topic Re: Arlo video doorbell keeps going offline in Arlo Video Doorbell

Arlo video doorbell keeps going offline

One4blue — Thu, 16 Apr 2020 14:27:17 GMT

Just purchased an Arlo video doorbell 3 days ago. I already had the Arlo wireless security cameras (1st generation). Day 1 got it connected and running. I could see and hear from it all day. It worked fine. Day 2 showed offline when I woke up in the morning. Went to my porch, reset it and followed the process to set it up again. It worked fine for the rest of the day. Day 3 showed offline in the morning again! Anyone know how to fix this? Help please.

Re: Arlo video doorbell keeps going offline

jguerdat — Fri, 17 Apr 2020 13:18:04 GMT

How is the WiFi signal to the doorbell? Is there anything near the doorbell that also uses the 2.4GHz band (not just WiFi)? Can you move the base closer to the doorbell without causing issues with the other cameras? Sometimes just moving the base away from the router helps. What is your house construction? How many walls must the signal pass through? Any metal objects in or on the wall that could be blocking the signal?

Re: Arlo video doorbell keeps going offline

Charmed79 — Thu, 28 May 2020 05:37:10 GMT

We're having the very same issue, keeps going offline, we've reset it numerous times, still goes offline several times. Our signal strength to camera is 71% so I would hope that would be sufficient, also it was working fine for 2 months, this just started about 3 weeks ago, it's getting very annoying. Nothing else is having an issue loosing connection, just the video doorbell. Maybe they need to push an update?

Re: Arlo video doorbell keeps going offline

JamesC — Thu, 28 May 2020 16:12:40 GMT

Charmed79,

When this happens, does it reconnect on it's own or do you have to do something specific to get it back online?

JamesC

Re: Arlo video doorbell keeps going offline

Charmed79 — Thu, 28 May 2020 18:19:33 GMT

I have had to kill the power to it a few times, but that's a pain, usually it reconnects on its own, but the past few weeks has been more and more frequent, and the past few days it reconnects after several minutes, and then it's gone again. I just restarted everything we have this morning, router, doorbell camera and anything else connected. Trying to see if that helps, I wish the app alerted me when the camera went offline, it's a pain to open the app to check camera, only to find out its not working. It worked beautifully for literally the first 2 full months.

Re: Arlo video doorbell keeps going offline

Charmed79 — Thu, 28 May 2020 19:10:43 GMT

Ok, so something is really screwed up, so far camera seems ok, but I'm no longer getting rich notifications, I'm only getting alerts that there was motion, but no thumbnail, and we are subscribed to the plan, I just made sure it was still active, when I go to settings, it shows the camera as not active and won't let me active it for the notifications. Those were working as of yesterday,at least for as long as the camera stayed connected. Any idea what's wrong? Edit: uninstalled the app, reinstalled, it then let me add the camera back for the notifications, but why did they just turn off?

Re: Arlo video doorbell keeps going offline

Pesdel01 — Mon, 20 Jul 2020 10:53:22 GMT

I am truly disappointed with this unit and am about to send it back. Installed for 5 days and it hasn’t stayed connected to the network for more than 5 hours. The only way to get it back on the network is to pop the cover and go through a full install. It loses everything. All the advisories start with the problem being my network, but it has 20 odd devices connected to it all without issue. And if they do disconnect they don’t lose all their data and do reconnect automatically. I sure wish I had read these blogs before buying as it seems I am not alone.

Re: Arlo video doorbell keeps going offline

JamesC — Mon, 20 Jul 2020 16:34:02 GMT

Pesdel01,

Losing connectivity is generally a symptom of poor signal strength or interference. What does the WiFi signal strength indicator show for the doorbell when it is connected?

JamesC

Re: Arlo video doorbell keeps going offline

Charmed79 — Mon, 20 Jul 2020 16:44:30 GMT

It's not the signal, we've covered that, everything has full connection and is at most 20-25 feet from our router, nothing else on our network ever has connection issues, and there is nothing close to our camera or the security light hub. It's definitely arlo.

