topic Re: Device Offline - Unable to bring online in Arlo

Device Offline - Unable to bring online

ryanofford — Fri, 21 Jul 2017 06:51:34 GMT

I have 4 Arlo devices (the standard non-pro version). 3 of the cameras work and one doesn't as it says the device is offline. It's a temporary thing and an easy fix in that if I remove the batteries the camera will come back online. The problem is that the camera is mounted out of reach on the wall of my driveway. I change the batteries means getting a ladder out.

Last night there was a small 'blip' with my internet connection. A simple outage that lasted a few seconds. This wasn't anything major and is to be expected every once in a while. Absolutely every other device in my house handles this well. The exception is Arlo.

The base station immediately refused to see each of the 4 cameras. I re-booted it (and actually spotted it doing a firmware update). At first, 3 of the 4 cameras went offline.

After trying various things I couldn't get the cameras to come back on. Bear in mind this was midnight and I don't want to be mucking about removing batteries especially when I've gone to bed.

So...I ended up leaving this overnight and as of this morning only had 1 camera working. I've got to 2 of them and removed and replaced the batteries and they immediately came back online.

The driveway one hasn't as I need to get to the batteries. The problem is that now I need to be at work so it will have to wait until this evening.

This is a stupid situation to be in.

Why can't there be a simple re-try option or a re-try on the camera so that it attempts to re-connect after x minutes.

It shouldn't be a difficult thing to do (having spent 20+ years in the software world I see this as easy).

If you are going to have a device that connects remotely that you are supposed to put out of reach then it's not inconceivable to ask for a simple re-try at some point.

Having to go and get a set of ladders out to remove the batteries because of a small blip is somewhat stupid. Having (what will be) a day without camera use due to a small 5 second connectivity blip is a very 1990's archaic approach that really shouldn't exist these days.

Come on Arlo/Netgear. It's the little things that make the difference. Please add a re-try or some way of sorting this without having to get a ladder out and remove and re-insert the batteries.

As a side note (amusingly) I can re-set the Arlo router and randomly get a different camera so I can effectively cycle through this until I get the high driveway camera working and then remove the batteries from the ones I can reach easier. This suggests to me that it can work and is just a failing in proper testing of this product.

Re: Device Offline - Unable to bring online

Streak2 — Fri, 21 Jul 2017 22:57:40 GMT

I would try and do a factory reset of the base as opposed to a power cycle.

You will have to resync all of the cameras afterwards but hopefully this will sort things out.

Re: Device Offline - Unable to bring online

1Ladybug — Mon, 24 Jul 2017 03:14:11 GMT

Mine has been trying to update the firmware for 3 days now! Purchased this 5 months ago and it's been one trouble shooting hassle after another.

Re: Device Offline - Unable to bring online

Streak2 — Mon, 24 Jul 2017 04:14:43 GMT

As a matter of interest, what are your internet upload/download speeds as measured by speedtest?

Re: Device Offline - Unable to bring online

ryanofford — Mon, 24 Jul 2017 05:24:54 GMT

My broadband setup can run up to 200mbps each way. I use a wireless setup (with an antenna on the roof so no home phone line). The company that provides it is owned by a chap who lives nearby who I've known for years. It's pretty much an unlimited deal.

Re: Device Offline - Unable to bring online

eener1975 — Wed, 30 Aug 2017 11:44:50 GMT

I'm having the same issue and 1 camera isn't pairing with base station. I only have 1 camera and right now I can't fix it as I am traveling for business. Anything I can do from the road? Oh and I did update Firmware on one Saturday.

Re: Device Offline - Unable to bring online

jguerdat — Wed, 30 Aug 2017 12:53:16 GMT

The only thing you can try remotely is to restart the base (Settings, My Devices, your base, Restart button at the bottom). No guarantees.