topic Re: Yet again "You are not connected to the internet" error at login Android in Arlo Pro 2

Base Station keeps going offline

ehouse11 — Wed, 28 Apr 2021 23:41:15 GMT

Just recently, within the last 2 weeks the base unit (in 2 separate locations) keeps going offline. Is there a system issue that is not being addressed??? This is really frustrating.

Receiving login error "You are not connected to the internet"

Boss281 — Fri, 08 Jan 2021 16:54:40 GMT

Here we go again: VMB4000r3, 4 Arlo Pro cameras, one Arlo Essentials Floodlight Camera, monthly subscription for the package.

A few days ago the app started asking me to login but I get the red banner at the top of the phone screen telling me I'm NOT connected to the internet. Great. Clear app cache, force stop, try again it works. For a day. Then it starts over again.

Of course, it works fine from the web interface.

Re: Yet again "You are not connected to the internet" error at login Android

ShayneS — Fri, 08 Jan 2021 16:54:03 GMT

Which version of the Arlo app are you using?

Re: Yet again "You are not connected to the internet" error at login Android

Boss281 — Fri, 08 Jan 2021 17:13:48 GMT

2.22.7_28285 12/18/2020

Re: Yet again "You are not connected to the internet" error at login Android

ShayneS — Mon, 11 Jan 2021 21:00:12 GMT

Thank you for the information. The Arlo development team is currently investigating this issue. We will provide an update as soon as we have more information to share with the community.

Re: Yet again "You are not connected to the internet" error at login Android

timlush — Tue, 12 Jan 2021 07:13:05 GMT

Similar issue which has own reported 24.12.2020 but as yet no resolution

Very frustrating that I have had limited functionality now for almost 3 weeks!

App states Base Station and All Camera Offline, but Camera still working via HomeKit

Rebooted, still the same issue

IOS App Version 2.22.6

Re: Yet again "You are not connected to the internet" error at login Android

Bah0482 — Mon, 25 Jan 2021 20:22:21 GMT

i am still having this issue as well. happens every morning when i leave the geofencing area. must force close and sign back in. they closed the other thread saying it was solved. it is not. and yes i have the latest version of the app

Arlo Android app message: "you are not connected to the internet". Cannot log in or see cameras.

anacares2 — Sat, 30 Jan 2021 18:03:27 GMT

Hi all, does anyone know if the error that recently has started in Arlo app can be fixed?
Error: You are not connected to the internet. Please check your connections.
I do have internet, mobile data, I am out of my house, so of course I am not connected to Wifi, Arlo app was selected to use mobile data for when wifi is not available. I am able to go in google, Instagram, facebook, etc...but Arlo just keep displaying this error.

I can go ahead and changed to always use mobile data....like even when I am on wifi, but I do not want that. I want the app to use wifi when is available and mobile data when wifi is not available, like many of the other apps on my phone do.
Why is this so hard for the Arlo app?
I have looked over support page, and honestly they don't have anything related to this issue. I have seen Arlo moderator on this subject saying go to Arlo support, but does not really help =(
Even Arlo customer service doesn't understand this error.
Any chance that there is an IT guru that is not part of Arlo, and can help in this matter honestly?

Re: Arlo Android app message: "you are not connected to the internet". Cannot log in or se

jguerdat — Sun, 31 Jan 2021 14:08:15 GMT

You're the first person I know of that has the issue with cell service - in the past, including for me, it's been seemingly a WiFi issue. What's fixed it for me has been to toggle WiFi off and back on so I guess that's a possibility. If that helps, I suppose the issue could be with the app getting connection info. However, there's nothing we can do other than to use the Contact Support link at the bottom here to raise awareness.

Re: Arlo Android app message: "you are not connected to the internet". Cannot log in or se

mpulkkinen — Wed, 03 Feb 2021 08:30:36 GMT

I'm having exatcly same issue for a while now. No matter if I use wlan or 4G, same error message always. it works for one time after reboot, then next time it always says that I'm not connected to internet, which is faulty error message, since I am connected to interbet and everything else works... This is a showstopper bug!!! So get your hands dirty and fix this asap!!!

Re: Receiving login error "You are not connected to the internet"

olegos76 — Wed, 03 Feb 2021 15:44:52 GMT

Same thing here. Pops up when connected on WiFi.

Version installed: 2.23_28305

Workaround:

Turn off Wifi (phone automatically switches to 4G)

Turn Wifi back on.

Re: Receiving login error "You are not connected to the internet"

mpulkkinen — Wed, 03 Feb 2021 16:11:14 GMT

Yeah, I had to log out before that workaround worked, nyt thanks for the tip

Re: Receiving login error "You are not connected to the internet"

Steven_Martin — Thu, 04 Feb 2021 03:14:33 GMT

Same thing here & it started in early January. I've started a CASE with ARLO & they have demanded a heap of things including "Place of purchase & receipt", on a unit I brought 3 years ago. Mind you, I've already established this years ago.

