topic Re: One (of several) cameras going (temporarily) offline out of the blue in Arlo Ultra

One (of several) cameras going (temporarily) offline out of the blue. Goes back online after a while

Ergerg — Wed, 29 Jul 2020 20:52:27 GMT

Dear Community

I have vandalism going on on my property and the cameras failed recording the acts. Very very annoying.

I installed 5 cameras and occasionally one of them (not always the same...) goes offline out of the blue (while the others keep working). After a while (5-45min) the camera is online again.

The base station is connected to the router by ethernet cable, the camera is within 15m from the base station, the battery is fully charged, and the firmware is up to date.

Any idea what the issue (and solution....) could be?

Re: One (of several) cameras going (temporarily) offline out of the blue

Sevakesmailian — Wed, 29 Jul 2020 10:59:14 GMT

Please DM the ceo of Arlo!! Lets get our voices herd!! I did it and he responded back to me and had his engineering team & customer care executive team get back to me thru a tel call and zoom call... if more people DM him he will know theres a big issue. It seems all this tickets aren’t doing anything and all the stuff I complained about that we all experience he didn’t know it existed. I
Will put his twitter link below and twitter name
(DIRECT MESSAGE HIM)

https://twitter.com/mbmcrae?s=21

@mbmcrae

Re: One (of several) cameras going (temporarily) offline out of the blue

Ergerg — Wed, 29 Jul 2020 11:56:45 GMT

Many thanks.... would you have an email for DM the CEO?

Re: One (of several) cameras going (temporarily) offline out of the blue

rdegraci2020 — Wed, 29 Jul 2020 16:26:30 GMT

@Ergerg

Hopefully this will help

Sometimes one of my Ultra cameras will freeze and when I go into 'live' view, I would get an error that the camera is offline.

All my cameras are powered via USB cable to wall chargers.

What I usually do to solve this is:

Unplug the USB power cable, of the camera, from the wall charger
Plug the USB power cable, of the camera, back into the wall charger

After I do the above two steps, then I can go into the 'live' view and it will be working again.

Re: One (of several) cameras going (temporarily) offline out of the blue

Ergerg — Wed, 29 Jul 2020 19:10:24 GMT

Thanks a lot for your feedback. Probably a good solution, but not feasible for me as the property is a 30+ min. drive from where I generally live. But thanks anyway a lot!

Re: One (of several) cameras going (temporarily) offline out of the blue

dcfox1 — Wed, 29 Jul 2020 19:39:20 GMT

You won't be able to troubleshoot anything until you actually are there. There is not a way to reset the individual cameras remotely though I wish there were.

Re: One (of several) cameras going (temporarily) offline out of the blue

kdesforges — Wed, 29 Jul 2020 20:19:41 GMT

I have 16 of these cameras and 4 base stations and have the same issue. Random outages.

I suspect it is the back-plane of the Wireless Base station that can't handle the the high load of this image quality. So it just errors out and reboots.

Re: One (of several) cameras going (temporarily) offline out of the blue

Ergerg — Wed, 29 Jul 2020 23:39:55 GMT

Many thanks. That's understood. I was hoping to find a solition that minimizes the risk of the camera going offline.

Re: One (of several) cameras going (temporarily) offline out of the blue

Ergerg — Wed, 29 Jul 2020 23:42:49 GMT

Sounds logic. But annoying, of course. Rather than bringing out a new door bell, Arlo may want to make its existing products stable...

Re: One (of several) cameras going (temporarily) offline out of the blue

rdegraci2020 — Thu, 30 Jul 2020 12:52:31 GMT

@Ergerg

You could plug the USB charger into a digital timer. You could then program the timer to 'off' for a minute, every four hours. This would regularly 'turn off' the power, however your camera's battery will maintain the camera so that it will continue to record during the those minutes it was not powered from the wall.