topic Re: arlo app shows my vmb5000 base and all devices offline with LTE but online (active) with WIFI in Arlo Ultra

App shows my base and all devices offline with LTE but online (active) with WIFI

triplerock — Fri, 03 Feb 2023 00:04:31 GMT

Hi all,

In my home setup, I have a Netgear Nighthawk AX6000 (modem+router) combo gateway, which connects to my Ultra SmartHub VMB5000 via an ethernet port/cable.

- When my phone is connected to my home WIFI, I open the Arlo app and everything works fine.

- But when my phone switches to cellular data and I open the Arlo app, it shows all the cameras ( Arlo Pro 2 and Arlo Pro 4 Wireless Security Camera ) as "Your Arlo device appears offline". Also, opening the VMB5000 smarthub setting in the app displays the same "Your Arlo device appears offline" message.

My goal is to at least being able to use cellular data connection to remotely live stream and turn on/off devices away from home.

Could someone please help? Thanks.

Re: arlo app shows my vmb5000 base and all devices offline with LTE but online (active) with WIFI

jguerdat — Wed, 01 Feb 2023 15:12:40 GMT

Gonna guess you're using iOS. I don't use Apple for anything but I do remember posts here indicating that you have to go into the phone settings to allow the Arlo app to use cellular data.

Re: arlo app shows my vmb5000 base and all devices offline with LTE but online (active) with WIFI

StephenB — Wed, 01 Feb 2023 17:15:26 GMT

@jguerdat wrote:

I don't use Apple for anything but I do remember posts here indicating that you have to go into the phone settings to allow the Arlo app to use cellular data.

You do (and although I don't use Android right now, I believe that is also the case with Android phones).

FWIW, I am not seeing this issue with my iPhone 12 mini.

Re: arlo app shows my vmb5000 base and all devices offline with LTE but online (active) with WIFI

triplerock — Thu, 02 Feb 2023 06:23:26 GMT

Thanks guys. I use Android and I've set to allow mobile data for the Arlo app.
- My android version is 10
- My Arlo app verion is 4.0.4_28512, released 1/19/23

One more symptom of the issue is that, when I access the Arlo app with mobile data, the "Mode" tab at the bottom of the app disappears, only the "Devices" and "Library" tabs are visible at the bottom.

Re: arlo app shows my vmb5000 base and all devices offline with LTE but online (active) with WIFI

jguerdat — Thu, 02 Feb 2023 14:52:00 GMT

I've never had to specifically set any version of the Android app to allow it to use cell service. Checking my app settings I don't even see such a selection. That said, I'm on Android 13 and have the 4.1 version of the app which was updated yesterday.

As for Mode missing try rebooting the phone and reinstall the app.