topic Re: phone shows my cameras offline in Arlo

phone shows my cameras offline

Shawnta42 — Fri, 01 Sep 2017 16:57:55 GMT

A couple of day my arlo account on my phone showed my cameras offline after working fine for two years. I rebooted everything like it instructed on the help tab. Now when trying to locate my base again it does not and keeps sending me to the steps of checking the internet connection, the pluging it up, then turning it on and waiting for the green lights. I done that several times and it just sends me back to the steps again. What do I do?

Re: Arlo Base

steve_t — Thu, 31 Aug 2017 10:48:45 GMT

Do all 3 LEDs turn green on the base?

Re: Arlo Base

Shawnta42 — Thu, 31 Aug 2017 13:36:55 GMT

Yes all three lights are green

Re: Arlo Base

jguerdat — Thu, 31 Aug 2017 13:39:36 GMT

Have you tried both the app and a browser to be sure it's not an issue with just one? It's possible that a reset may be needed.

Re: Arlo Base

steve_t — Thu, 31 Aug 2017 20:25:50 GMT

Is your phone wifi definitely the same network as the base station?

Re: Arlo Base

Shawnta42 — Fri, 01 Sep 2017 03:02:24 GMT

Yes it is

Re: Arlo Base

Shawnta42 — Fri, 01 Sep 2017 03:03:13 GMT

Nothing has changed it's been on the same everything from the first day I installed it.

Re: Arlo Base

Shawnta42 — Fri, 01 Sep 2017 03:04:07 GMT

I also tried the reset . I've unplugged it and left it off for a couple days as well.

Re: Arlo Base

jguerdat — Fri, 01 Sep 2017 13:20:00 GMT

That's not a reset - it's a power cycle. Also, leaving the base unplugged unduly depletes the camera batteries since they will continually try to connect to the base.

To reset, remove all devices from Settings, My Devices. Use the Add Device button to add the base and sync the cameras as if new.

Re: Arlo Base

Shawnta42 — Sat, 02 Sep 2017 00:39:52 GMT

That is what I've done and it has not connected back to my base for me to even try to sync my cameras to the base. The base is not syncing at all I've even pushed the reset button on the back of the base to get it to work. The base is not syncing .

Re: Arlo Base

Shawnta42 — Sat, 02 Sep 2017 00:41:27 GMT

I've also tried it from my laptop since I've never used it to see if it was something going on with my phone and or app.

Re: Arlo Base

Hood79 — Sat, 02 Sep 2017 04:07:18 GMT

Mine did the exact same thing same time as yours. Have you figured anything out?

Re: Arlo Base

fly-n-fish — Sat, 02 Sep 2017 04:28:33 GMT

I have the same problem. It started a few days ago. I've tried resetting base station & cameras. No luck.

Re: Arlo Base

Shawnta42 — Sat, 02 Sep 2017 14:40:59 GMT

I have not figured out anything it makes no sense it has not been touch moved nor has anything changed from the first time I bought it 2 years ago . I've looked at my feed from my phone every day and all of a sudden it just goes offline and that's it. I called in to customer service the lady said they had computer issues and she would call back and I've heard nothing.

Re: phone shows my cameras offline

HURT — Sat, 02 Sep 2017 16:48:09 GMT

How,did you get them back,up

Re: phone shows my cameras offline

jguerdat — Sat, 02 Sep 2017 19:27:50 GMT

Some folks haven't reset properly. The easy/best way is to remove all devices from Settings, My devices (this is needed even if you use the reset button) and start fresh. Use the Add Devices button to add the base and sync the cameras.

Re: Arlo Base

steve_t — Sat, 02 Sep 2017 23:57:27 GMT

Factory reset procedure
https://kb.arlo.com/1057976/How-can-I-reset-my-Arlo-base-station-to-the-default-values

I found mine worked better with turning off the base and holding the reset with a paperclip and turning on the base and waiting for the LED to change before releasing the reset button. See what works for you but definitely reset is more than just a power cycle

Re: phone shows my cameras offline

Shawnta42 — Sun, 03 Sep 2017 01:25:00 GMT

I've done that didn't work

Re: Arlo Base

Shawnta42 — Sun, 03 Sep 2017 01:26:16 GMT

I will try this I haven't just held the reset button then waited for the lights to come and thanks

Re: phone shows my cameras offline

Shawnta42 — Sun, 03 Sep 2017 01:28:07 GMT

I haven't and I've been at it for a week I've removed it from my phone.. reset my whole phone and reinstalled it the whole nine. I'm gonna try what a person suggested below to hold the reset button and keep holding it while the lights turn green.