23:51 GMT

Thanks for the reply @StephenB
When the cameras are showing offline the Internet is solid green, whilst the camera led shows no led.

I’ve reset the base quite a few times, following the procedure you’ve outlined. When it comes back it’s almost as a virgin unit, so parameters have to be reset, cameras re-linked

That’s his I e

Re: Cameras off line

ShayneS — Fri, 03 Apr 2020 19:08:22 GMT

Please contact the Support Team to further investigate this issue. You will find several options for contacting support in the provided link. Arlo Tech Support

Re: Cameras off line

racingcircuits — Sun, 05 Apr 2020 08:14:14 GMT

Thanks for the reply, I’ve spoken to Tech who are looking into it for me.Cheers