topic Re: Arlo Q connected to router but not to site/app in Arlo Q

Arlo Q connected to router but not to site/app

niklaswik — Tue, 11 Jul 2017 15:40:32 GMT

This is just great. I got a new Arlo Q after my old one died for no apparent reason (happy with the RMA process though) but now this new one is just one big headache...

I can connect it, everything seems fine, and then within 12 hours I can no longer see it on the website or in the app. It says it is not connected. If I pull the plug and restart it, it's ok for another few hours. Repeat.

Amazingly annoying and 100% useless as far as security cameras go.

The funny thing is, I just realized, the camera IS connected to my router, the router is connected to the internet (I'm posting this..) but somewhere along the way the camera loses contact with the Arlo server. I can even ping the camera perfectly fine, no problem at all.

My best guess, assuming the camera is not defective from the start, is that there is something messed up in the router settings, but that seems a bit far-fetched since I can't remember changing a single thing since installing the previous camera which worked fine for at least 8 months.

Any ideas? Resets have been tried, both pulling the plug and pressing the reset-button.

Update: just as I posted this I heard the distinct "click" (shutter-like) sound that the camera makes while booting up. But it's still not working. Maybe it's rebooting itself once in a while?

Oh, and before anyone asks: yes, it is within range from the router. Literally 2 ft away from it, in the same window. Range is not an issue.

Re: Arlo Q connected to router but not to site/app

TomMac — Tue, 11 Jul 2017 15:44:27 GMT

Have you reset the Q ?

Hold in the reset for ten secs till the front led flashes amber... resync

edit...just saw you did. FW version? v1.8.3.1-11965

Re: Arlo Q connected to router but not to site/app

niklaswik — Tue, 11 Jul 2017 15:49:06 GMT

Several times.

BTW, it does get very hot, I just measured with an IR-thermometer: 48.5°C (119 F) on the back. Maybe that's normal but it feels like an unhealthy temperature.

Re: Arlo Q connected to router but not to site/app

TomMac — Tue, 11 Jul 2017 15:45:44 GMT

niklaswik wrote:

Several times.

sounds like another rma

FW version? v1.8.3.1-11965

Re: Arlo Q connected to router but not to site/app

TomMac — Tue, 11 Jul 2017 15:52:10 GMT

niklaswik wrote:

Several times.

BTW, it does get very hot, I just measured with an IR-thermometer: 48.5°C (119 F) on the back. Maybe that's normal but it feels like an unhealthy temperature.

Warm is normal... do know if it gets too warm/hot... it will shut down with messg re heat

Re: Arlo Q connected to router but not to site/app

niklaswik — Tue, 11 Jul 2017 15:53:52 GMT

1.8.3.0_9926 is what mine has.

Re: Arlo Q connected to router but not to site/app

TomMac — Tue, 11 Jul 2017 16:12:11 GMT

will attempt to verify mine is not a field version of FW

latest version is what you have... ( field test version on mine )

https://community.netgear.com/t5/Firmware-Release-Notes/Release-Notes-Arlo-Q-Q-FW-1-8-3-0-9926-2nd-December-2016/m-p/1181142#M92

Re: Arlo Q connected to router but not to site/app

TabulaRasa — Wed, 12 Jul 2017 09:04:00 GMT

I have the same problem.

Are you able to enter your routers log?

Here is mine:

Jul 12 10:53:17 dnsmasq-dhcp[2181]: DHCPDISCOVER(br0) [ARLO Q MAC ADRESS]
Jul 12 10:53:17 dnsmasq-dhcp[2181]: DHCPOFFER(br0) 192.168.1.51 [ARLO Q MAC ADRESS]
Jul 12 10:53:17 dnsmasq-dhcp[2181]: DHCPREQUEST(br0) 192.168.10.135 [ARLO Q MAC ADRESS]
Jul 12 10:53:17 dnsmasq-dhcp[2181]: DHCPNAK(br0) 192.168.10.135 [ARLO Q MAC ADRESS] wrong server-ID

The camera tries to get IP for a non-existent subnet.

It will still register as connected to the router.

Unable to connect it to the Arlo app. Did several resets.

Re: Arlo Q connected to router but not to site/app

jguerdat — Wed, 12 Jul 2017 12:41:44 GMT

Just to verify, the reset was by holding the reset button until the LED flashes amber, right? You'd then have to resync using the QR code. I'd guess your router log is from the attempt to actually connect to the router after the resync attempt.

Have you power cycled the router? That's fixed a few other strange issues. Might be worth trying both bands (2.4 and 5GHz) if yoyr router supports it.

Re: Arlo Q connected to router but not to site/app

niklaswik — Tue, 18 Jul 2017 18:32:28 GMT

For some stupid reason my camera has now been working flawlessly for a week since the last restart...

Nothing is changed, just that it's working. Just another electronic miracle I suppose.