topic Re: Smarthub offline after extensive troubleshooting in Arlo Pro

Troubleshooting

jandmmichels — Tue, 21 Mar 2023 22:21:06 GMT

My Arlo has been offline for a couple of hours. I have internet and the cameras were working fine before that.

Hello. My app indicates both base stations are offline yet I continue to receive motion updates

Jcoe — Tue, 21 Mar 2023 22:22:33 GMT

Hello. My phone app shows both base stations are offline yet my email continues to send real time motion alerts. I have two separate internet providers and have deleted and re opened the phone app. In addition I have disconnected the base and re started it. App still shows both base stations offline. Any advice out there? Thanks in advance

Re: Hello. My app indicates both base stations are offline yet I continue to receive motion updates

nebj00la — Tue, 21 Mar 2023 22:25:42 GMT

There appears to be an Arlo outage, as I have the same problem. The cameras show up in HomeKit, so it's not a problem with the cameras.

Re: Troubleshooting

nebj00la — Tue, 21 Mar 2023 22:26:13 GMT

There appears to be an Arlo outage, as I have the same problem. The cameras show up in HomeKit, so it's not a problem with the cameras.

Re: Hello. My app indicates both base stations are offline yet I continue to receive motion updates

Glenda123 — Tue, 21 Mar 2023 22:27:51 GMT

I am having the exact same isuue

Arlo Pro2 No Live View

Lilac — Tue, 21 Mar 2023 22:30:06 GMT

All of a sudden my cameras no longer have live view. Says my cameras are offline but they are still recording, still getting notifications. All icons in the APP are greyed out except wifi. My internet is working. Base station all connected. Could they have somehow become unsynced?

When I do the "check system dtatus", it says all is good.

App says offline

Ajdnh — Tue, 21 Mar 2023 22:31:01 GMT

This seems to have been an issue in 2017. My app says cameras appear offline. The three lights on the base are green and the cameras still record but I can’t see the battery status or access live view. The posts from 2017 seem to think it was a netgear issue back then and says resolved but there doesn’t actually give a solution. Could this be a netgear issue again? Thanks.

Re: Hello. My app indicates both base stations are offline yet I continue to receive motion updates

DeArlo — Tue, 21 Mar 2023 22:33:48 GMT

Same here. Thank goodness it’s not just my system. No more thumbnails, just an offline message with updated recordings. The arlo status says,”live streaming” is “all good,“ but that is not the case.

In app( iOS and android) arlo base cameras reported as offline

TMF — Tue, 21 Mar 2023 22:33:56 GMT

Even though camera and base all connect to wifi/ network just fine app reports as all offline and won’t livestream. Cameras still saving to Library with motion activation despite no live access to them. Base and home network router have been rebooted and all are connected and working despite app reporting as offline.

USA

Tray502 — Tue, 21 Mar 2023 22:41:45 GMT

I updated my app and now I can’t see live feeds on any of my cameras. It says the base station is off-line and I have reset it and it is definitely online. It is still showing active recordings in my feed. It just won’t let me look at anything live.
HELP!!!!

Re: Arlo Pro2 No Live View

Airrick — Tue, 21 Mar 2023 23:20:48 GMT

Same exact issue. FWIW - Mine went offline when I clicked the “Arm All Devices” button ~5PM EST). The new s/w release likely has more bugs or their servers are down. All par for the course with Arlo.

Re: Hello. My app indicates both base stations are offline yet I continue to receive motion updates

Jomo4 — Tue, 21 Mar 2023 23:08:38 GMT

Same issue here. Base station offline, I restarted and reset before I saw this thread.
Is there any update ? Has anything come back on line for those who lost service this afternoon?

Re: Troubleshooting

jandmmichels — Tue, 21 Mar 2023 23:10:04 GMT

The base shows it has good internet connection. The cameras are recording because when I start the app, it shows image of recording like it always does. Then the app is trying to access cameras, I get the never ending circle for each camera followed by "your device appears to be offline" error message.

So I figured the problem has to be on Arlo's end...either in the app or server.

Re: Hello. My app indicates both base stations are offline yet I continue to receive motion updates

lak7425 — Tue, 21 Mar 2023 23:15:40 GMT

Same here

Re: Arlo Pro2 No Live View

Djwil — Tue, 21 Mar 2023 23:19:15 GMT

Same here. Updated software on iPhone and now it says all offline. Although my base station shows positive green lights.

Arlo base station VMB4000 offline

ArlouserMA — Tue, 21 Mar 2023 23:31:27 GMT

Hello community and Arlo support,

My Arlo base station VMB4000 went offline today out of the blue. The cameras are connected, the internet is connected and all three led's are green. However, my app is not able to find it as it shows it as offline. Somehow, the camera is still picking up and my library gets updated with new feed when there is motion. I cannot live view any camera. I followed some of the user's who had same issues to recover via [1] a hard reset via holding the reset button 30 seconds and then another soft reset after holding the reset for 10 seconds [2] then removed and re-added the base station on the app. The app is then able to find the base station, but during the process fails to find any firmware updates. I select "try again later" and proceed and when I try to add the cameras back, the app says that "Your base station is off-line". Currently my power and internet LEDs are green. But the camera LED is blank as all previous configuration has been removed with hard reset. Please help recover.

Re: Troubleshooting

CorNotch — Tue, 21 Mar 2023 23:36:37 GMT

the status.arlo.com website that is suppose to inform us Alro users of an issue is crap. What is the point of having the status site when their tech team is hours behind posting an update. Cameras have been offline since 4:30pm eastern time and their status.arlo.com says everything is all good. Arlo, you guys need to step it up on your back end to compete with your competitors. Simple things like good communication to your users goes along way.

Re: Troubleshooting

CorNotch — Tue, 21 Mar 2023 23:37:32 GMT

So much for status.arlo.com keeping us updated. Says no issues for hours now when there clearly is.

Smarthub offline after extensive troubleshooting

Luga — Tue, 21 Mar 2023 23:39:20 GMT

Hello all, SmartHub is offline. I have troubleshooted and done everything possible but base station continues offline.

is anyone else having the same issue?

Re: Arlo base station VMB4000 offline

lonniemcb — Tue, 21 Mar 2023 23:41:00 GMT

I am having the same issue. I do not get a "Restart" option, only the "Remove" option.