topic Re: Have been getting numerous "Camera is offline" issues this month in Arlo

Have been getting numerous "Camera is offline" issues this month

plasmo — Tue, 27 Sep 2016 22:41:16 GMT

I have 5 Arlo cameras, and have not had many issues until recently.

First my batterys drained within 4 days of changing on several cameras. I changed them all to fresh brand name batteries.

Now, for the past 3 days, All my cameras are showing "Camera is offline" every morning when I wake up.

I reset my system, and it works again.... until the next time this happens.

Why suddenly these issues? Anyone else having these problems?

My wife is ready to ditch the cameras and get something else due to the lack of reliability.

I am not aware of any power outages or internet outages this week.

Re: Have been getting numerous "Camera is offline" issues this month

JamesC — Fri, 24 Jun 2016 21:38:17 GMT

plasmo,

It sounds like the cameras are struggling to maintain a connection with the base station due to poor signal strength (range) or interference.

Has anything changed on your network? Have you added any wireless devices that could be causing interference?

Because this is happening with all cameras, consider relocating your base station to see if the location of the base station is causing an issue.

JamesC

Re: Have been getting numerous "Camera is offline" issues this month

vint83 — Fri, 24 Jun 2016 21:51:10 GMT

I have exactly the same problem!!!

See my last comments at

https://community.netgear.com/t5/Arlo-Wire-Free-camera/Cameras-keep-going-offline/td-p/8559/page/5

I narrowed it down to mode change. After mode changes, hub drops all cameras.

@plasmo

Do you have any auto mode changes at night or in the morning (Arm on schedule or something, or may be some 3rd party integration?)

@JamesC,

As you can see I am not alone. And symptoms are very very similar! No change in setup, cameras started to go offline just recently.

(I don't think your recommendation to move the base to some other location in the house makes sense)

I bet its something on Arlo side. may be even fallback from FW 1.7.5_6178 update.

Could you please help escalate?

Re: Have been getting numerous "Camera is offline" issues this month

grbowers20 — Fri, 24 Jun 2016 22:09:19 GMT

@JamesC,
As you can see I am not alone. And symptoms are very very similar! No change in setup, cameras started to go offline just recently.
(I don't think your recommendation to move the base to some other location in the house makes sense)
I bet its something on Arlo side. may be even fallback from FW 1.7.5_6178 update.
Could you please help escalate?

I am having the exact same issues, started happening just after the most recent update. I would love for these to just WORK like they are supposed to instead of feeling like a guinea pig or lab rat with them testing them while we shell out money to buy their horrible beta product.

Re: Have been getting numerous "Camera is offline" issues this month

grbowers20 — Fri, 24 Jun 2016 22:13:46 GMT

I am having the exact same issues! So frustrating that we are the lab rats for this system. Mine worked fine until the latest update.

Re: Have been getting numerous "Camera is offline" issues this month

vint83 — Fri, 24 Jun 2016 22:21:14 GMT

@grbowers20

just for my statistics, have you noticed any connection between Camera Mode change and this issue?

Re: Have been getting numerous "Camera is offline" issues this month

grbowers20 — Fri, 24 Jun 2016 22:23:21 GMT

vint83 wrote:
@grbowers20
just for my statistics, have you noticed any connection between Camera Mode change and this issue?

No connection, I restart from app and its comes back "Camera is offline".....I unplug base station to restart and comes back "Camera is offline"

Re: Have been getting numerous "Camera is offline" issues this month

plasmo — Sat, 25 Jun 2016 21:31:52 GMT

@JamesC -

No nothing has changed with any of my cameras, or location of my base station.

This is the original location that I have had everything since I first set up.

It has been working very well, up until recently.

In fact, I have had my 4th instance of "Your Alro device appears offline. Please make sure it's powered on and connected to the Interent." green error message on my App in the past WEEK!

Nothing has changed in my Network.

I have not added any other wireless devices.

I'm pretty sure it is not the location of my base, as it is in a centralized position with all the cameras, and I rather not move it.

I have checked the Wifi signal at all camera locations, and it is strong.

The only (temporary) solution is to click on "Restart" under Device Settings, and it works again... until the next time this happens.

By the way, I did change all 5 cameras with Brand new Energizer Lithium batteries, as well as completly reset the base station to original factory settings and re-sync'ed all the cameras to see if this was the issue, but apparently not.

I am using Firmware: 1.7.5_6178

Hardware: VMB3010r2

@vint83 - No I do not use any mode changes. Only "All Armed" setting.

I also am suspicious that it may be a recent firmware change issue as well.

I hope this issue gets escalated, as it appears that it is not an isolated issue.

