topic Re: Your device is not connected but ... in Arlo Q

Your device is not connected but ...

rjth — Thu, 21 Sep 2017 16:16:53 GMT

I have two Arlo Q and one Arlo Pro camera. Only one camera (Arlo Q) will do a live view but all three will record motion/sound trigger events during the same time period that live view is unavailable.

When using the app or website to live view the camera, the error message on the Arlo Q reads:

"Your device is not connected. Makre suire it is connected to you reouter and has a working internet connection."

The error message on the Arlo Pro reads:

"Your device appears offline. Please make sure it is powered and connected to the internet.

The error message on the Arlo Pro base station reads:

"Base station offline".

These messages seem to contradict the fact that I am getting recorded motion or audio triggered events. How can I get these recordings if the device is not connected or powered on. How can the Arlo Pro camera send notifictations of recorded activity but not have a connection to the base station?

Re: Your device is not connected but ...

Beuther — Thu, 21 Sep 2017 17:05:14 GMT

I’m having a similar problem. Right now, three of my five Arlo Q cameras are shown as “disconnected” and two are shown as “connected.” I am getting motion alerts from one of the “disconnected” cameras. I have done everything I can think of to solve the problem, and nothing works. This began last night after I installed iOS 11.0 on my iPhone and iPad.

Re: Your device is not connected but ...

rjth — Thu, 21 Sep 2017 17:12:38 GMT

I have tried live viewing on an iPad as well as a Windows desktop computer using Chrome and Internet Explorer. Both methods and browsers report the same error message. Some thing tells me my husband who uses an app on his Android cell phone is not having this problem. I'll know later today if he had this problem.

Re: Your device is not connected but ...

Beuther — Thu, 21 Sep 2017 17:21:19 GMT

What is happening with my five Arlo Q cameras is very strange. The cameras that show as connected and not connected change at random, without my doing anything. And none of their purple lights, which indicate no connection, are lit.

Re: Your device is not connected but ...

adamfox — Thu, 21 Sep 2017 20:05:02 GMT

Having the exact same issue with my Arlo Q. Tried rebooting and reconfiguring the wifi to no resolve. Seems like this may be an issue on Netgears end.

Re: Your device is not connected but ...

jguerdat — Thu, 21 Sep 2017 22:50:44 GMT

Open cases with support.

Re: Your device is not connected but ...

Douwe — Thu, 21 Sep 2017 23:16:25 GMT

Same problem here. Camera disconnected today and I cannot reconnect. Must be a problem at Netgear.

Re: Your device is not connected but ...

DUG1138 — Fri, 22 Sep 2017 00:02:35 GMT

Same here (Q Plus) upgraded devices to iOS 11 recently too. I wonder if that has something to do with this?

Re: Your device is not connected but ...

Douwe — Fri, 22 Sep 2017 00:22:29 GMT

I have not done any upgrading and the problem just showed up out of the blue.

Re: Your device is not connected but ...

67GTONUT — Fri, 22 Sep 2017 00:23:36 GMT

Same here..... disconnected Camera ..... now I cannot reconnect it

Re: Your device is not connected but ...

jguerdat — Fri, 22 Sep 2017 12:04:32 GMT

There was an issue yesterday that should now be fixed.

Re: Your device is not connected but ...

Beuther — Fri, 22 Sep 2017 14:15:06 GMT

Re: Your device is not connected but ...

Beuther — Fri, 22 Sep 2017 14:21:02 GMT

Correction: All is okay now. All cameras are online.

Re: Your device is not connected but ...

Douwe — Fri, 22 Sep 2017 14:37:16 GMT

Confirmed, I am back up and running.

Re: Your device is not connected but ...

ronanh2002 — Thu, 28 Sep 2017 02:59:28 GMT

No it is not an issue of the new IOS 11. We have had the same problem for several months, and this is a recurring issue.