topic Re: Says device appears to be offline on the website but works on the app in Arlo Pro 2

Says device appears to be offline on the website but works on the app

JHopp — Tue, 25 Oct 2022 15:21:12 GMT

Says device appears to be offline on the website but works on the app. If I click fast enough it will play video while displaying message. App works fine.

Re: Says device appears to be offline on the website but works on the app

Dannybear — Thu, 27 Oct 2022 02:29:38 GMT

What is the web app version, look at settings and about. The latest I’ve seen is 3.8.0_4.

To start with does it happen when using incognito/private window in the browser, what browser and have you tried any others?

Re: Says device appears to be offline on the website but works on the app

gav_r26 — Thu, 27 Oct 2022 13:43:34 GMT

Mine is doing exactly the same. Show fine in app and also showing recordings in the library. Showing Version 3.8.0_4, released on the 18th which is about when it started playing up. Think someone didn't quite test their software properly!

Firefox browser, does the same in an incognito window and MS edge .....

Re: Says device appears to be offline on the website but works on the app

StephenB — Thu, 27 Oct 2022 13:43:59 GMT

@gav_r26 wrote:

Mine is doing exactly the same. Show fine in app and also showing recordings in the library. Showing Version 3.8.0_4, released on the 18th which is about when it started playing up.

Try clearing the browser cache, and see if that helps.

Re: Says device appears to be offline on the website but works on the app

gav_r26 — Thu, 27 Oct 2022 13:44:57 GMT

Done that already. Made no difference.

Re: Says device appears to be offline on the website but works on the app

JHopp — Thu, 27 Oct 2022 13:47:16 GMT

The said thing is that you can't tell anyone from Arlo what's going on unless you have a subscription. The chat feature is a computer that is useless.

Re: Says device appears to be offline on the website but works on the app

JHopp — Thu, 27 Oct 2022 13:51:08 GMT

Same here!

Re: Says device appears to be offline on the website but works on the app

Dannybear — Fri, 28 Oct 2022 22:06:50 GMT

Try going into the arlo web portal/website login and go to the settings/privacy centre/account/active sessions and select log out all sessions then log back into arlo. If you do this you will need to login again your mobile devices.

Re: Says device appears to be offline on the website but works on the app

gav_r26 — Mon, 31 Oct 2022 09:19:50 GMT

Just tried that and that makes no difference either!

Re: Says device appears to be offline on the website but works on the app

StephenB — Mon, 31 Oct 2022 10:30:44 GMT

@gav_r26 wrote:

Just tried that and that makes no difference either!

I'm tagging the mods ( @JamesC and @ShayneS ) to call their attention to this thread. I suspect Arlo will want to follow up.

Re: Says device appears to be offline on the website but works on the app

JHopp — Wed, 02 Nov 2022 16:52:35 GMT

You would think Arlo would have some avenue for people to get help with this type of issue. The least they could do is have an email support. The chat is not even a real person so that is no help. This is piss-poor customer service. With the number of people with the same issue you would think we could get a resolution faster than this. I will never buy another Arlo product if the customer support doesn't change.

Re: Says device appears to be offline on the website but works on the app

JamesC — Wed, 02 Nov 2022 17:32:35 GMT

The development team is continuing to investigate reports of this issue.

For those experiencing the issue, which browser are you using? If you log in using a different device and/or different browser, do you still experience the same issue?

JamesC

Re: Says device appears to be offline on the website but works on the app

gav_r26 — Wed, 02 Nov 2022 18:30:48 GMT

Hi James,

For me it appears to be only one device that this occurs on. I am using chrome on multiple machines but only one suffers this issue.

Gavin

Re: Says device appears to be offline on the website but works on the app

JHopp — Wed, 02 Nov 2022 19:04:15 GMT

I have tried Edge, Firefox and Chrome on different machines.

Re: Says device appears to be offline on the website but works on the app

JamesC — Thu, 03 Nov 2022 16:17:35 GMT

gav_r26, JHopp

Are you running any anti-virus software? Anything specific to the PC that could be blocking or causing an issue?

JamesC

Re: Says device appears to be offline on the website but works on the app

JHopp — Thu, 03 Nov 2022 16:23:57 GMT

I tried it on 3 different machines with different antivirus software so I wouldn't think so. The other thing is that nothing has changed on the device and it worked before.