Re: Have been getting numerous "Camera is offline" issues this month

plasmo — Sun, 26 Jun 2016 02:15:29 GMT

Update:

This problem happened again today (twice today) and I was able to reproduce the Error.

The steps I did:

I disarmed my system by going to Mode, Armed, and changed to Disarmed.

After a few minutes, I wanted to Arm the system again. At this point, all the cameras show a green "Camera is offline" message <-- this never used to happen.

I try to Arm the system, and change this in the Mode settings back to Armed.

Nothing happens.

I need to Restart the system by going to Settings to Reboot.

Cameras are back online.

Maybe someone else can confirm on their system if this also occurs.

Re: Have been getting numerous "Camera is offline" issues this month

jguerdat — Sun, 26 Jun 2016 13:44:31 GMT

I occasionally get the offline message and just log out and back in to fix it. Have you tried that? If it works, it's faster/easier than all the steps you list.

Re: Have been getting numerous "Camera is offline" issues this month

plasmo — Mon, 27 Jun 2016 02:39:15 GMT

Do you mean log out/in of the Arlo iOS app?

Yes, I have tried that but the cameras stay offline when I log back in.

Re: Have been getting numerous "Camera is offline" issues this month

jguerdat — Mon, 27 Jun 2016 13:16:19 GMT

Yup, that's what I meant. Seems like your issue is different and deeper-rooted than mine. It could be a bad base - have you created a trouble ticket? That may get some help or even an RMA.

Re: Have been getting numerous "Camera is offline" issues this month

vint83 — Tue, 28 Jun 2016 18:57:27 GMT

Quick update.

I rebooted all my cameras (actually pulled the batteries) and I am not seeing this issue for the past two days. Thats a good sign.

I am monitoring now if issue comes back. But so far so good.

@plasmo

try rebooting all you cameras. Hopefully that helps.

Re: Have been getting numerous "Camera is offline" issues this month

plasmo — Tue, 28 Jun 2016 23:27:07 GMT

@vint83 - I did try rebooting everything including base, and also changed all my cameras to fresh new batteries.

Still got a Offline Error on all my cameras today again. 😞

@jguerdat - Can you post the actual link to create a trouble ticket? I cannot find it on this site! thanks.

Unfortunately, I am leaving for vacation tomorrow, and won't be able to fix this until I get back.

Re: Have been getting numerous "Camera is offline" issues this month

thannah — Wed, 29 Jun 2016 02:01:23 GMT

I'm having the same problem with a 3 camera set up. Only recorded 4 out of the last 9 days and have not been able to view live camera feed online last 9 days? Same warning as others above "Offline" "check power and Internet connection"?

Re: Have been getting numerous "Camera is offline" issues this month

vint83 — Wed, 29 Jun 2016 07:34:50 GMT

Spoke too soon. Hit this stupid bug again tonight when my system switched from Disarmed to Armed. Sigh...

Now I have two annoying bugs that I really hate about the system:
1. Cameras going offline on mode change.
2. Motion false triggers when I lunch Arlo app or login on web site. (Reported this bug long time ago and it's still not fixed)

And Arlo team doesn't care much.

Now I had to write a script that reboots arlo hub periodically.
Good job arlo....
Few more bugs like that and I'll sell you on CraigsList.

Re: Have been getting numerous "Camera is offline" issues this month

jguerdat — Wed, 29 Jun 2016 13:56:57 GMT

plasmo wrote:

@jguerdat - Can you post the actual link to create a trouble ticket? I cannot find it on this site! thanks.

Support link at the top here, then Contact Support on the right. Lots of options to contact and create a ticket. A phone call may be fastest if the queue isn't big.

Re: Have been getting numerous "Camera is offline" issues this month

Pet1700 — Tue, 05 Jul 2016 20:11:28 GMT

I posted the same issue. Ever since latest firmware...I have to click restart at least once a day. Cameras keep going offline. Keep me posted on any progress.

Re: Have been getting numerous "Camera is offline" issues this month

Adewale — Wed, 06 Jul 2016 15:38:46 GMT

I don't know if this is different from the challenge I'm having with my unit. No changes to my setup but for the last few days the arlo app has been reporting my base station and cameras as being offline

The cameras are recording motion detection videos however and I can view the videos from the library

Re: Have been getting numerous "Camera is offline" issues this month

gljohn0 — Wed, 06 Jul 2016 22:06:48 GMT

I am right there with you all and it all started on my latest Arlo app update (last night). The online functionality is perfect, but my app says that the cameras are offline. I've only had the system for less than a month and it worked perfectly until last night's update. Now, I have to restart the base station (sometime a few times) to get funcitonality back. My cameras all have over 90% battery and no less than 75% wifi strength.