topic Re: All Cameras Have Disappeared in Arlo

All Cameras Have Disappeared

mhconley — Sat, 04 Feb 2017 02:47:19 GMT

All 5 cameras disappeared from the app yesterday. They kept detecting motion and recording for about 12 hours but then that stopped, too. I'm traveling and had my son reboot the base but still nothing. I'll try to get them back online tomorrow but I'm very disappointed. They only worked for 3 days. They all showed about 90% battery last time I checked. They were great while they worked.

Is losing all cameras a frequent occurrence or is my refurbished system still faulty?

Re: All Cameras Have Disappeared

mhconley — Sat, 04 Feb 2017 05:51:26 GMT

Tried powering off the base station. When it rebooted it had three green lights but still no cameras. I tried the reset button and now it only has two green lights and the app shows no cameras. I'll call tomorrow.

Re: All Cameras Have Disappeared

mhconley — Sat, 04 Feb 2017 06:00:20 GMT

I even tried repairing one camera where it is mounted and now the base station has three green lights but the app still shows no camera. I then brought the camera to within a foot of the base station and paired it again, still three green lights and no cameras. I think this base station is defective.

Re: All Cameras Have Disappeared

mikes078 — Sat, 04 Feb 2017 12:01:42 GMT

I have the same exact problem and it started on 2/2/17.

Re: All Cameras Have Disappeared

jguerdat — Sat, 04 Feb 2017 13:36:13 GMT

mhconley wrote:
I even tried repairing one camera where it is mounted and now the base station has three green lights but the app still shows no camera. I then brought the camera to within a foot of the base station and paired it again, still three green lights and no cameras. I think this base station is defective.

Since you already did a reset, it's time to do a full reconfiguration. Remove ALL devices in Settings, My Devices. Power cycle the base and open and close all battery doors (remove batteries and replace if Pro cameras). Use the Add Device button in the Devices tab to add the base and sync the cameras. Check for firmware update notices.

Does it work now?

Re: All Cameras Have Disappeared

mhconley — Sat, 04 Feb 2017 15:38:33 GMT

None of the cameras show up anywhere in the app. I cannot remove devices because none are there. I cannot add devices. They go through the pairing routine and all the lights flash like they are pairing/paired but no devices or cameras show up in the application.

Re: All Cameras Have Disappeared

TomMac — Sat, 04 Feb 2017 16:24:36 GMT

mhconley wrote:
None of the cameras show up anywhere in the app. I cannot remove devices because none are there. I cannot add devices. They go through the pairing routine and all the lights flash like they are pairing/paired but no devices or cameras show up in the application.

First thing if you haven't done it is a simple power button reboot of the base.

After that, delete the app and re-install on your phone ( or use a PC at https://arlo.netgear.com/ ) along with a reboot of your phone with the power button

If still NG, then you'll have to do a full reboot of the base ( hold in the reset for about 10 secs till the leds flash ) and re-sync the cameras.

( start with just one to see if it comes back )

And, to answer the ?, no it's not normal to drop out, I've had a base unit running for over two years and drop outs have been from internet or power only.... most of the time it came back on its own

Re: All Cameras Have Disappeared

mhconley — Sat, 04 Feb 2017 16:49:32 GMT

Tried a power button reboot: no cameras on https://arlo.netgear.com.

Tried a full reboot of the base with reset button: no cameras on webpage.

Deleted and reinstalled iOS app: no cameras on app or webpage.

Tried pairing one camera: no cameras on app or webpage.

Re: All Cameras Have Disappeared

mhconley — Sat, 04 Feb 2017 16:55:09 GMT

Tried pulling the batteries out of a camera and repairing: no cameras on app or webpage.

Re: All Cameras Have Disappeared

TomMac — Sat, 04 Feb 2017 17:23:03 GMT

I'll be honest with you... It sounds like a Netgear warranty issue at this point... Contact Support re same

Keep/write a list of things you've done as they'll want to know before replacing

Re: All Cameras Have Disappeared

mhconley — Sat, 04 Feb 2017 18:43:02 GMT

Called Netgear and they said the base station had been removed from my account. Readded the base station on https://arlo.netgear.com then added each camera one by one and now everything works. If it happens again I'll request they replace the base station. Now one of my cameras is pink...

Re: All Cameras Have Disappeared

TomMac — Sat, 04 Feb 2017 19:10:33 GMT

good to hear 🙂

Re: All Cameras Have Disappeared

amygeek — Mon, 13 Feb 2017 01:18:04 GMT

TomMac wrote:
good to hear 🙂

Same problem here. Support told me that all devices had been removed from my account & to re-add the cameras. That didn't work - until I found this info here. They forgot to tell me to re-add the base station first.

Putting that frustration aside for now, my primary frustration & concern is that all my devices were removed without any warning or interaction on my side. I am the only person with access to my account & I hadn't changed anything online or with the devices themselves. The fact that they could just disappear & stop working without any interaction or notification makes them significantly less reliable as a security device for my home.

****What is Arlo doing to track down why the system is periodically deleting devices from user accounts?****

It's nice to know how to fix it, but do I need to check on a regular basis to ensure this hasn't happened yet again? There's quite a few postings from people here who have experienced this, so this isn't a one off incident. This should be a PRI1 and potentially a PRI0 incident on the Arlo side as it makes your security devices unrealiable.

Re: All Cameras Have Disappeared

JamesC — Thu, 16 Feb 2017 22:36:25 GMT

amygeek,

The only way to remove devices from your account is through logging in to the account and clicking remove device in settings. This requires the account username and password.

If you have any reason to believe someone may be accessing your account without your permission, we advise changing your password.

JamesC

Re: All Cameras Have Disappeared

Mode-is-gone — Thu, 16 Feb 2017 23:51:17 GMT

Mode tab is gone. It has been deleted. Don't know how to get it back

Re: All Cameras Have Disappeared

jguerdat — Fri, 17 Feb 2017 00:24:24 GMT

Are you using the master account or a guest account?