topic Re: The base station is keep going offline in Arlo Smart

The base station is keep going offline

LeoLee — Tue, 05 Dec 2023 22:01:28 GMT

The base station keeping offline and online several times in an hour.

I saw it turn into amber light and blue again few times in and hour.

Re: The base station is keep going offline

DannyBearAgain — Wed, 06 Dec 2023 00:11:13 GMT

Check with your local isp if there is a problem with arlo.

Re: The base station is keep going offline

LeoLee — Thu, 07 Dec 2023 19:54:21 GMT

The cams were fine without the base station. Should it be ISP problem?

Re: The base station is keep going offline

DannyBearAgain — Thu, 07 Dec 2023 22:31:47 GMT

It would suggest not if you’re cameras are working.

Are the cameras connected via the base station or connected directly to the local wifi network?

Have you tried restarting the base or power cycled it?

Do you have a storage device attached, try removing it to see if it improves.

Re: The base station is keep going offline

StephenB — Fri, 08 Dec 2023 14:59:15 GMT

@LeoLee wrote:

The cams were fine without the base station. Should it be ISP problem?

Possibly, if the offline state is brief and the system recovers on its own. It could also be an issue with your router ethernet.

How long does the base stay offline?

If it is long enough, you could use ping to test if the ethernet between the base and the router is ok.

Re: The base station is keep going offline

LeoLee — Sat, 09 Dec 2023 09:51:54 GMT

I’m using three 5G board-band with provided ZTE MC801A modem router.
The offline occur few times within an hour and last for around 1 min.

Re: The base station is keep going offline

LeoLee — Sat, 09 Dec 2023 22:47:32 GMT

I’m using three 5G board-band with provided ZTE MC801A modem router.
The offline occur few times within an hour and last for around 1 min.

Re: The base station is keep going offline

LeoLee — Sun, 10 Dec 2023 01:04:08 GMT

Are the cameras connected via the base station or connected directly to the local wifi network?

They are connected to wi-fi directly before I buy the base station. Now I've reset the cameras and connect to the base station.

Have you tried restarting the base or power cycled it?

Yes, unplug and re-plug many times but still not working.

Do you have a storage device attached, try removing it to see if it improves.

Removed but same situations happened.

Re: The base station is keep going offline

jguerdat — Sun, 10 Dec 2023 15:02:30 GMT

@LeoLee wrote:

I’m using three 5G board-band with provided ZTE MC801A modem router.
The offline occur few times within an hour and last for around 1 min.

Have you contacted your ISP about this?

Re: The base station is keep going offline

StephenB — Mon, 11 Dec 2023 13:00:51 GMT

@LeoLee wrote:

I’m using three 5G board-band with provided ZTE MC801A modem router.
The offline occur few times within an hour and last for around 1 min.

It's possible that the ZTE gateway is dropping the broadband connection when there isn't any activity, and then needs to reconnect when a device on your network tries to reach the internet.

If you are in range of multiple towers, it is also possible that gateway connection is shifting to another tower.

Re: The base station is keep going offline

LeoLee — Mon, 18 Dec 2023 11:39:51 GMT

I google and found this is a common problem for the smart hub.
It's happening on EE and THREE router. Will Arlo investigate on it? I think I need to return the hub is it can't be fixed before the Christmas…

https://community.ee.co.uk/t5/Mobile-Broadband/Mobile-router-and-Arlo-security-camera-issues/td-p/1247304

https://community.three.co.uk/t5/Broadband/ARLO-Cameras-disconnecting-from-5G-Home-Hub/m-p/7764

Re: The base station is keep going offline

BrookeN — Tue, 19 Dec 2023 19:58:06 GMT

Please contact support. Within the app on your mobile device click on the silhouette on the top left ~ support center ~ the device that you are needing assistance with then choose the issue. Support is open 7 days a week from 6 am ~ 6pm PT.

Re: The base station is keep going offline

LeoLee — Tue, 02 Jan 2024 17:52:39 GMT

Hi I tried to call but fail.
Are you sure it is 7 days a week because the APP said it’s just Mon to Fri.
I’m going to return the base station if it is still so unstable.

Re: The base station is keep going offline

BrookeN — Tue, 02 Jan 2024 20:52:00 GMT

I've opened a support ticket detailing the concerns you've posted here. An agent will reach out to you with a status update as soon as possible.