topic Re: Cameras Offline in Arlo Pro 2

Getting "This Arlo Device is offline" message after updating app. Tried troubleshooting options.

Jolo11 — Thu, 07 Nov 2019 16:15:10 GMT

Keep getting THIS ARLO DEVICE IS OFFLINE. Since updating the app, we keep having this issue. Very frustrating and seems pointless having cameras at all.

Have followed all the trouble shoot options, yet it goes back to offline status the next day.

Re: Cameras Offline

yellow_flash — Wed, 06 Nov 2019 22:23:19 GMT

I'm also having the same problem. A temporary "workaround" is to restart the base station. Keep in mind that by doing so, all recordings from the time you receive the "motion detected on X" recordings will not be uploaded the cloud storage.

This is unacceptable and is becoming super tedious.

Re: Cameras Offline

Jolo11 — Wed, 06 Nov 2019 22:28:59 GMT

Hi,

Thank you, we have tried this also. If someone is home - the app automatically starts working again, but when no one is home, we all get the offline status.

Re: Cameras Offline

StephenB — Thu, 07 Nov 2019 13:09:34 GMT

@Jolo11 wrote:

Thank you, we have tried this also. If someone is home - the app automatically starts working again, but when no one is home, we all get the offline status.

This is one area where it's important to distinguish the app from the rest of the system. The path for video recording runs from the camera->base->cloud, not through the app. If the base or camera goes off-line, that is a problem somewhere along that path. The app not reaching the cloud is quite different.

Restarting the base can workaround an issue with the camera->base->cloud path, but it can't/won't resolve an issue with the app. And if there is something wrong with the base->cloud path, you can't restart the base from the app or web client.

If the app always works when you are home, but never when you are away, then that suggests an issue with the app itself or the mobile device. It'd be helpful to know what device (Android or iOS), what version of the operating system and app you are using, and perhaps your mobile carrier.

If you have access to a PC when away, you could also use the web interface to my.arlo.com, and see if that is also offline.