topic Re: Base Station offline. Connected on UPS and network is fine. Support won't let me look at log. in Arlo

Base Station offline. Connected on UPS and network is fine. Support won't let me look at log.

lkruper — Thu, 20 Jun 2019 20:00:13 GMT

My cameras a couple of hours away. The hub is on a UPS and my network is fine. I called support because a few weeks ago an update caused a problem and the agent was able to help by looking at the log. Yesterday (40932519) the agent just wanted to argue with me and said I had to be local and also that it was against the rules to look at the log. I asked her to escalate and they said a supervisor would call back in 1-2 hours. That was last night.

I would like advise on how to resolve this and also if it is really true agents are told not to help beyond parroting from a script.

I could remotely bounce my modem, but my network is fine. I will be adding a remote switch for the Arlo hub.

Thoughts?

Re: Base Station offline. Connected on UPS and network is fine. Support won't let me look at log.

JessicaP — Thu, 20 Jun 2019 19:59:59 GMT

Hey lkruper,

Has our support team contacted you back? If not, send me a private message so I can gather more information from you.

Re: Base Station offline. Connected on UPS and network is fine. Support won't let me look at log.

lkruper — Thu, 20 Jun 2019 20:04:10 GMT

No, never got a call from a supervisor. Called again and the agent also could not help.

The ticket # is in my original post.

Re: Base Station offline. Connected on UPS and network is fine. Support won't let me look at log.

JessicaP — Fri, 21 Jun 2019 16:48:23 GMT

Let me reach out to you via private message to gather more information from you.