topic Re: ALL 7 ARLO VMC3030 CAMERAS OFFLINE 48 HOURS...RAN THROUGH TROUBLESHOOTING CHECK LIST...NOTHING! in Arlo

ALL 7 ARLO VMC3030 CAMERAS OFFLINE 48 HOURS...RAN THROUGH TROUBLESHOOTING CHECK LIST...NOTHING!

Needhelpplz — Mon, 11 Nov 2024 21:56:39 GMT

Have 7 ARLO Cameras (VMC3030) with VMB3030 Base Station and DSL line (No WIFI). ARLO PREMIUM SUBSCRIPTION PIF. ALL CAMERAS HAVE BEEN OFFLINE FOR MORE THAN 48 HOURS. CONSULTED TROUBLESHOOTING GUIDE:

1. CHECKED status.arlo.com - no outages, no trouble with ARLO itself ( I have an identical ARLO system at my parents' home (5 miles away) with same VMC3030 and VMB3030 hardware ...It's been working fine during this same time period)

2. CHECKED ARLO DEVICE RECEIVING POWER- ALL CAMERAS ARE 50%+ ON BATTERY STRENGTH. BASE STATION POWER IS ON (green solid light), CAMERAS ON (green solid light), INTERNET IS AMBER (solid light).

3. CAN NOT TURN ARLO CAMERAS OFF/ON REMOTELY DUE TO OFFLINE STATUS ON ALL 7 CAMERAS...AND NOT BEING AT HOME TO REMOVE/RE-INSTALL BATTERIES. I am on an extended work assignment away from home. No one else is available.

4. NO WIFI - USING A DSL LINE (WHICH WORKED GREAT UNTIL RECENTLY)

5. CAMERAS ARE NEITHER TOO HOT OR TOO COLD (AVERAGE TEMPERATURE HAS BEEN 50-60 DEGREES)

ALSO REBOOTED DSL FILTER CONNECTIONS, ROUTER CONNECTIONS, MODEM CONNECTIONS AND BASE STATION CONNECTIONS (VIA DISCONNECT THEN RECONNECT ON EACH ONE). ACCORDING TO ISP PROVIDER PING TESTING THIS MORNING, ALL ARE WORKING FINE.

CAN SOMEONE IN ARLO TECH DEPARTMENT CHECK MY SYSTEM, REMOTELY, TO SEE IF THERE IS AN ARLO FIX?

My ISP is checking for line problems, as well.

REALLY NEED TO BE ABLE TO MONITOR PROPERTY ACTIVITY REMOTELY. THIS IS AN ISSUE OF PERSONAL SAFETY FOR ME.

THANK YOU,

Needhelpplz

Re: ALL 7 ARLO VMC3030 CAMERAS OFFLINE 48 HOURS...RAN THROUGH TROUBLESHOOTING CHECK LIST...NOTHING!

jguerdat — Tue, 12 Nov 2024 14:24:37 GMT

Try removing and re-syncing one camera to see if that clears the issue.

Re: ALL 7 ARLO VMC3030 CAMERAS OFFLINE 48 HOURS...RAN THROUGH TROUBLESHOOTING CHECK LIST...NOTHING!

Needhelpplz — Tue, 12 Nov 2024 20:36:35 GMT

Hello jguerdat:

Thanks for replying to my "All 7 ARLO VM3030 Cameras offline" plea for help. It is now DAY #3 of nothing but "OFF LINE cameras.

I have a question about your possible solution:

Question: My ARLO Base Station shows "OFFLINE" in "SETTINGS". Before I left town, I physically looked at the Base Station. "POWER" & "CAMERAS" had green solid lights, but "INTERNET" had an amber solid light. How will a camera be able to re-sync if the Base Station is "OFFLINE"?

Needhelpplz

Re: ALL 7 ARLO VMC3030 CAMERAS OFFLINE 48 HOURS...RAN THROUGH TROUBLESHOOTING CHECK LIST...NOTHING!

Needhelpplz — Tue, 12 Nov 2024 20:38:55 GMT

P.S. I am using a personal computer, with Windows 10...DO NOT HAVE A SMARTPHONE with APPS.

Re: ALL 7 ARLO VMC3030 CAMERAS OFFLINE 48 HOURS...RAN THROUGH TROUBLESHOOTING CHECK LIST...NOTHING!

