topic Re: Unexplained disconnection in Arlo Ultra

Unexplained disconnection

Ammar99 — Sun, 26 May 2019 16:12:15 GMT

I bought Arlo Ultra (basestation and two cameras). During installation, updating the fireware for the base and one of the cameras was successful. During the update process of the second camera, the process was not complete. I could not and did not find an option to update the camera's fireware.

Then the cameras were both on. For no reason, the camera (which fireware update was not successful) keep disconnecting for no reason. It gets back on when I try to restrate the mobile app but then shortly it gets diconnected. No specific action gets it on or off. The message I get is: This Arlo device is offline. Please make sure it is connected to the Internet. Visit support.arlo.com for help. The Camera is connected to the Internet and it works after few attempts to restart the application.

Can you please let me know how can I fix this and also update the fireware for all cameras manually?

Re: Unexplained disconnection

jguerdat — Sun, 26 May 2019 16:45:31 GMT

Try rebooting the hub and remove the camera from Settings, My Devices and resync.

Re: Unexplained disconnection

Ammar99 — Sun, 26 May 2019 17:07:14 GMT

Thanks. I tried this and it worked for a whilte then the problem returned. I will try again but I don't think it will solve it.

Re: Unexplained disconnection

Ammar99 — Sun, 26 May 2019 17:08:19 GMT

By "rebooting", you mean the "reset botton" in the hub, correct?

Re: Unexplained disconnection

jguerdat — Sun, 26 May 2019 18:54:56 GMT

Nope, power cycle (pull the plug). The reset button may be needed but is a whole 'nuther ball o' wax.

Re: Unexplained disconnection

Ammar99 — Mon, 27 May 2019 06:27:37 GMT

Ok. Thanks

Re: Unexplained disconnection

JayEss — Mon, 24 Jun 2019 14:35:51 GMT

Same problem.

Disconnects for 20-40+- minutes throughout the day/night

Started last month, following problems that manifested in resets to pacific time (I am in EST)

Probably related, but have already spent too much time on this device

Very frustrating

Seems like another firmware problem as nothing has changed on the house configuration side

Re: Unexplained disconnection

JamesC — Tue, 25 Jun 2019 15:57:24 GMT

JayEss,

When you notice this, what is the behavior of the LED on your SmartHub? What does the status of the SmartHub show in the mobile app?

JamesC

Re: Unexplained disconnection

n1976jmk — Wed, 26 Jun 2019 01:56:19 GMT

Hi James. I experience the random disconnects as well (base station going offline by itself).

When I’m home and notice from the app that the base station went offline randomly. I’ve physically looked at the base station a couple times during these occurrences and it’s physically rebooting itself. Then it goes from the blinking amber light to solid blue light eventually.

Thanks!