Arlo Go keeps offline even registered

[SMI555]

Hello. @ShayneS 

I saw your post about another similar topic of arlo go connection , and I would like to ask you help if possible..

You wrote arlo go will work partly even under user experience 4.

I have already updated my arlo secure environment maybe to UX4 ( latest sw update). 
My arlo go is somehow recognized by arlo secure in iOS. But keeping off line.

In custom mode, I can find my arlo go and arm/arm away can be selected. But actually it doesn’t work. 
I confirmed my arlo go worked until arlo secure update in Mar.

Do you know what I should do to recover? It is ok for me that just realtime monitoring function will be available again… or is there any other problem exists?

e.g. depending on location/country? EU/US:ok, Asia: No. etc..

 

[ShayneS]

@SMI555 

Thank you for posting again. I have notified the appropriate team, and I'll provide more info as soon as possible.

[ShayneS]

Hi @SMI555 

Does the web portal at my.arlo.com experience the same symptoms? 

[SMI555]

Hello @ShayneS 

Thank you very much for your quick reply.

No, the web portal show some different behavior from Arlo secure app in iPhone.

Same thing :

Arlo go is recognized but keeping offline in Dashboard or Devices tab.

Setting is empty so no possibility to change e.g. brightness.

Different thing between Web and App:

Arlo go doesn’t appear in Custom mode. No option to change Arm or Disarm.

Some rare case I have experience on Web portal.

Just after I open web portal, window of my arlo go was sometimes clickable although it shows offline, and if I click the right arrow button, real time monitoring start (means my arlo was successfully connected to my account) but after several seconds, suddenly it blacken and forced to offline.

iOS app

 on Web portal

 

[SMI555]

Hello @ShayneS 

Did you get any feedback about my issue from your team?

I just would like to ask if some investigation is ongoing or if it’s clear that there is no sollution.

Thank you for your support in advance.

[ShayneS]

The Arlo development team is currently investigating reports of this behavior. We will provide an update as soon as we have more information to share with the community.

[ShayneS]

Hi @SMI555

Just wanted to follow up with you to see if you're still experiencing the symptom.

[SMI555]

Hello @ShayneS

 I'm still waiting for your FB from Support teams.
My arlo Go is still keeping offline in Arlo secure app.(iOS). 
Strange thing is that when I log in to "My Arlo" on Web (Arlo EU site), sometimes (not always) I can see live camera for seconds... with the indication "!" on the center of video, which means this arlo go is offline.

Have you already updated something on Arlo Secure app to solve my issue?

Bestregards,

[ShayneS]

@SMI555 

I inquired with the team, currently Waiting for more information to provide. 

[ShayneS]

@SMI555 

When you tap on the red exclamation, what does the error message say?

[SMI555]

@ShayneS 

Same message as Arlo Secure app.  Offline, even video works for short time.

[ShayneS]

@SMI555 When you tap on it, the red exclamation?

[SMI555]

After logging in via the web, a triangular play button appears in the Arlo Go window; clicking it starts live monitoring, but after about 10 to 20 seconds, a red exclamation mark appears while monitoring is still in progress.
Once tapping the exclamation mark, the error message appears. Your camera seems offline.

iF you need I can send video.

please clarify your unclear point.

thank you

[ShayneS]

@SMI555 Thanks, I provided this info the team and I am waiting for more information.