topic Re: "You Arlo decice appears offline", but it still records video.... in Arlo

Arlo app says says Your Arlo device appears offline.

Cw7 — Thu, 21 Sep 2017 23:09:45 GMT

I have the wirelss base station and 5 cameras. One camera is recording normally and I can view the recording in the app, but the app is showing all 5 cameras offline. I have reset the modem and the base unit but nothing changes. All three green leds on the base are burnng steady. How do I get the app to work again?

Device shows offline on my mobile app but cameras still working

taylormade — Thu, 21 Sep 2017 12:46:09 GMT

My cameras are still working but on my mobile app it is telling me that the "mode" is "offline". Is there not a way to reset via mobile? Also, if it is offline, how come the camera is still working?

Re: Device shows offline on my mobile app but cameras still working

TomMac — Thu, 21 Sep 2017 13:05:59 GMT

Try and un-install and re-install the app

Re: Device shows offline on my mobile app but cameras still working

taylormade — Thu, 21 Sep 2017 13:24:07 GMT

hahaha will have to try that when I get home after work. Thanks!

Re: Device shows offline on my mobile app but cameras still working

RaunchyRedneck — Thu, 21 Sep 2017 13:26:58 GMT

I tried that. Still doesn't work. I think that the update had something to do with this problem, and we'll need support from Netgear to fix it. If anybody else finds a way around this issue, please let us know!

Re: Device shows offline on my mobile app but cameras still working

taylormade — Thu, 21 Sep 2017 14:52:40 GMT

Hmmmmmm wonder when an update was...I just purchased mine 2 wks ago and all was working fine until this morning. grrrrrrrrrrrrrrrrrr

Re: Device shows offline on my mobile app but cameras still working

manfredz — Thu, 21 Sep 2017 15:00:06 GMT

is it also showing offline when you check on pc at http//arlo.netgear.com ?

Re: Device shows offline on my mobile app but cameras still working

taylormade — Thu, 21 Sep 2017 15:40:02 GMT

Yes when I login to my arlo account on my pc at work, it shows offline but yet I still receive notifications of motion detected and the video. I just cannot get live feed and main base is saying offline.

Re: Device shows offline on my mobile app but cameras still working

manfredz — Thu, 21 Sep 2017 15:47:09 GMT

have you tried rebooting your base station?

Re: Device shows offline on my mobile app but cameras still working

taylormade — Thu, 21 Sep 2017 15:52:22 GMT

Not yet. As I stated earlier, I will try that when I return home from work. Someone else said they tried that before and it does not work, but I am up for trying it!

Re: Device shows offline on my mobile app but cameras still working

manfredz — Thu, 21 Sep 2017 16:10:46 GMT

just like a pc, rebooting won;t fix a real problem but will often clear up a trip to the twilight zone, so usually worth a try early in troubleshooting..

Better still is powering off/ unplugging for 5 min, the plugging back in. Again, won't fix a real problem but clear up some twilight zone trips that a simple reboot may not

Re: Device shows offline on my mobile app but cameras still working

taylormade — Thu, 21 Sep 2017 16:23:15 GMT

Thanks for the input! Will try it later today. I will say, that with it being only 2 wks old, I should not be having to reset, reboot, unplug, etc. If it works fine, but if it doesn't it will be going back and will purchase something that works longer than 2 wks.

Re: Device shows offline on my mobile app but cameras still working

manfredz — Thu, 21 Sep 2017 16:38:40 GMT

trips to the twilight zone can come at any time. But could also be a lemon. In Jan, when I was looking forward to enjoying my system, I couldnt get my base station's internet light to come on. Was painful working with L1 support folks but having a tech support background I'm sure others felt that way when I'd start 101 troubleshooting with folks. But when I got moved up to the L2 folks, things started moving. Quickly established my base station was a dud, sent me a replacement, were online with me while I set it up and I'm glad I stuck it through. Love my Arlo cams. No they aren't perfect or best choice for every purpose but I'm happy. I do find I have to reboot my base station about once a month or so, same with one cam that goes pink, but I dont mind that. Time will tell if you feel the same.

Re: Device shows offline on my mobile app but cameras still working

RaunchyRedneck — Thu, 21 Sep 2017 19:00:16 GMT

Then, please give those L2 customer support folks a call. I could do the following:

Unplug power to base unit.

Open battery case on camera to cycle power.

Wait n*10 minutes, n = 1 for first try.

Uninstall and reinstall mobile app.

Change n = n * 2.

Repeat.

This can go on forever. Netgear needs to get a fix and let us know what is going on.

Thank you.

Re: Device shows offline on my mobile app but cameras still working

BLRaftery — Thu, 21 Sep 2017 20:44:31 GMT

The system is all green, rebooted, reconnected cameras. Won't connect.

I just cannot rely on this system when I need it. And it seems to always go offline everytime I need to run out the door. I'm so disappointed. I use out to monitor an elderly person whileI run errands. No more cameras for me andI am considering reselling the base and 3 cameras and counting my losses. Shame because system is barely 8 months or so old. Have given it enough of a chance, reliability is primary for me.

Can't even reboot again remotely from Android. Very, very disappointed.

Arlo offline

Cgrzincic — Thu, 21 Sep 2017 21:05:03 GMT

All cameras are showing offline, although video and alerts are coming to my phone. System does not allow me to change anything as it thinks it is offline, when it clearly is not

"You Arlo decice appears offline", but it still records video....

junarlo — Thu, 21 Sep 2017 21:27:20 GMT

I got the notorious "Your Arlo device apears offline" status, and tried a few suggestions to no avail. This posting, though, is to point out specifics in my situation as I didn't see mentionings from postings of others.

1. All cameras are offline at the same time (from borh app and desktop).

2. Every one of them still records video, as the recordings appear under Library section and I can replay them.

#2 is particularly baffling to me. It seems to suggest the offline message is bogus and something else could be wrong with the app or backend. Any theory on this?

Re: "You Arlo decice appears offline", but it still records video....

junarlo — Thu, 21 Sep 2017 21:30:14 GMT

I meant they still record video and send back to server wirelessly.

Re: "You Arlo decice appears offline", but it still records video....

manfredz — Thu, 21 Sep 2017 21:38:38 GMT

i've had this happen a couple times on computer but just log off then back on and all's good

Re: "You Arlo decice appears offline", but it still records video....

bobbytextra — Thu, 21 Sep 2017 21:43:47 GMT

I am having the same issue, all devices apear fine but the phone app and the computer say they are offline. Video is still being recorded and can be accessed in the Library. I have signed out and back in multiple times on multitple devices. The fact that some posted thsi on the same day just hours before leads me to beleive this is Netgear's issue. Please advise of the fix.