Needhelpplz — Wed, 13 Nov 2024 14:34:44 GMT

P.S.S. The last ARLO recording, before all cameras went off-line, was 11/8/2024 at 7:25 P.M.

A CASE ID # was assigned on 11/11/2024 through a CHAT session and is to be open for the next 7 days

CAN SOMEONE PLEASE ESCALATE TO THE TECH DEPARTMENT?

Also, I requested a transcript be sent to my email for both the 11/11/2024 and today's 11/13/2024 CHAT sessions...and have not received anything ,so far.

C'mon ARLO! Faithful customer since 2015!

Thanks,

Needhelpplz

Re: ALL 7 ARLO VMC3030 CAMERAS OFFLINE 48 HOURS...RAN THROUGH TROUBLESHOOTING CHECK LIST...NOTHING!

jguerdat — Wed, 13 Nov 2024 14:37:22 GMT

Since you said the Internet LED is amber/red, try unplugging and plugging back in your router and base, one at a time, in that order.

Re: ALL 7 ARLO VMC3030 CAMERAS OFFLINE 48 HOURS...RAN THROUGH TROUBLESHOOTING CHECK LIST...NOTHING!

Needhelpplz — Wed, 13 Nov 2024 19:39:38 GMT

Hi again, jguerdat:

Thanks for the suggestion. As you know, I am still without ARLO, since 11/8/2024 and will be out of town for some time. Here is a bit more information , if this helps.

1. There is a Case ID # assigned to this problem (opened via the CHAT Line on 11/11/2024 for 7 days). Is there more that can be done from ARLO/Netgear's side?

2. Before I left, the Modem lights were:

POWER - Green solid ETHERNET - Green flashing DSL - Green solid INTERNET - NO LIGHT

The Arlo/Netgear Base Station was:

POWER - Green solid INTERNET - Amber solid CAMERAS -Green solid

The Router seemed to be operating normally...with flashing blue lights.

Q1: Given this information, should I try unplugging and plugging back in router, base AND MODEM? In what order?

Q2: Can you escalate this to the Technical Department given the Case ID # already assigned?

Needhelpplz

Re: ALL 7 ARLO VMC3030 CAMERAS OFFLINE 48 HOURS...RAN THROUGH TROUBLESHOOTING CHECK LIST...NOTHING!

jguerdat — Thu, 14 Nov 2024 14:48:29 GMT

1) Yes, I would unplug everything and then plug them back in, one at a time, in this order - modem, router, hub.

2) I can't but @JamesC , @ShayneS , @BrookeN can help.

Re: ALL 7 ARLO VMC3030 CAMERAS OFFLINE 48 HOURS...RAN THROUGH TROUBLESHOOTING CHECK LIST...NOTHING!

ShayneS — Thu, 14 Nov 2024 22:54:57 GMT

@Needhelpplz

I notified support and someone will be reaching out to further troubleshoot this.

Re: ALL 7 ARLO VMC3030 CAMERAS OFFLINE 48 HOURS...RAN THROUGH TROUBLESHOOTING CHECK LIST...NOTHING!

Needhelpplz — Fri, 15 Nov 2024 13:34:44 GMT

Thank you!

Re: ALL 7 ARLO VMC3030 CAMERAS OFFLINE 48 HOURS...RAN THROUGH TROUBLESHOOTING CHECK LIST...NOTHING!

ShayneS — Wed, 20 Nov 2024 22:01:47 GMT

Hi,

I just wanted to check in and see how everything is going so far?

Re: ALL 7 ARLO VMC3030 CAMERAS OFFLINE 48 HOURS...RAN THROUGH TROUBLESHOOTING CHECK LIST...NOTHING!

Needhelpplz — Sun, 24 Nov 2024 18:08:32 GMT

My 7 ARLO cameras are still offline...Jocelle from ARLO Tech has reached out to try to troubleshoot, but I have not had INTERNET since November 6, 2024 and my current ISP has yet to solve my Internet problem... She is keeping the case open, until I either have a resolution to the Internet problem from my current ISP OR A NEW ISP!

This process is being additionally hampered by the fact that I am not getting ARLO emails...not in my Inbox, SPAM or Trash. Jocelle has been calling my cell phone at designated times to try to stay in touch.

Thank you for following up...I wish my ISP was as concerned.

Needhelpplz