topic Re: Arlo "base" device goes offline randomly in Arlo

Arlo "base" device goes offline randomly

k000 — Thu, 29 Sep 2016 18:51:01 GMT

Just got 3 camera set and set it up. I am notcicing that randomly I get the error that "Your device is offline" for the base station, and of course alongwith that cameras show offline.

Can someone shed some light and suggest what is going on? Clearly its not a issue of camera batteries or Wifi.. as base station which is hardwired is showing the symptoms, any help is appreciated.

Re: Arlo "base" device goes offline randomly

AH19 — Wed, 01 Jun 2016 05:44:55 GMT

Hi K000 I am having exactly the same issues that your experiencing...hopefully someone can get some answers on why this is happening. AAH

Re: Arlo "base" device goes offline randomly

Azelectric — Wed, 01 Jun 2016 06:43:31 GMT

I just got my system today and I'm experiencing the same problem with random offline device status....Dissatisfied totally! !

Re: Arlo "base" device goes offline randomly

Seank214 — Wed, 01 Jun 2016 09:11:32 GMT

I too am experiencing this. A few weeks ago it was on camera going off line. Now the base station with all cameras. I liked the system until this started happening now I wouldn't recomend it to anyone...

Re: Arlo "base" device goes offline randomly

jguerdat — Wed, 01 Jun 2016 13:14:56 GMT

Can be a variety of issues. A first step would be to say whether you're using the app or web. Have you tried the other? Try logging out and back in.

Re: Arlo "base" device goes offline randomly

k000 — Wed, 01 Jun 2016 13:43:42 GMT

I saw base station offline on both App and Website.

Re: Arlo "base" device goes offline randomly

jguerdat — Wed, 01 Jun 2016 19:39:19 GMT

And did logging out and back in help? Additionally, what are the LEDs on the base showing?

Re: Arlo "base" device goes offline randomly

k000 — Thu, 02 Jun 2016 02:43:33 GMT

No, it did not help. Base Station stayed offline for 15 to 20 minutes and then mysteriously came back up.

Re: Arlo "base" device goes offline randomly

jguerdat — Thu, 02 Jun 2016 13:20:07 GMT

When offline, be sure to check the LEDs on the base. Should be 3 green ones. If not, tell us what you see.

Re: Arlo "base" device goes offline randomly

bowen21 — Wed, 08 Jun 2016 03:13:09 GMT

Having the EXACT same issue, all 3 LEDs are Green during that time. Internet is up and working. I have the same model of basestation at another house with the same firmware (1.73_5005) and it is working ok. I have tried with the app & the web interface. I click "Live" and the device shows Offline right after the stream starts, then comes back about 30 seconds to 1 min later. Very frustrating, I just purchased the 4 camera system yesterday. $500 is a bit much to pay for a non-functional system.

Re: Arlo "base" device goes offline randomly

rockstarpilot — Wed, 08 Jun 2016 07:38:38 GMT

Mine 3 greens n still show base station is offline

Re: Arlo "base" device goes offline randomly

jguerdat — Wed, 08 Jun 2016 13:28:50 GMT

If restarting the router and base (do both in that order), changing batteries in the cameras and logging out/in of the app or browser doesn't work, it'll be fastest to try a complete system reset. Remove all devices in Settings, My Devices, factory reset the base using the reset button until the LEDs flash amber and open and close all battery doors. Now use the Add Device button at the bottom of the Cameras tab to add the base back in and then sync the cameras, also using the Add Device button. Be sure to note any settings, modes/rules and schedule before doing this so you can quickly get back to where you were.

Re: Arlo "base" device goes offline randomly

k000 — Wed, 08 Jun 2016 13:32:58 GMT

Are there any updates planned from Netgear as this seems to be a known issue needing resets?

Re: Arlo "base" device goes offline randomly

jguerdat — Wed, 08 Jun 2016 16:10:45 GMT

There does seem to be some fragility in these systems requiring resets. No idea why nor if something is forthcoming that would help out. We can only hope.

My system has been reliable with the exception of one camera deciding to die a while ago which was replaced under warranty. I have swapped things around to help me see the various issues so my configuration changes on occasion. Resets were of my own doing with no need to have done so other than to just have a fresh setup. I think I have something I can just leave alone now.

Re: Arlo "base" device goes offline randomly

gaheyrman34 — Wed, 29 Jun 2016 01:40:34 GMT

In the last week my 5 cameras are going OFFLINE very often, I have not had this problem in the last 6 months. I'm VERY UNHAPPY, after spending $1000 and these cameras are not worth "0". I beleive it is the last software update.

My Base Version # 2.1.1.766_13329. Released June16,2016

Firmware : 1.7.5_6178

Version: 2.1.1

Hardware: VMB3010r2 Released June 14,2016

Serial #. 48935A71AO23E

I demand an ANSWER TO THIS PROBLEM!!! The las excuse I got from someone named "JAMESC, he said it was weak batteries. NOT A GOOD ANSWER FOR THE PROBLEM.

GAH

Re: Arlo "base" device goes offline randomly

vint83 — Wed, 29 Jun 2016 20:31:08 GMT

gaheyrman34 wrote:
In the last week my 5 cameras are going OFFLINE very often, I have not had this problem in the last 6 months. I'm VERY UNHAPPY, after spending $1000 and these cameras are not worth "0". I beleive it is the last software update.
..
GAH

And you are not alone.

e.g.

https://community.netgear.com/t5/Arlo-Wire-Free-camera/Have-been-getting-numerous-quot-Camera-is-offline-quot-issues/td-p/1105080/page/2

And Netgear employees still insist that its an interference and that we have to move Arlo base station around.

Right, @JamesC ?

Re: Arlo "base" device goes offline randomly

JamesC — Wed, 29 Jun 2016 20:46:34 GMT

gaheyrman34,

If you have ruled out possible interference from other WiFi devices and have replaced your cameras with fresh batteries but still are experiencing this issue, consider contacting the Arlo Support Team for further investigation. If you have any additional questions/concerns feel free to private message me.

JamesC

Re: Arlo "base" device goes offline randomly

Hundo — Sun, 20 Nov 2016 01:33:47 GMT

I've had mine a week and I must constantly reset the base station because I'm offline very irritating to say the least and then I read all of these customers with same issue seems a defective product to say the least.

Re: Arlo "base" device goes offline randomly

jguerdat — Sun, 20 Nov 2016 13:56:33 GMT

The times I get offline I can usually clear it by either waiting a minute or logging out and back in. If it doesn't help, contact support.

Re: Arlo "base" device goes offline randomly

Hundo — Wed, 23 Nov 2016 23:57:37 GMT

Funny hasn't happened once after this post?!