topic Re: Base station won't connect to the internet in Arlo

Base station won't connect to the internet

nate1609 — Mon, 26 Sep 2016 23:16:40 GMT

My arlo system was working perfectly up till this morning, when all of a sudden the netgear receiver decided it wasn't going to connect to the internet. I have tried absolutely everything that is in the forums. And its still doing it. I even went out and bought a new base station just now, and it does exactly the same thing, will not connect to the internet.

This is an absolute joke. Its not my end, so what is happening on netgears end? My internet connection is working well, all my other computers and tvs in the house connect to the internet just fine, i have tried different cables, i have tried resetting, i even deactivated the base station to try that, but of course, now i can't reactivate it cause it won't see the internet.

Fix this problem, its a joke

Re: Base station won't connect to the internet

TomMac — Fri, 17 Jul 2015 00:16:00 GMT

Contact netgear and place in a trouble ticket... they can read your logs which can help you solve your problem

Re: Base station won't connect to the internet

nate1609 — Fri, 17 Jul 2015 00:28:25 GMT

Have alrady done that, and to say the least, their service is not that great

Re: Base station won't connect to the internet

msilverman — Fri, 17 Jul 2015 01:36:17 GMT

Having the same issue. Seems to be firmware update 1.10.1.684_9712 which occurred on 7/15/15.

Re: Base station won't connect to the internet

TomMac — Fri, 17 Jul 2015 01:42:34 GMT

msilverman wrote:
Having the same issue. Seems to be firmware update 1.10.1.684_9712 which occurred on 7/15/15.

Thats not the FW update..... ( prob its the browser version )

for the BASE it is located at SETTINGS/BASE STATION SETTINGS and is currently 1.4.2695 and is full release as of last week

Re: Base station won't connect to the internet

msilverman — Fri, 17 Jul 2015 01:55:18 GMT

Thanks. My basesation setting is empty. Either way, it seems a lot of us are reporting the same problem.

Re: Base station won't connect to the internet

nate1609 — Fri, 17 Jul 2015 03:23:19 GMT

Yes.... and it doesn't seem like it will be fixed anytime soon..... which is absolutely pathetic. You think they would be jumping on this major issue considering how many people are having the problem, but i haven't seen any action as of yet at all!

Re: Base station won't connect to the internet

manilaBoy — Fri, 17 Jul 2015 08:36:18 GMT

HI Guys

i took my base station into JB HIFI and they replaced my Base station, THANK YOU JB HIFI, far better support than from NETGEAR.

Guess what still the same problem, and there website will not even recognize the new Base station, and i have tried a full new system set-up.

The problem is at there end, its a system problem, maybe because of micosoft did security updates and it has stuffed there system up.

so all we can do is wait until they get there end fixed, i will give them 2 weeks, if not fixed by them i will be going back to JB HIFI for a full refund and put in hard wired cameras.

i lke to THANK JB hi-fi for replacing my Base station even though i did not have the boxes.

Re: Base station won't connect to the internet

nate1609 — Fri, 17 Jul 2015 08:38:35 GMT

Totally agree its on there end. Just wish somebody would communicate with the multitude of users that are having this problem, instead of everyone being in the dark.

I contacted fair trading today, and they told me if the product does not do as advertised, we all have a right to a full refund. So i will be giving them a week, seeming support hasn't contacted me at all, and nobody seems to be monitoring the forums..... its a tad pathetic

Re: Base station won't connect to the internet

manilaBoy — Fri, 17 Jul 2015 09:38:05 GMT

Someone in Netgear has stuffed up big time, and Maybe cannot find a solution to the problem, so they are keeping quite because they DON'T have the right answers, we should all get a FREE camera for this big stuff up once fixed!!!!!!

Re: Base station won't connect to the internet

msilverman — Fri, 17 Jul 2015 13:01:00 GMT

Firefox:

"Your base station is not connected to the Internet. Please make sure it's powered on and connected to your router."

