topic Re: Arlo Pro iOS cameras offline, but online in browser in Arlo Pro 2

Arlo Pro iOS cameras offline, but online in browser

miche001 — Thu, 17 May 2018 22:14:11 GMT

My cameras randomly go offline in the Apple app, since the update to version 2.5.0 on May 4. They cameras work fine in the browser (Chrome, on a Mac). Have recharged all the batteries, rebooted the base station, moved the basestation around - no differerence. System has worked fine for over a year. Batteries are now all fully charged; signal strength is 2-3 bars (unchanged); router has been rebooted, and same for the base station and cameras. Seems to be an app problem - I notice is that it takes a second or two for the streaming video to load in the browser, and the app reports off ine status faster than that. Perhaps the app is returning an 'offline' report too soon? Any ideas?

Re: Arlo Pro iOS cameras offline, but online in browser

brh — Thu, 17 May 2018 22:32:15 GMT

@miche001

I would delete the app and re-install it.

Brian

Re: Arlo Pro iOS cameras offline, but online in browser

miche001 — Thu, 17 May 2018 22:45:10 GMT

thanks - tired that (deleted the app and reinstalled it) - problem is unchanged. Also logged in on a second ios device - no difference.

Re: Arlo Pro iOS cameras offline, but online in browser

brh — Thu, 17 May 2018 23:04:37 GMT

@miche001

Post a note to @JamesC and see if he has any ideas or can expedite your problem to the engineers. There seem to be a lot of problems with this update and he is actively sending these problems to the engineering dept. Support will probably have no idea as to how to solve this.

Brian

Re: Arlo Pro iOS cameras offline, but online in browser

miche001 — Thu, 17 May 2018 23:50:29 GMT

Thanks!

Re: Arlo Pro iOS cameras offline, but online in browser

JPC — Fri, 18 May 2018 01:21:01 GMT

@miche001

This is a delay issue... Prolly' coming from Server/App/firmware bug.. It's a matter of time they'll fix it.. If not, we're doomed..

Re: Arlo Pro iOS cameras offline, but online in browser

petethepaladin — Fri, 18 May 2018 03:08:04 GMT

Help. Since update a few days ago, I realized today that motion events are not being alerted to my phone at all! They showed up in history, but the iPhone app for Arlo had no alerts on the icon. Please fix this quickly!!!

Re: Arlo Pro iOS cameras offline, but online in browser

FridaCat — Sat, 19 May 2018 22:32:37 GMT

I seem to having the same issue (since the upgrade?) On my phone, Android Pixel 2 XL, it will randomly say the cameras are offline or the system is offline, but on the web interface on my PC, it appears fine. It also randomly says my cameras are offline, but I can turn on live viewing, and they work. It is happening even more frequently now since I tried to move one of my cameras and resync it. Then other cameras say they are offline when they are not. My motion detection also stopped working. I've rebooted my Arlo system, deleted-readded-resynced my camera, but still random offline.

Re: Arlo Pro iOS cameras offline, but online in browser

Steven_Jackson — Sun, 20 May 2018 19:38:27 GMT

I am seeing exactly the same thing.

iOS app shows *some* cameras as offline, while my Mac shows them as on-line.

Hopefully will be address in an update shortly.

Re: Arlo Pro iOS cameras offline, but online in browser

CalldripSupport — Tue, 29 May 2018 16:30:44 GMT

I am having the same exact issue that has been described. (05/29/2018)

Re: Arlo Pro iOS cameras offline, but online in browser

miche001 — Tue, 29 May 2018 16:56:06 GMT

Would add that I have swapped cameras, de-registered and swapped bases, and the problem persists. All 15 cameras work fine in browsers, 13/15 work fine in the app and its the same two on myiPhone and my Ipad apps (and yes, I've deleted and reinstalled both apps) Unfortunately, and for reasons I can not figure out, its two that are high priority!

Re: Arlo Pro iOS cameras offline, but online in browser

Hschorz — Tue, 31 Jul 2018 00:57:26 GMT

Re: Arlo Pro iOS cameras offline, but online in browser

Hschorz — Tue, 31 Jul 2018 00:59:43 GMT

Its amazing to me that they have not solved this problem since May 2018 or earlier. I have 13 cameras and pay for service and it’s not useable on my iPhone. I’d like to hear what netgears official response is!!!

Re: Arlo Pro iOS cameras offline, but online in browser

miche001 — Tue, 31 Jul 2018 03:03:04 GMT

I accidently found a sort of solution, when one of my three base stations went down. I temporarily reassigned all the cameras to the remaining two base stations (two cameras were barely in range), and the problem resolved. Added a third base station back for better coverage/conection, and the two cameras connected to the third station would show up online, but not connect in the ios app. Tried swapping base stations, and the problem continued. Took out the third base station and all was well again. Guess the app has a hard time with three base stations.

Re: Arlo Pro iOS cameras offline, but online in browser

Jason_aka_Jason — Fri, 24 Aug 2018 22:36:35 GMT

Having the same problem as others - filed a report about 7 days ago and it was said this is a "known" issue. States will not replace any cameras for warranty, provide any refund, as this is a "known" issue. So as end users, we are stuck until someone decides to recode the broken code causing this widespread issue. "Don't you worry" being the common stated words of reassurance as we leave gaps in our home monitoring systems. It is so unfortunate to see many people having such issues with an update and no customer relations have been set out to give a bulletin of heavily reported "known" issues or at least give some type of reply to the threads with "known" issue topics.

Re: Arlo Pro iOS cameras offline, but online in browser

bubdog — Sun, 26 Aug 2018 22:16:00 GMT

Yikes. I am having a lot of the same issues with my brand new Pro 2 four camera system. These issues have been around for 3 months and haven't even been acknowledged by Arlo?

Re: Arlo Pro iOS cameras offline, but online in browser

bsee — Tue, 09 Oct 2018 21:45:49 GMT

Well, I wish I knew this issue was so common. I would have bought the ring system. It looks like enough people are having this issue that Netgear is about to loose allot of business. I know I will be shipping mine back to Amzon this week, if they cannot fix within a day. Everyone involved should return theirs ASAP, if possible and then buy another one. Keep doing it until they get enough returns that they wake up.

Re: Arlo Pro iOS cameras offline, but online in browser

gstone007 — Tue, 09 Oct 2018 19:56:19 GMT

We have two base stations and four cameras. We frequently relocate cameras and swap bae stations. For the past few months we can never get all four camers to show as online on the iOS or Android app. The problem has worsened with recent Arlo update. Now only one or two cameras will appear as online at any one time and all four cameras constantly cycle between online and offline.

Wake up Netgear and fix the Arlo apps. We will not be buying any more Arlo products as a result of this and the many other neglected issues that have been reported.

Re: Arlo Pro iOS cameras offline, but online in browser

jguerdat — Wed, 10 Oct 2018 12:21:22 GMT

Have you tried a browser to see if it shows the same thing? If so, it may be fastest to reset the systems and start fresh. Something might be goofy in the configuration that would be cleared out.

Re: Arlo Pro iOS cameras offline, but online in browser

miche001 — Wed, 10 Oct 2018 12:45:25 GMT

Noted in the initial message - the browser app works fine, its the mobile app that has the problem. Since the injitial posting, have gotten a new iphone, done a fresh install of the Arlo mobile app, and have also reset and reinstalled the third base station, and reattached several cameras to it. No change in the outcome - several of the cameras attached to the third station, and occasional cameras attached to the other stations, will not connect via the mobile app, but do work fine with the browser. Seems to be an issue of latency - if the camera is slow to connect, the mobile app drops the connection, while the browser holds on longer, and does connect.