topic Re: Getting Error Message "Device Offline" in Arlo

Getting Error Message "Device Offline"

BenjaminR — Wed, 08 May 2019 21:02:33 GMT

This may have been asked already but don’t want this sift or search through all the post. I get blank screen with the message “your Arlo device is offline”. I know this is not the case as I have restarted it from the app and as well as turning it off at the base station for 60 seconds then turning it back on. I have gone as far as turning off the power from the modem and completely removing the base station and cameras and doing a complete re install. I am still getting this error message and it is frustrating. My system is about 3 years old now and I only recently started getting this issue. Has anyone experienced this? How might I be able to fix it? Thank you for any help.

Ben

Getting Error Message "Device Offline"

ShayneS — Wed, 08 May 2019 21:02:47 GMT

Hi @BenjaminR

Just to double check, Did you happen to perform a Factory reset by holding the reset button for 10 sec? or did you remove the cameras from Settings > My Devices > Re-add > Reboot the base station?

Re: Getting Error Message "Device Offline"

BenjaminR — Wed, 08 May 2019 23:37:36 GMT

I did the latter. I will try doing the factory reset by holding the button down for 10 second on the base station. Just to confirm that is the black button on the back of the base station correct? Will give it a try.

Re: Getting Error Message "Device Offline"

ShayneS — Thu, 09 May 2019 17:43:57 GMT

@BenjaminR

It is the little black button you that needs a small clip to press. If you choose to reset the unit, you will loose all settings & have to pair your cameras again. make sure to take note of any schedules/settings you would like to re-add.

Re: Getting Error Message "Device Offline"

Taylorcmurphy — Sun, 19 May 2019 16:35:22 GMT

Did this ever get resolved? I'm afraid that if I reset I'll never be able to get the two cameras back online, 2 of 4 offline, I can't even tell if they are charging.
Mine are just a few months why of being 3 years old.

Re: Getting Error Message "Device Offline"

BenjaminR — Sun, 19 May 2019 18:19:54 GMT

Yes! The master reset did the trick.
Thank you!

Re: Getting Error Message "Device Offline"

ShayneS — Mon, 20 May 2019 16:44:07 GMT

@Taylorcmurphy

Have you tried to remove the cameras from Settings > My Devices > Reboot the Base & try and re-sync the cameras?

Re: Getting Error Message "Device Offline"

ShayneS — Mon, 20 May 2019 16:44:45 GMT

@BenjaminR

You are welcome! Let us know if you have any further questions.