topic Re: Arlo Base Station Offline in Arlo Pro 2

Arlo Base Station Offline

jphillips3 — Thu, 25 Oct 2018 14:29:37 GMT

I was awoke last night to find intruders in my yard at 3:45am.

When I attempted to look at my Arlo Pro 2 camera's, to learn they were Offline.

It turns out my Arlo BaseStation was offline.

- I power cycled the base station 2 times, and even removed the network cable in between but the base station never came back online.

- All other internet device in my house were properly functioning.

- Along with my Base Station, there are 2 other hubs connected directly to my router and on the same power source.

- All devices other than the base station were functioning properly with the internet.

When I went to bed last night, the device was working, as I had a recording of me at 10:45pm, and when I awoke at 7am all the cameras were available and online again. ( I gave up playing in the middle of the night after 45 minutes)

So far, a chat session with support, the only suggestion I was given was Reboot my network router and see if the issue happens again.

- This is by far the WORST EXAMPLE of customer service i've had in quite some time.

- I was told there are no log files to look at to determine if/when this is happening.

Just sit and wait.. and hope that the next time I truly need the cameras that they are working.

Please ANYBODY have any suggestions on what I can do/look at to find out if I have an issue and how to go about resolving it?

Thank you

Re: Arlo Base Station Offline

TomMac — Thu, 25 Oct 2018 14:58:17 GMT

First if you running on a schedule, I would check that out and verify all settings are correct...

As to the cameras being out, it could be anywhere in the chain from you to the far end servers ( since they were fine at 10pm and then in the am , Im thinking its your service or the servers )

First thing to always look at is the LEDs on the base front... which ones are on help determine what went wrong.

Also if you have a Pro or Pro2 base, I would make sure a speed stick is used in the usb backup port... if the cams are armed AND then the internet goes out , you will still have recording there.

Hope this helps.

Re: Arlo Base Station Offline

jphillips3 — Thu, 25 Oct 2018 15:02:54 GMT

Tom,

1. Thank you for the suggestions, I will be putting a USB stick in the base this evening..

2. I am not running on a schedule

3. The Base itself was offline.. so in turn the cameras were unavalable.

- The lights on the Base were Amber Green Amber

Again, thank you

Re: Arlo Base Station Offline

TomMac — Thu, 25 Oct 2018 15:30:54 GMT

@jphillips3 wrote:

- The lights on the Base were Amber Green Amber

Ok, that is strange... from the lights your saying the internet was ON ,

but the base should ONLY show AMBER Power if it's rebooting ( or unclaimed )

It still doesn't sound like your end unless the base is going defective or maybe a sw update... Keep an eye on it.

EDIT... sounds like https://community.arlo.com/t5/Firmware-Release-Notes/Arlo-Base-Station-VMB3010-VMB4000-1-12-0-0-27099-25th-October/m-p/1644707

Re: Arlo Base Station Offline

jphillips3 — Thu, 25 Oct 2018 15:40:44 GMT

Thank you again..

Just checked the Base station, and I'm already on that version of firmware.

I just don't like the sit and wait for it to happen again solution...

Is there any log files I can view?

Re: Arlo Base Station Offline

TomMac — Thu, 25 Oct 2018 16:07:57 GMT

ps.. BTW, an update usu happens at 2 - 4 am

Re: Arlo Base Station Offline

jphillips3 — Thu, 25 Oct 2018 16:09:39 GMT

As an IT professional, I find it very difficult to understand that there are no log files or any type of logs showing when my device reconnected to the Arlo servers.

Re: Arlo Base Station Offline

TomMac — Thu, 25 Oct 2018 17:18:00 GMT

PS... yes there are some logs on your system at the far end... was thinking of user's end.

But, we have no access to the logs at the far end, you would have to contact Arlo support and see if they will assist you in gaining access to them.

Dont think you will gain much info from them...any info that was possible to get from base ( if any ) is also gone from a reboot.