topic Re: camera offline help-Version 1.10.5.708_10299 in Arlo

camera offline help-Version 1.10.5.708_10299

tom — Tue, 27 Sep 2016 20:14:10 GMT

Arlo,

please help!

i have had my 4 camera system for a few (maybe 6) months.

with a centrally located basestation and nearly equidistant camera positions around my home, they were constantly loosing signal or temporarily going offline requiring reboot or re-login to resolve.

this was always a pain, but for such a low cost item, i felt it was tolerable.

commonly if i had the 4 of them pulled up on my pc so i could view while sitting at my desk, they would randomly go offline or freeze multiple times in just a few minutes.

now when i login it says "camera is offline" on 3 of the 4 camera views...this is the case for the past 3 weeks.

i've restarted the modem, router, and basestation multiple times and in various orders, to no avail.

please help me resolve this, because i don't want to join all those hate-bloggers trashing your product...i just want it to work correctly!

my ratings:

-easy install and set-up

-easy to access and view from mobile apps

-terribly unreliable

-Tom McDonough

Re: camera offline help-Version 1.10.5.708_10299

jguerdat — Sun, 13 Dec 2015 14:11:54 GMT

You might want to use a WiFi analyzer on a mobile device or WiFi laptop to see what signals are near you to verify you have the best signal possible. Try to use channels 1, 6 or 11.

Other possibilities include other devices that use the 2.4GHz band that are close enough to cause interference. You could try moving the base a bit or even just rotating it to see if that helps. Any new WiFi devices or microwaves in use? You could try powering down as many other things that use 2.4GHz. as a test to see if things improve.

Re: camera offline help-Version 1.10.5.708_10299

JamesC — Mon, 14 Dec 2015 17:19:58 GMT

tom,

You state that you have had the cameras for quite some time. In addition to the suggestions made by jguerdat, consider replacing the batteries with a fresh set for each camera. The reason the cameras are offline may be due to drained batteries.

JamesC

Re: camera offline help-Version 1.10.5.708_10299

Neebees — Wed, 16 Dec 2015 07:17:48 GMT

If you owned anything of value you wouldn't be using a WiFi network connection to secure your home.

Re: camera offline help-Version 1.10.5.708_10299

Neebees — Wed, 16 Dec 2015 07:23:31 GMT

Have you checked your cameras to see if anyone has stolen them?

It's quite common really.

Re: camera offline help-Version 1.10.5.708_10299

Itbehook — Wed, 16 Dec 2015 07:31:36 GMT

I have the same problem. I've had my cameras for 6 months and today one went offline. I replaced the batteries with a fresh set and nothing. No blue light, no nothing.

Re: camera offline help-Version 1.10.5.708_10299

JamesC — Wed, 16 Dec 2015 16:14:16 GMT

Itbehook,

If you are getting no LED on the camera at all when replacing the batteries with a fresh set this could indicate a defective camera. Consider contacting the Arlo Support Team for further investigation of this issue.

JamesC

Re: camera offline help-Version 1.10.5.708_10299

Maggo — Sun, 10 Jan 2016 15:19:26 GMT

Same problem with cameras not working on live feed. However, camerasrecird and send files when movement in cameras. Can't be the cameras then.

Hello Arlo - get us some answers here!

Re: camera offline help-Version 1.10.5.708_10299

Maggo — Sun, 10 Jan 2016 15:21:51 GMT

Cameras work and send files when movement in cameras. Can't be the batteries then?

Re: camera offline help-Version 1.10.5.708_10299

jguerdat — Sun, 10 Jan 2016 22:17:05 GMT

Live view issues may be a Flash issue. Are you using the app or browser? Have you tried the other and/or a different browser?

Re: camera offline help-Version 1.10.5.708_10299

Maggo — Mon, 11 Jan 2016 13:50:30 GMT

I am using the app only. Cameras record and give files but no live feed. In camera windo Arlo gives message that "Arlo unit seems to be off-line - make sure it is connected to internet" But it is connected and records.

When trying to restart the base unit on the app it says: "we are sorry, the messaging service is currently down. Please try again." I have tried at least 20 times the last week. Same error.

This problem started when you updated the app around Christmas time.

Apparently no problems with batteries, only app i.e. no flash-issue, intenet is on.

Please give me intructions how to fix this.

Re: camera offline help-Version 1.10.5.708_10299

jguerdat — Mon, 11 Jan 2016 19:08:44 GMT

For starters, try a computer web browser. That will help nail down if it's an app or device problem. Also, use the power button to restart the base. There's a difference between the app Restart button and a true power off reset.

Re: camera offline help-Version 1.10.5.708_10299

Maggo — Mon, 11 Jan 2016 20:24:31 GMT

Have now tried the webbrowser - same message (no internet connection) on the live feed cameras but library files work.

I have my Arlo cameras in a house 600km from home - won't be there for a couple of weeks - can't use the power button to restart the base.

Any other suggestions to solve this?

Re: camera offline help-Version 1.10.5.708_10299

jguerdat — Mon, 11 Jan 2016 21:05:52 GMT

Unfortunately, no, not without physical access. Is there someone who can power reset the base? If not, your only choice is to hang in there until you get back there.

Re: camera offline help-Version 1.10.5.708_10299

Maggo — Mon, 11 Jan 2016 21:08:35 GMT

I'll see if I can get someone there. Only to reset on the button om the base unit - not pull the electrical cord from the wall?

Re: camera offline help-Version 1.10.5.708_10299

jguerdat — Tue, 12 Jan 2016 12:34:31 GMT

Don't use the reset button! You'd then have to re-sync all cameras and set things back up again. Just use the power switch or power cord.

Re: camera offline help-Version 1.10.5.708_10299

Maggo — Tue, 12 Jan 2016 13:58:13 GMT

Ok - then I did the right thing the other day - took out the power cord and put back. Nothing changed.

Perhaps a bug in the Arlo system that you need to fix. Time for a new updated version?

Re: camera offline help-Version 1.10.5.708_10299

jguerdat — Tue, 12 Jan 2016 18:00:05 GMT

There have been glitches with the update. A factory reset likely will put things right but can't be done until you get back to re-sync cameras.