topic Re: receiving a message that the internet connection is lost in Arlo

receiving a message that the internet connection is lost

Kenber — Tue, 27 Sep 2016 18:50:17 GMT

My witeless cameras worked perfectly for 1/2 year.
I have 2 systems on 2 different logins using 2 iphones/apps
Suddenly we got within 24 h on both a message that the internet connection is lost.
First I could login by turning my wifi connection on my phone off (but the autorecording stopped), and after following the advice from netgear: delete app, hard reset, I lost this option to connect as well.
On both phones I get this internet connection error.
Went to another country last week and surprisingly I coul login without problems several times and was able to add cameras. As I came home the same problem.
I suppose something is blocking the connection and several resets did not work
Even tried my old router without succes

Also tried to reset my password but I get the message that it does not recognize my email!
So there mustbe the problem I suppose.

Re: receiving a message that the internet connection is lost

JamesC — Mon, 22 Aug 2016 18:28:25 GMT

Kenber,

I would like to further assist you with this issue. You indicate above that you contacted the support team for assistance. If you could, please private message me the case you have open with the support team and I will review the case and offer additional feedback.

JamesC

Re: receiving a message that the internet connection is lost

Kenber — Mon, 22 Aug 2016 18:42:47 GMT

how do I privately message you?

The problem is:

Router: Vodafone HG658c changed

Netgear base stations for arlo wireless cameras. netgear base station model vmb3000

Problem: internet connection with arlo cameras

I have 2 base stations working with 2 iphones, with 8 cameras. It worked perfect for about a 1/2 year. Then suddenly 7 days ago simultaneously the connection with internet gave problems (ON BOTH STATIONS). I got an error message on both phones: Sorry, you cannot be connected to internet. Do you want to try again.

Interestingly, when I turned off my wifi on my ihphone I could connect and see the camera, but the cams do not autorecord anymore.

I turned my iPhone off and on. Took out the power on router and base station without success and at last I did a hard reset and now I have nothing anymore.

I tried to reconnect a camera: the green light on the base went on (3 lights are green), but no view.

Important to know: I cannot log into the app on the phone unless I turn off my wifi connection on the phone.

Also I cannot connect to my account at arlo: “safari cannot find to the server at arlo.com"

Also when I was in another country last weekend I could perfectly connect a device (but I did not had it with me).

Therefore, I suppose there is some software issue/connection to internet issue locally on Curacao

Then I contacted netgear from the devices. They suggested all kinds of resets and installation. I did all that and now am further form home as I cannot connect at all, even when I turn off my wifi.

I have a time capsule and macbook pro OSX Elcapitan

The netgear adviced me to see if ports 443 and 80 are open.

This weekend I went to my UTS provider: all ports are open and for an hour he tried everything, even changed the router, without any success.

Getting quite desparate

Regards

Re: receiving a message that the internet connection is lost

JamesC — Tue, 23 Aug 2016 18:12:34 GMT

Kenber,

Click my user name and you will see a "Send this user a private message" link on the right hand side.

JamesC

Re: receiving a message that the internet connection is lost

Kenber — Sun, 28 Aug 2016 17:17:01 GMT

Hi James

I cannot find the link to send you a private message

my NETGEAR Support case is [Case#27258271]

regards

ken

Re: receiving a message that the internet connection is lost

JamesC — Tue, 30 Aug 2016 15:13:02 GMT

Kenber,

Thank you for the case number, I will review your case and offer any additional feedback in the case notes.

JamesC