topic Re: Base station says offline, but still getting alerts and videos. How do I fix it? in Arlo Pro

Base station says offline, but still getting alerts and videos. How do I fix it?

daddydg — Thu, 18 Jul 2024 04:51:55 GMT

My base station and camera are showing offline on the app and website, but I'm still getting real time alerts and videos. I can't control the base station or cameras or get live stream.

What's wrong and how do I fix it?

Re: Base station says offline, but still getting alerts and videos. How do I fix it?

DannyBearAgain — Thu, 18 Jul 2024 05:48:46 GMT

This has been a common complaint going back months on the forum.

The arlo moderation team can perform a backend sync to resolve.

tag @ShayneS , @JamesC, @BrookeN

Re: Base station says offline, but still getting alerts and videos. How do I fix it?

daddydg — Thu, 18 Jul 2024 06:08:29 GMT

Thanks. I’d seen people with similar issues in prior threads but no definitive solution.

i hope someone from Arlo offers to help me.

Re: Base station says offline, but still getting alerts and videos. How do I fix it?

DannyBearAgain — Thu, 18 Jul 2024 06:25:36 GMT

When I suffer the dreaded offline condition, usually after a base station firmware update. I power cycle the base station and wait half an hour for the arlo servers to allow the equipment to reconnect.

Re: Base station says offline, but still getting alerts and videos. How do I fix it?

jguerdat — Thu, 18 Jul 2024 11:29:07 GMT

Just a note, the backend sync is generally for those whose cameras are not recording. The OP states he is getting alerts and recordings so the sync may not be the fix.

Rebooting the base may help but I'd also try other phones as well as the web client (my.arlo.com) on a computer browser to see if the issue is consistent.

Re: Base station says offline, but still getting alerts and videos. How do I fix it?

daddydg — Thu, 18 Jul 2024 14:27:26 GMT

The base station and cameras are showing offline on my wife’s phone and on the web client.

I’ll try rebooting the base station but am open to any other thoughts in the meantime.

Re: Base station says offline, but still getting alerts and videos. How do I fix it?

ShayneS — Fri, 19 Jul 2024 20:49:46 GMT

@daddydg

The devices appear online for you and offline for your shared access account?

Re: Base station says offline, but still getting alerts and videos. How do I fix it?

daddydg — Thu, 25 Jul 2024 09:27:35 GMT

I power off the base station then restarted it and my problem is solved. Thanks for all the suggestions.