Safari: Works fine

Android App: Working fine

Issue now seems to be browser related for me.

Re: Base station won't connect to the internet

Rfallona — Fri, 17 Jul 2015 13:36:28 GMT

Thanks for that browser comment. It seems like Firefox has problem, but Internet Explorer is working. Strange.

Re: Base station won't connect to the internet

CalicoSalsa — Fri, 17 Jul 2015 20:47:16 GMT

Count another who lost Arlo internet connection. Tried resetting base, re-syncing cameras.

On my iMac browser connection to Arlo site, getting this message "Your base station is not connected to the Internet. Please make sure it's powered on and connected to your router." at the Camera screen. Except not always, when I first sync a camera they all show up, but then it changes.

Mode shows base station offline.

Settings / Base station settings shows the base station serial number and the list of cameras shows the right numbers but all offline.

On my iPad Arlo app, same message "Your base staation is not connected to the Internet. Please..."

BUT - if I go to Library, there are all the videos, including ones taken now while Arlo thinks it is offline. Intermittent videos, probably matching when the cameras show active after a sync. So Arlo *is* making a connection, but thinks it is not, or else loses the connection.

Hope that helps Netgear fix this.

Re: Base station won't connect to the internet

CalicoSalsa — Fri, 17 Jul 2015 20:54:21 GMT

OK my cameras are definitely working as I'm getting email alerts. But both the app and browser still say my base station is offline. Therefore I can't change modes.

Those of you reporting similar problem - check your Library, are you seeing video?

I'm on hold with Netgear, listening to maaany messages about what to check for other Netgear gear. My purchase still in 90 day window, so support should be free, if I can get to them.

Re: Base station won't connect to the internet

Rfallona — Fri, 17 Jul 2015 21:08:41 GMT

CalicoSalsa

I was seeing the same problem as you although it was intermittent when using the FireFox browser. I was able to view the videos even with the base station being "offline".

Try using Internet Explorer. It seems to be consistently working with that browser today.

Good Luck.

Re: Base station won't connect to the internet

JohnR — Fri, 17 Jul 2015 21:27:10 GMT

Hi Everyone,

It apepars that there are some issues with Firefox browser, althought my colleague have tested it and was able to get it to work. You may also want to follow this thread for the firefox issue. On the other hand, I'll continue to monitor this thread.

If you have questions, I will be happy to get the answers for you.

Thanks,

JohnR

Arlo Team

Re: Base station won't connect to the internet

CalicoSalsa — Fri, 17 Jul 2015 21:33:56 GMT

Thank you Rfallona, I am Mac so I don't use IE. But my iPad app works - sort of - I was able to see Mode, and my Rules were all back to default, no Modes, all gone. Was able to change some of the Rule settings for 2 cameras but not the third.

On Chat mode with Netgear, and tried Safari, it is working.

Re: Base station won't connect to the internet

Rfallona — Fri, 17 Jul 2015 22:17:46 GMT

So it looks like IE for Windows and Safari for Mac is a good workaround for now. Yay!

Re: Base station won't connect to the internet

MattA82 — Fri, 17 Jul 2015 23:35:28 GMT

Add me to the list. Lost connection 07/15, contacted Arlo support and they have blamed fault on my ISP and advised they are working on a fix. Stil nothing.

Not happy at how long it is taking them to fix. If its still broke this time next week you have lost me Netgear.

Re: Base station won't connect to the internet

Canadian1 — Mon, 27 Jul 2015 01:38:07 GMT

Im having the same issues still, was away on vacation. Just got home and realized that it hasnt been working, not sure if it was all week. I cant seem to get it back "online", all 3 lights on the base station are green (after restarting), im on a mac, tried firefox and safari but no luck. There is a restart option for the base station on the phone but its greyed out. Not sure what to do, I dont want to deactivate it in case i cant reactivate it after...