topic Re: Message says device offline, and cameras offline in Arlo

Message says device offline, and cameras offline

pam — Thu, 29 Sep 2016 18:25:08 GMT

i am getting a message to say my cameras are offline and it seems like my base station is offline. I have checked Internet and power on base station and both are ok. But one of my cameras is recording and i get email messages when this happens. Can anyone explain why this is happening, and offer some tips which are not too technical. I want to make changes to the schedule but can't acces this option because of the offline status. Thanks for any help.

Re: Message says device offline, and cameras offline

jguerdat — Wed, 30 Mar 2016 00:01:39 GMT

A couple of quick things to try.

1) Use the power switch on the base.

2) use the app or browser, whichever you haven't tried or use a different browser.

Do either of these help?

Re: Message says device offline, and cameras offline

AAnderson5406 — Wed, 30 Mar 2016 02:13:22 GMT

Mine says device is not connected. Make sure it is connected to router and have a working Internet connection. I have Internet and it is working.

Re: Message says device offline, and cameras offline

JamesC — Wed, 30 Mar 2016 20:23:33 GMT

AAnderson5406,

What device are you experiencing this behavior on (app/web client)? Do you experience the issue if you use a different device?

Some users have had issues when trying to view while security software such as Bitdefender is enabled. Consider disabling any security software you may have and try again.

JamesC

Re: Message says device offline, and cameras offline

LovelyNot — Thu, 31 Mar 2016 21:48:36 GMT

LOL, blaming other software, that's rich. It can't be other software, because it worked before, didn't it?

I'm also seeing this way too much, it must be on your end of the line, netgear. *Every* other website or service (even YouTube) works fine. No other devices using the internet, just the base station.

I also see this a lot when checking the house via 4G. Usually the live view doesn't even start. App crashes often (on up to date Samsung Note 4 Android system).

Re: Message says device offline, and cameras offline

jguerdat — Fri, 01 Apr 2016 13:02:47 GMT

Now you're just trolling.

BitDefender has been a fairly consistent offender for connection problems - all you have to do is search here to find various threads with such reports and resolutions. Yes, other software can and does cause problems.

Also, most folks don't tell us everything that has gone on. I'm retired IT (Unix/PC/network) and users would tell me everythinng that happened to get them to their situation. And then I'd find something and there would be the "Oh, yeah, and then there was that" moment. Internet troubleshooting is always problematic since we can't see the whole situation.

Do us all a favor and contribute, not troll.

Re: Message says device offline, and cameras offline

pam — Wed, 06 Apr 2016 08:41:27 GMT

Thank you, I resynced both cameras, one was initially flashing orange which I realised was because it was updating the software. When I resynced it again it flashed blue, and then I was able to see both cameras on my browser. Not sure though why I couldn't see the camera which synced ok the first time. Thank you for your help.

Re: Message says device offline, and cameras offline

Jace_Cabz — Thu, 07 Apr 2016 18:05:55 GMT

The base says its offline. Was working fine last night. I tried powering off and on. I also tried to sync the camera, but when pressing sync button on the base for a couple seconds, the sync indicator will not turn on.

Re: Message says device offline, and cameras offline

JamesC — Fri, 08 Apr 2016 21:18:45 GMT

Jace_Cabz,

What is the LED behavior on the base station (power light, internet light)? Do you get the same behavior from both the web client and the mobile app?

JamesC

Re: Message says device offline, and cameras offline

Jace_Cabz — Mon, 11 Apr 2016 02:53:38 GMT

The power and Internet light is on(green). the mobile app says it's not connected.

Re: Message says device offline, and cameras offline

jguerdat — Mon, 11 Apr 2016 12:21:25 GMT

Assuming this is a first install process for your account, the app device has to be on WiFi on the same network as the base. Have you tried the browser suggested above?

Re: Message says device offline, and cameras offline

Docmm — Mon, 18 Apr 2016 13:40:44 GMT

My cameras are offsite, I can't just resync my cameras without driving for an hour and a half.
You need to work on this problem full time to fix it, not just try patches to get thru.

