topic Arlo servers down in Arlo Pro

Arlo servers down

alexghr — Mon, 06 May 2024 10:25:56 GMT

Arlo servers down. All cameras disappear from app and appear from

time to time. Recording database not accesible, unable to on and off any regiatered device.

Database service down

Bubblyfox — Mon, 06 May 2024 10:19:14 GMT

My app says we are sorry the database service is currently down. Please try again. Why is the arlo database down ? I pay for a subscription I’m currently unable to use / access.

Re: Arlo servers down

jguerdat — Mon, 06 May 2024 12:33:27 GMT

Did you determine down servers by checking https://status.arlo.com/ ? Looking there I see an issue in Europe but not shown anywhere else.

Re: Database service down

jguerdat — Mon, 06 May 2024 12:34:58 GMT

Check https://status.arlo.com/ where I see an issue with Europe.

Re: Arlo servers down

Bing1974 — Mon, 06 May 2024 13:10:59 GMT

has this been fixed yet? I tried reset, on/off, nothing works. After resetting, the app cannot find the cameras.

Re: Arlo servers down

JamesC — Mon, 06 May 2024 18:35:34 GMT

This should now be resolved. For more information, see here https://status.arlo.com/

JamesC

Re: Arlo servers down

Bing1974 — Mon, 06 May 2024 18:43:10 GMT

No, it's still like this. I'm in the UK, surry. This morning when the cameras were offline, i went through all the trouble shooting suggested and performed reset at the end. But after that, the arlo app cannot find any of the device, base station, smart hub and cameras. Please can you check? I have been trying to connect them all day, just get 'No Arlo device found.'

Re: Arlo servers down

JamesC — Mon, 06 May 2024 18:49:16 GMT

Bing1974,

Depending on the reset you've done, you may need to remove the cameras entirely from the account and then be sure they are fully charged and complete a factory reset using the following instructions (for your model): https://kb.arlo.com/000062880/How-do-I-factory-reset-and-re-sync-my-Arlo-camera-Arlo-Secure-4-0

After the reset is complete, attempt to add them back to your account as if they were new.

If you're still experiencing an issue, I encourage you to reach out to the support team using the Arlo app under Settings > Support to open a ticket.

JamesC

Re: Arlo servers down

Bing1974 — Mon, 06 May 2024 18:53:29 GMT

Thank you for getting back to me. Yes. I have removed the cameras, as well as the hub and tried to add back as they are new. We have been using Arlo since 2015 and on different generation cameras and hubs, nothing like this happened before, really strange. I tried on different device and on different account, nothing works.

Re: Arlo servers down

Bing1974 — Mon, 06 May 2024 18:55:15 GMT

And I can't open a ticket, because 'there's no devices are associated with this arlo account'!

Any suggestion?

Re: Arlo servers down

TetrisKeyring — Mon, 06 May 2024 19:50:59 GMT

This isn’t resolved.

Of my 3 cameras, one remains offline and won’t come back online. One won’t detected any motion and the history now only shows snapshots (video records gone).

Also, it keeps coming up with a “You’ve tried to use premium features. Check your subscription”. I have a full Arlo Security subscription

Re: Arlo servers down

JamesC — Mon, 06 May 2024 20:41:10 GMT

Bing1974,

Were you able to successfully perform a factory reset on the base station as described here: https://kb.arlo.com/1057976/How-can-I-reset-my-Arlo-SmartHub-or-base-station-to-the-default-values#:~:text=Use%20a%20pen%20or%20straightened,or%20Base%20Station%20flashes%20amber.

What is the LED behavior on the base?

JamesC

Re: Arlo servers down

Bing1974 — Mon, 06 May 2024 21:50:24 GMT

Thank you James

I followed your instruction to reset the cameras by pressing the sync button for more than 15 seconds. I did the same to the smart hub, pressing the reset button and the sync botton for longer. Something must have worked as the hub suddenly connected to the app. All back to normal now, thanks.