topic Re: "Your device is not connected" error on Arlo iOS app in Arlo Ultra

"Your device is not connected" error on Arlo iOS app

yngveeide — Fri, 21 Aug 2020 14:31:01 GMT

Before last app update, every once in a while, the Arlo iOS app would report that my base station and cameras were offline, even though everything was up and running. After a few seconds, the app would cycle back to online mode.

After last app update, there is a lot of "Your device is not connected" errors, all the time. And it takes forever for it to cycle back to correct online mode. This is very frustrating when something is going on outside, and you can´t access a live video feed, when everything is connected and up and running.

Re: Arlo Ultra "Your device is not connected" error

steamyb — Wed, 19 Aug 2020 15:31:53 GMT

I'm getting this too so much for an updated app to resolve the bugs.

IF you use an sd card to record to do the recordings show in the library? Mine don't!

This has just introduced even more bugs and now I can't even roll back to just a semi usable state.

Re: Arlo Ultra "Your device is not connected" error

yngveeide — Thu, 20 Aug 2020 05:17:44 GMT

Hi, I have no problem accessing the recordings on the SD card.

Re: Arlo Ultra "Your device is not connected" error

jbeno — Thu, 20 Aug 2020 07:18:40 GMT

We’re seeing this too. I’ve rebooted the base station. App still shows “Your device is not connected” for all 10 of my cameras. Then after a 20-30 seconds some of them show the video thumbnail. Then it flashes back to the not connected error. This goes on and on. Can’t watch any live video, but the recordings show up. This just started happening this week. What changed?

Re: Arlo Ultra "Your device is not connected" error

yngveeide — Thu, 20 Aug 2020 07:38:08 GMT

Noticing something else today. Problems with recurring display of error message "Your device is not connected" continues.

But after a few seconds I am able to edit Mode settings (arm/disarm), even though all cameras still continue to show "Your device is not connected" message for 25-30 seconds after this.

Re: Arlo Ultra "Your device is not connected" error

Jamie_1862 — Thu, 20 Aug 2020 10:00:36 GMT

Same here. "Your device is not connected" message appearing for all my cameras as soon as I updated the Arlo app to V2.19 (iOS)

Re: Arlo Ultra "Your device is not connected" error

timgrimm — Thu, 20 Aug 2020 14:20:01 GMT

Likewise. I upgraded from pro 2 to pro 3 about a week ago. Every day I find all my camera live views to “your device is not connected” with the base station light being blue. Occasionally will get a motion alert but cannot view the live feed. Second time in a three day span.

Never really had this issue with pro 2. Occasionally a single camera down. This is worrisome.

“Your Device is Not connected” error

hoop0040 — Thu, 20 Aug 2020 23:06:58 GMT

Getting the your device is not connected error on my cameras for the past several days. Have tried rebooting and power cycling my base station and all three lights are green. Seems to be sporadically online then offline does anyone have any advice?

Re: “Your Device is Not connected” error

Materhead66 — Fri, 21 Aug 2020 01:02:15 GMT

No, but I am having the exact same issue and it just started a few days ago. They will stay connected and detect motion and then all of a sudden not connected error. Or, when I try to go to Live View it never connects. Reboot and sometimes it works for awhile. Have deleted and reinstalled app several times.

was there a recent software or firmware upgrade?

Re: “Your Device is Not connected” error

hoop0040 — Fri, 21 Aug 2020 01:12:25 GMT

Yep same exact issue, years without any issues so hopefully this can be addressed

Re: Problems with V 2.19

JeffS42 — Fri, 21 Aug 2020 02:11:29 GMT

I'm seeing a bunch of problems with 2.19:

- Cannot save notification settings for Geofencing

- When I load the app, a bunch of the time it shows that the cameras are disconnected even though they aren't. Then it eventually starts working.

Re: Arlo Ultra "Your device is not connected" error

JeffS42 — Fri, 21 Aug 2020 02:16:35 GMT

Me too.

I reported an issue to the Arlo team; they gave me a case ID, but haven't heard anything back.

Re: Arlo Ultra "Your device is not connected" error

02redcavi — Fri, 21 Aug 2020 02:52:04 GMT

Same problem, assuming arlo snuck in a crappy upgrade like usual. 3 months of May be fixed......

Re: Arlo Ultra "Your device is not connected" error

Dbensette — Fri, 21 Aug 2020 03:24:50 GMT

@ShayneS

I am experiencing the same issue mentioned here related to the most recent app update as well.

Thanks.

Cameras showing not connected but connect after a short period

Unbreakable1 — Fri, 21 Aug 2020 03:39:11 GMT

I have recently had an issue with my arlo pro camera system. Whenever I open the app on my phone, all or most of my cameras show not connected and to check my router. After about 15-20 seconds they all end up coming back and showing the views and allow me to access them. This is a new issue and I have tried resetting the base station and unplugging the internet connection and reconnecting it. Is this a bug or glitch that anyone else is experiencing? The alerts still come through just sometimes don't show connected for an extended period of time.

Re: Arlo Ultra "Your device is not connected" error

Jay- — Fri, 21 Aug 2020 03:41:45 GMT

Same as well. "Your device is not connected" error is appearing for all my cameras after I updated Apple phone ios 13.6.1.

Re: Arlo Ultra "Your device is not connected" error

Dbensette — Fri, 21 Aug 2020 03:44:27 GMT

I can confirm that it was the arlo app update that is the issue. I had no issues for over a week with iOS 13.6.1, it was after installing arlo app version 2.19 that I started having issues.

Everything seemed perfect beforehand...

Re: Arlo Ultra "Your device is not connected" error

Jay- — Fri, 21 Aug 2020 03:53:15 GMT

It was Arlo app V2.19, not apple ios 13.6.1. Thank you!
How can I fix this issue?

Re: “Your Device is Not connected” error

TxHr — Fri, 21 Aug 2020 04:18:33 GMT

Same problem here. Everything has been working great since it was installed and now I encounter the same message, yet I get alerts of motion, I just can’t get to the camera or recording

Re: Arlo Ultra "Your device is not connected" error

Aballen — Fri, 21 Aug 2020 06:25:25 GMT

My camera keeps going offline as well and judging by other complaint threads I’ve read you’d be wise to return the system if your in the return window. Ppl are saying they Never hear back from support when tags are crates . I spent an hour on the phone with them and got booted each time. Wasted time with no results. The point of buying security cameras is so that they actually work- my car got broken into again and of course my camera was offline . 1500 bucks on crap with no refund or remedy in sight. Does Arlo care? Of course not ...Looks like I’m screwed...save yourselves!!