topic Re: Cameras Offline in Arlo Pro 2

Cameras Offline

Rachel147 — Tue, 18 Dec 2018 13:58:03 GMT

Hi,

We have 5 cameras connected to the base station and they keep going offline intermittently. We are unable to get these back online, so have to wait it out (sometimes hours at a time).

We have only had the system a few weeks and may have to return it if we are unable to solve the issue.

Also, to note, we are only at 5% of range. Signal is good as you can see when they work.

Any help or advice would be greatly appreaciated.

Thanks

Re: Cameras Offline

TomMac — Tue, 18 Dec 2018 14:08:27 GMT

Max range tho listed as 300ft is not in the real world of walls,signal obstructions, etc.

Depending on what your home is built of, the range could be as low as 20 ft.

What do the signal bars icons show on the main live view screen ?

It may be interference at the location if the same cameras are going out.

( but don't really understand the part "We are unable to get these back online, so have to wait it out (sometimes hours at a time)." ... do they come back on their own or do you have to reset them?? )

Re: Cameras Offline

AncientGeek — Tue, 18 Dec 2018 14:24:42 GMT

@Rachel147 wrote:

Hi,

We have 5 cameras connected to the base station and they keep going offline intermittently. We are unable to get these back online, so have to wait it out (sometimes hours at a time).

We have only had the system a few weeks and may have to return it if we are unable to solve the issue.

Also, to note, we are only at 5% of range. Signal is good as you can see when they work.

Any help or advice would be greatly appreaciated.

Thanks

Also, are all 5 cameras going off line at the same time or do they each randomly go off line asynchronously to each other?

Re: Cameras Offline

rachel141 — Tue, 18 Dec 2018 20:25:08 GMT

Yes all 5 go off at the same time. Only two green lights on the base station when the cameras are offline. Full signal when they are working correct. i have tried swapping cameras and batteries, resetting base station, resync cameras etc vut it still occurs. Short of getting a refund im all out of ideas

Re: Cameras Offline

rachel141 — Tue, 18 Dec 2018 20:36:41 GMT

They suddenly work on their own, no amount of on/off or resyncing does any good. The furthest camera is maybe only 3.5m from the base station with full signal even though it is located outside (wire free)

Re: Cameras Offline

AncientGeek — Tue, 18 Dec 2018 20:39:23 GMT

@rachel141 wrote:
Yes all 5 go off at the same time. Only two green lights on the base station when the cameras are offline. Full signal when they are working correct. i have tried swapping cameras and batteries, resetting base station, resync cameras etc vut it still occurs. Short of getting a refund im all out of ideas

Is the dark LED the one that indicates "no cameras detected" when off?

https://kb.arlo.com/000039100/What-do-the-LEDs-on-my-Arlo-or-Arlo-Pro-base-station-mean

Do you have a WiFi signal measurement app on your laptop or phone? It would be interesting to see what type of signal you are seeing from various sources when the cameras are off-line. Is there any signal from the base unit? Are there signals from other wireless sources that are not also present (or as strong) when the cameras are operating properly?

It seems likely that either the base station is not providing WiFi signal or there is interference with the base station signal from another source.

Re: Cameras Offline

rachel141 — Tue, 18 Dec 2018 20:58:54 GMT

Yes the third light to show no camera detected. Downloaded an app for wifi signal there now, will use it of the cameras go offline tonight

Re: Cameras Offline

AncientGeek — Tue, 18 Dec 2018 21:22:36 GMT

@rachel141 wrote:
Yes the third light to show no camera detected. Downloaded an app for wifi signal there now, will use it of the cameras go offline tonight

Be sure to run a set of baseline measurements now while the cameras are working, so you can compare the two situations as completely as possible. SSIDs, channels and signal strength on those channels around the base station and at least one of the cameras.

Re: Cameras Offline

rachel141 — Tue, 18 Dec 2018 23:20:00 GMT

Happening again, every night around this time. Wifi signal and speed is exactly the same as earlier. Randomly we have 3 of the 5 working, usually its all or nothing.

Re: Cameras Offline

jguerdat — Tue, 18 Dec 2018 23:27:22 GMT

What else is going on in your network at the time it isn't working? I wonder if the router has an issue with lots of load. Have you rebooted the router?