App/Web Portal Issue (Showing opposite settings)

[DebC2026]

Hello,

For the past couple of days I've been having issues with the app/web portal showing my cameras with the opposite settings. 

If the cameras are off and I turn them on, they immediately revert back to showing as off but I believe they're on as they record during the night.  When they eventually show as on and I turn them off, they immediately revert back to showing as being on, but I can't access the live feed so I believe they're off (I just get the spinning circle).

I also happen to have my old Arlo Base Station still linked in the app/web portal even though its been disconnected and its now showing as online.  Additionally, I have a camera suddenly showing its charging but its not plugged in. (I tried attaching a photo but it just comes up as a blank box)

This is happening on 2 android phone apps and the web portal (Windows 11).  I've restarted the cameras via the web portal and cleared my cache on the phones.  I've tried changing the settings while the phones were attached to the home wifi as well as when they were away but that hasn't helped.

I have 2 Pro 4 Cameras and 2 Essential Spotlight Cameras.  Firmware is 6.18.0_6180003, updated on 03/06/2026.

I believe this is a system problem since all the cameras are affected.  Does anyone know if this is a widespread problem or of any way to fix this (without taking out batteries because only 2 of the cameras can do that)?

Thanks in advance!

[jguerdat]

Ya gotta love AI-generated responses. However, at least in this case, the suggestions may prove useful. In addition, I'd suggest using the app to go to Settings, Support and log a ticket with official support. A subscription of any sort is needed to be able to do this.

[DebC2026]

Thank you for your response and suggestions!

[DebC2026]

Thank you for your response and suggestions.  I will give them a try and submit a ticket if necessary (I fortunately have a subscription).

[DebC2026]

Update for anyone else having this issue:

Contacted Arlo Support.  They originally couldn't find my account.  After providing a screenshot of my account they found it.

They had me run some tests, uninstall/reinstall, provide screenshots, etc.  They have no idea what the problem is.  Its being bumped up to "the team".  They provided a case number and said they'd be in touch.  So, I'm currently on standby.  Pray for me!

[DebC2026]

Current update:

Got a message telling me to schedule a call with support.  Before doing that I again uninstalled/reinstalled the app and removed/added the cameras back.  Still not working properly.

I TRIED to schedule the call but it keeps telling me the request timed out, try again.  Unbelievable.

I checked the support forums to see if anyone else is having this issue and yes, there are others so it must be a system bug.  (I replied to that thread and my reply keeps disappearing.  Hmmmmm)

Will have to contact through chat again since requesting a call doesn't work.

[DebC2026]

Newest update:

Was finally able to request the call at 2:48pm

Arlo called at 7:07pm

The rep asked me to verify my account.  As I was giving my account e-mail address we were disconnected.  He didn't bother calling back.

What am I supposed to do ARLO?????!!!!!!!!!!!!!!!!!  

[ShayneS]

@DebC2026 Can you private message me with your email address associated with your admin account, so I can look into this? 

Thanks