topic Re: Arlo app shows base offline although online device and online on web in Arlo Pro 2

Arlo app shows base offline although online device and online on web

Charlieboyswe — Mon, 21 Oct 2024 13:47:50 GMT

Hello! Since yesterday, two shared base unit shows offline in the app. (iPhone, iOS 17.7). The base LED:s show online, and when I log in to my account via web, they are online. The primary base and two other shared bases show online in the app. Uninstalled and re-installed the app. Tried to logout and login. Nothing helps. Does anyone have a clue? 🙂

Re: Arlo app shows base offline although online device and online on web

bryanjef — Tue, 22 Oct 2024 07:19:38 GMT

I lately have the exact issue. I can view my cameras in the app, but app says device mode is offline vs "Home", "Away", etc.

Re: Arlo app shows base offline although online device and online on web

StephenB — Tue, 22 Oct 2024 15:47:57 GMT

Are you using a "Friend" account?

Re: Arlo app shows base offline although online device and online on web

bryanjef — Wed, 23 Oct 2024 04:04:29 GMT

Yes I am... I have my main account which is fine, but the cameras that are shared have the mode as "offline".

Re: Arlo app shows base offline although online device and online on web

StephenB — Wed, 23 Oct 2024 21:21:10 GMT

It's a bug with the friend account feature that Arlo is investigating. The only workaround at the moment is to use the primary account credentials. While Arlo used to allow only one login at a time, they changed that some months ago.

Re: Arlo app shows base offline although online device and online on web

Charlieboyswe — Thu, 24 Oct 2024 10:03:08 GMT

The two base stations that are shown offline are friend accounts. However, the base stations från two other friend accounts are shown normal. Since I can see all of the base stations normal when I log in to my account on the web, is it still the same error that Arlo are investigating? It seems to be a problem between Arlo's server and the app?

Re: Arlo app shows base offline although online device and online on web

StephenB — Thu, 24 Oct 2024 14:42:16 GMT

@Charlieboyswe - there are two issues. One is that all the accounts either need to have "Library" in their app menu, or all all need to have "Feed" and "Dashboard". If some account show "Library" and others show "Feed", then the only solution is to migrate the "Library" accounts to "Feed". There are some annoying limitations with "Feed", so the primary account owners need to decide how much they need the "friend" feature. The second issue is that even when "Friend" accounts have been granted access, they cannot change the mode of the system.

Re: Arlo app shows base offline although online device and online on web

Charlieboyswe — Fri, 25 Oct 2024 07:10:39 GMT

@StephenB Is this dependant on whether I log in to my web account or in the app? Since it works fine when I log in on the web.

Has this changed recently, since it worked fine until a few days ago, and I haven't changed any settings? How do I change between Feed and Library?

The thing is, using "Activate/Inactivate all units" (or something like that, I use swedish version) I can switch all cameras on and off, including those that say that the base station is offline. I can also reach and livestream from all cameras.

So, the only problem is that I cannot see the status of two of the base stations when I'm in the app. All other functions are ok.

Re: Arlo app shows base offline although online device and online on web

StephenB — Fri, 25 Oct 2024 12:48:57 GMT

@Charlieboyswe wrote:

How do I change between Feed and Library?

You cannot migrate from "Feed" back to "Library", so you need to be sure you want to do this. In order to migrate to "Feed', you go into "Add Device" and start to add a Pro 5s camera. That won't work, since you don't have the camera. But it will migrate you to "Feed" before you get stuck.

IMO, the most serious issues with "Feed" are

there are no custom modes, only three built-in ones. You can modify those three, but you cannot add more.
it is not possible to get the combination of geofencing+scheduling to completely work
if you have a subscription and have cameras in more than one location, then you will need subscriptions for each property.

@Charlieboyswe wrote:

The thing is, using "Activate/Inactivate all units" (or something like that, I use swedish version) I can switch all cameras on and off, including those that say that the base station is offline. I can also reach and livestream from all cameras.

So, the only problem is that I cannot see the status of two of the base stations when I'm in the app. All other functions are ok.

It sounds like you have the "Library" interface, with "Arm" and "Disarm".

Are you using a "Friend" account on both the phone and the PC?