topic Re: My 3 H10 Cameraes are offline and my 2 H11 cameraes is working in Arlo Pro

My 3 H10 Cameraes are offline and my 2 H11 cameraes is working

deikrogh — Mon, 19 Aug 2024 13:06:50 GMT

I checked all cameraes the morning when I went on vacation and all was ok, in the afternoon I activated the system and saw that all 5 cameraes had the message "offline" in the App. My friend tried to restart/disconnect the system without success - status was that the base station light was blue, but still offline message for the cameraes in the App.

2 days later the 2 old H11 start working but still not the 3 H10's - strange!

When I pass the H10 cameraes I can see the red blinking shortly - but no registration on the App.

Does anyone have an idea of how to solve the problem ?

Re: My 3 H10 Cameraes are offline and my 2 H11 cameraes is working

BrookeN — Wed, 21 Aug 2024 15:13:29 GMT

I do see the three cameras offline. Can you please reset one of the cameras and try to re-add it and see if it sets them back online.

Re: My 3 H10 Cameraes are offline and my 2 H11 cameraes is working

deikrogh — Wed, 21 Aug 2024 16:38:51 GMT

Thank you for the answer.

I have disconnected/removed it from the App, then I've tried to reinstall it ( install new unit ) and it tells that it can't find it - I also tried manually.

It also tells that the firmware of the HUB is updated, so it seems to be a problem with newer cameraes.

Re: My 3 H10 Cameraes are offline and my 2 H11 cameraes is working

deikrogh — Wed, 21 Aug 2024 16:42:55 GMT

I've also tried to contact ARLO Europe by phone, but it tells that it's not possible to contact them by phone any longer.

It's strange that you can't get support by phone any longer, in my opinion it's much easier to solve problems that way instead of writing - I don't think it's good for their reputation !

Re: My 3 H10 Cameraes are offline and my 2 H11 cameraes is working

BrookeN — Wed, 21 Aug 2024 16:48:29 GMT

I have reached out to support and let them know the concerns you have posted here. They will be reaching out to you as soon as possible.

Re: My 3 H10 Cameraes are offline and my 2 H11 cameraes is working

deikrogh — Wed, 21 Aug 2024 16:59:45 GMT

Great, thank you 🙂

Re: My 3 H10 Cameraes are offline and my 2 H11 cameraes is working

deikrogh — Fri, 23 Aug 2024 09:49:57 GMT

The problem is solved. I've took out the battery of the fixture and replaced it, and then made a reinstallation after moving the 3 cameraes from the App. They have nearly used all the battery - I guess they have used power to reconnect several times.

I've asked support if they have an explanation of the problem and why the 2 old cameraes reconnected by themselves, but not the 3 Pro 3's.

Re: My 3 H10 Cameraes are offline and my 2 H11 cameraes is working

deikrogh — Thu, 19 Sep 2024 09:05:03 GMT

After re installing the cameraes, it's not possible any longer to access motion detection - only the sensivity.

Before it was possible to deselct e.g. Pet motion - it was excellent when you were on vacation and didn't get a message everytime a cat was entering into the area.

Why can't I see it anymore ?

Re: My 3 H10 Cameraes are offline and my 2 H11 cameraes is working

StephenB — Thu, 19 Sep 2024 12:42:27 GMT

@deikrogh wrote:

After re installing the cameraes, it's not possible any longer to access motion detection - only the sensivity.

Before it was possible to deselct e.g. Pet motion - it was excellent when you were on vacation and didn't get a message everytime a cat was entering into the area.

Why can't I see it anymore ?

Do you see "Library" in your app menu?

Or do you see "Feed" and "Dashboard" instead?

Re: My 3 H10 Cameraes are offline and my 2 H11 cameraes is working

deikrogh — Thu, 19 Sep 2024 13:21:29 GMT

Yes, I see Library.

Re: My 3 H10 Cameraes are offline and my 2 H11 cameraes is working

StephenB — Thu, 19 Sep 2024 13:28:39 GMT

@deikrogh wrote:

Yes, I see Library.

Are you looking here

Launch the Arlo Secure App or log in to your Arlo account at my.arlo.com.
Tap or click Settings.
Under Arlo Secure, tap or click Smart Notifications.
Select a camera for which you want to receive Arlo notifications.

Re: My 3 H10 Cameraes are offline and my 2 H11 cameraes is working

deikrogh — Thu, 19 Sep 2024 14:54:43 GMT

Thank you, it works.