Re: Arlo video doorbell keeps going offline

Pesdel01 — Wed, 22 Jul 2020 11:14:51 GMT

So, I can confirm 3 full bars on the home screen. Signal is very good. The doorbell is actually just 15 feet from the router. So, I deleted and re installed. It lasted 2 days then dropped off line. What I don’t understand is why does it lose all its settings every time it disconnects. It is truly a useless device if it drops from the network and then loses its SSID settings forcing me to reset it and re configure the network every time. There are TV’s, phones, laptops all working fine. Seriously disappointed . A $300 doorbell.

Re: Arlo video doorbell keeps going offline

JamesC — Wed, 22 Jul 2020 16:21:11 GMT

Pesdel01,

This is not typical behavior for the Arlo Video Doorbell and could indicate a deeper issue. Please contact the Arlo Support Team to further investigate. You will find several options for contacting support in the provided link.

JamesC

Re: Arlo video doorbell keeps going offline

Charmed79 — Wed, 22 Jul 2020 17:50:14 GMT

I've tried support 3 times now with absolutely no help whatsoever. All they did was tell me to do the exact same things I had already tried, and then they stopped replying all 3 times. I thought this was a place to help without needing to contact support?

Re: Arlo video doorbell keeps going offline

Jk4453 — Fri, 24 Jul 2020 16:43:20 GMT

Hmmm, mine worked exactly 2 months also. Then I got message the battery was almost dead. Didn't know it had a battery. Spoke with tech and he said there is a battery inside and wiring keeps it charged. My doorbell eventually died altogether. They are sending me a new one. We will see how it works. Keep fingers crossed. Kinda worried after reading these posts.

Re: Arlo video doorbell keeps going offline

Charmed79 — Sat, 25 Jul 2020 21:43:08 GMT

I wasn't aware either, they never mentioned it having a battery, because of it needing to be hardwired. Good luck with the new one!

Re: Arlo video doorbell keeps going offline

Pesdel01 — Mon, 27 Jul 2020 09:49:14 GMT

OK, after much research I think I resolved it. The house has a router at the back and an access point at the front, where the Doorbell sits. I suspected some form of conflict occurring between the access point and the router, which whilst very weak would still be delivering a signal to the doorbell.

I had the Router manually set to Channel 1 and the Access Point to Channel 6. General rule of thumb is keep 3 channels between the 2, but I thought I would try a bigger spread, configuring the Access point to operate on Channel 12.

So far, 4 days without any hitch.

Re: Arlo video doorbell keeps going offline

Charmed79 — Mon, 27 Jul 2020 21:19:26 GMT

Good luck, hopefully that works for you. Unfortunately we only have the router and still having issues, ours worked fine for months before our issues started.

Re: Arlo video doorbell keeps going offline

AdrienneA — Sat, 19 Sep 2020 20:36:31 GMT

My doorbell takes itself offline randomly throughout the day. It’s annoying. I have to go to modes ad re-arm it.

Re: Arlo video doorbell keeps going offline

Pesdel01 — Sun, 20 Sep 2020 23:14:04 GMT

Hi AdrienneA,

I too had this problem and I believe it was conflict on my home network. The Doorbell was connecting via a WiFi Access point even though I had the Access Point operating on separate channels from main WiFi router I think conflicts were still arising. I suspect it would drop from the AP and try and connect to the main router which was obviously quite a weak signal, then it would disconnect from the network. The fix for me was to replace the WiFi access point with a much higher quality AP. This fixed the issue and have had 100% stable and connected Doorbell since.

Re: Arlo video doorbell keeps going offline

Charmed79 — Mon, 21 Sep 2020 01:19:00 GMT

Ok, so on the recommendation of someone from another site, I have turned off band steering in our router settings. So far it's been 5 days with no drops, no restarting, and the video feed also comes up much faster with less lag. I don't want to jinx myself, so hoping that has been the issue all a long. To anyone with a router that has band steering turned on, try turning it off and see how it works. I wish someone from Arlo would have mentioned that, I even told them what router we had and the settings that were being used. We should not have to go elsewhere for help with their products.

Re: Arlo video doorbell keeps going offline

PaulRun — Thu, 17 Dec 2020 23:33:18 GMT

Mine disconnected 1 hour after set up. Set it up again and same thing. 20 feet from router. full strength wifi. Worked good when it worked. I hope I didn't get a piece of junk.