topic Re: ARLO Keeps going offline in Arlo

ARLO Keeps going offline

thewurzel — Sun, 05 Nov 2017 21:08:35 GMT

this is the message i keep getting on the device page online

This Arlo device is offline

Please make sure it is connected to the Internet. Visit support.arlo.com for help.

some careras are further away and are still connected

i am getting fustrated with this

i am using rechargable batteries. the cameras have the firmware updated. this only hapens with 2 out of my 5 cameras. i can change the batteries then i get this message again within a day or so.

any help would be aperciated thanks

Julian

Re: ARLO Keeps going offline

Streak2 — Sun, 05 Nov 2017 22:52:39 GMT

Do you have the Pro or Pro 2 cameras?

Re: ARLO Keeps going offline

V8 — Mon, 06 Nov 2017 14:58:25 GMT

Streak2 wrote:
Do you have the Pro or Pro 2 cameras?

If he's using re-chargable batteries I don't think it's either; sounds like its an original Arlo system.

Re: ARLO Keeps going offline

txdreww — Mon, 06 Nov 2017 15:37:04 GMT

I'm having the exact same issue. Have 2 camera, the oldest one works fine. The newer camera, not in the weather directly, has been running perfectly for almost 2 years.

Lately is randomly shows up as "offline". There is no recovering it in this mode, other than openning the battery door, closing it, which is painful to do where it's mounted, happens about every 3-5 days.

I took down the camera, put it next to the base, thought it could be the signal or something, same issue...

I don't know what's going on with it, must be due to the latest FW updates?

Re: ARLO Keeps going offline

thewurzel — Mon, 06 Nov 2017 22:23:03 GMT

sorry yes it is the old arlo Cameras with the CR123 Batteries

Re: ARLO Keeps going offline

Streak2 — Mon, 06 Nov 2017 23:44:25 GMT

thewurzel wrote:

sorry yes it is the old arlo Cameras with the CR123 Batteries

What rechargeable batteries are you using?

Could it be that they're not holding their charge and are going flat?

Re: ARLO Keeps going offline

steve_t — Tue, 07 Nov 2017 00:00:32 GMT

Move the base station about a foot further away from your router if you can

Re: ARLO Keeps going offline

txdreww — Tue, 07 Nov 2017 14:25:47 GMT

Steve, the base station is located ~30 feet away from my home wireless router.

Again, one camera in my tree which is further from the base station, about 6 months older, is in the weather directly, does not have this issue. Something unique to my second camera so far...

Re: ARLO Keeps going offline

jguerdat — Tue, 07 Nov 2017 15:51:14 GMT

Since you've already relocated the camera, about all you can do is remove it from Settings, My Devices and resync. If that doesn't help, open a case with support since it may be a bad camera.

Re: ARLO Keeps going offline

Streak2 — Tue, 07 Nov 2017 16:52:36 GMT

txdreww wrote:

Steve, the base station is located ~30 feet away from my home wireless router.

Again, one camera in my tree which is further from the base station, about 6 months older, is in the weather directly, does not have this issue. Something unique to my second camera so far...

Swap the camera locations around to see if it's a location issue. Also swap the batteries between the 2 cameras to see if it's a battery issue.

Re: ARLO Keeps going offline

txdreww — Mon, 13 Nov 2017 01:53:01 GMT

It lasted 6 days, sitting right by the base station, wasn't doing anything, just goes offline. When I looked at it, the front amber light would blink occasionally, not sure what that means. I pulled the batteries, put back in, back online, full batteries. I did the device remove, resync, like you mentioned, we'll see how that goes. Will let you know.

Re: ARLO Keeps going offline

steve_t — Mon, 13 Nov 2017 02:23:35 GMT

txdreww wrote:

Steve, the base station is located ~30 feet away from my home wireless router.

Again, one camera in my tree which is further from the base station, about 6 months older, is in the weather directly, does not have this issue. Something unique to my second camera so far...

How does the base station connect to the internet?

Re: ARLO Keeps going offline

txdreww — Sat, 18 Nov 2017 00:24:05 GMT

The base is hard wired to my router. Just to reiterate, I have the older camera that came with the base, never has any issues, same FW etc.

I did the remove, resync, lasted another 5 days, offline. I removed the batteries, waited 30 seconds, reintalled, camera's back, full signal, full batteries...

Any other ideas?

Re: ARLO Keeps going offline

steve_t — Sat, 18 Nov 2017 00:33:18 GMT

I have some cameras that say they're offline in my app but they still record to the library when motion triggers them. If I go into the web interface for Arlo, they all say they're online. I think I might have something funky going on with my Android app. Will contact support and open a support ticket about it

Re: ARLO Keeps going offline

Streak2 — Sat, 18 Nov 2017 00:59:53 GMT

Steve,
On your Android, go to settings, applications. Find the Arlo app. Click, storage, clear cache. Then try again.

Re: ARLO Keeps going offline

steve_t — Sat, 18 Nov 2017 02:07:36 GMT

Streak2 wrote:
Steve,
On your Android, go to settings, applications. Find the Arlo app. Click, storage, clear cache. Then try again.

It didn't fix it unfortunately

Re: ARLO Keeps going offline

Streak2 — Sat, 18 Nov 2017 02:31:41 GMT

Does this happen on WiFi and when using cellular data?
I assume you've already tried reinstalling the app with all required permissions?

Re: ARLO Keeps going offline

steve_t — Sat, 18 Nov 2017 03:13:29 GMT

Yes, both on wifi and cell data.
Yes, tried uninstalling the app, restarting the phone, reinstalling the app. Checked permissions. The new installation required me to turn off the app optimisation again. The cameras look for half a second like they're going to be online but then show that message of being offline, even though they aren't

Re: ARLO Keeps going offline

Streak2 — Sat, 18 Nov 2017 03:34:43 GMT

I have the app on both my S7 Edge and Galaxy Tab S2.

Now and again I get this happening but if I either wait or re login it does resolve itself.

What version of Android are you running? Mine are both 7.0.

Re: ARLO Keeps going offline

steve_t — Sat, 18 Nov 2017 03:42:30 GMT

Same. 7.0