ARLO is fast becoming a joke here in the land down under & it's obvious the problem is ARLO'S with the number of users complaining.

Also the ZOOM & DRAG has also stopped in the last couple of days. Check that to my fellow ARLO users.

Here's the list of demands ARLO want before they will talk. -

------------------------------------------------------------------------------------------------------------------------
I would like to gather additional information so that we can proceed accordingly:

• What is the brand and model of the mobile device used to access the account?
• What is the operating system version of mobile device/tablet or iPad?
• What is the firmware version of the devices?
• What is the Arlo App version?
• What is the brand of the router or modem?
• Is the base station connected to the router/modem or an extender?
• What is the distance of the device from the router/modem?
• Is there any obstruction between the device and the router/modem?
• How many devices are connected to the network?
• Who is your ISP provider?
• What is your internet speed? (Upload and download)
1. Access http://www.speedtest.net/ by Ookla.
2. Click on GO or begin test.
3. Please indicate your upload and download speeds.
4. Kindly attach a screenshot.

Furthermore, please provide the following information for verification:

• Phone number associated to the Arlo account.
• Serial number of the affected device.
• Place (name of the store) and date of purchase.
• Shipping address (P.O box is not applicable).
• Proof of purchase. (Screenshot/photo of invoice or receipt).

------------------------------------------------------------------------------------------------------------------------

Re: Receiving login error "You are not connected to the internet"

mpulkkinen — Thu, 04 Feb 2021 05:17:08 GMT

Hah, that list is completely ridiculous and needless. I'm a software developer with 12 years of exp, dome mobile also, and only thing really needed is a logs from the device and short description of the problem. It that does not help, devs ask for more information or add additional logging and wait for it to happen again 😄

Re: Receiving login error "You are not connected to the internet"

Steven_Martin — Thu, 04 Feb 2021 08:05:50 GMT

Exactly my thoughts mpulkkinen.

Most people these days can either fix basic issues with computers or know a 14-year old kid down the road that can.

These problems with ARLO have been rising steadily over the past 16 months & it all started when ARLO dumped (if my memory serves me correct) flashplayer or something similar.

Like I've said on half a dozen threads, I've never had a problem with these camera's in the first 2 years of owning them. They were fantastic........but these Boat Anchors for the last 16 months or so have been problem after problem, after problem.

Arlo, you're either not paying your maintenance workers enough or they haven't got a clue.

We've paid good money in good faith so please either fix these problems permanently or I'll go find my receipts & you can refund my $2000......& I'll gladly walk away.

Re: Receiving login error "You are not connected to the internet"

ELEL — Sat, 06 Feb 2021 06:20:30 GMT

Having the same problem as described on this thread. Getting red banner message "You are not connected to the Internet. Please check your connection" at login screen. Problem started in January 2021. Reinstalled the app with the latest version: 2.23_28305. Rebooted the base station & phone, cleared cache, but nothing has helped. I've owned Arlo cameras for over 3 years, and haven't seen this problem in a while. Was hoping that Arlo would've resolved this issue quickly without me having to post a complaint, but here I am. It's been weeks and no security cameras. I've been in IT for over 25+ years, and if our service was down for this long, we'd be out of business. Seriously, perhaps filing a Class-Action Lawsuit would help things move along.

Re: Receiving login error "You are not connected to the internet"

Steven_Martin — Thu, 11 Feb 2021 02:54:36 GMT

For the last 3 days, the red banner message...."You are not connected to the Internet"....is still happening.

The reason I invested into these cameras is because they worked. That is not the case now as they are very unreliable. You can't rely on them for your life now.

Admin & those who are experiencing the same issues I'm finding the "Centre Green Light" on the base station constantly blink "in-time" & it doesn't matter what you do like - Reset the base or Reset the modern, it doesn't make a difference.

Due to the number of complaints, it appears the problem is not the consumers.

Can you please fix as it's now been over a month and nothing has changed. Not good enough.

Re: Receiving login error "You are not connected to the internet"

mpulkkinen — Thu, 11 Feb 2021 04:28:03 GMT

For me, this issue has mysteriously gone away for now so least. What I did: rebooted phone and when the trees banner appeared next time, I clicked Sign out and then signed back in. When I did this, I was in the same network as the arlo base, not sure if it has anything to do with it

Re: Receiving login error "You are not connected to the internet"

Steven_Martin — Thu, 11 Feb 2021 04:54:59 GMT

Yes, I experienced a similar scenario & thought it may have been solved......but it only lasted a week before returning again.

Re: Receiving login error "You are not connected to the internet"

mpulkkinen — Thu, 11 Feb 2021 05:30:39 GMT

Hah, it did not last long for me either. So it seems to work on my home network, but outside that, it does not. Actually, before the red banner thing came, there used to be message "your geolocation is different, need to login again" or something, I haven't seen that for awhile