topic Re: Basestation offline, but camera sending video & alerts??? in Arlo

Basestation offline, but camera sending video & alerts???

8500rpm — Thu, 12 Jan 2017 21:12:04 GMT

I've had the base station VMB3000 with three cameras for 8months now, working perfectly. Have changed batteries, that's all.

But suddenly Basestation if offline, cameras disconnected. I restart base station and all three leds light up, reconnect one camera and BAM... does NOT work?

Is there any problems with the Arlo Servers? (as the base station shows the green light and apparently sending motion detected video feed to Netgear servers).

In Arlo App and Web client Basestation and Cameras are constantly offline so cannot access them.

Please help!

Markus

Re: Basestation offline, but camera sending video & alerts???

Wabukhaled — Fri, 13 Jan 2017 16:28:38 GMT

The 3 lights on the base unit are solid green. However, the apps tell me that my base unit appears off line. But, the camera detects motions and is able to transmit to the app the video& audio clips.

please help.

Re: Basestation offline, but camera sending video & alerts???

8500rpm — Fri, 13 Jan 2017 17:25:15 GMT

Exactly like that Wabukhaled, it cannot be that during the same dates we get the same problem???

Why doesn't Netgear comment? At least they could clear their back with saying that 'All services work fine, it's just in your head' or something 🙂

What has changed? My cameras died, but I got one syncced again, cannot see it in the App/Web, seems like Basestation is Offline.

Re: Basestation offline, but camera sending video & alerts???

JamesC — Mon, 16 Jan 2017 18:55:49 GMT

8500rpm,

This sounds like it could be a display issue if your cameras are still detecting motion and producing recordings in the library. Consider trying to view from a different device (or try a different browser) to see if you get the same results.

JamesC

Re: Basestation offline, but camera sending video & alerts???

jdboswell425 — Sat, 22 Apr 2017 14:33:00 GMT

This is exactly what is happening to me. Seems like it is just the web site. not the hardware. I can't get an answer from support either. they just keep saying the same thing, power off and reset.

Re: Basestation offline, but camera sending video & alerts???

jdboswell425 — Sat, 22 Apr 2017 14:34:36 GMT

I have tried the web in Google Crome and Microsoft IE, get the same results.

Re: Basestation offline, but camera sending video & alerts???

jguerdat — Sat, 22 Apr 2017 21:40:13 GMT

What about the app?

Re: Basestation offline, but camera sending video & alerts???

JamesC — Tue, 25 Apr 2017 16:30:47 GMT

jdboswell425,

As mentioned above, do you see this behavior when using the mobile app?

Check to make sure you have flash enabled and up to date. You might also consider (temporarily) disabling any security software you may have (Bitdefender) to further isolate as some users have encountered issues with these.

JamesC

Re: Basestation offline, but camera sending video & alerts???

jdboswell425 — Tue, 25 Apr 2017 18:28:10 GMT

Yes, we have the same problem on the phone application. However the phone application is a little different as it goes directly to getting status and says the device appears offline, appears like it is getting the status of the camera instead of the base station, but I do not know if that is true or not. The web applicatrion opens on the device tab and indicates the camera is live, but if you click on it then it says offline. It does not appear that it is recording again. If i sync it, then it will record once, when I click on the mode tab the base station indicates offline. Of couse all the lights on the base station indicate on-line.

The only security I use is windows defender, are you suggesting that i turn that off?

I do not know how to check Crome to make sure flash is enabled and up to date, can you help me with that?

Thanks for your help.

Re: Basestation offline, but camera sending video & alerts???

jguerdat — Tue, 25 Apr 2017 23:51:38 GMT

Don't turn off Windows Defender. I use it with no problem.

As long as Chrome is up to date, the built-in Flash is up to date, too.

Re: Basestation offline, but camera sending video & alerts???

JamesC — Wed, 26 Apr 2017 16:04:28 GMT

jdboswell425,

At this point, just to cover all bases, you might consider a factory reset and start fresh.

Log in to your Arlo account and remove all devices from Settings > My Devices. (You should see the LEDs on the base station flash amber and the base reboot, if you don't, press and hold the reset button until all LEDs flash amber).

Allow the base station to come back online, log in to your Arlo account and click "Add device", select base station and follow the on screen prompts. After the base is added you can then proceed to sync cameras.

Let us know if you continue seeing the same behavior.

JamesC

Re: Basestation offline, but camera sending video & alerts???

jclinto — Sun, 14 May 2017 18:43:14 GMT

Did this ever get solved.

I have the same issue, all been working fine, then bam, Base station model is offline but video records

Re: Basestation offline, but camera sending video & alerts???

JamesC — Tue, 16 May 2017 20:30:34 GMT

jclinto,

Consider rebooting your base station (using the on-off button). Allow the power and internet LED to turn solid green and try again. Do you still see the same behavior?

JamesC

3 sec ago

Re: Basestation offline, but camera sending video & alerts???

jclinto — Fri, 19 May 2017 08:14:27 GMT

Yes same issue? What has changed your end - this was all working fine for months now I'm getting issues?

Also when I do get the base station internet to go green - after a while is goes orange again

Re: Basestation offline, but camera sending video & alerts???

JamesC — Fri, 19 May 2017 20:30:01 GMT

jclinto,

Please contact the Arlo Support Team to further investigate this issue. You will find several options for contacting support in the provided link.

JamesC