topic Re: The new app update is causing my cameras and base station to go offline. in Arlo

The new app update is causing my cameras and base station to go offline.

rezasadeghi — Sat, 10 May 2025 19:42:02 GMT

Hi Arlo Support Team,

Since the recent Arlo app update, my cameras and base station have been going offline frequently. This issue began right after the update and has made the system unreliable.

I also recently added three XL Essential Outdoor Cameras to my setup, and I’m not sure if the issue is related to the new devices, the update, or both.

To temporarily restore functionality, I’ve had to close and reopen the app multiple times, which is inconvenient and not a long-term solution.

Please advise on how to resolve this issue at your earliest convenience.

Best regards,

Re: The new app update is causing my cameras and base station to go offline.

BrookeN — Mon, 12 May 2025 17:06:19 GMT

Is it just your indoor camera that you are seeing offline or all the cameras going offline. Looking into the account I do see all camera's are online except the indoor one.

Re: The new app update is causing my cameras and base station to go offline.

rezasadeghi — Mon, 12 May 2025 23:18:56 GMT

Thank you for your response. Currently, the cameras appear to be online; however, as I mentioned, the application occasionally requires multiple restarts to display the camera feed. The cameras seem to be functioning, but the application and web interface are intermittently unable to connect. This issue usually resolves itself after several restarts of the application, but the problem occurs randomly and not consistently.

Re: The new app update is causing my cameras and base station to go offline.

BrookeN — Tue, 13 May 2025 13:52:36 GMT

Can you please reach out the next time it happens and I will have you pull some logs for me, so the development team can look into it further.

Re: The new app update is causing my cameras and base station to go offline.

rezasadeghi — Sat, 17 May 2025 04:43:40 GMT

Hello, I recorded a video on my phone to demonstrate another problem with my application that may be related to the main issue. Unfortunately here it wont let me to upload it. Please let me know how can i send the video for you. This might be helpful.

Cheers

Re: The new app update is causing my cameras and base station to go offline.

StephenB — Sat, 17 May 2025 12:02:58 GMT

@rezasadeghi wrote:

Hello, I recorded a video on my phone to demonstrate another problem with my application that may be related to the main issue. Unfortunately here it wont let me to upload it.

If you can put it into cloud storage or youtube, then you can post a link to it.

Re: The new app update is causing my cameras and base station to go offline.

rezasadeghi — Sun, 18 May 2025 11:22:46 GMT

Hi, here is the link

https://photos.app.goo.gl/aBGbEDs1NTASRxi67

As you see in video the I have to close and open the Arlo app several time to see the camera. it shows network issue but I am near the router. I hope this video helps.

Re: The new app update is causing my cameras and base station to go offline.

BrookeN — Mon, 19 May 2025 16:22:09 GMT

Thank you for providing that video and information. I have let the development team know the behavior you are seeing. I will update you as soon as possible.

Re: The new app update is causing my cameras and base station to go offline.

BrookeN — Mon, 19 May 2025 17:49:40 GMT

Can you please restart the app and see if you are still seeing the same behavior?

Re: The new app update is causing my cameras and base station to go offline.

rezasadeghi — Mon, 19 May 2025 18:15:23 GMT

Restating the app as I explained it before fix the issue temporarily and it will back. I power cycle the hub and so far I haven't experienced the issue yet. I am going to give it a time and I will check it constantly to see if the problem comes back. I hope the developer can find the bug after you sent the video for them.

Re: The new app update is causing my cameras and base station to go offline.

BrookeN — Mon, 19 May 2025 20:20:27 GMT

I understand that you have tried that before. However, I was asked by the development team to have you restart the app. Can you please do that and then let me know within the next day or so if you are still seeing the same behavior.

Re: The new app update is causing my cameras and base station to go offline.

rezasadeghi — Mon, 19 May 2025 22:44:16 GMT

Sure, I did restart the app and I will update you tomorrow.

Cheers

Re: The new app update is causing my cameras and base station to go offline.

rezasadeghi — Tue, 20 May 2025 18:15:32 GMT

Hi,

So far I haven't gotten any error messages regarding network issue but I experienced some of my cameras go offline and get back to online randomly. I will update you again if something happens.

Re: The new app update is causing my cameras and base station to go offline.

mars63 — Thu, 26 Jun 2025 14:46:23 GMT

It’s constant! The cams are slow to load. Sometimes it takes several times of app refresh and or several times of unplugging and plugging the base back in. It’s so annoying when you spend the amount of money to have to go through this and when you’re not home, well…… you’re pretty much screwed to put it bluntly. I am so frustrated with Arlo anymore. It should not be doing this.