Re: Message says device offline, and cameras offline

JamesC — Tue, 19 Apr 2016 21:04:37 GMT

Docmm,

Consider a base station reboot. This can be done remotely by logging in to your Arlo account and navigating to Settings > My Devices > select your base station > Restart. Allow the base station to come back online and check the status of the cameras. If they are still showing offline, they may need fresh batteries. Try installing a fresh set and check to see if that brings the cameras back online.

JamesC

Re: Message says device offline, and cameras offline

Ctbrown101 — Sun, 24 Apr 2016 06:57:43 GMT

Reboots are not solving this issue. You have a serious problem with the app. It all started after I updated the app.

Re: Message says device offline, and cameras offline

JamesC — Mon, 25 Apr 2016 22:12:37 GMT

Ctbrown101,

Are you seeing the same behavior on the web client? Consider replacing the batteries with a fresh set and check to see if that brings the camera back online. Please let me know if you continue experiencing this issue.

JamesC

Re: Message says device offline, and cameras offline

Ctbrown101 — Mon, 25 Apr 2016 23:18:07 GMT

Hi James,

Yes - I am seeing the same behaviour on the web client. So web client, iPhone, iPad are all shwing the cameras as offline.

I tried also resetting the base station using the 'reset' pinhole on the back of the base unit. This also did nothing to improve the situation.

I press the sync button on the base station and the green light on the base station begins to blink. Then I press the button on the camera (making sure to hold it close to the base station) and the camera blinks once slowly in ORANGE. Then it appears to blink ORANGE every 10-30 seconds after that. When I originally set it up the camera blinked BLUE (the way it should).

I just changed the batteries in the camera only a few weeks ago - so I have ruled out failed batteries as a cause.

Cheers,

Craig

Re: Message says device offline, and cameras offline

jguerdat — Tue, 26 Apr 2016 12:00:19 GMT

No, you didn't. The blnking amber means low batteries. Change 'em.

Re: Message says device offline, and cameras offline

Ctbrown101 — Tue, 26 Apr 2016 21:20:15 GMT

Well, the batteries are brand new. I only replaced them about three weeks ago, so your 'help' is not helpful.

It also doesn't explain why my other two cameras (which also have full batteries) are also offline.

Re: Message says device offline, and cameras offline

JamesC — Tue, 26 Apr 2016 23:10:43 GMT

Ctbrown101,

If you pressed the reset pinhole on the back of the base station, this would have factory reset the system. This would explain why the other cameras are showing offline. You will then need to remove and add the base station back to your account.

After the base station has been removed, click "Add Device" on the cameras screen, select Base Station and follow the on screen instructions.

After the base station has been added back to the account, you will then need to go through the camera sync process.

Pay close attention to the camera LED behavior when syncing: What do the different LED behaviors on my Arlo Wire-Free camera mean? A slow blinking amber LED indicates dead batteries, if you get this result, they may need replaced before you can complete the sync process.

JamesC

Re: Message says device offline, and cameras offline

Ctbrown101 — Tue, 26 Apr 2016 23:27:59 GMT

Hi James,

All three cameras were showing offline for two weeks BEFORE I ended up using the reset button as a last resort.

One day I suddenly stopped recieving ARLO Alerts in my email and after a few days I wondered perhaps if the system was OK.

When I checked it, I found all three cameras showing as offline. This was LONG BEFORE I started troubleshooting and trying different solutions.

I've tried so far - Rebooting the base station, reseating all the cables and connectors, checking for firmware updates, removing and re-adding both the base station and the cameras. I tried re-syncing a camera the other day and it blinks ORANGE every 10-20 seconds. I just replaced the batteries in it less than a month ago so I am having trouble believeing the batteries have ran out. Besides, this does not explain why my other two cameras went offline also.

The system is less than 4 months old and I'm losing my patience with this expensive (but troublesome) security 'solution'.

Craig