topic Arlo says base station is offline in Arlo

Arlo says base station is offline

TDF19 — Mon, 30 Sep 2019 22:36:57 GMT

Since a power failure 2 days ago I am unable to access my cameras either via a web browser or the arlo app. I just keep getting "Your base station is offline". I have rebooted several times, moved it around, plugged it into a known good Ethernet port and still get "Your base station is offline".

The thing is, I have the legacy app installed on 1 device and through that I can access the cameras LIVE just fine - so they are clearly online.

I just tried raising a support ticket via this website and was told when submitting there was an error and to contact support (um...), then tried to do a live chat and nobody answered. Support experience so far terrible.

I have 5 cameras not working on all my main devices (as I installed the "new" version of the Arlo App) and can only access them via 1 old device still running the "legacy" version).

Re: "Your base station is offline" - no it isn't! also complete failure to get support fro

StephenB — Sun, 29 Sep 2019 20:41:59 GMT

I'm not sure I understand what you are saying.

Do you have two base stations - one that is connecting and one that is offline?

Re: "Your base station is offline" - no it isn't! also complete failure to get support fro

TDF19 — Mon, 30 Sep 2019 22:37:25 GMT

Hi @StephenB No, 1 base station that is apparently offline on some devices including web but the cameras attached to it can be viewed by another device running the legacy app.

I managed to speak to someone on chat - it turns out that the base unit seems to have detached itself from my main Arlo username and attached itself instead to a different Arlo username which had access to my main account through the “grant access” features and was setup on the device running the legacy app.

TLDR - somehow the base station attached itself to another Arlo ID and ultimately needs to be hard reset then setup again to reattach it to the correct ID.