topic Re: App reports everything is offline in Arlo Pro 2

App reports everything is offline

Sheemo1 — Fri, 05 Apr 2024 00:06:22 GMT

Why in the app does my base station say off line along with my doorbell and two cameras but in the Apple home app everything is working in real time ?!?!

Re: App reports everything is offline

ShayneS — Fri, 05 Apr 2024 00:06:29 GMT

May I ask which troubleshooting steps you have tried so far? I don't want to suggest anything you have previously performed.

Re: App reports everything is offline

Sheemo1 — Fri, 05 Apr 2024 00:52:45 GMT

Currently shut off base and and unplugged it and disconnected the Ethernet connection all lights are green on the base station as well and can currently see all camera and watch live footage using apples home app

Re: App reports everything is offline

ShayneS — Fri, 05 Apr 2024 16:36:17 GMT

Can you try removing and re-installing the Arlo app?

Re: App reports everything is offline

Sheemo1 — Mon, 08 Apr 2024 11:19:17 GMT

I did and no changes

Re: App reports everything is offline

ShayneS — Mon, 08 Apr 2024 17:50:22 GMT

Please reach out to the Support Team to further investigate this issue you are experiencing. You can find several options for contacting support though the Arlo Mobile App by navigating to the Profile icon > Support Center > Select device > contact

Re: App reports everything is offline

Sheemo1 — Mon, 08 Apr 2024 23:55:02 GMT

Cost ?

Re: App reports everything is offline

StephenB — Tue, 09 Apr 2024 10:38:10 GMT

@Sheemo1 wrote:

Cost ?

You do need an Arlo Secure subscription (which you could cancel later).

Re: App reports everything is offline

ShayneS — Tue, 09 Apr 2024 22:51:12 GMT

I see your base station is reporting as offline. What are the LED status lights displaying on the front?

Re: App reports everything is offline

Sheemo1 — Wed, 10 Apr 2024 14:35:29 GMT

All green

Re: App reports everything is offline

ShayneS — Wed, 10 Apr 2024 19:13:21 GMT

@Sheemo1 Are any other phones showing the devices as offline? Does the web portal on a PC show offline as well?

Re: App reports everything is offline

Sheemo1 — Wed, 10 Apr 2024 19:17:07 GMT

How do I get to web portal ?

Re: App reports everything is offline

ShayneS — Wed, 10 Apr 2024 19:18:19 GMT

@Sheemo1 My.arlo.com

https://my.arlo.com/#/home

Re: App reports everything is offline

Sheemo1 — Wed, 10 Apr 2024 19:22:21 GMT

Looks like portal requires a subscription

Re: App reports everything is offline

ShayneS — Wed, 10 Apr 2024 20:19:50 GMT

@Sheemo1

You should be able to log in to your account to live stream your devices.

Re: App reports everything is offline

Sheemo1 — Wed, 10 Apr 2024 20:23:28 GMT

Cannot see any dashboards with camera can you please tell me how to get there

Re: App reports everything is offline

Sheemo1 — Wed, 10 Apr 2024 20:27:51 GMT

All I see is two choices Arlo secure and Arlo safe

Re: App reports everything is offline

StephenB — Wed, 10 Apr 2024 20:40:49 GMT

@Sheemo1 wrote:

All I see is two choices Arlo secure and Arlo safe

Are you using a PC? Or are you browsing from a tablet or phone?

You need to use a PC (Windows or Mac).

Re: App reports everything is offline

Sheemo1 — Wed, 10 Apr 2024 21:09:17 GMT

Tablet

Re: App reports everything is offline

StephenB — Wed, 10 Apr 2024 21:29:55 GMT

@Sheemo1 wrote:

Tablet

When you use a tablet or a phone, my.arlo.com just gives you the ability to manage subscriptions.

That is why @ShayneS suggested you use my.arlo.com using a PC.